First, the main problems:
1, the comprehensive quality of managers is not high, which is manifested as follows: First, the professionalism, dedication and sense of responsibility are poor, and the work standards are low. They just want to get by, don't work too hard, can't do big things, and small things are praised every day; Work is casual, and it can be pushed and delayed. Few managers will not do the work arranged by their superiors, and will deal with it if they really can't do it. Second, the work is not in-depth, not solid, willing to do superficial work, set an example, work is unreliable, encounter problems, and the departments and teams under their jurisdiction are inefficient and have many problems. They only practice singing, not working. Third, liberalism is serious. They don't talk at the meeting, but talk nonsense after the meeting, making irresponsible remarks to leaders and colleagues, playing two-faced, only studying people but not things. Fourth, weak sense of discipline, being late and leaving early, not asking for leave, not reporting, freedom. Fifth, we are lax in our studies. We don't study and study industry knowledge. We lack work experience and professional knowledge. We know nothing about the work we are responsible for. We think we are doing something and have no policy basis to deal with the problem. Sixth, the mass base is poor, they don't care about or rely on employees, they are unfair in dealing with people, and they love to put on airs, just as employees say, "The officials are not big, but the employees are not small."
2. Poor service awareness. From managers to employees, there are different standards and ideas, and there is no real service-oriented operation mechanism. Even some people are seriously selfish, which greatly hinders the improvement of service level. First, it is impossible to be "polite, warm, cordial and friendly" to guests. Hotel front desk staff turn a blind eye to the guests, do not greet or smile, have low service efficiency, weak service consciousness, blunt language, dull expression and general attitude, and cannot be natural, cordial and enthusiastic in the service process; Second, indecent words and deeds, lack of professionalism. Most hotel employees stand, sit and walk in a way that does not meet the post specifications and requirements, and they lack professional manners. Bending tables and chairs, leaning against the wall, chatting together, walking among guests, and even getting in the way are all common things.
3. Teamwork is often superficial, and there is a lack of communication between the first and second lines. First, lack of initiative, develop the habit of relying on others and being afraid of taking responsibility; Second, prevarication, unwilling to do more; The third is individualism, unwilling to be the green leaf of others and unwilling to cooperate with others.
4. Lack of sense of ownership. Lack of sense of responsibility and love for the hotel, no concept of "the store is prosperous, I am ashamed", and I don't stop to report bad things when I see bad people.
5. The consciousness of saving for all staff is still too weak. Employees have not formed a good habit of saving water, electricity and solar terms, and there are many loopholes in management, which makes the hotel's property loss and waste, and the awareness of saving is not strong.
6. Weak safety awareness. The ability to deal with emergencies is poor, and some departments often have problems. Fundamentally speaking, it is still a problem of people and management.
7. Unfamiliar business skills and insufficient professional training.
When the room attendant opens the room door, he opens it directly with the key card without knocking or prompting. The setting effect of the auxiliary room is general, and the items are not positioned. The room attendant directly put the removed laundry on the disposable articles of the linen cart, which polluted the disposable articles on the cart. Restaurant waiters can't order names, can't change bone plates in time, and add tea, napkins and so on.
8, the middle strength is weak, management is not enough.
Some middle-level hotel managers don't understand the basic management knowledge of hotels, lack the proper management level and ability, and have insufficient understanding of tourist hotels. My behavior has been assimilated by the bad behavior of employees. Chatting with employees not only fails to fulfill the responsibility of managers, but also damages the image of the hotel.
9, the system implementation is not enough, personnel AWOL.
The assistant manager of the hotel lobby is nominal, and the phenomenon of getting off work is serious. Hotel welcome and bellboy settings are not clear. Most of the time, I didn't see the assistant manager and the bellboy in the lobby.
10, facilities and equipment maintenance is extremely poor.
In the three core parts of hotel rooms, catering and entertainment, the awareness of facilities and equipment maintenance is not in place, which is far from the corresponding star standards. It is necessary to make a maintenance plan for facilities and equipment to ensure that all facilities and equipment are in place.
All the above problems need us to attach great importance to, seriously study and completely solve in the future work.
(More wonderful articles from "Secretary Dont Ask For Help") The new "Star Classification and Evaluation of Tourist Hotels" will be implemented soon. The new standard puts forward higher, finer and stricter requirements for software services. All departments should attach great importance to it, carefully find out their own shortcomings, formulate rectification measures, improve management and service levels, create hotel characteristics and enhance hotel image. To this end, the hotel plans to create a three-star tourist hotel, and the plan is as follows:
1. Strengthen the training of middle managers and improve their comprehensive quality.
Middle managers are the backbone of the hotel, involving all departments of the hotel. The comprehensive quality of middle-level managers is directly related to the management level and service quality of hotels. Managers should be knowledgeable and professional. Therefore, on the one hand, hotels should strengthen the training and management of on-the-job middle managers, adopt the way of "going out, please come in", broaden their horizons, keep pace with the times, accept new management thinking and methods, and abandon old, localized and backward management thinking and methods. On the other hand, it is necessary to strengthen the training of reserve backbone and talents to ensure the circulation of fresh blood in the hotel; On the other hand, it is necessary to introduce competition mechanism, implement competition for posts, and break the traditional management mode and employment mechanism.
2. In practical work, the hotel puts the "Star Creation" work and daily work in the same important position, which complement each other and promote each other. It also improves the service quality and promotes the establishment of a three-star tourist hotel in Oriental Rome. From April to June, 2006, in order to achieve the goal of building a three-star tourist hotel, the hotel will carry out high-quality service activities to establish the image of "Oriental Rome is my home", standardize service terms, and ensure that the hotel is dressed with certificates.
3, highlight the key points, pay close attention to implementation
In the process of establishing a three-star tourist hotel, the hotel should always pay equal attention to the construction of material civilization and spiritual civilization, strive for good economic and social benefits, do the same arrangement, layout, inspection and implementation, adhere to the policy of "paying attention to both hands and being hard", and increase investment in spiritual civilization construction. The hotel will establish party branches, league branches and trade union seats. Focusing on the goal of "creating a star", we will further improve the hardware facilities, urge and rectify the irregular behaviors of hotel departments, and earnestly carry out the construction of software service projects around the goal of "creating a star":
(1), in accordance with the provisions of the national standard "Star Rating of Tourist Hotels" (gb/t 14308), strengthen learning, constantly improve, and organize personnel at all levels to conduct self-examination and rectification, which is in line with the national three-star standard. Conduct intensive training on "star service standard", service awareness and etiquette for all employees, and organize all employees to carry out business skill competitions. In addition, it also organizes employees to strengthen the study of rules and regulations, laws and regulations, enterprise rules and development plans. , in order to further standardize service behavior, improve service level, conduct monthly assessment, select personnel with excellent business skills to commend and reward, timely rectify the problems existing in star service standards, and strengthen training for those who fail the assessment.
(2) The hotel determines every Saturday as the star rating quality inspection day, and reports the problems found, and strictly requires all departments to carry out rectification.
(3) Improve the hotel management system and put the box on the wall in strict accordance with the regulations.
(4) During the establishment of the three-star tourist hotel, the city and county tourism bureaus were invited to inspect our store, and the problems raised by the city and county tourism bureaus were rectified in time.
With regard to the understanding of the work of establishing a three-star tourist hotel this year, our store has put the establishment work into the unit's agenda, closely focused on the working policy of "standardized management, brand building, strong marketing, and striving for benefits", centered on market demand, established "three consciousnesses" (that is, all-round sales consciousness, all-round cost consciousness, and whole-process quality consciousness), and implemented "three modernizations" (that is, procedures, standardization, and tabulation) in operation. Take the creation work as a comprehensive training for hotel staff, as a comprehensive maintenance of facilities and equipment, as a marketing of hotel products, and strive to build the hotel into a warm home for guests.
4, improve the organization, implement the division of responsibilities, to ensure the smooth development of the work. The hotel set up a leading group, headed by Wu Jinyuan, the executive deputy general manager of the hotel, and the managers of all departments as team members. The existing middle-level cadres were divided into several groups, which were responsible for learning and education, comprehensive coordination, service quality, cleaning and maintenance, etc. Publicize all creative processes, set up blackboard newspapers and special issues, and regularly publish creative situations. Establish a reward and punishment system. Time countdown, so that creative work in a planned, step-by-step and targeted.
5. Strengthen business training and improve service quality. First, send it out for formal training. In the quality education and training of middle-level cadres, our store will organize department managers, foremen and some outstanding employees to visit and study in other places, and will invite leaders of county tourism bureaus and municipal tourism bureaus and friendly hotel managers to our store for guidance, which will obviously improve the comprehensive quality of our store management cadres. Thirdly, for the general staff, our store implements the way of combining hotels with various departments. The hotel spends about 65,438+05 hours a month on unified training for employees, such as employee handbook, code of conduct, gfd, manners and etiquette, fire safety, etc. And conduct classified training on service skills, attendance regulations and operation specifications. After the training, the test scores are linked to employment and salary. Issued a series of documents such as three-star hotel standards, star hotel cleanliness standards, service quality scoring standards, and general service standards. And purchase the textbook Room Service and Banquet Hall Service compiled by National Tourism Administration for your study. Establish the hotel awareness of all staff, and comprehensively improve the service skills and level.
6, the implementation of hierarchical management, strict examination and awareness training, to ensure the level of star service. Our store implements a four-level management system of general manager-department manager-foreman-employee, and adheres to the principle of combining responsibility, power and benefit, vertical leadership and step-by-step management. Employees have only one boss, not beyond the management. Staff Manual, General Principles of Hotel Operation and Department Management Standard have been formulated, and the post responsibility system of department manager is implemented for middle-level cadres. According to the department manager's code of conduct, the department manager's responsibilities, the duty manager's responsibilities and attendance, and the quality inspection of employees in various departments who violate discipline or have outstanding deeds, the rewards and punishments are clear. According to the service standards of three-star hotels, the responsibilities of each post and the contents of personnel training, the measures of combining written examination with usual practical operation and quality inspection are taken for employees. At the same time, our store adopts "five strictness and five warmth" (five strictness: strict and meticulous system; Strict management; Strict discipline; Rigorous style; Strict and accurate rewards and punishments. Five warmings: employee birthday condolences; Half a year advanced a recognition; The first group of activities of the festival; Go to the hospital when you are sick; Marriage, funeral) as the characteristics of ideological education, establish employees' self-awareness of love and dedication to the store, cultivate employees' love, care, care and patience, urge employees to consciously follow the standard service principle, and be cordial, active, polite, enthusiastic, efficient and beautiful in their work.
7. Clean and sanitary, and create an elegant, warm and beautiful environment. The hotel pays special attention to the cleaning, maintenance and cleaning from the external environment, parking lot to reception hall, guest room and restaurant. Health responsibility is carried out from the department to the team to the personnel at all levels. Health is carried out according to procedures or daily, and cleaning is planned according to a certain period, but in general, the words "diligent" and "meticulous" are needed; In supervision, self-examination and step-by-step supervision are combined with hotel quality inspection; Measures, to ensure that the corresponding materials. For example, the laying of carpets in the lobby reduces the amount of dust brought in, and the addition of room vacuum cleaners facilitates the cleaning of carpets, and some high-quality and effective cleaning and disinfectants are adopted to ensure the quality and effect of cleaning.
8, do a good job in the maintenance of facilities and equipment and some updates and additions. In daily work, we should adhere to the principle of coordination between departmental maintenance and engineering personnel's guidance, make maintenance plans and maintain them regularly. In the way of division of labor and cooperation among engineers, the factory technicians are hired to guide the maintenance of some large and important facilities. This year, we have maintained or repaired the air-conditioning machine room, transformers, laundry equipment, wiring, pipe fittings, room air conditioning, electrical appliances, furniture, sanitary ware and some wall ceilings for many times to ensure normal operation and service quality.
9. Attach great importance to advertising, actively participate in social activities, pay attention to image building, and improve the added value enjoyed by tourists in our store. This year, our store will advertise in Travel.com, Xiaoyao.com, and publicize our service information on Wenzhou TV and Wenzhou Metropolis Daily in time. Established a good brand image for the hotel.
10. Establish safety awareness, improve safety facilities and formulate safety measures to ensure passenger safety. Our store regularly trains employees on fire protection and other safety knowledge; Increase standby power supply and relocate unsafe cooling towers; Conduct a comprehensive inspection of the floor fire extinguishers; At work, people are strictly required not to leave their posts, be careful, and put an end to any problems before they happen; Strictly require security personnel to implement night patrol system;
In a word, the situation we are facing is grim and the task is heavy. At the same time, hotels are also promising. Difficulties and hopes coexist, and challenges and opportunities coexist. Let's cheer up, join hands, work hard, seize the opportunity, meet the challenge, strive for three or four-star hotels, and create a better tomorrow for Holiday Inn Rome Oriental!
Finally, I wish the staff success in their work.
Thank you!