1. Step by step training to improve the comprehensive quality of all employees and managers in the department, which is embodied in

(1) employees' service attitude, business skills, service efficiency and courtesy.

(2) in view of some bad habits in previous management, standardize the management consciousness of all managers.

(3) focus on ideological education, so that each employee can increase their professionalism and enhance their sense of responsibility.

second, formulate the departmental service quality inspection system and the reward and punishment system, find more problems in the inspection, and rectify them according to the problems to make the work more perfect.

(1) Carry out personalized service and improve service level.

(2) The regional foremen check each other every week.

< inspection contents: gfd of employees, courtesy, service quality, hygiene quality and fire safety awareness >

(3) weekly inspection by supervisors and managers.

(4) Statistical examination score.

(5) The worst area in two consecutive times will be given appropriate punishment.

third, increase revenue and reduce expenditure, and increase the sales of drinks in the guest room mini-bar.

In view of the fact that the average monthly sales volume of drinks in mini-bar in 2118 is less than 15,111 yuan, the department will adjust some guest consumables that are not easy to sell, and increase the variety of drinks and snacks to guide guests to consume and increase sales volume. At the same time, it will rectify some unreasonable phenomena before (such as not putting drinks into the room), and strive to achieve an average monthly sales volume of mini-bar of more than 18,111 yuan in 2119.

On the other hand, the face keeper will strictly control the consumption and work out the corresponding table, based on the table figures. Specifically worked out:

(1) the consumption quantity and amount table of consumables in the current month;

(2) Statistics of the number of linen and guest clothes washed;

(3) statistical table of quantity and amount of wine sales;

(4) statistics of free mineral water consumption;

(5) Statistics on the number of claims and losses reported by customers; Wait for the form. Find problems at any time, formulate measures at any time, plug loopholes, and control the consumption of goods within a reasonable range.

fourth, strengthen the maintenance of guest room facilities and equipment.

Although the hotel has only been in business for more than two years, due to insufficient attention to the maintenance of guest room facilities and equipment, unreasonable decoration in some aspects and poor quality of materials originally selected, the guest room facilities and equipment have been seriously damaged, and there are hidden dangers, and safety accidents may occur at any time, such as: wardrobe door falling off, wallpaper degumming not being maintained, glass cracking and so on. According to this phenomenon:

(1) The department strengthens the inspection of all links, and repairs in time when problems are found.

(2) During operation, pay attention to moderation, reduce collision and prolong its service life.

(3) Train employees' awareness of follow-up and reporting.

(4) If the consequences are caused by personal negligence, you will bear the responsibility.

5. train and supervise employees in view of their weak safety awareness.

(1) Formulate various safety management systems to make them perfect.

(2) Simulate and train employees' safety contingency ability.

5. Hygienic quality:

(1) Establish a departmental quality inspection team, divide the area of foreman's responsibility, conduct divisional inspection every Wednesday, and punish the unqualified parts immediately, and reward those who improve, so as to improve the sanitary quality. At the end of the month, the foreman will be assessed and the elimination system will be implemented to improve the foreman's sense of responsibility.

(2) Conduct a quarterly assessment on all waiters every quarter, and promote the high-service (ward round-free waiters) by 11% to motivate employees and improve their enthusiasm.

Remarks:

Specific control data of various indicators:

Complaint rate:

Staff turnover rate.