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Leaders:
Hello! Welcome to all the leaders to come and guide. Here I will make a short report on the basic situation of the hotel.
Since its opening in 2007, the hotel has insisted on the implementation of independent management, learning from the management methods and experience of advanced hotels at home and abroad, and endeavoring to explore new ideas to build a first-class enterprise, cultivating and exercising a high-quality management team and staff team. Its scale has developed into the present Human Resources Department, Sales Department, Catering Department, Housekeeping Department, Finance Department, Personnel Department, Front Office Department, Recreation Department, Banquet Department, Purchasing Department, Engineering Department, Security Department and other departments.
In order to strengthen the management, we have recruited a group of cadres with management experience in four- and five-star hotels to enrich our middle and senior management. At the same time, we have visited a number of star hotels, drawing on experience, and further strengthened the departments of work procedures, operational processes, such as the refinement of incentive sales, and quality control supervision, fully in accordance with the four-star standards of the various departments, the region twice a week, regular and occasional inspections, for the inspection of the various departments of the problems found in the customer service, the quality control team urged the departments to rectify and rectify the situation review. The situation is reviewed, received a better effect, and effectively urge the departments to improve the quality of service and management level, improve guest satisfaction.
Hotel hardware facilities from the inside out, all according to the four-star standard strictly build. The hotel also according to the star standard, combined with the current situation of the hotel, in order to consolidate the good situation has been achieved, and constantly improve the overall level of service, the implementation of the duty manager of the daily inspection system, so that each middle cadres are exercising their powers, and further improve the level of management and the ability of the hotel's quality management through the middle cadres to pass on layer by layer. On the basis of job skills training, language training, behavioral training, the hotel continues to strengthen the smile service, carried out the "Smile Ambassador" competition, etiquette and courtesy month activities, service skills competition and other activities, the distribution of "guest opinion questionnaire". The role of the lobby assistant manager's note book is played. To create a four-star, four-star hotel service standards to lay a solid foundation.
People-oriented, improve the quality of all staff, is our focus on strengthening software construction. Has been, the hotel has invested xx million yuan funds to vigorously carry out various types of training, in a good job on the basis of full training and education, and gradually formed a combination of internal and external induction training, on-the-job training, quality training, academic education and other multi-level training and education system. Three feet of ice is not cold in a day. Improve the quality of staff is never a day's work, the hotel has always insisted on people-oriented, take their own training, hire foreign professionals to teach and send the combination of professional counterpart training to improve the overall level of service, such as inviting culinary masters to the hotel to conduct on-site training, the organization of the chef to participate in the Chinese cook's professional operations training courses; organization of the positions of the backbone of the staff in three batches to the XX Hotel to follow the class to learn to enhance the star-level awareness and service consciousness of the staff. Staff star consciousness and service consciousness; hotel and the City Tourism Bureau signed a four-star training contract, invited experts and scholars to the hotel lectures, both theoretical knowledge, but also to teach the practice of the skills of the staff to carry out a comprehensive and integrated training, comprehensively improve the staff's sense of service and level.
The basic condition to improve the efficiency of the hotel and the quality of service is to continuously improve the business quality of the staff, so we on the one hand, pay close attention to the staff's cultural knowledge to improve the cultural level of the staff, on the other hand, pay close attention to the business and technical aspects of the training, to improve the staff's business operation technology and skills, through training to make the staff to achieve:
(1) enthusiasm, initiative, patience, thoughtfulness, Meticulous, conscientious, and must establish a respectful and friendly attitude towards the guests.
(2) In terms of service quality to reduce and eliminate dissatisfaction with the waiter due to lack of quality and skills caused by the lack of service.
(3) everyone should start from the details, especially in grooming, instrumentation, courtesy, etiquette, speech and behavior should be decent and generous, dress should be clean, neat, emphasizing the requirements of personal temperament to further improve.
(4) proficiency in service procedures, so that customers feel a hotel industry atmosphere and formalized management mode.
(5) self-check on their own work according to the standard completion, to establish a sense of responsibility and sense of ownership of the staff.
(6) create a team spirit of the workforce.
(7) to achieve standardized service, quality service, so as to improve the social reputation of the hotel.
In the practice of operation, we gradually have a new understanding of modern marketing, the hotel's business status is steadily increasing day by day, through continuous efforts, we have proposed to create demand and innovative marketing.
The realization of creating demand is mainly carried out through innovative marketing. With the development of modern science, the improvement of consumption level, changes in the hotel market environment and the intensification of competition, promoting the product-based marketing elements are constantly derived from the combination. Creative marketing has become the hotel to adapt to the combination of derivatives, survival and development of the intrinsic motivation. The so-called innovative marketing is the hotel enterprise in quality better than the existing state of the new behavior in the role of business activities, in order to receive the intended goal of creative activities. Innovation mainly refers to product innovation, market innovation, technological innovation, service innovation and management innovation, the five innovation involves the main aspects of hotel production and management activities and the main process. These five innovations produced by the linkage effect, the formation of a huge overall potential, which is the hotel business to reduce and avoid risk, and seek smooth development of a powerful driving force.
The hotel for the declaration of four-star hotels, the establishment of the hotel leadership and managers of various departments to participate in the work of the star leading group, established a "star to promote the management of the management of the steps to promote the management of the operation; the star as a process of learning to improve the process of" the principle of the work of organizing the implementation of the national standards of study for all staff to find problems, combined with the hotel renovation and expansion project. Problems, combined with the hotel renovation and expansion project to develop corrective measures and implement them one by one, hire experts to all staff for systematic training, improve service awareness and service level, improve the construction of hardware and software facilities, a comprehensive revision of the hotel's rules and regulations, after more than a year of hard work, and now, the hotel's operation and management work has stepped up to a new level.
At present, the hotel has established a sound service and management system, in the future work we will persevere, and strive to make the hotel service quality to a higher level. Our characteristics are from the actual starting point, through the theory to guide practice, so that the hotel management scientific, modern, while we are constantly optimizing our market.
The process of applying for evaluation is a process of further learning and improvement for our hotel, and applying for the star is a great opportunity and an important growth stage in the course of the hotel's development. The hotel so far, in the hardware and software facilities are relatively comprehensive, we firmly believe that through our hotel and all its staff unremitting efforts and continuous learning, in the future development of the road in our hotel's business management level will make great progress and development.
Our strategic approach is:
First of all, we must win a heart of the customer. This is the base point of the hotel's new service quality concept. It requires customers to consume service products without worries, mainly including the implementation of no unsafe concerns, financial risks, in the process of service and after the service does not allow customers to produce distress and enjoyment. Star work focuses on the process. Promote the hotel staff to apply for the star as a driving force, invigorate the spirit of concentration, strictly in accordance with national standards to identify weaknesses, the implementation of corrective measures, and really do to apply for the star to promote the hotel's work to a higher level of comprehensive development, and strive to create a first-class corporate brand.
Secondly, the pursuit of defect-free. The so-called defect-free may not be defective absolutely zero, but zero as the ultimate goal, to develop the current goal in order to strive to achieve, and in the process of realizing the goal, made further revisions to the goal, so that the quality of service is perfect and flawless.
Again, it is the trinity of quality improvement. This is the basic content of the hotel's new service concept. This idea lies in the confirmation of strengthening service quality throughout the entire process of hotel marketing. Service quality assurance is divided into three types: one is preventive, such as long-term demand for information on the survey, competitors and customer assessment, etc.; the second is monitoring, such as product quality inspection, service arrangements, etc.; the third is compensatory, such as redesigning the product and the hotel's image, etc.. The traditional practice emphasizes compensatory services, while the new concept advocates preventive, monitoring and compensatory services go hand in hand, thus forming a virtuous circle of service quality assurance system.
Service quality is the responsibility of all our hotel staff. The new concept that the service permeates the whole process of hotel production and operation, to make the hotel up and down the hotel culture full of customer satisfaction, to achieve standardization and scale of service quality management.
The above is a brief report on the situation of our hotel, we will be ready to wait for your leadership supervision and review. Finally, thank you for your busy schedule in the presence of guidance, we will continue to strengthen the service consciousness, improve the quality of service, improve the level of service, to live up to the high expectations of our leaders!