hotel management scheme

the modern hotel management is a scientific systematic project, which not only needs new ideas and scientific management mode, but also focuses on internal division of labor and cooperation, also known as team spirit. Therefore, all departments should not only follow the working rules of each post, but also pay special attention to the close cooperation between departments in the implementation process after the introduction of this plan.

1. planned economic indicators (September-February)

(1) overall indicators of the hotel: turnover () million yuan, net profit () million yuan.

(2) Task allocation of each department

1. Catering

Two meals: (1) Turnover of 11,111 yuan; (2) Gross profit margin%;

three meals: (1) the turnover is ten thousand yuan; (2) Gross profit margin%;

eighteen meals: (1) the turnover is ten thousand yuan; (2) Gross profit margin%.

2. Rooms

(1) Turnover of 11,111 yuan

(2) Gross profit margin %

2. About room service

The hotel's economic income mainly comes from three parts: one is room income; The second is diet income; The third is the income from supporting services; Among them, room income is an important source of hotel income. From the profit analysis, the operating cost of room income is smaller than that of catering and commodities, and room profit is also the main source of hotel profits. In the process of operation and management, it depends on room management, which mainly includes the following aspects:

1. Plan and organize the operation of room service scientifically and reasonably:

In the process of room management, the front office is at the starting point. Responsible for the sales of rooms, while the housekeeping department is in the middle, responsible for most of the services during the stay. During the stay, the guests stay in the rooms for the longest time, and there are many opportunities to contact and enjoy the room service for a long time. Therefore, the hotel should invest corresponding labor and equipment consumption, and how to organize the reception service scientifically and reasonably, that is, to ensure the service quality, meet the needs of guests and improve the room occupancy rate. It also increases the consumption of materials and operating income, strengthens the supervision of room service, ensures the quality of reception service and room arrangement, and maintains a reasonable proportion, which is an important content of room management. Therefore, first of all, we should make the plan of housekeeping department according to the overall plan of the hotel, determine various indicators such as service quality, labor quota and material consumption, and do a good job in manpower deployment plan. At the same time, we should formulate and implement various rules and regulations to ensure the realization of various indicators.

supervision in the process of room service is an important link to ensure the quality of service. First, it is necessary to strengthen the organization and leadership of each team, strictly implement the rules and regulations, strictly check every procedure for service personnel, and implement the system of ward rounds by foreman, manager, quality inspector and director of room service, so as to achieve a level-by-level check; Second, strengthen the contact between departments and timely transmit information. Room management does not exist in isolation, and it needs to be coordinated with other departments to form a unified whole to ensure the normal operation of business activities; Third, take the initiative to understand the guest's reflection, handle the guest's complaints in time, strengthen the feedback channel and do a good job in reception service. The quality of room management ultimately depends on the degree of satisfaction of the guests. We should pay attention to analyzing the types of guests, studying their psychology, grasping their opinions and demands at any time, finding out the universal problems and the changing rules of their needs, grasping the internal relations and basic links in the process of room service, and constantly improving the service quality.

2. Strengthen the construction of staff and improve their comprehensive quality.

the nature of the work of the front office and housekeeping department is to provide services directly to the guests. The quality of services directly affects the management and service level of the hotel. Therefore, strengthening the construction of staff and improving the comprehensive quality of employees is one of the keys to ensure the smooth development of housekeeping work and improve the service quality.

first of all, we should continuously carry out ideological education for employees, so that employees can love their jobs and cultivate their interest in specialties, thus stimulating their initiative and enthusiasm in work, educating employees to establish noble professional ethics and the consciousness of serving guests wholeheartedly, and educating employees to establish strict organizational concepts and consciously abide by national laws and regulations and hotel rules and regulations.

at the same time, continuously improve the professional quality of employees, because this is the basic condition for improving the hotel's work efficiency and service quality. Therefore, on the one hand, we should do a good job in the study of employees' cultural knowledge and improve their cultural level; on the other hand, we should pay attention to the training in business technology and improve their business operation skills. Through training, employees can achieve:

(1) enthusiasm, initiative, patience, thoughtfulness, conscientiousness, and a respectful and friendly attitude towards guests.

(2) in terms of service quality, reduce and put an end to the dissatisfaction with the service of waiters due to their lack of quality and skills.

(3) Everyone should start from the details, especially in appearance, appearance, manners, manners, words and deeds, and dress neatly and neatly, emphasizing the further improvement of personal temperament.

(4) Mastering service procedures skillfully makes customers feel an atmosphere of hotel industry and a formal management mode.

(5) Self-check your own work after it is completed according to the standard, and establish employees' sense of responsibility and ownership.

(6) create the team spirit of the staff.

(7) realize standardized service and high-quality service, thus affecting customers' reputation and social reputation for the hotel.

in the process of housekeeping management, we should conscientiously implement the reward and punishment system, carry out the activities of selecting outstanding employees, commend and reward employees with high service quality, good business skills, good task completion and high cooperation style, regularly inspect employees' ideological and business level, arrange and use them reasonably according to various specialties, pay attention to cultivating and selecting talents, form a backbone team, and play a backbone role in all work.

3. increase revenue and reduce expenditure, and do a good job in the management and control of house equipment and materials.

Housekeeping equipment and supplies are the material basis of room service. Therefore, managing the equipment and supplies in room service is also one of the important contents of room management. The front office and housekeeping department should formulate the management system of equipment and supplies, clearly define the responsibilities of managers at all levels in this regard, and make rational use. Therefore, in saving, we should look down on the big, a little water, a little electricity, a needle and a thread, and form different habits of saving or wasting, and different benefits will appear.

all kinds of equipment in the front office and housekeeping department should always be in a safe and intact state. In the normal service and management process, waiters and managers should always check the usage of equipment, cooperate with the engineering department to maintain and repair the equipment, and managers should report the equipment regularly. All kinds of articles and corresponding tools for guests in the guest room should be ready enough to meet the needs of service work. On the premise of ensuring the quality of service, the service life of linen should be extended as much as possible. At the same time, the collection of low-value consumables should be controlled, records of distribution and consumption should be established, loopholes should be plugged, and a reward and punishment system should be implemented for saving prizes and wasting.

4. Establish the leading idea of selling more houses every day.

although the guest room is a tangible commodity and has the attributes of a commodity, it is different from other commodities, because if other commodities cannot be sold, it can be used as an inventory backlog, which will not cause great losses, while if the guest room cannot be sold on the same day, it will cause a loss of fixed costs, so it is a special commodity. As an operator, our most important responsibility is to find ways to sell the guest room on that day.

In recent years, with the rapid economic development in Tengzhou, people's consumption concept and consumption level have changed and improved, but in this market economy environment, hotels must adopt the policy of flexible management if they want to be invincible. The front office department and housekeeping department are required to make use of their own advantages, foster their loyal customers while improving their service awareness. Moreover, they should always keep abreast of competitors' business trends, adopt flexible price strategies, aim at high quality and good price, and strive to complete various indicators and tasks in combination with the sales plan and plan formulated by the hotel.

III. About catering work

With the development of economic construction, the catering industry has also developed rapidly with the social demand, and at the same time, it has changed from a "seller's market" to a "buyer's market". With the emergence of buyer's market, people can choose hotels, restaurants and restaurants that can meet their own needs according to their own preferences, tastes and economic conditions. If hotel catering business wants to attract consumers to patronize, it must determine its own business items and management methods according to consumers' needs. Who can't realize this, who can't win in the fierce market, as we all know, the catering industry is a very special industry, which is mainly manifested in the duality of the products it provides to customers, both tangible and intangible. As an operator, we must meet the needs of customers from these two aspects, that is, not only the color, fragrance, taste, beauty, shape, and utensils of dishes are good, so that guests feel value for money, but also the corresponding service process is good, and the service should be humane and make guests feel good.

if any operator is not good at observing and satisfying consumers, and can't provide excellent tangible products and intangible new products, he can't meet the needs of the consumer market and can't achieve good economic benefits.

according to the above situation, the following measures should be taken in catering management:

(1) strengthen the quality training of service personnel and supervisors to provide first-class service quality to guests.

Specifically, do the following three points:

1. Start with ideological education

To train waiters to work as masters, ideological education is the traditional working method and experience of * * * production party, and every manager should give patient and meticulous ideological education to his employees to enhance their hotel awareness and master attitude.

2. Change the traditional worn-out ideas and consciousness, and carry out "service with smile", "service with kindness" and "service with courtesy"

Here, we will focus on "service with kindness". In the past, hotel managers took "customers are God" as the purpose of the hotel, so all aspects of services were limited to standardization and standardization. This single service method has its relative shortcomings, because in God's eyes. In this way, first, it can't set off the warm atmosphere and happy mood of the guests; Second, it is not easy to understand and master the living habits and consumption rules of guests; Third, it is inconvenient to cultivate the "repeat customers" of the hotel. And "human service" is the supplement and extension of standardization and standardized service. It regards the guests as "friends and relatives" of the hotel. In the service, the service staff can not only master the customer's life habits, but also know the customer's suggestions and requirements on all aspects of the hotel in time, which is convenient for the adjustment and improvement of the hotel management, so as to satisfy the customers and become the loyal customers of the hotel-"repeat customers".

3. Pay close attention to service skills and training to ensure service quality

On the one hand, customers' requirements for service are warm and thoughtful, on the other hand, they are quick and agile. Warm and thoughtful is the emotional "human service" mentioned above, and quick and agile is the embodiment of service skills. Especially in restaurant service, if the hotel doesn't train the service staff in service skills, customers will be seated. Although the service staff are in a hurry, customers can't wait for meals, and the first course often takes half an hour, which will definitely give customers the feeling of serving slowly and make some customers with strong time concepts lose (it is suggested that the food and beverage department should take time to invite someone to explain and learn Hua Luogeng's "optimization method"), and only by closely combining the above two.