Developing a personal work plan deployment of the hotel how do we do it? The footsteps of time is silent, it passes without notice, and will usher in a new work, new challenges, the following is a small carefully collected and organized to develop a hotel's personal work plan deployment, the following small make up and share with you, come and enjoy it.
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#Development of the hotel's individual work plan to deploy (article) 1）#
1、Training on telephone answering skills
2、Training on baggage delivery and storage services at the baggage office
3、Training on courtesy and manners of the receptionist and room sales skills
4、Training on what new employees should know and be able to do
5、Finishing the work of sorting out the history of late payment
6、Daily training on the lobby of the hotel's personal work plan. p>6, daily inspection of the lobby and the periphery of the work
7, the successful completion of this month's team reception work
8, once a week on the department of health cleaning
9, after the departure of the staff to rearrange shifts
Next month's plan
1, improve the front desk staff's room-selling skills, increase the occupancy rate of the casual guests, and strive to complete the sales task issued by the hotel (the hotel). Hotel sales task (full month)
2, continue to strengthen training, improve the overall quality of staff, improve service quality (full month)
3, front desk new employees to the post of business knowledge training (the first week)
4, control of full rooms when the room work (the first week)
5, continue to do a good job of team reception work (full month)
6, the assessment of the trial period employees to regularize the work (the second week)
Annual work plan
①, with the sales department to work together to develop market share, the establishment of sales channels, and strive to increase the hotel's market share.
②, do a good job of guest history statistics, especially the resident guests and business guests, to be "resident card" in the form of the establishment of the reception of the first-hand information.
3, continue to implement the sales commission incentive system, incentives for the front desk of the sales awareness, to promote their enthusiasm. Receptionist should be in the hotel preferential policies at the same time according to the market situation and the day of the check-in situation to grasp the flexibility of the room rate, emphasizing that "as long as the guests to the front desk, we have to find a way to let the guests to live down the purpose of the fight for more occupancy rate.
4, monthly room occupancy rate, rental amount of the statement-type separation, *** with the reasons for the discussion, so that employees see the actual situation of the hotel, "participation" management, a clear understanding of the actual attitude of the hotel room rental.
5, focus on the coordination between departments. Departments and departments in the work of friction will inevitably occur, the coordination of good and bad in the work will be greatly affected. Front Office Department is the entire hotel's central department, it has a close working relationship with the rooms, sales, catering and other departments, such as the emergence of problems, to take the initiative and the relevant departments to coordinate and solve the problem, to avoid the deterioration of the matter.
#Development of the hotel's personal work plan deployment (Article 2)#
One, the revenue plan
Two, the training program
According to the work requirements of the Department of the forecourt, combined with the implementation of the training program in the specific circumstances of the forecourt will be in the Department of the staff's awareness of the service, the service norms of the training to strengthen the training, the specific plans are as follows:
January
1, the New Year and the Spring Festival hotel series of activities to promote training
2, "Employee Handbook" training, 3, professional skills training
February
1, job skills competition
2, grooming and courtesy and etiquette training
3, job duties and systems training
4, "Hotel Knowledge" training
March
1, service norms and standard language training
2, post English training
3, professional skills training
April
1, May 1, a series of promotional training for the hotel's activities
2, fire safety training
3, "Hotel Knowledge" training
May
1, "Employee Handbook" training
2, post English training
June
1, Yikai YiYi and courtesy and etiquette training
2, service norms and standard language training
3, post English training
July
1, post duties and system training
1, post duties and system training
3, post English training
7
1 Job duties and system training
2, professional skills training
August
1, "Hotel Knowledge" training
2, job English training
September
1, National Day series of promotional training
2, fire safety training
3, service norms and standard language training Training
October
1, professional skills training
2, grooming and courtesy training
3, post English training
November
1, the post skills competition
2, post duties and systems training
3, post English training
December
1. New Year Christmas series of activities to promote training
2. "Hotel Knowledge" training
Three, personnel program
1, according to the actual work, objectively on the daily assessment of employees, not in line with the job requirements of the staff to make reasonable arrangements for the performance of the outstanding ones, the hotel, the hotel front office department work plan.
2, continue to cross-training, so that each employee of the front office department are familiar with the hotel's services, master more work skills.
3, the use of different forms of staff seminars, effectively the hotel's development prospects and requirements to inform each employee, and to understand the staff's work and life of the ideological dynamics of the establishment of the hotel and the bridge between the staff.
4, make full use of the staff's own advantages and strengths, from time to time to hold training courses, so that the front office staff can learn a variety of skills, comprehensive development.
5, held a variety of departmental activities, enhance departmental centripetal force, cohesion.
Four, internal management plan
1, to strengthen internal management, strict rules and regulations, to put an end to the paralyzing thoughts of the staff, so that it seriously and rigorously comply with the requirements of the hotel.
2, strengthen the security consciousness of employees in all departments, improve vigilance, and find suspicious problems reported in a timely manner.
3, continue to strengthen the energy-saving awareness of the staff of all departments, strict control of the use of consumables, the control of the implementation of the work to the specific person responsible.
4, combined with the update of the hotel software, strengthen customer visits and improve the guest history file system, the hotel can be invested in customers to be familiar with, clear, reflecting the centralized problem from the guests, close contact with the guests to promote emotional exchanges, to ensure that a certain number of customer groups.
The front office is responsible for soliciting and receiving guests, marketing rooms and catering and other hotel services, while providing a variety of integrated services for guests of the functional departments, is the hotel's business window, reflecting the overall quality of the hotel's services, an important window; is to give the guests the first impression and the last impression of the place; has a certain economic role; has a coordinating role; is to establish a good relationship with the guests of an important Department. For the functions of the front office department to develop the following work plan:
I. Personnel team formation
Hotel in the preparatory period, in addition to the preparation of hardware, the most important thing is the formation of personnel team. Front Office Department organizational setup and staffing will affect the cost level of the hotel, so it is necessary to start from a practical point of view, streamlined institutions, a clear division of labor. To implement the survival of the fittest, to the implementation of the outstanding staff job skills knowledge training, and take the field training-based, regular evaluation test assessment, to specific guidance and education, so as to continuously improve the staff's business skills, so that the staff of the Department of the front office are in line with the standards of the hotel employer.
II. Focus on training
Front office as the hotel's front, each employee has to directly face the guests, the staff's attitude and quality of service response to the hotel's service standards and management level, so the training of employees is the most important, for the front office need to develop a set of detailed training programs. With good service skills, proficient business knowledge, in order to provide quality and efficient, fast service. Only good training can give customers good service.
#Development of the hotel's personal work plan deployment (Article 3)#
One, to protect the safety and promote the operation
In the current situation, in order to ensure that the hotel's work can be carried out normally, the operation of the hotel is not subject to any policy, the hotel will be in strict accordance with the requirements of the requirements of the front reception to do a good job of registering off, uploading off, the hotel will strictly in accordance with the requirements of the requirements of the front desk. In accordance with the provisions of the Municipal Public Security Bureau and the jurisdiction of the police station for each guest to check in the guest registration, and information into the computer, and seriously implement the Public Security Bureau issued by the other notices, and secondly, and then the whole staff to strengthen the security of the emergency knowledge training, to do outside loose inside tight, do not give the guests any sensory tension and a sense of insecurity; in the food safety, the introduction of a series of safety and hygiene requirements and regulations and Food safety, the introduction of a series of safety and health requirements and regulations and emergency procedures related to food hygiene and safety, a strong guarantee that the Olympic Games did not occur during the poisoning; in terms of public security, night guards, increase the number of inspections, suspicious people, suspicious things to do detailed inquiries and registration system.
Two, grasp the training, quality
Business knowledge and service skills is the embodiment of a hotel's management level, in order to business knowledge and service skills to remain on a foundation, if the training work does not keep up with the old and new employees to update the fast, it will be very easy to lead to a lack of enthusiasm for the work of the staff and the level of business is lax, especially for a business six years of enterprises will have a direct impact on the Brand. The second half of the annual staff training will be the head office and the hotel's development and job requirements as the goal, to improve staff awareness of the importance of training work, and actively guide employees to consciously learn, sharpen their skills, and enhance the competition for positions to join the next step in the reform of the enterprise's self-confidence to cultivate a high-quality service quality, skills with a distinctive high-quality workforce, and to solidify the enterprise in the Qinhuangdao market in the good reputation and social benefits. To achieve the gradual sublimation from standardized service to humane service to moving service. Also for this reason, the hotel will plan to carry out the necessary training once a month, the training method is mainly biased lecture and on-site simulation method.
Three, open source and cut costs, reduce costs, improve per capita consumption
Energy saving is the hotel has been propaganda slogan and pay close attention to the implementation of the daily work, the first half of the energy consumption with the same period last year than there are declines and savings in the second half of the year in accordance with the spirit of the payer's speech, the management will be more detailed, in the "energy-saving" on the basis of the enterprise proposed "energy-saving". On the basis of "energy saving and consumption reduction" the enterprise put forward the slogan of "tapping the potential to reduce consumption", both how to do in the existing six years of "energy saving and consumption reduction" on the basis of efforts to look for, digging the various links of each program, so that all types of energy in the guarantee of the operation on the basis of another "Down" a little. The hotel's next step will be to install terminal meters in each area point, such as faucet end of the installation of water meters, the installation of electricity meters in each area, as well as with the postal service to distinguish between their respective cost areas.
At the same time on the air-conditioning switch control, office electricity will again be a reasonable adjustment and planning; Secondly, the hotel will be based on the price index and the same industry survey, understanding, timely and ready to the product (room, meal) price fluctuations, so that enterprises can more flexibly grasp the market dynamics and improve the performance, and do not miss the opportunity; there are also hotels in specific divisions of labor in the various regions of the use of the equipment Requirements to the departments, departments and requirements to the team or individual responsibility. Attendants and managers in the normal service and management process, should always pay attention to check the use of equipment, with the Ministry of Engineering on the maintenance of equipment, maintenance, better and correct operation of the equipment, but also requires managers to report on a regular basis on the situation of the equipment. Guest rooms, a variety of items for guests to use in order to ensure the quality and quantity of services 'premise, the requirements to maximize the service life of the cloth and grass, at the same time, control the receipt of low-value consumables, the establishment of the issuance and consumption of records, the implementation of savings have a prize, the waste of the system of rewards and penalties punished. (This we have been doing) such as right now due to the Olympic Games, Beijing vehicles are subject to a single license plate number and double license plate number in the time constraints, part of the guests to Qin Qin must live for two days before returning to Beijing, so that the guest supplies can be made in the savings. These are small potential savings consciousness, is the mastery of the market situation reflects.
Four, adhere to the innovation, cultivate innovative consciousness
Innovation is the driving force and soul of the hotel's survival, there is innovation to have vitality and vitality, there is innovation in order to feel the joy of the hotel's growth, in the current hotel products, marketing means boldly innovative based on the new market situation, will vigorously cultivate the whole staff innovative consciousness, increase the innovation initiative, the old and backward system to be Innovation, hardware and software products to be innovative, the marketing approach, the choice of target markets should also be innovative, and then further innovative activities, so that the hotel in the innovation of continuous progress and development, such as, immediately the hotel to be held in the output of the plating competition, the purpose is to let the chef from the ideological understanding of what is called the art of plating and at the same time to save costs and improve the overall level of the dishes. In order to ensure that the immediate launch of the "5515" basis, but also to innovate a lot of similar buy points and ideas, and further in the forefront of the market, the impact of the market.
Fifth, strict cost control, strengthen the refinement of accounting
Control of all costs, is to increase revenue. Therefore, the second half of this year, the hotel will strengthen the cost control efforts, the cost of each department of the expenditure for the breakdown of management, from the original monthly inventory of materials changed to once a week, the use of various consumables to improve the views and recommendations, so as to strengthen the staff's awareness of the cost of control, and really do a good job in the hotel's cost control work.
Sixth, strengthen equipment and facilities maintenance, stable service
The hotel after six years of wind and rain, hardware and facilities are followed by the old, aging, in the face of fierce competition in the market, can also be said to be a long way to go. From time to time there are engineering problems affecting the normal service to guests, coupled with high occupancy rate, maintenance can not be timely, resulting in increased maintenance of facilities and equipment. For high-grade guests will be decorated with the market new, luxury hotels and the loss of a part, (the end of the hotel next to the opening of two additional, a positioning three, a business hotel) for this reason, the hotel in the planned consideration of the end of the plan to replace the guest rooms, restaurant part of the area carpet, part of the wooden decorative spray paint and local painting. As far as possible for the hotel to strive for the occupancy rate, improve the economic efficiency of the hotel.
#Development of the hotel's individual work plan deployment (Article 4)#
One, the daily work
1, the arrangement of work time, do a good job of daily work. According to the daily work situation to develop a work plan, in order to prevent the occurrence of things to find things to do and find things to do.
2, a week of written reports, so that no omission and no concealment. And the content of the report on the line to analyze the data in detail, in order to better lay the foundation for the next step. At the same time to stay at the bottom in order to forget, for the future work to prepare!
3, the kitchen raw materials targeted inventory, especially dried seafood products, do a weekly inventory, and generate forms. For general raw materials to pay attention to its use, found that the problem reported in a timely manner. And make the appropriate response to ensure the normal use of raw materials. To make a summary of the daily work, and stay for the next day's work of articulation.
4, for the purchase and sale of raw materials, the existence of a number of varieties can be calculated on the piece, that is, the whole into the whole. In the whole into the whole variety of raw materials, ready to develop a daily sales inventory table. In order to more accurately understand the cost of the kitchen and its loss
5, the month's plan is as follows, do a good job of boxing the annual goods to ensure that the annual goods out of the warehouse on time. At the same time to do a good job of high-grade raw materials inventory work to monitor the use of kitchen materials. Prevent abnormal loss of raw materials, cut off costs to reduce internal losses. So as to improve the hotel catering gross profit, the realization of the value of raw materials.
Two, capital management highlights a "zero"
1, zero-capital operations, zero operating capital is not really zero capital, but with as little liquidity as possible to promote the production and operation of the enterprise. Next year, due to new projects, the enterprise capital account is not enough, the payment of goods according to the contract contract implementation of the book, stay in the enterprise working capital will be very little money, we will try to use a variety of accounts payable, accounts payable, advance receipts, unpaid taxes, unpaid profits and other liabilities of the funds for the debtor to operate, and to realize the zero-cost of funds.
2, zero inventory management, the implementation of inventory quotas for each department, over the quota of the department will exceed the proportion of deduction of its operating score, and vice versa to increase the score, so that the inventory quota and wages are linked to promote the departments of hard work and fast sales, accelerate the turnover of funds.
Three, strengthen team building, give full play to the role of financial functions
As a financial staff of the Ministry of Finance, but also the organizer of the financial management system, we must have a rigorous, honest work style and conscientious and meticulous work attitude, the line staff should be actively guided to do the top line, to help the staff of various departments to solve problems, give full play to the team's spirit of cooperation, learn from the advanced, catching up with the advanced, exceeding the advanced. Advanced, catch up with the advanced, advanced, in the various departments to carry out competition activities, play the power of the team, twisted into a rope, to make; in adhering to the principle of at the same time, we adhere to the "three satisfied with the two assured", the three satisfied with the "customer satisfaction, so that the staff are satisfied with the leadership of the department in charge of Satisfaction", two assured is "let the group company leadership assured that the company's boss and leaders at all levels assured.
#Development of the hotel's personal work plan deployment (Part 5)#
Better enhancement of the hotel's efficiency indicators, business indicators, service indicators and other indicators, the next year, I have the following work plan:
One, the publicity and promotion
1, in the hotel's various indicators continue to be updated and constantly innovate to improve the situation. Enhancement of the situation, we will always update the new promotion information and new promotional content, so that each customer can always understand the hotel in the continuous innovation and enhancement of the information, so that customers always feel that the hotel has to explore the place to enhance customer consumption potential.
2, within the hotel's special body, expand the hotel's overall publicity and promotion; we will continue to use the network information industry, telephone communication industry, channel customer resources, enterprise and public utility company resources and other marketing methods, the hotel's various product information to each promotional platforms and each enterprise company, and strive to do each customer knows ___ hotel details.
3, the promotion of the tourism market; in the coming year we will choose suitable for our hotel's tourism companies to cooperate, the hotel's detailed product information and new offer system in large quantities to the tourism companies across the country, to increase the hotel's share of the tourism market and visibility, increase the hotel's occupancy rate.
Two, the development of focus on the market
Because of the hotel's special circumstances and limitations, we will focus on the development of the sales market for the guaranteed focus on the way; will be the hotel's tourism company as the bottom of the resource customers; focus on the development of the conference market, the wedding market, the agreement of the casual market, the network of customer resources, the food and beverage market, the control of the hotel's relevant customer structure, so that the customer resources of high-end, business, stabilization, and the establishment of a long-lasting customer resources, the hotel will focus on the development of the market. Business, stabilization, the establishment of long-term fixed customer consumer groups.
Three, strengthen the sales guide consumption
Guide consumer consumption is the result of competition, improve consumer spending power and guide consumers to store consumption, is the core of the hotel to guide consumer consumption, guide consumption of the basic knowledge;
1, through the publicity to guide consumers to store consumption.
2, through the strengthening of services to strengthen consumer spending.
3, through the consumer perception to improve consumer spending.
Four, the formation of a sophisticated marketing team
A qualified marketing staff with a wealth of comprehensive strength, with high quality, high standards, high efficiency and comprehensive quality!
1, the establishment of a complete sales management system and sales workflow.
2, to improve the professional knowledge of marketing personnel, business skills, personal qualities and strict self-discipline of work responsibility and professional ethics.
3, the exercise of each marketing staff the courage to take responsibility, do not shirk their responsibilities, the courage to go forward, willing to dedication of the spirit, not because of the small things, not because of the work of the good work of the mentality of the fight.
4, to improve the overall image of each marketing staff, strict compliance with hotel rules and regulations; hard thinking, good communication.
5, marketing staff to strictly require grooming, polite manners, polite language, polite customer service work attitude.
6, each marketing staff must be familiar with the hotel product knowledge, familiar with the hotel's surrounding environment and *** enjoy the resources, to do what the customer asked for, to be able to skillfully answer every question raised by the customer about the hotel business.
7, strengthen the marketing staff assessment system and training; improve the working style of marketing staff.
8, the work of perfunctory people do not recognize, no responsibility for those who do not recognize, to get by without recognition, the style of those who do not recognize, against the principle of those who do not recognize, without the moral bottom line does not recognize, to the detriment of people who do not recognize, and do not recognize nothing to do with the people who do not recognize.
9, the exercise of marketing personnel positive and optimistic work mentality. Implement the correct scientific marketing concept.
Fifth, improve the marketing concept
Market-oriented, establish the market concept is to require marketers to understand the market, market-oriented and development of the market, understand the market is to understand the ___ the same industry's level of management and service level, to understand the rivalry, to understand the needs of the market. Facing the market, is to pay close attention to market development, changing trends, as far as possible to do the sales of hotel products and market demand, in order to achieve the economic benefits. Development of the market should strive to explore new levels of market demand and demand areas, guide consumption.
Sixth, improve the vigilance of market competition
Competition between the service industry is inevitable. Hotel as a service industry competition between, in essence, is the competition of service quality, quality of output, the competition of skill level, the competition of information, the competition of management level and the competition of talent. Competition among peer hotels leads to differences in market share and other aspects, and this produces different economic benefits.
Seven, efficiency
The hotel as a profitable enterprise, in its business management process, must pay attention to economic efficiency. The hotel's marketing staff in the development and implementation of the hotel's sales objectives, must be based on the hotel's economic interests, and the economic benefits and operating costs for comparison, only the scientific and correct sales objectives and methods are feasible. However, the meaning of the benefit is not a single refers to economic benefits, hotel marketing managers in addition to consider the economic benefits of the hotel at the same time think of the hotel's social benefits, should be to meet the growing consumer demand for material and cultural life 's needs.
Eight, the legal and effective use of the network information industry
Today's era is the information age; it requires the hotel's marketing management personnel to have the concept of information, pay attention to the role of information, and constantly improve the ability to obtain information, processing information processing information and the use of information. The value of the products provided by the hotel, not only with the increase in the amount of labor, but also with the increase in the amount of information and increase. Reliable, timely information can bring greater profits for the hotel; and distortion, outdated information can bring great losses to the hotel.
#Development of the hotel's personal work plan deployment (Article 6)#
I, improve the quality of service, smile and treat people
As a hotel receptionist, first of all, our professional smile is very important. The leadership of my evaluation is also still possible, I am in the treatment of people and things to deal with is also well organized, the service customers have never complained about my situation. I am more satisfied with my own appearance, so I maintain a very high degree of self-confidence in the service at the same time, which makes the other party also feel the self-confidence of our business, so we are also very assured and at ease. Generally in the network of orders, the vast majority of the choice of positive feedback, I also harvested a lot of very high evaluation, which makes me also very proud and happy. I'll keep it up and improve it over the next month.
Second, maintain the service etiquette, set up an image
Hotel reception is the first image of an enterprise, I remember the day the hotel leadership hired me said to me, she believes that I can set up a very standard image for our hotel, but also able to other employees to set a good example. Later I really did, and gained a lot of recognition. For the work in October, I think I should continue to maintain the attitude of service, adhere to the professional etiquette, I will not let down this part of the expectations and trust, I will do its own work, continue to develop self.
Three, to maintain rigor and seriousness, to prevent mistakes
The front desk work and customer communication opportunities, sometimes if the words once said a little wrong, then the impact will be very large. Therefore, in the next day's work, I expressed as well as handling, should maintain serious and rigorous, step by step to do a good job, in order to prevent any small mistakes, bring some bad effects. I will reduce the probability of error rate, so as to enhance the accuracy of my work and execution.
#Development of the hotel's personal work plan deployment (Article 7)#
1, familiar with the foreman's fundamental tasks and responsibilities:
being in the task of doing a good job in the supervision, auxiliary, exemplary.
2, the usual tasks of the process of war plan
1)Bills statements filed.
2)S account, omission, bad debt, doubtful card and other accounts of the disposal.
3)Weekly task planning and summarizing.
4)Monthly attendance and scheduling.
3, learning to take the initiative to automatically manage
1) automatically dispose of the unexpected situation, handling colleagues in the task of all kinds of hardship.
2)Lead the staff to implement the completion of the subordinate dictated by the various tasks and obligations.
3)Keep looking for ways to change the initiative of the staff, encourage them to develop their greatest enthusiasm and potential and improve the quality of service.
4)More inspections. The insufficiency of the fault immediately prompted the correction.
5)Build superior task air. So that the staff to help each other, linkage differences.
6)Automatically do the staff's ideological task, should be good at the same, will reconcile. Give their care and sponsorship.
4, their own improvement and progress
1)Study interviews, telephone, written and other types of the same skills.
2)Change your mindset.
To learn to master the emotions of less grumbling and peacefully elegant, calm and quiet, depressed. Whenever things are carefully analyzed, diligently consider, arbitrarily make a disposition.
3)Cultivate the cultivation of a strong sense of duty, no excuses not to find excuses.
4)Learn how to stop useful management.
5)Establish superior interpersonal relationships.
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