I, the general manager of * * * Hotel and KTV, * * * led all the staff of the hotel and KTV to complete all the operation and management indicators set by the headquarters under the leadership of the chairman and the headquarters, and * * * improved the service quality, management level and economic benefits of the hotel and KTV. Formulate business plans, development plans and business policies of hotels and KTV, formulate business management objectives of hotels and KTV, and guide their implementation.

Since its opening, XX Holiday Club has been affected by various factors, and its operation is not optimistic. The development plan and management policy of 20 10 were formulated around improving the operating conditions. In 2004, it was basically determined that Chinese food, western food and guest rooms would be the mainstay of clubs, supplemented by clubs and swimming pools, so as to strengthen marketing, refine services, improve products and improve the overall profitability of hotels and KTV.

In 20 10, the original planned income of the club was 37,090,400 yuan, and the actual income was 23,296,500 yuan, with the completion rate of 628. 1%. Excluding the influence of Chinese food income, the club's planned income 16 13.40 yuan, actual income 1648.69 yuan, and the completion rate 102. 19%. Among them, the planned income of western food was 40 1 10,000 yuan, and the actual income was 4,362,900 yuan, with the completion rate of 108.8%. The planned income of the guest room was 1 1.86 million yuan, and it was actually completed 1 1.45 million yuan, with a completion rate of 96.5%.

In order to promote housing and consumption, the club mainly takes the following measures to ensure the sustained growth of its operation:

1. Free swimming activities have been added for housing guests, and a preferential activity of giving a swimming ticket to a business room with a total of five rooms every month has been launched to encourage business companies to book and publicize the newly opened swimming pool.

2. In view of the low pre-sale of houses in late June, breakfast will be given to individuals and enterprises, and the weekend price will be lowered for travel agencies to attract guests.

3. Position the western restaurant as a high-end western restaurant with a strong view of the north, refine the service and strengthen the production. Seize the May Day Golden Week, and adjust the price of western restaurants again from May 1, increase the buffet lunch price to 58 yuan/person, and launch a new afternoon tea plan.

4. The operation of the club failed to reach the target, mainly because the income of Chinese food was far from the plan. In the second half of the year, the food situation in China was extremely pessimistic. At the decision of Sheng Da Co., Ltd., it announced its closure on September 1 1. It means that the club will get rid of the shackles of Chinese food, go into battle lightly, and the goal of turning losses is just around the corner.

5. Guide the formulation and planning of Chinese and Western festivals to achieve the peak of income generation.

Second, preside over the formulation and improvement of various rules and regulations of hotels and KTV, establish and improve the internal organization system, coordinate the relationship between departments, and establish a reasonable and effective internal operation mechanism.

In order to gradually bring the daily operation of hotels and KTV into a planned, guided, tracked and summarized work management system, effectively combine planning work with emergency work, and establish clear work objectives, all departments are required to establish a planned work system, and plan and implement all work according to planned steps through monthly summary and planning. Establish a monthly work report system, and evaluate the heads of various departments through the completion of the work.

At the beginning of the establishment of hotels and KTV, the various systems were not perfect, and the perfection of the system and the establishment of various working procedures had to be completed gradually after a long period of practice. Therefore, the establishment of the system is also a long-term and complicated work. Now this part of the work has been basically completed, and the post procedures and processes of the club have been formulated.

The standardized and institutionalized management of hotels and KTV is the basis of their development. Since 20 10, the management of hotels and KTV has defined the overall norms and standards of hotels and KTV, and has successively issued relevant procedural and standardized management documents.

In the aspect of target assessment, on the one hand, it is assessed according to the published assessment implementation method, on the other hand, it holds the work summary meeting of last month/quarter every month, summarizes the actual implementation progress according to the formulated work plan, and puts forward the problems that need to be solved, so that all the work can be implemented for everyone, which also serves as the basis for the assessment of each department.

Three, study and grasp the changes and development of the market, formulate the market expansion and price system, timely put forward the phased work focus, and guide the implementation.

Market changes are closely related to the development of hotels and KTV. Based on this, the club closely follows the pulse of the market and puts forward the priorities of each stage in time:

/kloc-in October, the prices and contract versions of individual business rooms, long private rooms, conference rooms and travel agency rooms in 2004 were worked out.

Plan Valentine's Day activities and promotions in February, strengthen financial management, formulate warehouse management system, and implement separate management of switchboard and service center.

In March, according to the seasonal changes, adjust the preferential policies of Zone A and Zone B of Jinhaiyue Hall, reduce the gifts, improve the service function of Zone C, pay close attention to the marketing work, implement the marketing plan of hotels and KTV, and do a good job in the distribution of sales or sales tasks. Formulate the workflow and reward and punishment system of western restaurants. Formulate the articles of association of XX membership card.

In April, improve the work responsibilities of hotels and KTV departments, draft the work flow of hotels and KTV departments, carry out the preparations for the opening of swimming pools, and complete the rooftop layout of western restaurants. Organize marketing staff to sell diamond cards and discount cards, and plan Mother's Day activities.

In May, a new menu was compiled, seasonal dishes were changed, the service function of Chinese food area C was changed, and the executive package was launched. We strengthened the sales of swimming pools, repaired the water leakage in guest rooms and bathrooms, repaired the smallpox and moldy wallpaper in western restaurants, repaired Chinese and western kitchens, and cleaned the dust-proof net of Chinese food air conditioners. Complete the production of outdoor inkjet advertisement on the east outer wall of Economic Building. Plan preferential activities for Children's Day on June 1st.

In June, we reorganized the staffing of Chinese food, continued to employ excellent marketing personnel, carried out the Dragon Boat Festival and Children's Day celebrations, adjusted the summer products of western restaurants, and completed the ordering and printing of hotel and KTV brochures.

In July, in order to save costs, hotels and KTV purchased some materials by themselves, promoted new Chinese dishes, and introduced western-style afternoon tea and summer drinks. Sellable towels have been added to the guest room, and the disposable items in the guest room are all colored. Start leakage maintenance of guest rooms.

In August, the hotel and KTV elevators were painted and replaced, the central air conditioner and boiler were cleaned, and the disposable articles in the rooms were customized again.

In September, according to the operation of Chinese food, the Chinese food business was stopped in time, and the work of dismissing employees, returning suppliers' materials and counting assets was carried out around the suspension of Chinese food. At the same time, the western restaurant carried out Mid-Autumn Festival activities with the theme of climbing mountains and enjoying the moon, and achieved good results.

/kloc-The reception of the Golden Week in October was well done. At the same time, due to the holding of the high-tech fair, the house price was adjusted in time and the operating income was increased. In order to save energy and reduce consumption, the opening time of central air conditioning in autumn and winter is specially formulated.

1 1 month completes the replacement of some uniforms in hotels and KTV, and the cleaning of fan coils in guest rooms. At the same time, in order to improve the staff accommodation, the staff dormitory was moved from Li Antang to Shangbu, and the staff shuttle bus was cancelled.

/kloc-moved the office in February, and comprehensively arranged and planned the hotel and KTV with emphasis on Christmas, which basically achieved the expected results.

Five, responsible for the training and use of middle and above managers, and supervise the training of hotels and KTV.

The middle managers of hotels and KTV are the backbone of hotels and KTV. Cultivating one's own outstanding talents requires a harmonious working environment, affirmation of outstanding talents' ability and respect for personality. At present, hotels and KTV adopt the principle of employing people according to their abilities, so that saints come first, capable people come next, and wise people are around, giving full play to the subjective initiative of talents, and strengthening supervision, restraint and management in a responsible attitude towards subordinates.

Training is of great significance for hotels and KTV to adapt to changes in the environment, meet the needs of market competition, meet the needs of employees' own development and improve the efficiency of hotels and KTV. Training can improve the skills and comprehensive quality of employees, thus improving the quality and efficiency of employees' work, reducing mistakes, reducing costs and improving customer satisfaction; Employees can understand and master their work at a higher level and enhance their work confidence. Therefore, the club carried out a lot of training work in 2004, requiring all departments to make training plans every month. Taking the second quarter as an example, the cumulative training time was 242.5 hours, including 1.0 1.5 hours in April, 67.5 hours in May and 73.5 hours in June. The average training course of the department is 6 sessions/month, and the average monthly training hours are about 8 hours, which is close to the upper-middle level of the training hours index of excellent enterprises.

Hotels and KTV have initially established a unified trainer system. The human resources department has strengthened the ability guidance training for basic trainers, and organized "training skills practice courses" and some basic management and professional knowledge courses. Strengthen the training and examination, and organize the preparation of *** 12 test papers for various positions in western food, front office, housekeeper, financial cashier and other departments. To lay a foundation for the future assessment of employment, job transfer and promotion.

6. Mobilize employees to make joint efforts to improve democratic management; Care about the lives of employees and constantly improve their working and living conditions.

1. Set up the email address of the general manager and establish communication channels between employees and the general manager. Since the establishment of the general manager's mailbox, the club has received the following complaints 12 times (see the figure below):

In view of the problem of work clothes mentioned by employees, the housekeeping department was immediately asked to order the summer uniforms of the engineering department.

In response to complaints from individual departments and employees and employees, hotels and KTV immediately launched an investigation to clean up unqualified personnel in time.

In view of the general complaints of employees about poor food and inconvenient commuting, the club has taken the following measures:

First of all, the staff dormitory was adjusted in time, and the staff dormitory was moved from Li Antang, which is half an hour's drive, to Shangbu Industrial Zone. At present, employees only need to walk for ten minutes to and from work, which is not limited by the shuttle bus time. The rest of employees has been fully guaranteed and fully affirmed by employees.

Secondly, staff dining is also a prominent problem. Originally contracted to Zhenghefeng Restaurant, in order to maximize profits, most of the food provided by the restaurant to employees is leftover food in the sales area, which is not only bad in taste, but even spoiled food. Employees generally report that they don't have enough to eat, and their work mood is affected, which is also one of the reasons for the high turnover rate of employees. In order to change this situation, after discussion, the club leaders decided to hold a staff meal in the office area on the 26th floor. Since the meal was started on February 6th, 65438, the food was clean and delicious, and was well received by the staff.

Thirdly, in view of the continuous strengthening of the enforcement of labor law in Shenzhen Special Economic Zone this year, the club has strengthened the management of employee employment procedures and labor contracts, and purchased social insurance for each employee in accordance with relevant laws and regulations. Although this will lead to a slight increase in wage costs, it will also play an inestimable role in improving employees' sense of belonging and avoiding potential legal risks.

Through the implementation of the above measures, we can see that the turnover rate of the club reached the lowest in June 5438+February, only 4%. And gradually established a fast and effective communication channel between employees and the general manager.

2. Carry out employee cultural activities as far as possible according to the existing conditions, organize employees to Dameisha and Wu Tongshan by department, and hold employee tea parties. , enhance corporate cohesion. Hold employee birthday parties every month, celebrate employees' birthdays in the form of big families, give sincere wishes and enhance employees' sense of belonging.

3. Regularly arrange and publish the windows of XX in hotels and KTV, update the employee publicity window every month, and establish a bridge between hotels, KTV and employees.

Xiamen Asia XXX hotel KTV

20 10, 10 On July 4th, I was appointed by the chairman of * * and the leaders of Sheng Da headquarters to be responsible for the preparations for XXX Hotel and KTV. Due to many problems left over from the previous period, all the work is at a standstill. In order to make the work smoothly enter the state, I mainly carried out the following work:

First, solve the problems left over from the previous project, organize the joint review of drawings, redefine ideas and speed up the construction of the main project. At present, all projects are in the final stage.

Due to personnel changes in the early stage, some partners did not communicate well, which led to paralysis of the main body, shutdown of the construction site and emotional turmoil of employees. In this case, I realized that only by immediately solving the problems left over from the previous period and speeding up the main body construction can we promote the progress of the preparatory work and stabilize the people's hearts. With the support of Chairman Wang Bin and the leaders of the head office, I organized personnel to conduct the blue prints.the design, redefine ideas, terminate the contracts of non-cooperative decoration companies, and attract competent, qualified and experienced contractors to cooperate. Now, the following major projects have been completed:

1, weak current project: laying telephone lines, video lines and network lines; Electrostatic floor engineering of control room and comprehensive machine room. Cable facilities are 90% completed. At present, only the satellite receiving system project is under negotiation.

2. Equipment engineering: complete the installation of air conditioning main engine, water pump, boiler and villa water heater. At present, the unfinished projects include power supply and gas equipment.

3. Decoration project: finish painting the exterior wall of the villa and 90% decoration of the villa; 90% of the main building decoration (including water, electricity, ground, wall and ceiling); Marble of hotels and KTV exterior walls is 80% completed.

4. other projects: complete the outer fence, the art museum, hotel, KTV square and shop signs in the middle of the villa. Garden project, seaside leisure pavilion completed 90%; 90% of hotels and KTV parking lots are completed; Hotels and KTV fountains are 90% completed; Grassland lighting completed 90%;

Second, widely disseminate information, carry out various bidding activities, select samples of various equipment, materials, materials and machinery and equipment, and sign contracts.

While the above-mentioned main works are in full swing, the sample selection of all kinds of equipment, materials and materials and the selection of mechanical equipment are also in full swing. Under the communication with Chairman Wang Bin and the relevant leaders of the partners, supplemented by years of experience in the hotel and KTV industries, the samples were selected and finalized. When selecting suppliers, the bidding method is adopted. In the bidding process, we strictly follow the principles of fairness, legality, equal competition, honesty and credibility, and adhere to the working procedures of qualification examination, on-the-spot investigation, group deliberation and reporting for approval to sign contracts with suppliers. At present, a series of contracts have been signed for central air conditioning, kitchen equipment, greening engineering, gas engineering, room locks, cleaning machines, staff clothing, room supplies and so on. 50 contracts totaling 6,543,800+0,802,600 yuan. (List of signed contracts attached)

Three, establish the staffing, structure, step by step and orderly recruitment, ensure the personnel reserve, strengthen personnel training.

In August 2004, the hotel and KTV were established, with 307 employees. Combined with the characteristics of hotels and KTV, the organizational structure is constructed and the salary standard system of personnel is formulated. At present, Asian XXX Hotel and KTV have been integrated under the leadership of the general manager. In terms of personnel recruitment, in order to ensure efficient work, save and control labor costs, XXX hotels and KTV take a step-by-step approach to personnel recruitment. For departments with large job gaps, various recruitment methods have been adopted to make up for them as soon as possible. In addition to recruiting in the talent market and the labor market, we also publish recruitment information online, and ask the labor and employment agencies to help publish information and recommend people. Through the relationship between labor bureau and peers, help find and recommend talents needed by hotels and KTV. At present, there are 222 employees in hotels and KTV, mainly 7 in the administrative office and 28 in the finance department. There are 32 people in the front office, 36 people in housekeeping department, 36 people in catering department, 9 people in marketing department, 5 people in human resources department, 3 people in kitchen, 3 people in purchasing department, 25 people in engineering department and security department.

At present, there are three universities that have signed school-enterprise cooperation agreements with hotels and KTV: Tianjin Business School, Xiamen Nanyang College and Straits Industry and Trade School. The internship period is from 20113 to 2011June 30th. These interns were selected by the human resources department and interviewed by relevant departments, which basically met the training requirements of hotels and KTV. After all interns enter the store for internship, the human resources department will not only make perfect accommodation, allowances and work arrangements, but also sign an "internship agreement" with each intern to ensure the stability of our hotel and KTV interns. Now students from Nanyang University and Straits Industry and Trade have come to my hotel and KTV to start their internships. The number of employees in hotels and KTV has reached about 85% of the establishment (307 employees), which has ensured the number of employees in hotels and KTV that have been put into trial operation. With the gradual opening of hotels and KTV, the staff of other departments have reached more than 96% of the total staff except the housekeeper, catering and engineering department. Next, as the year is approaching, the human resources department will mainly inform colleagues to find out where some high-star hotels and KTV personnel want to quit their jobs in the future, so as to make a good backup for those needed by our hotels and KTV.

In order to keep up with the training of new employees in hotels and KTV during the trial operation, XXX hotels and KTV began to carry out two training courses, and systematically trained all employees who had already entered the store. The training contents include: introduction of software and hardware of hotels and KTV gfd specifications of hotels and KTV, importance of manners and etiquette, English of hotels and KTV, personal accomplishment, professional ethics, fire safety knowledge and sales skills of all staff.

Fourth, standardize management, complete the establishment of rules and regulations, and realize electronic office.

After nearly half a year's efforts, Asian XXX Hotel and KTV have established a relatively complete set of management system, post responsibility system and operation process. Complete the standard cost menu accounting of Chinese food, western food and lobby bar. Conduct a comprehensive inventory of hotel and KTV assets, and establish a complete set of physical assets ledger and system to ensure the safety of hotel and KTV assets. Complete the initialization of financial background computer software to ensure the stability of computer account establishment.

5. Establish market positioning, strengthen marketing promotion, conduct market research, and improve the visibility of hotels and KTV.

With the recovery of tourism economy, star-rated hotels and KTV in Xiamen are gradually improving and increasing, and international brand hotels and KTV are stationed one after another. Hotels and KTV industries in Xiamen are facing fierce market competition. According to the situation of hotels and KTV, the market positioning of hotels and KTV is determined as business travel and holiday hotels and KTV, and the customers are positioned as multinational enterprises, foreign-funded enterprises, large enterprises, dignitaries, local companies and overseas companies with high level of consumption power. In order to "know yourself and know yourself", hotels and KTV organize marketing personnel to conduct market research, home visits and communication in surrounding areas, and discuss cooperation with senior office buildings around the island, international travel agencies and online reservation centers. At present, 4 19 companies and 56 travel agencies have signed agreements.

Through the key sales return visits to large enterprises, multinational groups, foreign-funded enterprises and listed companies, the feedback information is: XXX Hotel in Asia, a five-star hotel with KTV as the mainstay, KTV is reasonable in price, affordable in house price and unique in geographical environment, which is suitable for receiving senior guests. Villa hotels and KTV are rare and attractive in Xiamen. Travel agencies and online booking are also interested in XXX hotels and KTV in Asia. Many travel agencies have visited hotels and KTV and expressed their satisfaction. In the future, Japanese, Korean, European and American teams will arrange XXX hotels and KTV in Asia. This shows that enterprises and travel agencies have high expectations for hotels and KTV, and it is correct to position hotels and KTV as high-end business travel and holiday hotels and KTV integrating business and leisure.

The above is the work I was responsible for when I was the general manager of the club, XXX hotel and KTV this year. Due to the heavy task of giving consideration to both sides, there are inevitably omissions and deficiencies in the work. Please criticize and correct the company leaders. I hereby report it.

General manager: XXX

2010 65438+February 26th