Star Rating Team of Provincial Tourism Bureau: xx Resort is a four-star resort hotel invested by xx Company. The resort is located in the scenic area of xx, with xx provincial highway in the east, xx in the south, xx in the west and xx in the north. Convenient transportation, elegant environment and proximity to mountains and waters make it an ideal place for tourism, leisure and holidays and for holding various activities and conferences. The resort is characterized by ecology, nature, green and humanity. As one of the large-scale resorts in the province and our city with relatively complete facilities and equipment, it has a total area of xxx mu, integrating flowers, trees, lakes and mountains. Existing rooms and luxury villas ***xx rooms (sets); There are more than xx seats, including a banquet hall, a grand restaurant and xx dining rooms with different styles named after "bamboo", as well as western restaurants, bars and business bars. The entertainment center has xx KTV rooms named after the flowers of the four seasons in the resort and xx chess rooms named after the trees in the resort. There are dance halls, bowling halls, gymnasiums, billiards, table tennis, outdoor tennis courts, basketball courts, outdoor swimming pools, sauna salons and leisure centers. The conference center has xx conference rooms with advanced facilities and complete functions. Since the trial operation, the resort has received famous leaders at all levels, tourists from all over the world, international friends from the United States, France, Britain, South Korea and Japan, and compatriots from Hong Kong, Macao and Taiwan, and has served as the main foreign reception and activity place in our county. After nearly three years of operation and development, facing the competition and pressure of the market, the resort is in the same boat, pursuing Excellence, and always adhering to the corporate philosophy of xx Group, aiming at striving for first-class. From the very beginning, we have a high starting point, high standards and high requirements, strict management and scientific management, and made progress in exploration, and gradually integrated with the advanced management mode of international hotels, forming a set of models that not only conform to international hotel standards and practices, but also have strong local characteristics, and won wide acclaim with good reputation and excellent service. At the same time, the resort is also firmly rooted in the local hotel market that encourages competition. As the leader of the industry, it has driven the development of the entire hotel industry. In 211x, according to the rapid development of local tourism and the current situation of no high-star hotels, the hotel management put striving for a four-star hotel on the important agenda. Although the star rating work is faced with many difficulties, such as heavy tasks and heavy workload, all staff still advance despite difficulties, face difficulties, actively participate and strive for Excellence. With the establishment of the Star Creation Leading Group, Star Creation Office and other institutions, the star creation work is carried out in an orderly manner around hardware improvement, function improvement, atmosphere creation, staff quality improvement and service quality improvement, and each work is implemented according to the established star creation plan and implementation plan. The hotel regards the process of "creating four stars" as the process of improvement, maturity and development of the hotel. Through careful observation and unannounced visits in the process of creating stars, all aspects of the hotel are put into operation, and the front desk and backstage, up and down, cadres and employees form a United and competitive team, and gradually form a team spirit. In the process of "creating a four-star hotel", our work mainly focuses on the following four aspects: First, actively transform the "hardware" and realize the modernization of the hotel. In order to achieve the goal of a four-star hotel, we carry out the maintenance, adjustment and rectification of the hardware facilities in a reasonable and orderly manner according to the requirements of the hardware part of the star standard. The resort manager's office and Chuangxing Office have worked out various rectification plans according to the actual situation. In order to reflect the grade and specifications of four-star hotels, the resort built and renovated independent luxury villas in X year to meet the needs of high-end guests. At the same time, according to the evaluation standard of four-star hotels, the guest room facilities and equipment were gradually improved, and a business negotiation room and a business bar on the executive floor were set up. The toilets for the disabled were transformed and wheelchairs for the disabled were equipped, which provided convenience for special guests. In the guest room bathroom, a telephone was added, a refrigerator was added in the room, and safes were added to the front hall and all rooms. In order to better meet the living comfort of guests, carpets were replaced in guest rooms and public corridors to increase the softness of carpets, vertical hangers and clotheslines were added, shower faucets in the bathroom were replaced, and the bathroom ceiling was added with green hanging pots. And the printed matter and stationery in the guest room are redesigned and replaced, so as to be bilingual, so as to facilitate the check-in of foreign guests. In order to improve the business service function of the business center, it provides tourist information consultation, computer touch screen, ticketing service, tour guide service and taxi service. At the same time, in order to meet the needs of passengers and drivers, a high-pressure car wash service was added beside the parking lot. In order to make the lobby area beautiful as a whole, the shopping mall was completely transformed, and Four Treasures of the Study and other articles reflecting the cultural atmosphere were added to make it conform to the grade of four-star hotels. In order to raise the catering level to a higher level and improve the specifications and grades of banquet services, the hotel invested xx million yuan to transform the most luxurious box in the area, which is equipped with a rest room, a side dish room and a bathroom, with an area of 1.31 square meters and a special box that can accommodate 25 people. The whole box embodies the theme of bamboo culture, surrounded by large floor-to-ceiling glass, and the outdoor scenery is unobstructed, which fully embodies the ecological green of the hotel and the characteristics of local bamboo culture. In order to enrich the entertainment and cultural life of in-house guests and improve the comprehensive service level, the sand ball was introduced into the original entertainment project, which attracted many curious tourists. At the same time, the resort used its unique environmental advantages to develop xx Lake, build a waterscape sightseeing walking wooden bridge connecting xx Park, and successively launched xx Park leisure teahouse, xx Mountain hiking road and rest pavilion, water golf driving range, wild tent and forest hammock. Let customers have the feeling of truly embodying a leisure resort. We have always been committed to building the brand of "conference capital", taking advantage of the opportunity of "creating four stars" to adjust and improve the conference function. First, we replaced the thick carpet in the conference center to meet the comfort of guests, and re-purchased some conference equipment and imported equipment to optimize the conference effect. At the same time, in order to meet some business meetings, the hotel installed broadband interfaces and provided free Internet access services for guests. In order to conform to the trend of modernization, the hotel has also specially equipped professional equipment and transformed special training classrooms. Xx Resort constantly carries out comprehensive rectification of the facilities and equipment of the three major business departments, and at the same time improves the facilities and equipment of the logistics department, in order to seek the overall transformation and development of the resort, change the previous comprehensive office situation, transform the administrative office and the engineering office, create a good office environment and make the office area more reasonable. At the same time, the resort pays great attention to employees' life. In order to make employees rest more comfortably, the conditions of employees' dormitory in the resort are improved, and the bathrooms and dressing rooms of employees are transformed, and special personnel are appointed to take charge. Let employees feel the feeling of a big family. Due to the shortage of local electricity consumption, in order to ensure guest lighting, the resort is equipped with its own power generation equipment. After the transformation, the hardware facilities and service functions of the resort are more perfect and the overall layout is more scientific. It further strengthens the level of hotel facilities, enriches the service function of the hotel, greatly improves the comprehensive reception capacity and service level of the resort, and provides a reliable guarantee for improving the satisfaction of guests. Second, adhere to the people-oriented principle and strengthen the construction of "software". While stepping up efforts to carry out the transformation of hardware equipment and facilities, the resort firmly seized the opportunity of applying for a four-star hotel and increased the construction of hotel service software. Starting with the implementation of "Resort Management Practice" and "Code of Conduct for Employees", the hotel strengthens the service foundation and service consciousness of the hotel, especially strictly implements the service regulations of four-star hotels, which makes the service and internal management of the hotel more standardized and lays a solid foundation in quality management through efforts. The resort has set up a hotel quality inspection team to strengthen its strength and function. In accordance with the service standards and quality requirements of "Resort Management Practice", carry out equipment and facilities maintenance, cleanliness and service quality inspection. "Customer satisfaction" is the eternal theme of the hotel. In the process of "creating four stars", in order to further improve the guest complaint system and the guest opinion handling system, the quality inspector is responsible for the collection, sorting, analysis, feedback and tracking of the guest opinions and complaints in the store, thus establishing the guest complaint handling system of the resort and handling the guest opinions and complaints in a timely and effective manner. Since the end of X this year, the hotel quality inspection team has carried out regular and irregular inspections on all departments and regions twice a week according to the service specifications and star standards. In view of the problems found in the customer service of all departments during the inspection, the quality inspection team urged all departments to rectify and review the rectification situation. Joint punishment shall be imposed on the departments that fail to rectify and make perfunctory efforts, so as to effectively urge the departments to improve the service quality and management level and improve the guest satisfaction. According to the star standard and the hotel's current situation, the hotel has implemented the daily inspection system for the manager on duty to consolidate the good situation and continuously improve the overall service level, so that every middle-level cadre can exercise his functions and powers, further improve the management level and ability, and make the quality management of the hotel pass through the middle-level cadres layer by layer. On the basis of job skills training, language intensive training and code of conduct training, the hotel has continuously strengthened the service of smiling, and carried out various activities such as "smiling ambassador" evaluation activities, etiquette and courtesy month activities, service skill competition and so on, laying a solid foundation for striving for four-star hotels and reaching the service standards of four-star hotels. [Page] People-oriented and improving the quality of all staff are the key points for us to strengthen software construction. Rome was not built in a day. Improving the quality of employees is by no means a day's work. The resort always adheres to the people-oriented principle, adopts its own training, employs foreign professionals to teach and sends them to other places for counterpart training to improve the overall service level of employees, such as inviting chefs to the hotel for on-the-spot training and organizing chefs to participate in professional operation training courses for Chinese cooks; Organize key employees of each position to study in xx Hotel in three batches to enhance their star awareness and service awareness; The hotel signed a four-star training contract with the Municipal Tourism Bureau, and invited experts and scholars to teach in the resort, which not only taught theoretical knowledge, but also taught practical skills, conducted comprehensive training for employees, and comprehensively improved their service awareness and level. The resort insists on putting all staff training at an important height. Since the beginning of this year, the hotel has invested xx million yuan to vigorously carry out various trainings. On the basis of doing a good job in training and education for all staff, it has gradually formed a multi-level training and education system that combines internal and external training, on-the-job training, quality training and academic education. Has held various lectures and training courses, such as fire drills, health knowledge lectures, health knowledge training and so on. With the gradual integration of the local tourism market with the international market and the influx of foreign guests, the resort has carried out various forms of foreign language training in combination with its own conditions to improve the staff's foreign language level, and invited professional English teachers to the hotel for two months of English training. At the same time, the backbone of the department and employees in special positions will be sent out to participate in short-term English training courses organized by the Tourism Bureau, and foreign teachers will be hired to conduct standardized training on bilingual telephone answering services in hotels. Management is an eternal theme. Only strict management can be invincible in the fierce market competition, which invisibly requires higher management personnel. The resort also attaches great importance to it. It has organized management to go out to Xiamen, Shanghai, Hainan, Hangzhou and other places for study and organized senior management personnel to participate in training courses for provincial and municipal general managers, laying a solid foundation for standardized management of the resort. Through a series of training and study, the management level and business skills of managers and technicians have been improved, and a staff team with quick adaptation to the environment, quick work and high overall quality has been created. Based on its own characteristics, the resort has formulated a set of practical rules and regulations, and improved them in operation, forming a new enterprise management system that conforms to the development of the resort itself, compiling the Code of Conduct for Employees, with one book for all employees and working standards for each post, so that the employee's code of conduct has guidelines and the work assessment has standards, and people are bound and standardized by the system. Through the careful study of all departments and the implementation of the standards of the Code of Conduct for Employees, the service quality of the resort has been stabilized, the quality management system of the whole resort has been improved, and the quality management level has been improved. Third, create a cultural atmosphere, reflecting the continuous development of the local hotel industry, making the competition between hotels develop from tangible product competition and intangible service competition to higher-level and higher-grade cultural competition. In order to further enhance the market image of the resort, we regard building the cultural atmosphere of the hotel as an important step of "creating four stars". According to the geographical conditions and cultural background of the hotel, we will build a distinctive hotel culture with the characteristics of promoting local culture and introducing modern cultural celebrities, so as to create a good corporate culture atmosphere and establish a good social image. Improving the hotel's cultural taste, optimizing the development environment and enhancing its competitiveness are a major change and gain of the resort in the process of "creating four stars". According to the current situation of the resort, we have formulated the design scheme of the cultural atmosphere of the resort, and infiltrated the local characteristics, cultural concepts and leisure functions into the tourism, leisure and holiday activities of the resort. The first is to launch the brand of Wu Changshuo, a cultural celebrity. As the hometown of celebrities, Wu Changshuo, as a master of modern China painting and calligraphy seal cutting, was also the leader of the late maritime painting school and the first president of Xiling Printing Society, which had a great influence in Shanghai and the Yangtze River Delta, as well as in Japan and Southeast Asia. The areas affected by Mr. Wu Changshuo are the tourist destinations of the resort. Therefore, the hotel managers decided to put Wu Changshuo's seal cutting and Shi Guwen's copy in the main position of the resort lobby, and match them with corresponding explanatory signs to enhance the cultural connotation. Taking "Changshuo Culture" as a breakthrough work, we specially invited experts to make overall layout design, invested xx million yuan to adjust the cultural environment of the resort, made a number of related white marble sculptures in the courtyard, and carefully arranged seal seals, Shi Guwen calligraphy and white marble button carvings in the lobby desk, corridor and corner of the hall, which made the hotel show unique Changshuo culture everywhere, especially in the lobby area. The second is to do articles that deeply understand bamboo culture, use local materials and carry forward the characteristics. "Sichuan is fifty miles away, and bamboo cultivation is in the middle", which shows the characteristics of being the hometown of bamboo in China. As a local reception window, we set aside a special plot in the resort area and turned it into a bamboo garden area. More than 6,111 kinds of bamboos have been planted. First, as a cultural highlight of the hotel; Secondly, it also serves as a base for developing bamboo shoot food such as bamboo shoot banquet. In the overall greening arrangement, the unified bamboo greening space adopts < P > plane planting and strip planting, which makes the scenery harmonious and unified, not only plays a role of covering up, but also has a unified effect. In terms of form, large-scale planting is adopted to form forests, and bamboo has no obvious defoliation, creating a vivid and quiet scenery with green bamboo in shade, towering poles, misty clouds and birds contending. In the interior decoration, we apply bamboo as an important material to the interior decoration. In the dining room, the walls arranged with round bamboo roots are neat and simple; The patterns inlaid with bamboo roots and bamboo whips are ethereal and beautiful; The bamboo showcase is elegant and generous; Coupled with bamboo screens, furniture, bamboo carvings and handicrafts, a bamboo world is built, which embodies the natural interest and freshness of bamboo art decoration.