I. (September-December) Program Economic Indicators
(A) the hotel's overall target: turnover ( ) million yuan, net profit ( ) million yuan.
(2) the task allocation of each department
1, food and beverage
Two meals: (1) turnover of 10,000 yuan; (2) gross margin %;
Three meals: (1) turnover of 10,000 yuan; (2) gross margin %;
18 meals: (1) turnover of 10,000 yuan; (2) gross margin %.
2, guest rooms
(1) turnover of 10,000 yuan
(2) gross margin %
Two, on the work of the room
The hotel's economic income is mainly from three parts: one is the income from the rooms; the second is the food and beverage income; the third is the income from ancillary services; which is an important source of income of the hotel, from the analysis of the profit, the room revenue Operating costs than food and beverage, commodities are small, room profits are also the main source of hotel profits, in the process of business management, to make room occupancy rate rise, it depends on housekeeping, which mainly includes the following aspects:
1, scientific and reasonable planning and organization of the operation of the Department of Housing:
In the process of operating the guest rooms, the Department of the front office is at the beginning, responsible for the room Sales, while the Department of Rooms is in the middle, responsible for most of the service work during the guest lodging, guests stay during the period, stay in the guest room for the longest time, contact and enjoy the opportunity to enjoy the room service, long time, therefore, the hotel has to invest in the corresponding labor force and the occurrence of the corresponding consumption of equipment, how to receive the work of the service is scientifically and reasonably organized, that is, to ensure that the quality of service to meet the needs of guests, improve the Room occupancy rate, but also the material consumption and operating income to improve the strengthening of the supervision of the housekeeping work to ensure that the quality of reception services and room organization, to maintain a reasonable ratio, is an important element of housekeeping. Therefore, first of all, according to the hotel's overall plan to develop the plan of the Department of Rooms, to determine the quality of service, labor quotas and material consumption and other indicators, do a good job of manpower deployment plan, at the same time, to develop and implement the rules and regulations so as to achieve the indicators to provide protection.
Supervision in the process of room service is an important part of ensuring service quality. First, to strengthen the organization and leadership of the team, the strict implementation of rules and regulations of the ground service staff of each procedure to carry out a strict inspection, the implementation of the foreman, manager, quality inspector, room service director level by level checking system to achieve the layers of gatekeeping; second, strengthen the contact between departments, timely transfer of information, room management is not isolated, need to coordinate with other departments to form a unified whole, in order to ensure the normal conduct of business activities; third, strengthen the contact between departments, timely transmission of information, room management is not isolated, need to coordinate with other departments to form a unified whole, to Ensure the normal conduct of business activities; third, take the initiative to understand the guests' reflections, timely handling of guest complaints, strengthen the feedback channels, and do a good job of reception services. Good or bad guest room management ultimately depends on the degree of satisfaction of the guests, pay attention to the analysis of the type of guests, the study of the guest's psychology, at any time to grasp the views and requirements of the guests, from which found with the universality of the problem and the pattern of change of the guest's needs, to grasp the inner connection and the basic links in the process of room service, and constantly improve the quality of service.
2, strengthen the staff team building, improve the overall quality of staff.
The nature of the work of the Department of the front office and the Department of rooms, is directly for the guests to provide services, good and poor service directly affects the management of the hotel and the level of service, so to strengthen the construction of the staff team and improve the overall quality of staff, to ensure that the work of the room service work smoothly and improve the quality of service is one of the keys.
First of all, we must constantly carry out the ideological education of the staff, so that the staff love their own work, cultivate interest in the profession, so as to stimulate the initiative, enthusiasm, education staff to establish a noble professional morality and wholeheartedly for the guests to serve the awareness of the education staff to set up a strict concept of the organization, and consciously abide by the national law and discipline and the hotel's rules and regulations.
At the same time, constantly improve the staff's business quality, because this is to improve the efficiency of the hotel and the basic conditions of service quality. Therefore, on the one hand, we should grasp the staff's cultural knowledge, improve the staff's cultural level, on the other hand, we should grasp the training of business technology, improve the staff's business operation technology and skills, through the training of the staff to achieve:
(1) enthusiasm, initiative, patience, thoughtfulness, meticulousness, and dedication to the guests must be set up to respect and friendly attitude.
(2) In terms of service quality to reduce and eliminate dissatisfaction with the waiter due to lack of quality and skills resulting in inadequate service.
(3) everyone should start from the details, especially in grooming, instrumentation, courtesy, etiquette, speech and behavior should be decent and generous, dress should be clean, neat, emphasizing the requirements of personal temperament to further improve.
(4) proficiency in service procedures, so that customers feel a hotel industry atmosphere and formalized management mode.
(5) self-check on their own work according to the standard completion, to establish a sense of responsibility and sense of ownership of the staff.
(6) create a team spirit of the workforce.
(7) the realization of standardized service, quality service, thus affecting the customer's reputation and social reputation of the hotel.
In the process of housekeeping, we should conscientiously implement the system of rewards and penalties, and carry out the activities of selecting outstanding staff, recognizing and rewarding the high quality of service, business and technical excellence, and complete the task well, and collaborate with the style of the staff, and the staff's ideology and business level of the regular inspection, according to a variety of specialties reasonable arrangements for the use of the importance of cultivating and selecting talents, the formation of a backbone of the team to play a backbone role in the work of each. The role of the staff is to be a backbone in all the work.
3, open source and reduce expenditure, do a good job in the management and control of housing equipment and materials.
Housekeeping equipment and supplies is the material basis of room service work, therefore, good management of housekeeping equipment and supplies is one of the important content of housekeeping, the front office and the guest room department should be specifically formulated to equipment, supplies management system, clearly stipulate the responsibilities of managers at all levels in this regard, to achieve the rational use. Therefore, the savings should be a small look at the big, a little water, a degree of electricity, a needle, a line, to develop a different habit of saving or wasting, there will be different benefits.
All kinds of equipment in the front office and the guest room department should always be in a safe and perfect condition. Attendants and managers in the normal service and management process, should always pay attention to check the use of equipment, with the Ministry of Engineering on equipment maintenance, repair, management personnel to report regularly on the equipment situation, a variety of guest rooms for guests to use the goods and the corresponding tools should be prepared enough to meet the needs of service work. Under the premise of ensuring the quality of service, try to extend the service life of the cloth and grass, at the same time, control the use of low-value consumables, the establishment of the issuance and consumption records, plug the loopholes, the implementation of the savings are rewarded, the waste of the system of rewards and penalties.
4, to establish the dominant idea of selling more rooms every day.
Guest rooms are a tangible commodity, and has the attributes of a commodity, but it is different from other commodities, because other commodities, if they are not sold out, can be used as inventory backlog, not to cause major losses, and rooms if the day of the day is not sold out, it will result in the loss of fixed costs, so it is a commodity with a special nature, the most important responsibility we have as a businessman to find ways to sell the rooms of the day. The most important responsibility of us as operators is to find ways to sell the rooms on that day.
While in recent years the city of xx with the rapid development of the economy, people's consumer attitudes and consumption levels have changed and improved, but in this market economy, the hotel wants to be invincible, we must take a flexible approach to business. Requirements for the front office department, the guest room department in improving the service consciousness, at the same time, to take advantage of their own strengths, strengths and weaknesses, and cultivate their own loyal customers, and then, to keep abreast of the competitors' business dynamics, to take a flexible and changeable pricing strategy, with high quality and good price for the purpose of combining the hotel's sales program and plan, and strive to complete the various indicators and tasks.
Three, on the catering work
With the development of economic construction, the catering industry with the rapid development of social demand, while the "seller's market" to "buyer's market" transformation. The emergence of the buyer's market, people can according to their own preferences, tastes and economic conditions to choose to meet their own needs of hotels, restaurants and restaurants to eat, hotel catering business to attract consumers to patronize, it must be based on consumer demand to determine their own business projects and business practices. Who can not recognize this, who will not be able to win in the fierce market, as we all know, the catering industry is a very special industry, this particularity is mainly manifested in the products it provides to customers with a dual nature, both tangible and intangible. As operators, we must meet the needs of customers from these two aspects, that is, not only the color of the dishes, aroma, taste, beauty, type, ware, are good, so that guests feel value for money, and with this compatible service process is also good, the service should be full of humane, so that guests have a good feeling.
Any operator, such as not good at understanding and meeting consumers, can not provide superior tangible products and intangible new products, can not adapt to the needs of the consumer market, it is impossible to achieve good economic results.
Based on the above, in the catering business should take the following measures:
(a) Strengthen the quality of service personnel and supervisory layer of training, to provide guests with first-class service quality.
Specifically, do the following three points:
1, from the ideological education
To train the waiters to work as a master, ideological education is **** the traditional working methods and experience of the Communist Party of China, each management staff under their own patience, meticulous ideological education to enhance the awareness of everyone's hotels and the master stance.
2, reversing the traditional and old-fashioned ideological concepts and awareness, to carry out the "smile service" "human service" and "civilized" service
Here focus on the "human service". Talk about "humane service", in the past, the hotel managers "customer is God" as the hotel's purpose, therefore, all aspects of service are limited to standardization and standardization, this single service has its relative shortcomings, because in front of God! Service can only be respectful, not easy to contact and communicate with each other. In this way, one can not bake the warm atmosphere of the guests dining and happy mood; Second, it is not easy to understand and grasp the guests' habits and consumption patterns; Third, it is inconvenient to cultivate the hotel's "repeat business". The "human service" is standardized and standardized service supplement and extension. It will treat the guests as the hotel's "dear friends and relatives". In the service, the service personnel not only can understand to grasp the customer's life habits, and can timely understand the customer to the hotel in all aspects of the recommendations and requirements, to facilitate the adjustment and improvement of the hotel's operation and management, so that the customer is satisfied, and become a loyal customer of the hotel - "repeat customers! ".
3, tight service skills and training to ensure the quality of service
Customers of the service requirements on the one hand is warm and thoughtful, on the other hand, is fast and agile, warm and thoughtful is the above mentioned emotional "human service", and fast and agile is the embodiment of the service skills. Especially in terms of restaurant services, if the hotel service personnel in the service skills training is not in place, there will be customers into the seat, although the service staff hand and foot, but customers wait for the right and left is to open the meal on the first course often have to wait for half an hour, is bound to create a feeling of slow food for customers, so that some of the concept of time loss of customers (it is recommended that the Ministry of Food and Beverage to take time to ask people to explain and learn about Huaruo Geng's) "preferred method"), only the above two are closely integrated, in order to form a hotel high-quality, distinctive service.
(2) the formation of the main dishes, rich varieties of dishes, improve the quality of dishes, to ensure adequate sources of customers.
1, as soon as possible to form the main dishes. It should be affirmed that the xx hotel catering business cuisine positioning so far has not formed the main dishes. This is one of the main factors that cause the dish is not characterized by unstable source of customers. Therefore, we have to decide as soon as possible to adapt to the majority of customers' tastes and the conditions of the hotel's main dishes. In determining the main dishes at the same time and highlight the flavor and characteristics.
2, gradually cultivate a skilled, high quality, the hotel's own chef team. Chef's skill level is to ensure the quality of the premise of the output, the hotel through various ways, recruitment, introduction, training a number of enlightenment, potential, promising, love of cooking, love xx hotel chef, for some specialties, skilled chef, it is recommended that the hotel in the housing, dining, wages and other aspects of the special treatment.
3, dishes produced resolutely implement product labeling system. Labeling system is not only a test of each chef production technology and quality of the basis of the product, and is to seek customer feedback, feedback, an important way to improve the work, and at the same time, each chef will produce a sense of motivation and responsibility. After the implementation of the labeling system, the customer's opinion of each meal to be summarized, every day to be evaluated, monthly rewards and punishments.
4, according to seasonal laws and local customs, the timely introduction of different seasonal dishes and holiday banquets. Catering Department to develop different specifications of the birthday party, wedding banquets, full moon banquets and other menu promptly provided to customers. Hotel catering operations to a new level, there must be new ideas, new initiatives, new tricks, almost every month of the year there are festivals, these festivals is also a good opportunity for the hotel to market their products, catering and marketing department to grasp these opportunities, each holiday to plan a marketing program.
5, the establishment of new dishes research room. Equipped with specialized personnel, take the method of inviting in and going out to develop new dishes, specialties. Regularly hire the domestic first-class master in the store to do short-term dedication, not only to expand the social impact of the hotel, and is an important activity of the chef technical exchanges. At the same time, the hotel should also organize their own master to the field of learning and exchange.
Encouragement and support for chefs to innovate their own specialties, innovative dishes once recognized by customers, the hotel will give a certain amount of reward.
6, practicing economy, reduce costs and strengthen accounting. Food and beverage manager and the head chef to account for the cost of each dish in a timely manner and gross margin, the procurement of raw materials should be used, the number of purchases levy sales to match.
7, Food and Beverage Department to understand, grasp the xx industry competitors' new initiatives, new trends, to know the other side of the battle.
Four, on the marketing work
Marketing work is an extremely important work in the hotel, it is not only related to the hotel's operating efficiency, but also related to my hotel's image, and even related to the survival and development of the hotel. xxx Hotel marketing work is proposed to be guided by the guiding ideology of the future is "all-round, have a focus on the whole mobilization, grasp the main force! ". In accordance with this guiding ideology, marketing work focus on the following items:
1, strengthen the leadership and strength of the marketing team
Marketing work by the general manager to personally grasp. Marketing Department establishment of 7 people, including: manager 1 person, artwork 1 person, 5 marketers; responsibility for the division: urban areas 1 person (including major bureaus and commissions, schools, etc.), (major coal mines and thermal power plants, cement factories and other large-scale enterprises, industrial plants and mines, 2 people), the township offices 1 person, xx city and neighboring municipalities and counties 1 person.
2, re-market segmentation
Do a good job of understanding the market, familiarize themselves with the market, subdividing the object of the source, is the imperative of the Marketing Department. Through the segmentation to clearly grasp the basic situation of the key sources of customers, and grasp them to establish or further close relationship. Marketing Department in the skilled grasp of a variety of product types, prices, quality, condition and rooms, catering at the same time the basic situation, and customer visits, communication and signing work, with the hotel's advantages and marketing tools to win customers, to establish a good working relationship. Marketing Department's customer files should be carefully organized, management, and do customer tracking work (there are consumer dynamics someone to follow, housing someone to follow, dining someone to follow, meeting someone to follow, settlement someone to follow, seek advice someone to follow).
3, fixed duties, responsibilities, tasks, rewards and punishments.
Consider first in the marketing department to implement the basic salary + benefit salary wage system. Hotel monthly to the marketing department of each person under the sales task to complete the task award (commission), the task is not penalized, the bottom is not guaranteed, the top is not capped. Specific basic tasks, commission rate, basic salary from the Ministry of Finance and Marketing Department *** with the views. Determined by the general manager of the hotel office.
4, grasp the marketing and publicity offensive
The hotel should pay attention to the investment in publicity later, and actively participate in some public welfare activities, so as to expand the popularity of the xx hotel, so that the community recognized.
5, predict the market situation, grasp the sales opportunity
Predict the sales market, grasp the good business opportunities is one of the magic weapons of the hotel marketing work. Marketing Department is not only the main force of the sales of products, but also the hotel decision-making staff, some market information and opponents of the business changes, are often marketing staff to obtain.
6, the development of a marketing plan focused on soliciting meetings
Because the hotel is closer to the city offices, coupled with convenient transportation (from the train station near), therefore, in general, more foreign casual guests, take the initiative to the hotel accommodations, dining, so that is bound to room occupancy and food and beverage sources have a certain basis. It is also the main favorable factors in our operation. But our current number of rooms up to 206 (sets) can be said to be the largest number of rooms in the local industry. Therefore, the room marketing must focus on the meeting, through a variety of relationships, a variety of channels and a variety of means to solicit xx city, xx city and even provincial and national conferences. Marketing Department in the increase of full-time marketing staff at the same time, in xx, xx and xx urban areas to hire some part-time marketing staff, specializing in soliciting a variety of meetings (can be carried out on a commission basis). At the same time, we should strive to get the support and help of the municipal government, to understand and grasp the dynamics of the meeting of the bureaus, to carry out a strong marketing offensive, to achieve the size of the meeting does not let go of the business idea.
7, planning the establishment of xx city office director association
Office director of each unit, in general, are responsible for mastering the hospitality of the organ of the meeting arrangements, therefore, regularly organizing him (her) to the hotel to participate in the activities of the association, not only to increase the communication with him (her) and contact, and can be a timely understanding of the source of knowledge of each unit.
Office Director Association, to teach the office of modern management knowledge, exchange of office experience and information as a prerequisite, combined with the director of the hotel to solicit suggestions and requirements, release some of the hotel's new initiatives, tasting the hotel's new dishes, collect units of consumption dynamics. (Can be localized gradually)
8, planning the launch of xxx hotel "gold card" (worth 10,000 yuan), "silver card" (worth 5,000 yuan), "jewels card " (worth 3,000 yuan).
1, the use of the above card for a period of one year;
2, the above card can not be refunded after the purchase of cash;
3, the above card are enjoying the hotel to make the corresponding special discount prices and services;
4, the purchase of the card need to receive an application form for the purchase of the procedures for joining the club;
5, such as purchased after the card is completed the use of the amount of money, if you need to renew the card must be in the card. Card injected with the first purchase of the same amount in order to enjoy the corresponding benefits and services of the card;
6, mobilize all employees and sales staff to participate in the sale of cards, sell commission (
)