Model essay on the work summary of the hotel manager in the first half of the year
The first half of the year has passed. Are you ready for your work summary? Below, I have compiled a summary essay for the hotel manager's work in the first half of the year. Welcome to read it!
summary of hotel manager's work in the first half of the year
in xx year, under the correct leadership of the group company, XX Hotel focused on developing business and improving enterprise service quality, and paid close attention to business management. With the concerted efforts of all the staff, from October to June (including the property management center), the operating income was xxxx million yuan, up by 2% and 9% compared with last year; Operating profit: xxxx million yuan, down 1.2% year-on-year; (The reasons for the decline in profits are:
1. The wage cost has increased;
2. The cost of raw materials has risen;
3. The engineering maintenance cost increases;
4. The hotel has newly added linen bedding for guest rooms, updated clothing for employees, updated mattresses for guest rooms, added food cabinets for guest rooms, updated tablecloths for restaurants, and updated some tableware for restaurants. In the past, we were the hotel with the best comprehensive facilities and geographical location in Xuanhan, which had certain market advantages. Now, with the intensification of market competition, new hotels are constantly opening, and we will adjust our business ideas in a timely manner, and strive to be the "hotel with the best service in Xuanhan". We will constantly sum up the success or failure of the work in the first half of the year and strive to complete the annual objectives and tasks assigned by the Group.
First, strengthen education and training, and strengthen the quality of staff
After more than two years of operation, xx Hotel has basically entered a mature development path. In order to better strive to build a service brand, and further establish the service concept of "all guests are the center". In the first half of the year, the hotel took civilized and standardized activities as the breakthrough point, "training is the theme of the hotel" and "quality is the life of hotel products" as the entry point, and successively adopted the method of "please come in and go out" to pay close attention to the training and education of hotel employees, strengthen the quality of the staff and continuously improve the service level.
1. By adopting centralized training, special training and individual guidance training, the hotel awareness of employees has been greatly improved, the service concept has been further deepened, and smiling with voice has become the conscious action of employees. There has been an image understanding of what personalized service is, from sensibility to rationality, and the whole hotel has formed a good atmosphere of "all work is to satisfy guests". Thus, it has deepened the comprehensive combing and improvement of employees' pre-job training, departmental training and team training from theory to practice.
2. Strengthen the weekly meeting training for cadres above department managers and learn the professional knowledge of modern hotel management. Through systematic training and education, the knowledge connotation of managers has been greatly expanded, their business skills and management awareness have been enhanced, and their management quality has been further improved.
3. In order to promote the reasonable throttling of labor resources, strengthen the cooperation and cooperation among posts, and strive to cultivate generalists, so as to effectively deal with and solve the emergency situation caused by the temporary shortage of personnel in a specific post, so as to be prepared. We require the human resources department to try a multi-functional staggered training and establish corresponding training records. We have gained something from this work so far.
4. implement the "first question responsibility system". According to their actual situation, each department has compiled some information about "what should be known and what should be learned" and trained employees in time. Try to solve all the questions raised by the guests, answer any questions and put an end to the phenomenon of buck passing. At the same time, through the daily training morning meeting of each post, the name of the meeting, important rooms, catering and other information that will be held in the hotel on that day will be informed, so that guests can get an answer when they enter the store to ask any employee.
5. In order to ensure that the training is targeted, we have carried out daily and uninterrupted comprehensive quality inspection. And establish and implement the three-level inspection system of departments, supervisors and foreman, standardize the inspection content, and promote each service in place. At the same time, the manager on duty supervises the hygiene of the public * * * area and the manners and manners of employees every day, and the general manager's office leads the managers of all departments to conduct random checks from time to time. Through quality inspection and timely and appropriate education, the training work is not limited to the classroom, but more practical and targeted.
6, according to the actual situation of the hotel, combined with the fire and other cases, the implementation of the hotel, department, team three-level safety training and education. The number of participants in the training accounts for more than 91% of the total number of hotel staff, which enables employees to truly master the "three understandings and three meetings" of fire control and safety work and the handling methods of emergency plans. It has played a positive role in improving the management level of enterprises and the overall quality of the team.
7. While doing a good job in business training, we pay attention to strengthening employees' professional awareness and improving professional ethics and quality. Make the staff understand that providing warm, civilized, meticulous and thoughtful service to guests is not only a professional ethics requirement, but also our obligation; Understand the service concept of "all guests are the center"; Understand that we should touch every guest who comes to the store with enthusiasm and integrity in order to win the full understanding and respect of the guests.
second, strengthen marketing and constantly adjust the structure of tourists
In order to proceed from a long-term perspective, the hotel should conscientiously do a good job in balancing economic growth and sustainable development in its business and sales; Do a good job in balancing prices and adjusting the structure of customers, devote ourselves to the development of new customers, and maintain the stability and expansion of customer groups. And do a good job in the following aspects:
1. Make a reasonable reservation for the peak season and maximize sales.
2. Implement the return visit system of the agreement unit. According to the ranking of monthly sales reports, the hotel designed a customer return visit table and selected the agreement units for return visit. Through the return visit, we have narrowed the emotional distance with customers and effectively promoted the promotion of sales performance.
3. Do a good job in the sales of individual customers. Practice has proved that with the intensification of market competition, guests have more room to choose hotels. In order to improve the "marketing competitiveness" of hotels, we should first innovate our concepts, adjust our business strategies and policies in time, optimize and design our own products, make our strategies innovative and changeable, and constantly innovate our business policies according to different seasons, so as to continue to maintain a high level in the severe situation.
3. Refine service measures to improve guest satisfaction
The quality of service is directly related to the reputation and economic benefits of the hotel. To this end, we put forward that the service work should develop in the direction of refinement and optimization, constantly strengthen the service consciousness, and further improve the satisfaction of guests.
1. In order to continuously improve employees' business skills and comprehensive service level, enhance business communication among employees, and form a good atmosphere of comparison, learning, catching up and helping. In the first half of the year, we launched a "hotel skills" competition with the theme of "practicing internal strength and creating a brand". All the contestants used their spare time to train and exchange ideas with each other. Through the competition, all departments have formed a * * * understanding, that is, good service attitude and excellent business skills are the fundamental guarantee for winning customers and improving hotel economic and social benefits. Only by constantly improving the comprehensive quality of all employees, so that every employee's behavior can be consciously combined with the interests of the hotel, can we ensure that the hotel will always be invincible in the fierce market competition.
2. In order to better guide the service personnel, we should correctly establish the hotel consciousness and service concept, and take the satisfaction of the guests as our work standard. We start with establishing the image of the window to improve the level of business reception. For example, the staff of the front desk take "work in my hands and service in my heart" as its purpose; Greet and receive every guest with a unique sweet smile; Solve all the problems raised by the guests with the "first question responsibility system"; Win "repeat customers" with "care, love, rest assured, care and sincerity" quality service. It presents a new industry trend of striving for Excellence and loving their jobs and dedication.
3. In order to promote the development of personalized service, all departments use the morning meeting time to exchange business skills such as "What have I done for the guests, what have I gained and realized", so that employees can learn from each other's strong points, improve together, and constantly expand new ways of personalized service. At the same time, all departments are required to dissect the quality cases around them, and analyze and comment on the representative classic cases (complaints or praises) collected from different angles and different sides. Through classic case analysis, we examine our service from the perspective of customers, and find out what is not in place to provide services to customers, so as to find out the root causes of problems in service quality. Make other departments reduce repeated mistakes in future services, and form a resource sharing.
4. in order to improve the hotel's service and management level, we pay special attention to standardized management and standardized services, and further reflect the nuances and details of studying abroad services. Employees are required to be good at grasping the best service opportunity through observation before the guests speak, to understand the guests' preferences, and to provide guests with advanced and outstanding personalized services. For example, whenever a guest arrives at the store, our waiter actively and enthusiastically communicates with the guest to master more detailed information and provide targeted services to the guest. When a guest with a baby in his arms checks in, both the reception desk and the floor attendant will take the initiative to ask if it is necessary to add a crib. When staying in the guest's birthday, the waiter will take the initiative to send a fruit and a heartfelt blessing. Some long-term guests will remember their living habits and provide services for them in time after each check-in. It is these meticulous, humanized and personalized services that make guests feel that the hardware and software services provided by the hotel are natural and decent, and make guests in other places feel the warmth of "home".
Fourth, standardize management and promote the healthy and orderly development of enterprises
1. In the first half of the year, according to the actual situation of hotels, the Hotel Management Practice was formulated and promulgated; Revise and improve the financial management system, and strengthen the supervision and control of finance; The provisions have implemented the approval authority, hospitality standards and approval procedures for public relations reception; The accounting operation of the main desk is further standardized on the basis of the original regulations; At the same time, the systems of "four-entity registration", "front desk registration" and "foreign registration management" have also been implemented to ensure comprehensive and thorough accommodation registration. Make the management of the hotel more standardized, the reception capacity more excellent, and strive to be in line with the modern enterprise management system.
2. Make full use of the internal information management system and establish the guest history file. Through the customer history file, the quantitative analysis of the customer's characteristics and historical consumption situation is strengthened, the customer's consumption potential is tapped, the sales volume and sales profit are improved, and the favorable decision-making basis is provided for the management. At the same time, knowing the guest's situation through the guest history file is conducive to better providing personalized service to the guests and making them feel at home.
3. In order to carry forward corporate culture and unite people's efforts, in the first half of the year, the hotel carried out a series of colorful activities for employees' spiritual and cultural life, such as: mountaineering activities to bid farewell to the old year and celebrate the Spring Festival, literary parties to celebrate the Spring Festival, outdoor tug-of-war competition for Women's Day on March 8, grave-sweeping activities for martyrs in Tomb-Sweeping Day, spring picnic activities for various departments studying abroad, and "hotel skills" competitions with the theme of "practicing internal skills and creating brands", and "competition with" Through these activities, employees are encouraged to devote themselves to their work, improve themselves in competition, and realize their own values with hard work and wisdom. In addition, we are carrying out the selection activities of outstanding employees and model employees, and besides salary promotion and appropriate rewards, we also organize them to visit and study in peer hotels. And use the publicity column of the staff canteen to publicize the "people and things" of our staff in a dynamic way, showing the entrepreneurial spirit of the hotel to unite and fight for the blog and keep pace with the times. Promote the development of the hotel's "building service brand and creating quality service", thus reflecting the vitality and vitality of the hotel. Recently, we organized and carried out the evaluation activities of outstanding personnel such as sales elite, smiling angel and fastest growth and progress, thus promoting the team spirit among employees. Because the hotel fully realizes that stable and abundant human resources are the most important vitality for enterprise development. To this end, we have always been "people-oriented" and carried out people-oriented management, which has promoted the basic stability of the workforce. Since its opening, nearly 71% of employees have worked for more than one year. It has become the conscious action and creed of hotel staff to provide guests with "feel at home" quality service and expect the hotel to be better tomorrow. At the same time, we pay attention to the study of middle-level cadres and teams and groups, and stipulate that cadres at or above the head level should read at least two books every year, write two experiences and make an assessment at the end of the year. This year, we organized reading books such as Letter to Garcia and From Excellent to Excellent. And start with creating a learning atmosphere for teams and groups, further stimulate employees' learning consciousness and enthusiasm, master solid skills and knowledge, and establish the concept of lifelong learning. So as to truly build the enterprise into a learning enterprise full of vitality and vitality; A healthy, progressive and cohesive group.
4. In order to create operating profit to the maximum extent, we take increasing revenue and reducing expenditure as an important task. Through excellent service, advocate all employees to establish the consciousness of "saving energy and reducing consumption, everyone is responsible". And according to the characteristics of each department, do a good job in cost control: First, make full use of information management and establish an internal LAN. Relevant matters, documents, notices, quality inspection and rectification requirements of the hotel on the same day are read and processed by all departments through the internal transmission system. And publish the usage of telephone charges of various departments on the internal LAN every month, so that employees can consciously raise their awareness of saving and reduce expenses. Second, energy consumption such as water, electricity, gas and diesel oil can be effectively saved through local transformation of electricity, water and air conditioning systems. Secondly, self-help maintenance and repair of air conditioning cooling towers, transformers and other equipment, electrical appliances, saving repair costs and reducing the failure rate to zero. Third, in the process of purchasing and supplying, the second-level management is implemented, and the price and quality of purchased items are compared to effectively reduce the price of purchased raw materials. Control the storage quantity reasonably, especially for the products with quality problems in storage, contact the manufacturers in time to return the products to avoid the losses caused. Fourth, pay attention to the maintenance of the guest room settings, and timely recycle the consumables available in the guest room for internal secondary use. And compare the monthly statements individually to control the consumption of consumables and cleaning agents. Through a series of effective measures, the hotel's expenses have been greatly reduced.
5. Safety is an important measure to ensure the service process. At the hotel work meeting at the beginning of the year, the hotel signed the Responsibility Letter for Safety Prevention with various departments, successively adjusted the organization of the fire prevention committee and the voluntary fire brigade, set up a leading group for fire prevention publicity and education and a fire prevention publicity team, and established a responsibility system for public security, fire prevention and safety production, which is "graded management, responsibility at different levels, consistent rights and responsibilities, and respective responsibilities", and promoted the work of safety, inspection, publicity and education, with clearer responsibilities and better responsibilities. At the same time, the "four real registration" system is strictly implemented, and the real name, real time, real number and truth are achieved, which has been commended by the public security bureau and the fire brigade many times. In the first half of the year, the hotel was evaluated by the county fire brigade, and was rated as an advanced unit of fire control and public security in xx. Achieved the goal of "zero" in criminal cases, fires and industrial accidents.
6. The quality of cadres is the key to the development of enterprises. While grasping the quality of employees, we attach great importance to the construction of cadres: strengthening