How to write a personal work plan for hotel management in 2121

The front office is a functional department responsible for attracting and receiving guests, promoting hotel services such as rooms and restaurants, and providing various comprehensive services for guests. It is the business window of the hotel and an important window reflecting the overall service quality of the hotel; It is the place that leaves the first impression and the last impression on the guests; Has a certain economic role; Have a coordinating role; It is an important department to establish good guest relations. According to the functions of the front office, the following work plans are made:

1. Formation of personnel team

During the preparation of the hotel, besides the preparation of hardware, the most important thing is the formation of personnel team. The establishment and staffing of the front office will affect the cost level of the hotel, so we should proceed from reality, simplify the organization and have a clear division of labor. It is necessary to carry out the survival of the fittest, provide excellent employees with knowledge training on job skills, and take on-site training as the mainstay, regularly evaluate, test and assess, and give specific guidance and education, so as to continuously improve the business skills of employees and make the employees in the front office meet the standards of hotel employment.

Second, pay attention to training

As the facade of the hotel, every employee should directly face the guests, and the attitude and quality of employees reflect the service level and management level of the hotel. Therefore, the training of employees is the top priority, and a detailed training plan needs to be formulated for the front office. With good service skills and proficient business knowledge, we can provide high-quality, efficient and fast services. Only when employees are well trained can employees have excellent skills to provide quality services to their guests.

Third, strengthen employees' awareness and skills of sales promotion

Front office employees, especially those at the front desk, must master the art and skills of sales promotion at the front desk. Grasp the characteristics of guests, carry out targeted sales according to different requirements of guests, and recommend the most suitable products to the most needy guests, so as to achieve twice the result with half the effort. While striving to improve the occupancy rate, strive for profit.

fourth, increase revenue and reduce expenditure

in order to protect the environment and take the road of sustainable development, "increase revenue and reduce expenditure" is the pursuit of every hotel. The front office staff should also actively respond to low-carbon management, control costs and carry out activities of saving and reducing expenditure, which not only caters to customers' green needs, but also creates economic benefits for hotels, killing two birds with one stone. You can start from the dribs and drabs in your daily life, turn off the tap, turn off the unnecessary power switch, and reuse the reverse side of used A4 paper.

5. Pay attention to and adopt the opinions of guests and advocate personalized service

Always consult the opinions of guests and attach importance to their complaints. The opinions of guests are an important channel to obtain quality information and important materials to improve management. Listen to and solicit the opinions of the guests extensively, reflect and report to the superiors in time, and take a positive attitude and handle them properly. In order that our service can be turned into customer satisfaction. Advocate personalized service to attract customers' attention, improve customer satisfaction and strive for more repeat customers.

6. Pay attention to coordination with various departments

A hotel is like a big family, the front office is the nerve center department of the whole hotel, and it has close working contact with departments such as catering, sales and guest rooms. If there is any problem, we should actively coordinate with relevant departments to avoid the deterioration of things, because everyone's common purpose is for the hotel, and failure to solve and deal with it will bring certain negative effects to the hotel. Therefore, the work contact, information communication, unity and cooperation between departments are particularly important.

How to write personal work plan for hotel management in 2121

1. Hotel fire safety.

(1) Do a good job in daily fire control, conduct fire control safety inspection in a planned and step-by-step manner, establish fire control safety files and record the results of each inspection, and eliminate problems in time when found.

(2) Hotel security guards are firemen, and each team member is required to know the basic measures of fire prevention and the basic methods of fire fighting; Will call the police, use fire-fighting equipment, put out the initial fire, and organize evacuation.

(3) Carry out fire fighting knowledge training, improve fire safety awareness, and conduct fire fighting drills, so that each team member can master the basic skills of fire fighting skillfully.

(4) Let every team member know how to check the soundness of fire-fighting facilities and equipment, and stop all illegal acts of destroying fire-fighting facilities and equipment, such as illegal occupation of fire exits, unauthorized demolition, misappropriation and occupation of fire-fighting facilities

Second, the hotel's anti-theft.

According to the actual situation of our hotel, the following aspects should be done well:

1. Inspection of hotel employees, and check the articles brought by employees according to the requirements of the employee handbook. Register the articles brought into the hotel by employees.

2. Vehicle inspection: strictly inspect the articles on the vehicles entering the basement. All articles belonging to the hotel must be signed and approved by relevant personnel before they can be approved and released.

3. Monitor the entry and exit of valuables in public places of hotels, such as people entering and leaving from the entrance of lobby, the entrance of Chinese restaurant and the back door of western food.

third, the hotel's damage prevention.

1. Strictly check the safety of the hotel's public places, and prevent other people from entering the hotel to prevent employees and guests from bringing dangerous goods into the hotel without authorization; Pay attention to the situation of people entering and leaving, do not allow outsiders to damage flowers and plants, do not allow outsiders to stay in the main square for a long time, and do not allow hotel employees to stay in the front parking lot; Pay attention to tracking and asking people without clear targets, take timely measures when suspicious circumstances are found, and pay close attention to people who enter and leave the hotel after zero;

2, vehicle safety, strictly implement the public security management system, do a good job in public security prevention such as vehicle registration and patrol.

3, the personal safety of hotel employees and guests, quickly and properly handle all kinds of disputes between guests and between guests and hotel employees, and investigate some simple cases and write investigation reports. In case of a major case, you must report it immediately, protect the scene and report it to the police to assist the police in their investigation.

current team status and work difficulty;

1. The players are lazy and can't stand the pressure.

2. The external labor shortage has made the team members in this department have a serious tendency to quit their jobs.

3. The outmoded and confused clothing can't reflect the fashionable elements of this hotel.

4. The basic equipment is basically in a state of nothing.

5. The lack and loss of personnel make it difficult to start the work.

6. Please pay attention to the construction of security team.

How to write personal work plan for hotel management in 2121

First, strengthen cost control and establish cost quality control analysis system.

By analyzing and comparing various indicators of operating expenses in XX years, we think that cost control should be more detailed in terms of increasing revenue and reducing expenditure. This year, our department will establish a cost analysis and control system, requiring each team to do a good job of dosage registration and comparative analysis of related cost indicators. For example, the consumption of disposable items in a room is more than X million yuan per month on average, and the daily consumption cost of disposable items in each room is X yuan, accounting for about X of the room cost. From June, we require the floor to strengthen the control of the consumption of disposable products, and make a monthly comparative analysis of the consumption of disposable products to check and fill in the gaps and reduce the consumption cost. Pa Carpet Class and Laundry Room are responsible for cleaning carpets, linens and uniforms in the whole store respectively. The market price of professional detergent is relatively expensive, so we ask the team to compare the washing effect in controlling the dosage of chemicals, and use different detergents for different linens. Do a good job of monthly analysis to reduce the cost of chemicals.

in xx years, the maintenance expenses of our department reached xx million yuan, accounting for xx of the annual operating expenses. This year, while ensuring the normal use of guest room equipment and facilities, our department strictly controls the maintenance cost, confirms the parts that need to be replaced by the supervisor or foreman, completes the registration of the use of replacement parts, and summarizes the maintenance list every month to check with the engineering department to feedback the quality effect and reduce the maintenance cost.

second, refine the responsibilities and implement the foreman responsibility system.

this year, we will strengthen the management of the department, and the foreman in charge will be fully responsible for the work of people, finance, materials, work efficiency, property, equipment and facilities maintenance, customer compensation review, etc. in the area under his control, and will be present to supervise and reduce the complaint rate. The foreman in charge will take joint responsibility for the service quality problems in the area under his control as a reference for the monthly work quality assessment.

third, stimulate the enthusiasm of employees and try out the reward mechanism for employees' work.

This year, our department will try a new reward mechanism when assessing the quality of employees' work. On the basis of good basic assessment items such as work discipline, work attitude, obedience consciousness and service standard, we will set up "work efficiency award-which means accurate and quick work, basically no complaints" and "hygiene quality award"-which means normal room equipment and facilities, sanitation and cleanliness, beautiful bed making and correct equipment. These individual awards are used to replace the previous comprehensive scoring assessment methods, and appreciation is used to stimulate the enthusiasm of employees. The occupancy rate is the main indicator of the income assessment of the housekeeping department.

according to the preliminary calculation, in XX years, the average selling cost of each room in our department without depreciation was xx yuan, the average house price was xxx yuan, and the gross profit of selling a room was xx yuan. Through comparative analysis, we tentatively conceive of a sales incentive mechanism for the main desk. Based on the planned rental rate in the monthly operating index, combined with the average house price, the reward amount of the reception group of the front desk is calculated according to the percentage of the increased operating income, so as to increase the awareness of active sales of the front desk staff and arouse their enthusiasm for selling houses.

fourth, do a good job in information collection and service return visit of frequent customers.

We will pay more attention to the hotel regulars and major customers, and gradually establish a return visit system. Regular customers and long-term guests can be appropriately given a bigger discount on the room price, and we will retain old customers with preferential measures.