the year 211* will soon be over, and we will greet it with confidence. In the past year, the Sixth Plenary Session of the 16th CPC Central Committee was successfully held, and its meeting spirit inspired the people of the whole country to keep pace with the times. It was also a year to promote the three major themes of hotel "safety, management and service", and it was also an ideal year for the hotel to achieve its annual revenue and profit targets. On this occasion, it is necessary to review and summarize the work, achievements, experience and shortcomings of the past year, so as to foster strengths and avoid weaknesses, strive for progress, and strive to achieve better results in the new year.

1. Scientific decision-making, with the concerted efforts of Qi Xin, the hotel achieves four points of performance every year

According to the requirements of the center, the general manager team of the hotel formulated the annual work plan at the beginning of the year, and put forward the overall work ideas to guide the development of all work, namely, to strive to achieve the "three-innovation goal" and to accumulate "three-party advantages" in Qi Xin. The overall thinking determines scientific decision-making and guides the development of all work throughout the year. Coupled with the promotion of "three standards in one" certification and evaluation, as well as the practice of various performance activities, especially the encouragement of the Fourth Plenary Session of the 16th Central Committee in the second half of the year, the hotel general manager team led all department managers and supervisors, foreman, United all employees, and made concerted efforts with Qi Xin to make certain contributions in income generation, profit creation, excellence creation and stability, and achieved considerable achievements.

1. Income from operation. The hotel has increased its operating income by adjusting its sales staff, broadening its sales channels, introducing room-lifting incentives, and linking catering performance. The hotel's annual revenue was million yuan, million yuan more than last year, with an excess of%. Among them, the room income is RMB 11,111, the office income is RMB 11,111, the restaurant income is RMB 11,111, and other income is RMB 11,111. The average occupancy rate of rooms in the whole year is%, and the average annual house price is RMB/room night. The occupancy rate and average house price of hotel rooms are higher than the average of four-star hotels in the city.

2. Management creates profits. By paying close attention to management, tapping the potential, cutting expenditure and rationally employing workers, the hotel advocates economy and strict control in terms of labor cost, < P > energy cost, material consumption and purchasing warehouse management. The annual operating profit of the hotel is 11,111 yuan, and the operating profit rate is%, which is 11,111 yuan and% higher than last year respectively. Among them, the labor cost is 11,111 yuan, the energy cost is 11,111 yuan, and the material consumption is 11,111 yuan, accounting for%,% and% of the hotel's total revenue respectively. It is%,% and% lower than the target set at the beginning of the year.

3. Excellent service. By introducing brand management, the hotel strengthens the training of "appearance, smile and greeting" in the Basic Code of Conduct for Employees, strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of the reception department and post, and continuously improves the quality service level of employees. Therefore, in May this year, the Municipal Tourism Bureau organized an annual evaluation of the unannounced visits of star-rated hotels, and our store only deducted 2 points, which earned a high score for excellent service and ranked among the best hotels in the region. In addition, in the reception service of large-scale events, our sales, front office, guest room, property, restaurant and other departments or posts received letters of commendation from the event organizing Committee, all of which praised: "The warm and thoughtful service of hotel staff provided us with necessary logistics support in our daily life, enabling us to successfully complete this event."

4. Safety creates stability. By making security plans for large-scale events, the hotel has achieved "six defenses" such as daily fire prevention and theft prevention, and almost no accident occurred throughout the year. Under the care and guidance of the general manager of the hotel, the store-level leaders hold a feedback meeting of department managers every day to inform the situation and put forward requirements. The security department arranges cadres and employees to work overtime, patrol diligently and strictly prevent and control. With the cooperation of relevant departments, group prevention and group control ensure that all activities are foolproof and the hotel is safe and stable. The security class of the hotel security department was also rated as an advanced class.

Second, keep pace with the times, promote development, and improve the hotel.

The general manager team of the hotel took the lead in setting an example, organizing and guiding party member cadres and all employees, and earnestly studying and understanding the spirit of the Fourth Plenary Session of the 16th Central Committee. According to the actual situation of hotel operation, management and service, keep pace with the times, improve the quality and change the concept. Survival in the wave of market competition has made the second half of the whole hotel area highlight a gratifying change. Mainly manifested in the positive mental state of cadres and employees. The general meeting and small meeting of the hotel general manager repeatedly emphasized that cadres and employees should have a sense of urgency, be self-motivated and cultivate "spirit". Hotel management services are not high-tech and have no profound knowledge. The key is people's subjective initiative, people's mental state, loyalty and professionalism to hotels, and understanding and application of the true meaning of management and service. Store-level leaders also inspire and guide everyone to broaden their horizons, learn and forge ahead, and unite and cooperate by organizing various training exchanges for department managers, supervisors, foremen and employees. Realize your own value and feel the joy of life in the process of completing hotel management indicators, management objectives and reception tasks. Therefore, the phenomenon of mutual prevarication and scorn between department managers is less, and it is replaced by mutual information, mutual complement and mutual respect; If there are fewer people who ask for leave and are absent from the routine security check twice a month and the quality check once a week, they will take the initiative to attend and check carefully. In some large-scale activities, under the example of store-level leaders, department managers lead supervisors, foremen and their employees to work overtime and work hard. Although they are tired, they always keep up their spirits, adding luster to the hotel's window image.

Third, brand management, the hotel focuses on eight major tasks

In this year's certification process of "three standards in one" 6S management, the hotel held several special meetings, arranged training courses with different contents, and organized some pre-inspection and inspection. These have greatly promoted and guided the hotel management to be carried out in a more standardized way. At the same time, the hotel introduced the successful experience of advanced hotels at home and abroad, and combined with the management objectives and work plans formulated at the beginning of the year, the hotel and various departments mainly grasped eight major tasks throughout the year.

(a) to benefit as the goal, do a good job in sales

1, personnel adjustment. The hotel sales department opened the front desk and other positions, and only the sales staff were famous in the first half of the year, which was more than twice that of the star-rated hotels of the same size. The team of hotel general manager analyzes the reasons, and the key is people, which is the responsibility of the main managers. Therefore, the hotel decisively adjusted the sales manager and reduced the number of staff to five, which enhanced the sense of competition for posts and the sense of responsibility for active promotion.

2. Broaden channels. The original decomposition index of the sales department depends on people and lacks scientific basis. The business indicators issued by the hotel are difficult to complete on schedule. In view of the lack of market research, reasonable positioning and channel division in the first half of the year, the general manager team studied and approved the "sales plan" for the second half of the year after adjusting the department managers. Among them, on the basis of the original three natural sales channels, namely agreement company, online booking and door-to-door individual, we have expanded and increased channels such as exhibitions, teams, peers and membership cards, and set up special personnel in charge of the channels, and broke down the indicators according to the proportion of each channel's tourists to the hotel's total tourists. In this way, first, the division of channels is scientific; second, the index of decomposition is reasonable; third, it can inspire everyone's sense of responsibility and initiative in promotion; fourth, it can gradually reduce staff and increase efficiency again; and fifth, it can obviously promote the promotion of sales performance.

3. room offer reward. According to the hotel's marketing strategy of positioning itself as a business-oriented characteristic hotel, focusing on receiving business guests and individual guests from the agreement company, supplemented by online reservation and exhibition team, and referring to some successful experiences of peer hotels, the general manager team has formulated a certain percentage of commission reward for the front desk receptionist of the sales department after selling the house at a price higher than that of the agreement company. This room-lifting incentive policy greatly mobilized the receptionist's enthusiasm for promotion and service attitude, and made the hotel's individual income rise from 11,111 yuan in the first half of the year to 11,111 yuan in the second half of the year, an increase of about%.

4. Window image. The front office of the sales department not only makes full use of the room offer policy given by the hotel, but also pays special attention to shaping the window image of the hotel. First, sell and control rooms reasonably to ensure the maximum benefit of the hotel. For example, during this year's auto show and housing exhibition, reasonable operation ensured the satisfaction of the guests and the best interests of the hotel. The occupancy rate exceeded 111% for several days in a row, and the average house price also improved significantly. Second, improve the workflow and establish various inspection systems. Strengthen the revision and improvement of the reception and checkout, handover and other work processes in the front office, especially the use of "guest settlement bill" during checkout, which reduces the time for guests to wait for checkout and changes the cumbersome and error-prone checkout. Strengthen the on-site supervision of the supervisor. By increasing the platform time for the supervisor to go to the front desk, all kinds of difficult problems of the guests were solved in time, and it played an inspection and supervision role in the service of employees' smiles. Strengthen the double inspection of supervisors and foremen. The supervisor and foreman are required to check and sign the household registration of each shift every day to enhance the sense of responsibility of the supervisor and foreman. This year, household registration, visitor registration, online sending, etc. did not happen. In a word, under the leadership of the general manager, the front office department has set one record after another for the hotel by checking at every level, paying close attention to implementation, grasping the opportunity, and promoting sales efficiently. The proportion of individual guests in the total room income has increased from% to%, and the highest daily income is RMB, and the highest daily average room price is RMB. In the whole year, it received 11,111 guests and 11,111 foreign guests.

5. Complaint handling. The sales department, especially the front office post, is the facade post of the hotel, and it is also a relatively concentrated place for guests to ask questions, reflect the situation, make suggestions and complain. Based on the tenet of "guests first, service first" and "completely satisfying guests", from department managers to supervisors, foremen and even front desk receptionists, we can not only be polite and enthusiastic, but also resolve conflicts and properly handle complaints from large and small guests. Over the past year, the sales department * * * has received and handled complaints from guests, which has reduced the economic losses of the hotel by about RMB and won more repeat customers. In addition, according to the requirements of the hotel general manager team, the sales department started from passive sales to active sales, from disorderly work to orderly work, from inefficient negotiation to efficient negotiation, from non-basic management such as no market research and analysis to monthly market research and analysis and customer room delivery ranking, etc., which directly won a significant rebound in sales performance. In the second half of the year, * * * generated RMB million, an increase of RMB million or about% over the first half of the year.

(2) Take reform as the driving force, do a good job in catering work

1. Link performance. Although the restaurant is a department post of the hotel, it is the first to enter the market track in the management system, and the performance-linked reform measures are officially implemented in the restaurant, that is, the operating income index of the restaurant is approved to be 11,111 yuan/month, and the total salary is controlled to be 11,111 yuan/month. Under certain expenses and gross profit rate standards, if the revenue target is exceeded or not, the corresponding proportion of total wages will be deducted according to the proportion of completed or unfinished. This performance-based approach, on the one hand, gives invisible pressure to the managers, waiters, chefs and other personnel in the restaurant kitchen, and brings some negative effects, such as lack of ideological work or improper management; On the other hand, it makes everyone turn pressure into motivation, and promotes restaurants and kitchens to do business promotion work consciously and actively for creating more benefits. For example, restaurants open summer night markets, increase breakfast varieties and so on.

2. Competing for posts. In addition to the reform of the distribution policy, the mechanism of employing people and workers is also more flexible. Managers can go up and down, employees can go in and out, and they compete for posts according to their work performance, etc. These are all conducive to the smooth implementation of government decrees in hotels and departments, which are forbidden. Of course, if the main managers have poor quality or poor management, they will naturally have some adverse consequences. However, on the whole, the restaurant arranges the supervisors with excellent performance and ability to the responsible posts, promotes the hard-working employees to the foreman, and discourages the incompetent supervisors, foremen and employees, which more or less promotes the development of the restaurant's work and provides the guarantee of management mechanism for striving to achieve the revenue targets.

3. Assessment of food tasting. The hotel requires the chefs in the restaurant to create several new dishes every week or at least every other week, and the store-level leaders and managers of relevant departments will try to score the dishes, assess the chef's professional level, and at the same time suggest to promote the new dishes that are basically satisfactory. Over the past six months, the restaurant * * * has introduced more than a few new dishes, among which, iron plate ribs dumplings, spicy beef tendon, drunken chicken with Chinese flavor, fresh game, blue beans mixed with golden mushrooms and so on have been widely recognized by diners. In addition, the chefs with excellent assessment are commended and encouraged, and the chefs with poor business skills are required to be replaced in time.

in addition, the restaurant cooperates with the hotel, and receives many important guests throughout the year, with several tables and about person-times. The service reception of the restaurant has been basically affirmed and praised by the hotel and superior leaders.

(3) Focus on customers and do a good job in property management

1. Sell houses patiently. For example, the property management department rents Room 3322, and the owner is a travel agency, and he is just in the stage of starting a business. In order to reduce capital investment, he wants to rent a room with a slightly smaller area but a good location at a glance, so they took a fancy to Room 3322, which is very suitable for an area of nearly 18 square meters from Taikou. However, this room has been reserved by other guests. They stayed in the property department all day. Later, the property department took pains to introduce them to other rooms. After more than two days of continuous work, they rented Room 3346, which is 21 square meters larger than Room 3322. Thanks to the hard work of all the staff in the property department, the occupancy rate of the office reached%, exceeding the level of the same period last year.

2. After-sales service. When summer comes, the air conditioner doesn't cool, complain; The roof is leaking, complain; I found that someone used the company's supplies privately and automatically, and complained; When winter comes, the heating is not hot, complain; Even if there is a stool missing in the bathroom, you have to complain. Whenever the property department receives a complaint call, it never shirks its responsibility. First, it apologizes to the guests, and then it finds relevant departments to help solve it. After the solution, we should pay a return visit to the customer until it is satisfactory.

3. Call for room charge. It is also difficult to collect the room fee. Some guests don't pay the house fee on time for some reason, and the property department actively urges the account, not only by phone, but also by personally going to the room to collect the room fee every time they pay the fee.

(4) Taking quality as the premise, do a good job in guest room work

1. Morning meeting of the team. In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department has set up a morning meeting system for long-term packages and individual teams according to the hotel's requirements, arranged the work of the day, and standardized the appearance of each employee, so that all employees can be consistent in their thoughts and ensure that all work can be put in place. Summarize last week's work in the weekly meeting of the team, arrange and form words for next week's work, and include the contents of hotel-related documents, which fully embodies the work style of "strict, detailed and practical".

2. Safety inspection. In addition to the establishment of a full-time person in charge of security in the department, the safety knowledge training will be developed into a system throughout the year, reflecting different levels and contents. From the hotel's corresponding preventive measures, emergency handling methods to the inspection requirements of various electrical appliances, etc., start from scratch. Clear the person in charge of safety in each area, put it on the wall in the form of words, and emphasize the working principle of "who is in charge and who is responsible" and "working together". Carefully observe and check the hotel guests, visitors and passers-by to ensure that there are no omissions. complete