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One, the establishment of the hotel's business plan development planning and business policy, the development of the hotel's business management objectives, and direct the implementation.
XX Holiday Club since its opening, affected by various factors, the business situation is not optimistic, the development of the 2004 annual development plan and business policy that is centered on improving the business situation, in 2004, the basic determination of the club to the Chinese, Western and guest rooms of the three major business points as the focus, supplemented by the club, the swimming pool and other ancillary facilities, to strengthen the marketing, refine services, improve the output, thus improving the overall profitability of the hotel as the basic hotel. Improve the hotel's overall profitability for the hotel's basic business policy.
In 2004, the original plan of the club income of 37,090,400 yuan, the actual income of 23,296,500 yuan, the completion rate of 62.81%. Excluding the impact of Chinese food revenue, the club's planned income of $ 1613.40, the actual income of $ 1648.69, completion rate of 102.19%. Among them, the planned income of western food was 4.01 million yuan, the actual income was 4.3629 million yuan, the completion rate was 108.8%, the planned income of guest rooms was 11.86 million yuan, the actual completion of 11.45 million yuan, the completion rate was 96.5%.
In order to promote housing, drive consumption, the club in the operation of the following measures to ensure sustained growth in business:
1, the housing guests to add a free swimming program, the business rooms launched a monthly housing cumulative total of five complimentary swimming tickets a preferential activities, as a way to incentivize the business company's booking and the newly opened swimming pool to play a role in the promotion of publicity and publicity.
2, for the late June housing pre-sale of low, the implementation of casual and business housing complimentary breakfast, the travel agency to reduce the weekend price to attract tenants.
3, the Western-style restaurant positioned as Huaqiang North to the high view of the medium and high-end Western-style restaurant, refine the service, strengthen the output. Seize the opportunity of the May Day Golden Week, since May 1, the Western-style restaurant once again price adjustment, the buffet lunch price up to 58 yuan / bit, while the new afternoon tea project.
4, the club's operation has not reached the target, mainly due to Chinese food revenue and plan is too far away. In the second half of the Chinese food situation is not optimistic, in the decision-making of Dasheng joint-stock company, on September 11 announced the closure of the business. It means that the club is free from Chinese food, lightweight, and the goal of reversing losses is within reach.
5, guide the development of the planning of Chinese and Western festivals, to achieve peak revenue generation.
Second, presided over the development and improvement of the hotel rules and regulations, the establishment of a sound internal organizational system, coordination of the relationship between the various departments, the establishment of a reasonable and effective internal operating mechanism.
In order to make the daily operation of the hotel gradually into the work of a planned, guided, tracked, summarized management system to effectively combine the planned work and should be acute work, the establishment of a clear work objectives, the requirements of each department to establish a planned work system, through the monthly summaries, plans, plans for the work of the plan, implementation, according to the plan steps to be implemented. The establishment of a monthly work report system, through the completion of the work, the person in charge of each department to be evaluated.
The hotel was established at the beginning of the system is not sound and perfect, the improvement of the system and the establishment of the work procedures need to be in a long-term large number of practice can be gradually completed. Therefore, the establishment of the system is also a long-term complex work. Now this part of the work has been basically completed, the club's post procedures and processes have been developed.
The standardization of hotel management, institutionalized construction is the basis for the development of the hotel, the hotel management since the beginning of 2004, that is, the hotel's overall norms and standards to make clear provisions for the successive introduction of the relevant procedures, standardized management documents.
In the target assessment, on the one hand, in accordance with the implementation of the assessment has been introduced to assess, on the other hand, the monthly and quarterly summary of the last month / quarterly work will be held for the development of the work plan, to summarize the actual implementation of the progress of the proposed problems to be resolved, so that the implementation of the work of the people, but also as a basis for assessment of the ministries.
Three, research and grasp the changes and development of the market, the development of market expansion and pricing system, put forward the stage of work priorities, and direct the implementation.
Changes in the market are closely related to the development of the hotel, the club is based on this close to the pulse of the market, and put forward the focus of each phase of work in a timely manner:
January 2004 to develop the business of the casual guests, long rooms, conference rooms, travel agencies, group room prices and contract version.
February planning Valentine's Day activities and promotional work, strengthen financial management, the development of warehouse management system, the implementation of the switchboard and service center separate management.
March according to the quarterly shift to adjust the Golden Sea Hyatt Hall A, B area preferential policies, reduce the gift, improve the service function of the C area. Pay close attention to the marketing work, the implementation of the hotel marketing plan, do a good job or sales task allocation. Formulate the workflow and reward and punishment system of the Western Restaurant. Develop XX membership card charter.
April improve the hotel departmental job duties revision, draft the hotel departments work procedures, carry out the opening of the swimming pool preparatory work, complete the arrangement of the rooftop of the Western restaurant. Organize the marketing staff to carry out the sales of diamond card and discount card, and plan the Mother's Day activities.
May compile new menu, do a good job of seasonal dishes conversion, change the Chinese food C area service function to launch executive packages, strengthen the sales of the swimming pool, the guest room bathroom seepage repair, the Western restaurant private room ceiling, wallpaper moldy repair, Chinese and Western kitchen floor repair, Chinese air conditioning dust net cleaning. Completed the production of outdoor spray-painted advertisement on the east facade of the Economic Building. Planning for the June 1 Children's Day discount activities.
June reorganization of Chinese food staffing, the renewal of the outstanding marketing staff, the Dragon Boat Festival, Children's Day should be festive activities, adjust the West Restaurant summer output, complete the hotel brochure printing.
July hotel to save costs, the implementation of some of the materials purchased, Chinese food to increase the promotion of new dishes, Western-style launched a selection of afternoon tea, summer drinks. Guest rooms to increase the number of saleable towels, the color of the guest room disposable supplies. Started to repair water seepage in guest rooms.
August the hotel elevator spray painting replacement, the central air conditioning and boiler water treatment, cleaning, re-ordering guest room disposables.
September according to the Chinese food business situation in a timely manner to stop the Chinese food business, and around the Chinese food business to do staff severance, supplier materials returned and asset inventory. At the same time, the Western Restaurant carried out the Mid-Autumn Festival activities with the theme of moonrise, and achieved good results.
October to do a good job of the reception of the Eleventh Golden Week, and due to the High Tech Fair, timely adjustment of room rates, improve the operating income. In order to save energy and reduce consumption, the central air-conditioning opening hours in the fall and winter seasons.
November to complete the replacement of some of the hotel's uniforms, and at the same time the guest room fan coil cleaning, and at the same time in order to improve the staff accommodation, the staff dormitory moved from Liantang to Shangbu, canceled the staff shuttle bus.
December carried out the office relocation, while focusing on Christmas, the hotel for a comprehensive layout and planning, basically to achieve the desired results.
Fifth, responsible for the training and use of middle management and above, supervise the hotel's training work.
The hotel's middle management personnel for the hotel's backbone, training the hotel's own excellent talent, the need for a harmonious working environment and the ability of the excellent talent to recognize the personality of respect. At present, the hotel adopts the principle of employing people for the amount of talent, so that the wise man on top, the able man in the center, the wise man in the side, give full play to the subjective initiative of the talents, in line with the attitude of responsibility for the subordinates to strengthen the supervision, to strengthen the constraints, and to strengthen the management.
Training work for the hotel to adapt to changes in the environment, to meet the needs of market competition, to meet the needs of the staff's own development and to enhance the effectiveness of the hotel are of great significance. Through training can improve the staff's skills and comprehensive quality, so as to improve the quality and efficiency of their work, reduce errors, reduce costs and improve customer satisfaction; staff higher level of understanding and mastery of the work they are engaged in, and enhance the confidence of the work. To this end, the Club carried out a great deal of training in 2004, requiring each department to formulate a monthly training plan. In the second quarter, for example, the cumulative training time was 242.5 hours, of which 101.5 hours were spent in April, 67.5 hours in May and 73.5 hours in June. The average departmental training program is at 6 sessions/month, and the average monthly training hours per capita is about 8 hours, which is close to the middle to upper level of the training hours index of excellent enterprises.
The hotel has initially established a unified trainer system, the Human Resources Department has strengthened the basic trainer's ability to guide the training, focusing on the organization of "training skills practice courses" and some basic management knowledge and professional knowledge courses. Increase the strength of the training test, the organization of the preparation of Western-style, front office, housekeeping, finance, cashier and other departments of the positions of the test paper **** 12. For the future implementation of each position transfer, transfer, promotion and other assessments to lay the foundation.
Sixth, mobilize the majority of employees to work together to improve the democratic management; care for the lives of employees, and constantly improve the working and living conditions of employees.
1, the establishment of the general manager of the mailbox, the establishment of the staff and the general manager of the communication channels. Since the establishment of the general manager's mailbox, the club throughout the year **** received the following aspects of the **** complaints 12 (see below):
For the staff mentioned the issue of uniforms, immediately asked the Department of Housekeeping to order the Ministry of Engineering summer uniforms.
In response to complaints against individual departments, employees and employee grievances, the hotel immediately launched an investigation and promptly cleaned up unqualified personnel.
In response to the staff generally reflected poor food, commuting inconvenience and other views, the club has taken the following measures:
First of all, the timely adjustment of the staff dormitory, the staff dormitory by the drive half an hour to reach Liantang moved to the Shangbu Industrial Zone, the current staff commute to and from work only need to walk for ten minutes without the limitations of the shuttle bus time, the staff rest has been adequately safeguarded, and get the staff fully affirmed.
Secondly, staff food is also a more prominent issue. Originally contracted to the Zhenghe Feng restaurant, in order to maximize the pursuit of profits, the restaurant provides employees with most of the sales area for the remaining backlog of food, not only the taste is poor, and even the appearance of spoiled food, the staff generally reflected that they do not eat enough, not eat well, the mood of the work affected, but also one of the reasons for the high turnover of employees. In order to change this situation, the leadership of the club after discussion, decided to start their own staff meals in the 26th floor office area, since December 6 since the opening of the meal, due to the food is clean and hygienic, delicious taste, get the staff's unanimous praise.
Again, for this year, Shenzhen SAR on the labor law enforcement efforts continue to strengthen, the club has strengthened the staff employment procedures and labor contract management, and in accordance with the relevant laws and regulations to each employee to buy social insurance. This may result in a small increase in salary costs, but it also plays an invaluable role in improving employees' sense of belonging and avoiding potential legal risks.
Through the implementation of the above measures, it can be seen that the club's turnover rate reached its lowest in December, only 4%. And gradually established a fast and effective communication channel between staff and general manager.
2, according to the existing conditions as far as possible to carry out staff cultural activities, sub-departmental organization of staff to the Dameisha, Wutong Mountain activities, held a staff tea party, etc., to enhance corporate cohesion. Monthly staff birthday party, in the form of a large family for the month's birthday staff to celebrate, give sincere blessings, enhance the sense of belonging to the staff.
3, the regular preparation and publication of the hotel's internal magazine "XX Window", updated monthly staff publicity window, the establishment of the hotel and staff communication bridge.
Xiamen Asia Bay Hotel
July 14, 2004, by the ** chairman of the board of directors and the headquarters of the leadership of the assignment, I am responsible for the Xiamen Asia Bay Hotel preparatory work, due to the early legacy of more problems, the work is in a state of standstill. In order to make the work smoothly into the state, I mainly carry out the following aspects of work:
One, to solve the remaining problems of the project, the organization of drawing review, re-define the idea of accelerating the construction of the main project, the current projects are in the final stage.
Because of the early personnel changes and some of the partners miscommunication, the main body into a paralyzed state, site stoppage, staff emotional turmoil. In this case, I realized that only immediately solve the early legacy problems, accelerate the main construction, in order to promote the progress of the preparatory work and stabilize the people's hearts. In Wang Bin, chairman of the board and the leadership of the company's support, I organize personnel to carry out drawing review, re-establish the idea of lifting the uncooperative decorative company contract, to attract the strength, qualifications, experienced contractors *** with the cooperation, has now completed the following main project:
1, weak electricity project: telephone lines, video lines, network cable laying; consumer control room and the main room electrostatic flooring project. Cable and wire facilities are 90% complete. Currently the only satellite reception system project is under negotiation.
2, equipment engineering: complete the installation of air conditioning, pump installation, boiler, villa water heater installation. Currently unfinished projects are power supply, gas equipment.
3, decoration works: complete the villa exterior wall painting and 90% villa decoration; 90% of the main building decoration (including water, electricity, floor, wall, ceiling); 80% of the hotel exterior marble.
4, other projects: the completion of the outer fence, villas in the middle of the art gallery, the hotel plaza, store standard stone. Garden project, seaside leisure pavilion completed 90%; hotel parking lot completed 90%; hotel fountain completed 90%; grass lighting completed 90%;
Two, widely spread information, carry out all kinds of bidding activities, all kinds of equipment, supplies, materials and machinery and equipment selection, and sign a contract
In the above main project in full swing at the same time, all kinds of equipment, supplies and materials selection and selection of machinery and equipment. Material selection and selection of machinery and equipment is also carried out in full swing. In communication with Wang Bin, chairman of the board of directors and the relevant leaders of the partners, supplemented by their own years of experience in the hotel industry, the selection of samples and stereotypes. In the selection of suppliers, take the tender approach, in the bidding process, strictly adhere to the fair, legal, equal competition, the principle of good faith, adherence to the qualification review, site visits, group review, reported to the approval of the working procedures and suppliers to sign a contract. At present, the central air-conditioning, kitchen equipment, landscaping projects, gas projects, guest room locks, cleaning machines, staff clothing, room supplies and a series of contracts have been signed, *** counting 50 contracts, the total contract amounted to 18.026 million yuan. (Attached to the signed contract schedule)
Three, the establishment of staffing, structure, step-by-step orderly recruitment of personnel to ensure that the personnel reserve, strengthen personnel training
August 2004, the hotel established a total staffing of 307 people. Combined with the characteristics of the hotel to build the organizational structure, the development of personnel salary standard system. At present, Asia Bay Hotel established as the general manager under the leadership of the various departments of the mutual division of labor and cooperation of the organic whole. In the recruitment of personnel, in order to ensure that the work is carried out efficiently, saving control of labor costs, the Gulf Hotel to take a step-by-step orderly, step-by-step approach to the recruitment of personnel in place. For the position of a large gap in the department, to take a variety of recruitment methods to make up as soon as possible, in addition to the job market recruitment, labor market recruitment, but also through the online release of recruitment information, please labor employment agency to help release information and recommended personnel, through the labor bureau relations and peer assistance in finding and recommending the hotel's required talents, etc., at present, the hotel to the staff **** 222 people, mainly: Administrative Office 7 people, 28 people in the Finance Department, the front of the hotel, the hotel has been the first time that the hotel has been the first time to recruit staff. People, 28 people in the Finance Department, 32 people in the Front Office Department, 36 people in the Housekeeping Department, 36 people in the Food and Beverage Department, 9 people in the Marketing and Promotion Department, 5 people in the Human Resources Department, 31 people in the Kitchen, 3 people in the Purchasing Department, 10 people in the Engineering Department, 25 people in the Security Department. The above data does not include some of the employees who joined the company after New Year's Day 05 and the forty interns who have already been implemented.
At present, the universities and colleges that have signed the "school-enterprise cooperation agreement" with the hotel are "Tianjin Business School", "Xiamen Nanyang College" and "Strait School of Industry and Trade". "Strait School of Industry and Trade" and so on three. The internship period was from January 3, 2005 to June 30, 2005. The interns were selected by the Human Resources Department and interviewed by the relevant departments, and basically all of them met the training requirements of the hotel. After all the interns enter the hotel for internship, the Human Resources Department, in addition to making perfect accommodation, food, subsidies and work arrangements, will also sign an "internship agreement" with each intern to ensure the stability of our hotel interns. Now the students from Nanyang College and Strait Industry and Trade have already started their internship in our hotel. The number of hotel staff has reached 85% of the establishment (307), which is able to guarantee the number of staff for the trial operation of the hotel, except for the housekeeping, catering and engineering departments, which are not required to be in place according to the establishment due to the gradual opening of the hotel, the staff of other departments have reached 96% of the total number of staff in the department. Next, because it is already close to the end of the year, the human resources department mainly through the notification of peers, to understand after some high-star hotels want to jump to the staff's destination, for our hotel needs personnel to do a good job in the back-up candidates.
In order to be able to keep up with the hotel to carry out trial operation when the new employees of the training, the Gulf Hotel embarked on two **** eight training sessions, all have joined the hotel staff to carry out systematic training, the training content involves: the introduction of the hotel software and hardware, the hotel's grooming norms, the importance of courtesy and etiquette, the hotel's English, personal qualities, professional ethics, knowledge of fire safety and all staff sales The training not only strengthens the staff's understanding of the hotel and expands their knowledge from all aspects, but also greatly improves the staff's working enthusiasm.
Four, standardized management, complete the establishment of rules and regulations, the realization of office electronic
After nearly six months of hard work, Asia Bay Hotel has developed a relatively complete set of management systems, job responsibilities and operating procedures. Comprehensively complete the standard cost menu accounting for Chinese food, Western food, lobby bar. Comprehensive inventory of hotel assets, the establishment of a complete set of assets physical accounts and systems to ensure the safety of hotel assets. Complete the initialization of the financial background computer software to ensure the stability of the use of computerized accounting.
Fifth, to establish market positioning, strengthen marketing and promotion, market research, improve hotel visibility,
With the recovery of the tourism economy, Xiamen, star-rated hotels gradually improve and increase, and one after another international brand hotels stationed in Xiamen, Xiamen, the hotel industry is facing severe market competition. According to the hotel, to determine the market positioning of the hotel for business tourism resort hotels, guest positioning for multinational corporations, foreign-funded enterprises, large enterprises, dignitaries, local companies and overseas companies and other levels of consumption ability of high groups. In order to do "know what you know, not a hundred battles," the hotel organizes marketing staff to carry out market research in the surrounding areas, door-to-door visits and negotiation and communication, senior office buildings around the island and various international travel agencies and network booking center to discuss cooperation. At present, the agreement has been signed by 419 units, 56 travel agencies.
By carrying out key sales visits to large enterprises, multinational groups, foreign-funded enterprises, listed companies, the feedback is: Asia Bay Hotel is positioned as a five-star hotel is more reasonable, the price is acceptable, the geographical environment is unique, suitable for receiving senior guests. Villa-type hotel in Xiamen is rare, more attractive. Travel agencies and network booking of Asia Bay Hotel is also very interested in, there have been a number of travel agencies to visit the hotel and expressed satisfaction with the future will be Japan, South Korea, Europe and the United States, such as team arrangements for Asia Bay Hotel. This shows that the enterprises, travel agencies have high expectations of the hotel, the hotel is positioned as a high-grade, business, leisure integration of business tourism resort hotel is the right idea.