Hotel work plan for the week?
First, the basic establishment of the hotel system system, the formation of a more standardized personnel management according to the overall requirements of the management system, has completed the various management rules and regulations, employee rewards and punishments system and the daily training and management regulations, so that the daily management work more institutionalized, standardized and more operational. Employee handbook and other systems of the first draft of the preparation is completed.
In addition to improving the original human resources management system, according to the labor law and labor policies and regulations, combined with the actual situation of the hotel, clear rewards and penalties, assessment, mobilization and selection, leave, labor relations, etc., and gradually improve the labor and personnel management system.
Second, in order to adapt to the development of the hotel and the staff's personal development needs, vigorously strengthen the training work?
In order to continuously enhance the hotel's competitive strength, improve the quality and ability of staff to meet the needs of the hotel and personal development of employees, the Human Resources Department has formulated the relevant training management regulations, and the implementation of the daily training checks. In the training planning and coordination of the corresponding work.
1, through the careful organization, do a good job in all kinds of training?
Induction training for new employees, **** organized two. A new hotel staff training **** more than 50 people to participate. The second phase of staff intensive training is assisted by the management company after the arrival of the ?
2, the effect of the daily training work of various departments is remarkable.?
Take the Rooms Department as an example, on the one hand, each team focuses on the quality of the staff, work attitude, service etiquette training; on the other hand, the implementation of the month's training plan, to complete the training tasks, and the organization of daily post business learning.
3, the organization of the staff to participate in the competition, testing the education and training of staff.?
Organize waiters to participate in the Tengzhou City Staff Skills Competition, won the second place in the group, the chef cooking competition group gold medal, etc.?
Third, strict "law enforcement", effectively rectify the disciplinary?
Management and rewards and penalties are important measures and means to do a good job of maintaining the system.
Therefore, before the establishment of the Quality Assurance Department, the Human Resources Department strictly enforces the rules and regulations, the staff code, so that merit must be rewarded, must be punished, everyone is equal before the system, and maintains the normal interests of the hotel and employees.
The Human Resources Department to take criticism and education, supervision and inspection, daily notification, fines and penalties, and a series of measures to address the phenomenon of employee violations. And increase the quality inspection efforts, strict implementation of the implementation of the service area of the system, seriously deal with the violation of the hotel regulations.
Fourth, strengthen the management, streamline the organization.
In 2017, the year of the owner's replacement, our department combined with the Jining Hong Kong Hotel management model, and gradually formed a personnel management system that can reflect the new hotel itself. In the organizational structure, with the principle of streamlining, necessity and reasonableness, according to the function and authority of each department, a reasonable three-tier vertical management model was set up, initially achieving the purpose of simple institutions, lean personnel, fewer levels and high efficiency.?
Hotel foreman work plan?
First, the hall surface site management?
1, etiquette and courtesy requirements of the daily meeting repeatedly practiced, the staff to see the guests to politely use language, especially the front desk cashier and the area to look at the position of the service personnel required to do a call to be answered, the requirements of courtesy and courtesy to the work of every drop, the staff to supervise each other, **** with progress.
2, before the class insisted on grooming instrumentation check, grooming instrumentation unqualified people require.... Qualified before going on duty, on duty found that the appearance of the problem immediately corrected, supervise the use of etiquette and courtesy to the guests, the staff to develop a good attitude.
3, pay close attention to the positioning of the post and service awareness, improve service efficiency, for service personnel in the dining peak time to carry out co . The deployment of the foreman or assistant director as the center at any time to support the busy stalls in the region, the other staff responsible for their own responsibilities, clear their respective work content, the division of labor and cooperation.
4, advocate the efficiency of the service, require employees as long as there are guests need service immediately for guest services.
5, goods management. From large items to small items whether it is a guest loss or natural damage, all things are required to do to follow the rules and regulations, evidence-based, someone to implement, someone to supervise, follow the list to the person, some summarize.
6, health management. Public **** area, requiring cleaning staff to see a foreign body or dirt must be cleaned immediately. The hygiene of each region requires the sofa surface, all around and dining table, the ground, no dust and no water stains, placed . Qi, no tilt. 7, dining time due to the guests to the store more. In the middle, there will often be guests queuing phenomenon, guests will show impatience. At this time it is necessary to foreman team leader personnel to make good reception before the peak reception preparation, in order to reduce the guest waiting time, but also should pay attention to the table position, to ensure that there is no error. Do a good job of explaining the work, shorten the waiting time, seriously receive each table guests, do busy but not chaotic.
8, buffet is a new project of the restaurant hall, in order to further enhance the quality of buffet service, developed a "buffet service. Body manipulation program", to further standardize the buffet service operation process and service standards.
9, the establishment of the restaurant case collection. System to reduce the chances of customer complaints, collect. Restaurant customers on the quality of service, quality and other aspects of the complaint, as a way to improve the daily management. And service to provide an important basis for all restaurant staff to collect. The case of analysis and summarization of the problem to come up with solutions, so that the daily service is more targeted to reduce the rate of customer complaints.
Second, the daily management of employees?
1, the new staff as an important part of the restaurant staff, can quickly integrate into the team, tune. Good transition mentality will directly affect the quality of service and team building. According to the characteristics of new employees and entry into the job, to carry out thematic training, please keep this mark the mindset of the staff, facing up to the role of transformation, recognize the characteristics of the catering industry. Make new employees in the heart. On the full preparation of the mind, alleviate the role change due to the discomfort caused by the dissatisfaction, accelerate the pace of integration into the catering team.
2, focusing on the growth of the staff, always pay attention to the staff's state of mind, the requirements to maintain a good working condition, from time to time to organize the staff to learn, and to the staff to carry out the assessment, to check the effect of training, and found that deficiencies make up for the timely and improve on the training program, and regularly find employees to talk about their minds to do the ideological work, to understand the recent work of their work to identify the problem.
They will be able to find a way to solve the problem.
3, combined with the actual work to strengthen training, the purpose is to improve work efficiency, so that the management. More standardized and effective. And combined with the daily restaurant case study in the form of analysis, so that the staff members of the daily service has a new understanding and . Understanding, in the daily service consciousness to form a consistent .
Third, there are shortcomings in the work?
1, in the process of the work is not enough detail, the work arrangement is not . , the work of more cases, the main and secondary is not very clear.?
2, the lack of communication between departments, often out of things only after the existence of the problem found.?
3, the training process is not much interaction, reducing the vitality and vigor?
Fourth, the 2017 work plan?
1, do a good job of internal personnel management. , in the management of a strict system, a clear division of labor.?
2, in the existing regular meetings on the basis of further deepening the content of the regular meetings, enhance the depth and breadth of the seminar, the quality of service seminars to build a communication of all service personnel, learning from each other, learning from each other, sharing service experience, stimulate the mind?
3, will be based on the existing service level of service on the basis of innovation and enhancement, the main focus on the details of the service and humanized service, improve the entry qualifications of service personnel, enhance the salary assessment of the service staff treatment standards, to strengthen the daily service, set up a high-quality service window, create service highlights, in the brand on the basis of the brand of new service brands.
4, in the management of goods on the responsibility of the person, there are rules and regulations to follow, there are evidence, someone to implement, someone to supervise.?
5, increase efforts to the maintenance of member customers.?
V. To the restaurant.
5, on the restaurant. The planning of the operation?
1, strict management system, employment training system, divided into clear job assessment level, enhance the staff's sense of competition, improve personal qualities and work efficiency.
2, enhance staff awareness of benefits, strengthen cost control, cost savings. Training staff to develop good saving habits, co . Water and electricity, etc., found that the phenomenon of waste, timely stop and strictly enforce the relevant penalty system.
3, to strengthen the coordination between departments.
4, heavy food safety and hygiene, and grasp the various safety management.?
5, carry out multi-channel publicity, promotional activities and mutual cooperation with neighboring companies to increase the membership rate.?
Hotel front office supervisor work plan?
(1) to assist the manager to do a good job in the overall operation of the front office, and reasonable arrangements for personnel, arrangements for the store staff accommodation;?
(2) can do 3 regular meetings on time every day, and put forward the shortcomings of the day's work in the regular meeting, and take timely and appropriate measures to deal with them, at the same time to summarize the day's work and make a good record;?
(3) to develop the store's work schedule. Let the front office staff work according to the day's work sheet, and mark the important things in the work sheet. The development of the store worksheet is to be able to better familiarize themselves with the day's work tasks, so that it can also reflect the transparency of the work and the progress of the work;?
(4) to grasp the daily traffic and turnover, and weekly traffic and monthly traffic statistics, to develop the corresponding marketing plan, and at the same time, according to the week to week, month to month turnover comparison, to find out the shortcomings, to make a summary and the corresponding countermeasures;?
(5) do a good job of the department's fire safety "three one" work, to do a daily check, a weekly training, a monthly drill, and make the appropriate records;?
(6) Supervise the welcome service. Implement the service program to meet the reasonable requirements of the guests;?
(7) Participate in the reception of the front office, and record the problems found in the work, and make the corresponding improvement program;?
(8) Develop training programs. Correctly carry out a series of training for the staff, to further strengthen the problems found in the work, to avoid future work. Assist employees to establish the correct values and hotel ethics;?
(9) close cooperation with the front desk cashier, to record the daily turnover. Keep track of the day's spare cash claim, rationalize the arrangement of change, to ensure that the cashier's normal checkout;?
(10) the handling of guest complaints. Guest complaints are mainly divided into: "face-to-face complaints" "telephone complaints" "written complaints" three kinds of hotels mainly face-to-face complaints more. Regardless of which complaint, we must stand in the position of the guests, first of all, we must emotionally gain goodwill and trust, for the guests to put forward the request, if it can be resolved face-to-face, it will be resolved immediately. If it can not be solved, the first time to notify the higher leadership, and with the leadership to make the appropriate solution, in the first time to the guests to solve. If there is a designated person to complain, the first thing to do is to understand the situation with the person concerned, if the problem can be solved in their own authority, they will solve the problem themselves, if it exceeds their ability to work, they should immediately consult with their superiors to report the situation, truthfully report the situation, discuss the solution with the leadership, and put forward their own ideas, and give the guests to solve the problem within the first time, and inform the guests of the designated complaints about the staff's views on the handling of complaints, and then Apologize to the guest, do not let the guest take away the dissatisfaction away. Such a guest complaint must stand in the company's interests and the interests of the guests win-win state to deal with.
Hotel food and beverage manager work plan?
First, the work plan?
1. Restaurant internal management?
(1) Participate in the development of reasonable annual business objectives of the restaurant, and lead the restaurant staff to actively complete the business indicators.
(2) According to the market situation and the needs of different periods of time, with the head chef **** with the discussion and development of food and beverage promotional programs, and in the implementation of the process of collecting feedback from guests to improve.?
(3) develop staff job responsibilities and service standards program, supervise and check the restaurant management and staff in accordance with the service standards of guest services, and constantly improve the quality of service and work efficiency.?
(4) grasp the staff team construction, grasp the staff ideological trends, through the staff assessment, assessment, for the excellent staff to provide opportunities for promotion and salary increase.?
(5) Arrange for a person responsible for the development of staff training plan, and organize staff to participate in various training activities, and constantly improve staff service skills, techniques and service quality, improve work efficiency.
(6) at least once a month to convene a general meeting of all employees of the restaurant, analyze, inform the restaurant monthly operating indicators, income and expenditure, to solve the current problems; listen to the staff on the internal management of the restaurant and the external sales of the views and suggestions, so that employees are widely involved in the management of restaurants.
(7) work closely with the kitchen, check the quality of dishes, and timely feedback to guests, improve the quality of dishes to meet the needs of guests.
(8) establish a restaurant materials management system, strengthen the management of food materials and items in the restaurant, as well as the collection and storage of food materials and items, check whether the cost of food and raw materials in the front office and kitchen is too high, ensure that the transfer of all the costs in and out of the transfer is reflected, and rationalize the use of water, electricity and other resources to reduce waste, reduce costs and increase profitability.?
(9) grasp the restaurant health work and safety work, regular inspection of the restaurant cleanliness and hygiene, cleaning and organizing all areas of the restaurant, to provide guests with a comfortable, high-quality dining environment.
2, marketing?
(1) the use of various channels to vigorously publicize, increase the restaurant in the local know-how, establish a good image, create a strong brand, deep into the market.
(2) Seek the opinions of guests, deal with guest complaints, degree to meet guest requirements.
(3) whether the enterprise can be long-term, lies in the cultural appreciation and inheritance, firmly grasp the good **** corporate dining culture, from the restaurant decoration and decorative style and high-quality meals, as well as warm and cozy service, the degree of my restaurant's cultural themes and connotations, so that the restaurant has unlimited vitality.
3, business strategy?
My restaurant has a good location, there has been a relatively good dining atmosphere, the flow of people and the customer base is relatively optimistic, at the same time, the surrounding a variety of fast food restaurants, noodle shops, seafood restaurants, Sichuan restaurants, etc., these a wide range of food and beverage forms are our competitors to varying degrees, only to do a good job in my restaurant the quality of the work, especially the quality of service, in order to be in an advantageous position. The position.
(1). We have to operate in a full range of at the same time, the introduction of their own characteristics, carry forward their own characteristics, to focus on my restaurant's signature products to do fine and good, the fist clenched tightly to fight out the power.
(2). Combined with the leisure characteristics of the market, the appropriate increase in leisure and entertainment settings.?
(3). In order to ensure the development and profitability at the same time, we strengthen the struggle to expand the scale, open branches in different places, the implementation of multi-store operation, the realization is the goal of our efforts.?
Second, staff training?
The purpose of training is to improve the professional quality of staff through the staff in the heart, voice, rituals, etiquette, shape, professional knowledge and business skills and other aspects of training, improve the management level of the restaurant business and quality of service, so as to achieve the goal of restaurant management. Therefore, for new and old employees, should be trained in the following areas:?
1. Restaurant basic knowledge training?
Including the restaurant's founding background, geographic location, architectural style, business philosophy, business characteristics, customer status, organization, rules and regulations, hotel product knowledge and other content, so that the new employees will be into their own "home" has a comprehensive understanding and understanding of the old staff to strengthen their own quality of work, care and help new employees. The company's website is a great source of information about the company's products and services.
2. Restaurant etiquette and courtesy training?
Including strict grooming, instrumentation, grooming, expression, eyes, language, action and other aspects of the requirements and how to respect the guests' religious beliefs, customs and habits. All employees must be trained in the knowledge of etiquette and courtesy before starting work, and master the requirements of the restaurant on the practitioners in the above areas, so that in the future work of the service at all times and everywhere to reflect the respect for the guests, to meet the guests' requirements.
3. Restaurant awareness training?
Consciousness determines human behavior, behavioral habits. Therefore, in the training of staff must also cultivate their restaurant awareness, such as service consciousness, role consciousness, quality consciousness, team consciousness, obedience consciousness. Simply put, the so-called service consciousness is "guest consciousness", that is, the staff should do in the heart of the guests, the eyes of the guests, always for the sake of the guests, to meet the needs of the guests. Role awareness means that employees should understand their own at different times, occasions play the "role" and this role gives the specific requirements. Quality awareness is to staff clear restaurant service quality requirements, understand the characteristics of the restaurant service, set up a "zero defects", "a time to do a good job" determination. Service for guests is the real all of the work of the restaurant staff, although the restaurant is divided into many different departments and different positions, their job responsibilities are basically different, but they have a **** the same purpose: all for the guests. Therefore, employees should obey the needs of the work, obey the needs of the guests, to develop a sense of teamwork, so that "the division of labor is not divided".
4. Business training?
New employee business training can be carried out from the knowledge, skills and other aspects. Knowledge to enough guidelines, should not be too much depth, the purpose is to help new employees on the job can work smoothly; skills focus on the specific operating procedures of the post, as far as possible to enable employees to master the necessary service skills. In addition, employees should be basic emergency capacity training to improve their ability to deal with unexpected problems. Restaurant products have the characteristics of production and consumption synchronization, service implementers and service recipients are people, people are diverse, so the restaurant service has a strong randomness, will inevitably occur a variety of unforeseen problems, restaurant staff must have a certain degree of adaptability. Such as guest complaints, can be a correct concept of serious treatment, and according to scientific procedures, the more appropriate way to deal with; restaurant safety management has a certain understanding of the simple grasp of the use of commonly used safety facilities, in case of emergencies can be properly and effectively dealt with, and can try to minimize the loss of?
Third, the manager of the job?
1. Patrol?
Tour of the restaurant overall departments, backstage indirect service departments, etc., for work guidance, able to use a keen professional eye to find problems and solve them in a timely manner?
2. Supervision and inspection?
Through inquiries, meetings, and on-site inspections, the company understands the implementation of various business operations, handles various emergencies, and avoids accidents.
3. Reporting?
Attend the relevant regular and related business meetings, report the implementation of the work of the catering department, the progress of the work and the higher leadership to solve and coordinate the problem, at any time to the superior report major emergencies.
4. Preside over the meeting?
Communicate the general manager of the regular meeting of the food and beverage sector instructions, layout and implementation of specific implementation methods, check the implementation of the day reception plan, layout of tomorrow's and tomorrow's work plan, business and improvement measures, listening to the report, internal coordination, checking and summarizing the last regular meeting of the work of the implementation of the work of the arrangement.
5. communication?
Communicate with the relevant business departments and functional departments, communicate with the community, communicate with subordinates, exchange ideas, exchange information, establish feelings, and deal with interpersonal relationships.
6. Program?
Formulate the objectives and plans of the catering department departments, the formulation of daily work procedures, daily sales promotion plan and special sales promotion plan, the preparation of raw materials and supplies procurement plan, menu update and selection plan, staff training program.
Hotel marketing plan?
First, the establishment of the hotel sales public relations communication network?
This year, one of the key work to establish a perfect customer file, the guests according to the signing of the key customers, conference reception customers, customers with development potential, etc. to classify the file, detailed records of the customer's unit, the name of the contact person, the address, the amount of money consumed throughout the year and the discounts given to the unit, etc., the establishment and maintenance of business contacts with the government agencies and organizations, the various enterprises and public institutions, businessmen, celebrities, entrepreneurs and other important customers. Entrepreneurs and other important customers business contacts, in order to consolidate the old customers and the development of new customers, in addition to regular and irregular daily sales visits to customers, in the end of the year, the plan to convene a large-scale customer appreciation in the appropriate period of time will be held in liaison, in order to strengthen emotional exchanges with customers and listen to customer comments.
Second, to develop and innovate, the establishment of a flexible incentive sales mechanism. To open up the market and strive for customers?
This year, the marketing department will cooperate with the hotel overall new sales system, re-developed to improve the XX marketing department sales task plan and performance assessment management implementation rules, sales representatives to implement the work of the diary record, each working day must complete the visit to the two new customers, three old customers, four contact phone number of the two, three, four work steps to the completion of the monthly sales task and the work of the diary record comprehensive assessment of sales representatives. Diary comprehensive assessment of sales representatives. Supervise sales representatives, through various ways to obtain groups and casual customers, stabilize the old customers, the development of new customers, and visit in a timely manner to understand the collection of guest comments and suggestions, feedback to the relevant departments and the general manager's office.
Emphasis on teamwork, emphasizing mutual cooperation, mutual help, to create a harmonious, positive work group.
Third, warm reception, thoughtful service?
Reception groups, meetings, customers, to do the whole tracking service, "all-day" service, pay attention to the service image and instrumentation, warmth and thoughtfulness, for all types of guests to carry out special and targeted services to maximize to meet the spiritual and material needs of guests. Make a questionnaire of the meeting activities, to customers to seek advice, to understand the needs of customers, timely adjustment of the marketing program.
Fourth, do a good job of market research and promotional activities planning?
Often organize departmental staff to collect, understand the tourism industry, hotels, hotels and their corresponding industry information, to master its management and hospitality service trends, for the general manager of the hotel room to provide a comprehensive, real, timely information in order to develop marketing decisions and flexible sales program.
V. Close cooperation and active coordination?
Work closely with other departments of the hotel, according to the needs of guests, to give full play to the hotel's overall marketing vitality and create benefits.?
Strengthen the relationship with the relevant publicity and news media and other units, fully utilizing a variety of advertising forms to recommend the hotel, publicize the hotel, and strive to improve the hotel's visibility, and strive for the support and cooperation of the work of these public units on the hotel.
In XX, the Sales Department will be under the correct leadership of the hotel leadership, and strive to complete the annual sales task, innovation, unity and hard work, to create a new image of the marketing department, a new realm.