including: the overall environmental layout of the hotel, the quality of employees, the quality of products, the establishment of marketing mechanism and external publicity strategies. 1. environmental factors

hotel environmental factors include external environment and internal environment. The external environment is the first sense, clean roads, bright doors and windows, beautiful green environment, perfect drainage and sewage system, standardized signs, convenient service facilities and reasonable peripheral lighting, plus the professional operation and service etiquette of peripheral staff are the comprehensive elements that constitute the overall external environment of the hotel. The internal environment is all the environmental elements in the floors of various departments of the hotel, including business premises, office premises and production sites: the business premises are clean and tidy, the goods and facilities are placed reasonably and uniformly, the staff gfd is clean and generous, well-trained and courteous, the service skills are professional and standardized, all kinds of goods are clean and hygienic (including usable and self-use goods), and appropriate work clothes are coordinated with the internal environment of the hotel; The background music is attached to the overall environment. Warm welcoming atmosphere, energetic staff, reasonable arrangement of staff's post position and standardized welcoming etiquette. Providing services to customers in a timely manner is an important part of the internal environment of the business premises. The office space is also a window to the outside world of the hotel. A clean and tidy office space will bring a sense of honesty and reliability to visiting customers and better reflect the attitude and work style of hotel managers. The internal environment of the production department is the key point of hotel management. We should combine the current scientific management mode to make the production workplace: the ground is clean and free of oil stains and water stains, the workbench is bright, all kinds of utensils are placed reasonably, the hygiene work is strict, the operation is standardized, the positions of each type of work are clear, the division of labor is careful, the gfd requirements for the personnel in the production site should meet the standards, the professional ethics education of employees should be paid attention to, the production process should be strict, and the production process should be arranged reasonably. 2.

Elements of staff quality

The hotel should set suitable minimum standards for staff quality for all departments, that is, only those who meet the minimum standards can formally become hotel employees, which specifically include the following points: the staff's own cultural level, words and deeds; Communication skills and service ethics standards that should be possessed when serving customers; Get along with colleagues, get along with superiors and subordinates, and communicate and cooperate with various departments, superiors and subordinates, colleagues, etc. during work, which are concrete manifestations of the quality of employees. In terms of service, it is necessary to maintain good communication with the guests and provide sincere service. The overall image of the hotel not only refers to the service personnel, but also includes other staff such as security guards, cleaners and other staff who are not directly involved in serving the guests. The staff of these departments should have professional service standards and etiquette when receiving or providing services to guests, just like those directly involved in services. The professional ethics of employees in the production department is mainly manifested in whether the production technology of each dish is rigorous, not wasting hotel production materials, hygienic production technology and improving quality. 3. quality factors

hotels provide services and food, so quality factors include two aspects, namely service quality and product quality. The personal qualities of employees, attitude towards work, proficiency in work skills and years of service included in service quality will affect the quality of service. More importantly, whether employees' loyalty to the hotel is unified or not will affect the quality of service to varying degrees. In addition, whether the hotel's hardware equipment (here refers to all the service facilities provided for the service) is compatible with the services provided by the hotel, and the hardware facilities, like the hotel's internal layout and decoration, are the first element of the whole visual sense, which will add icing on the cake to the service. Therefore, in order to improve the service quality, it is necessary to have good service personnel and corresponding facilities, coupled with scientific and sound management. If these main factors are kept good, the overall service of the hotel will have a new breakthrough. Secondly, product quality, which is the main economic source of hotel catering sales, should be strictly regulated and scientifically managed. 4.

Marketing mechanism and publicity

It is imperative to establish a reasonable and effective marketing mechanism according to the overall operating conditions of the hotel. The last quarter of this year will be the golden cycle of the hotel service industry, so we should seize the opportunity and do a good job in marketing and publicity. The shortcomings of the marketing system now formulated should be corrected in time, and new marketing talents should be recruited to develop new business scope, so that the hotel will have new vitality. In terms of publicity inside and outside the hotel, reasonable plans should be made, the overall image of the hotel should be further accurately positioned, the hotel brand should be established, and the positioning should be concise and clear. As far as the overall situation of the hotel is concerned,

we have good hardware facilities and a beautiful environment. The external environment, including convenient traffic routes and sufficient parking places, the social popularity gained by years of operation in Minhang area and the loyal customers trained for many years, are all good foundations for hotel marketing and publicity. However, compared with the famous hotels in Shanghai, we can only form a certain publicity effect in a small area. This is what a high-end hotel lacks. Therefore, it is necessary to strengthen the arrangement and rectification of several key aspects of the hotel, such as marketing, service and products, and initially form a marketing mechanism with the characteristics of the hotel, a more professional service system, and first-class products that customers can praise. Only in this way can it be consistent with the overall internal and external environment and hardware equipment of the hotel, and strengthening external publicity after the initial system is formed is the icing on the cake. 5. Summary

To sum up, the hotel should strengthen the implementation of the above four elements and formulate a reasonable implementation plan, which will further enhance the influence of the hotel on customers and the whole surrounding area. At the same time, the cooperation of various departments, effective communication, high standard requirements, effective execution ability and scientific management methods will definitely further enhance the overall competitiveness of the hotel. 6.

Based on the above discussion, the front office of the Food and Beverage Department should complete the following tasks in this quarter:

strengthen training and formulate service standards. At present, the service can only be regarded as a popular service, which does not allow customers to experience distinguished enjoyment. Therefore, different service standards should be formulated according to different consumption levels, such as luxury VIP rooms. Our current service is only to send excellent service personnel to provide services for guests, but there is a lack of corresponding service procedures in specific operation links, which does not reflect the high-standard service requirements. As a high-end consumption place, We want our guests to enjoy the service process, plus delicious food, so that the service will be remembered and widely publicized, and it is also one of the important factors to build a hotel service brand. For example, in the service of luxury VIP room, the staff required to be skilled in service skills, with a manager to follow up, pouring wine on all trays, strictly controlling the speed and order of serving, and providing dish delivery service. The requirements for making dishes should be strict with the quality of products in terms of modeling, taste and practice, and abide by the eating habits and personal hobbies of VIPs. In the service of dishes, the service personnel should understand the basic cooking techniques and eating methods of dishes. There should be strict regulations on the position of service personnel standing in the service area, and they should be more professional in service form, movement, language and expression. ?

strengthen the management and maintenance of internal environmental sanitation. According to the existing health standards, further follow up the rectification of environmental sanitation in various regions, clearly define the health responsibility areas in each region, implement special personnel management, and implement the regional health responsibility investigation system. The storage regulations of all kinds of articles in the dining area should be strictly implemented to cultivate the self-discipline of employees. When doing health inspection, it should be treated strictly, and there are problems that the parties must solve on the spot. For some areas that need greening and beautification, it shall apply for adding greening decoration. In view of hotel tableware hygiene and maintenance measures, we should reasonably allocate the consumption of each floor and room, and reward and punish managers for floors or areas where the consumption exceeds the standard, not just the fault of grassroots employees. The items in the room should be basically unified, and dirty, messy, damaged, personal items and irregular placement should be avoided. ?

Strengthen the implementation of gfd, courtesy, discipline and physical norms for all staff in the front office. At present, the overall situation of the front office is not ideal, so managers must start from top to bottom and lead their subordinates to strictly implement it within a certain period of time to reverse the current situation. ?

strengthen the introduction of new personnel and formulate relevant measures to reduce the brain drain. Personnel recruitment is the long-term work of hotel service industry, so how to retain excellent employees is the focus of personnel work. Therefore, it is necessary to enhance the horizontal communication and vertical communication of employees at all levels, purify employees' thoughts, reduce negative effects, and also enhance employees' work enthusiasm, strengthen the cultivation of team consciousness, organize some group activities after work, enrich employees' spare time life and enhance the overall cohesion. Where employees can be helped in life, department heads should guide subordinate staff to form excellent groups to help each other. The new employees should be provided with necessary early counseling to reduce the pressure from the new environment. Help them adapt to the hotel management model. External recruitment is a long-term job. In addition to the normal recruitment methods, all internal employees should be encouraged to introduce friends and colleagues who are willing to engage in service work, and if possible, they can recruit from other places. ?

supervision of service quality and product quality. The improvement of service quality is not only to strengthen training, but also to follow up and give full play to the leading role of key employees. In the production, the food delivery department should improve its work efficiency, prohibit stealing food, destroy the appearance quality of dishes, make the food delivery speed and time of each private room reasonable, and manage the food delivery department more strictly to ensure that the fast or slow delivery of food will not directly affect customers' dining mood, which will lead to customers' thinking of poor service and complaints. ?