report on the work of the general manager of the hotel and KTV
I, * *, the general manager of the hotel and KTV, under the leadership of Chairman * * and the headquarters of * *, led all the staff of the hotel and KTV to complete various operation and management indicators set by the headquarters, and * * * improved the service quality, management level and economic benefits of the hotel and KTV. Establish the business plans, development plans and business policies of hotels and KTV, formulate the business management objectives of hotels and KTV, and direct their implementation.
since the opening of the XX Holiday Club, due to various factors, the business situation is not optimistic. The development plan and business policy for 2111 were formulated around improving the business situation. In 2114, it was basically determined that the club would focus on Chinese food, western food and guest rooms, supplemented by clubs, swimming pools and other supporting facilities, strengthen marketing, refine services and improve products, so as to improve the overall profitability of hotels and KTV as the basic business policy of hotels and KTV.
in p>2111, the original planned income of the club was 37,191,411 yuan, and the actual income was 23,296,511 yuan, with a completion rate of 62.81%. Excluding the influence of Chinese food income, the planned income of the club is 1613.41 yuan, the actual income is 1648.69 yuan, and the completion rate is 112.19%. Among them, the planned income of western food is 4 million yuan, the actual income is 4,362,911 yuan, and the completion rate is 118.8%. The planned income of guest room is 11.86 million yuan, and the actual completion is 11.45 million yuan, and the completion rate is 96.5%.
In order to promote housing and consumption, the club mainly takes the following measures to ensure the continuous growth of its business:
1. Free swimming events are added for housing guests, and a preferential activity of giving a swimming ticket to five rooms in a month is introduced for business rooms, so as to encourage business companies to make reservations and promote the newly opened swimming pool.
2. In view of the low pre-sale of housing in late June, breakfast will be given to individual and business houses, and weekend prices will be lowered for travel agencies to attract guests.
3. position the western restaurant as a middle-and high-end western restaurant with a strong view from the north to the high, refine the service and strengthen the products. Seize the opportunity of the May 1 Golden Week, since May 1, the western restaurant has adjusted its price again, raising the buffet lunch price to 58 yuan/person, and at the same time launching a new afternoon tea project.
4. The management of the club failed to meet the target, mainly because the income of Chinese food was too far from the plan. In the second half of the year, the situation of Chinese food was extremely pessimistic. Under the decision of Dasheng Co., Ltd., it announced its closure on September 11. It means that the club will get rid of the shackles of Chinese food and 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.
2. preside over the formulation and improvement of various rules and regulations of hotels and KTV, establish and improve the internal organizational system, coordinate the relations between departments, and establish a reasonable and effective internal operating mechanism.
in order to gradually integrate the daily operation of hotels and KTV into the management system with planned, guided, tracked and summarized work, effectively combine planned work with emergency work, establish clear work objectives, and require all departments to establish a planned work system. Through monthly summary and planning, all work is planned and implemented according to planned steps. 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, various systems were not perfect, and the perfection of systems and the establishment of various working procedures can only be gradually completed 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 club's post procedures and processes have been formulated.
The standardized and institutionalized management of hotels and KTV is the foundation of their development. Since the beginning of 2111, the management of hotels and KTV has clearly defined the overall norms and standards of hotels and KTV, and successively issued relevant procedural and standardized management documents.
in the aspect of target assessment, on the one hand, it is assessed according to the assessment implementation method that has been issued; on the other hand, it holds the last month's/quarterly work summary meeting 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 by people, which also serves as the basis for the assessment of each department.
third, study and master the changes and development of the market, formulate the market expansion and price system, put forward the phased work priorities in a timely manner, and direct the implementation.
The changes in the market 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:
In January, the prices and contract versions of individual business rooms, long private rooms, conference rooms and travel agency rooms in 2114 were set.
Plan Valentine's Day activities and promotion 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, we adjusted the preferential policies of Zone A and Zone B of Jinhaiyue Hall, reduced the gifts and improved the service function of Zone C.. Pay close attention to marketing work, implement the marketing plan of hotels and KTV, and do a good job in the assignment 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 job responsibilities of hotels and KTV departments, draft the working procedures of hotels and KTV departments, carry out the preparations for the opening of swimming pools, and complete the layout of the rooftop of western restaurants. Organize marketing personnel to sell diamond cards and discount cards, and plan Mother's Day activities.
In May, we compiled new dishes, changed seasonal dishes, changed the service function of Chinese food in Area C, introduced administrative packages, strengthened the sales of swimming pools, maintained the seepage in guest rooms and bathrooms, maintained the smallpox and moldy wallpaper in private rooms of western restaurants, repaired the floors of Chinese and western kitchens, and cleaned the dust net of Chinese food air conditioners. Complete the production of outdoor inkjet advertisements on the east and outer walls 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 activities to celebrate the Dragon Boat Festival and Children's Day, adjusted the summer products of western restaurants, and completed the subscription and printing of hotel and KTV brochures.
in July, in order to save costs, hotels and KTV purchased some materials by themselves, promoted new dishes for Chinese food, and introduced selected afternoon tea and summer drinks for western food. The saleable towels are added to the guest room, and the disposable articles in the guest room are colored. Start the seepage maintenance of the guest room.
in August, the spray painting of hotels and KTV elevators was replaced, the central air conditioner and boiler were treated and cleaned, and the disposable articles in guest rooms were re-ordered.
in September, the Chinese food business was stopped in time according to the Chinese food business situation, and the employee dismissal, supplier material return and asset inventory work were well done around the Chinese food business closure. At the same time, the western restaurant carried out Mid-Autumn Festival activities with the theme of climbing the mountain and enjoying the moon, and achieved good results.
In October, we did a good job in the reception of the Golden Week, and at the same time, due to the holding of the High-tech Fair, we adjusted the house price in time and increased the operating income. In order to save energy and reduce consumption, the opening time of central air conditioning in autumn and winter is formulated.
in November, we completed the replacement of some uniforms in hotels and KTV, and cleaned the fan coils in guest rooms. At the same time, in order to improve the staff accommodation, we moved the staff dormitory from Liantang to Shangbu and cancelled the staff shuttle bus.
The office was relocated in December, and the hotel and KTV were comprehensively arranged and planned with the emphasis on Christmas, which basically achieved the expected results.
5. Be responsible for the training and use of middle-level 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. To cultivate their own outstanding talents, we need a harmonious working environment, affirmation of the ability of outstanding talents and respect for personality. At present, hotels and KTV adopt the principle of employing people according to the quantity, so that the sage comes first, the capable is in the middle and the wise is in the side, give full play to the subjective initiative of talents, and strengthen supervision, restraint and management in a responsible attitude towards subordinates.
training is of great significance for hotels and KTV to adapt to the changes of environment, meet the needs of market competition, meet the needs of employees' own development and improve the benefits of hotels and KTV. Training can improve the skills and comprehensive quality of employees, thus improving their work quality and efficiency, reducing mistakes, reducing costs and improving customer satisfaction; Employees can understand and master their work at a higher level and enhance their work confidence. To this end, the club carried out a lot of training work in 2114, 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 111.5 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 per person is 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, and the human resources department has strengthened the ability guidance training for basic trainers, and organized a "training skills practice course" and some basic management and professional knowledge courses. Intensify the training and examination, and organize the preparation of 12 examination papers for various positions in western food, front office, housekeeper, financial cashier and other departments. It will lay a foundation for the future assessment of job confirmation, transfer and promotion.
six, mobilize the broad masses of employees to work together to do a good job in democratic management; Care about employees' lives and constantly improve their working and living conditions.
1. set up the general manager's mailbox and establish the communication channel between employees and the general manager. Since the establishment of the general manager's mailbox, the club has received 12 * * * complaints in the following aspects throughout the year (see the following figure):
In view of the work clothes problems mentioned by employees, the housekeeping department was immediately asked to order the summer uniforms of the engineering department.
hotels and KTV immediately investigate complaints against individual departments and employees, and clean up unqualified personnel in time.
In response to employees' general complaints about poor food and inconvenient commuting, the club took the following measures:
First, the staff dormitory was adjusted in time and moved from Liantang, which is half an hour's drive away, to Shangbu Industrial Zone. At present, employees only need to walk to and from work for ten minutes, which is not limited by the shuttle bus time, and their rest is fully guaranteed and fully affirmed by employees.
Secondly, staff meals are 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 the surplus food in the sales area, which not only tastes bad, but even has deteriorated food. Employees generally report that they are not full and eat badly, 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, the leadership of the club decided to hold a staff meal in the office area on the 26th floor after discussion. Since the meal was started on February 6th, the food has been well received by the staff because of its cleanliness and delicious taste.
Thirdly, in view of the increasing 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 small 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 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 Wutongshan in different departments, hold employee tea parties, etc., to enhance enterprise cohesion. Hold employee birthday party every month to celebrate the birthday of the employee in the form of a big family, give sincere wishes and enhance the sense of belonging of the employee.
3. Periodically compile and publish the Window of XX in hotels and KTV, update the employee's publicity window every month, and establish a bridge between hotels and KTV and employees.
Xiamen Asia XXX Hotel and KTV
On July 4, 2111, I was appointed by the chairman of * * and the leader of Dasheng Headquarters to be responsible for the preparation of XXX Hotel and KTV. Due to many problems left over in the early stage, all the work was at a standstill. In order to make the work smoothly enter the state, I mainly carry out the following work:
1. Solve the problems left over from the previous project, organize the blue prints.the design, redefine the thinking, 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 and poor communication among some partners, all the subjects are paralyzed, the construction site is shut down, and employees are in emotional turmoil. In this case, I realize 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 joint review of drawings, redefine ideas, terminate the contract of non-cooperative decoration company, and attract powerful, qualified and experienced contractors to cooperate. Now, the following main projects have been completed:
1. Weak current projects: laying telephone lines, video lines and network lines; Electrostatic floor project of control room and general computer room. Wired facilities are 91% completed. At present, only the satellite receiving system project is under negotiation.
2. equipment engineering: complete the installation of air conditioner host, 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 decorate 91% of the villa; 91% of the renovation of the main building (including water, electricity, ground, walls and ceilings); Marble of hotels and KTV exterior walls is 81% completed.
4. other projects: complete the outer fence, the art gallery in the middle of the villa, the hotel, the KTV square and the shop signs. Garden project, seaside leisure pavilion completed 91%; 91% of hotels and KTV parking lots are completed; Hotel, KTV fountain completed 91%; Grassland lighting completed 91%;
2. Disseminate information widely, carry out all kinds of bidding activities, select samples of all kinds of equipment, supplies, materials and machinery and equipment, and sign contracts
At the same time as the above-mentioned main project is in full swing, the selection of samples of all kinds of equipment, supplies and materials and the selection of machinery and 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. In the selection of suppliers, the bidding method is adopted. In the bidding process, the principles of fairness, legality, equal competition, honesty and credibility are strictly adhered to, and the working procedures of qualification examination, field investigation, group deliberation and reporting for approval are adhered to to to sign contracts with suppliers. At present, a series of contracts have been signed for central air conditioning, kitchen equipment, greening projects, gas projects, room locks, cleaning machines, employees' clothing, room supplies, etc., with 51 contracts totaling 18.126 million yuan. (Attached with the list of signed contracts)
Third, establish the staffing and structure, conduct personnel recruitment step by step and orderly, ensure personnel reserve and strengthen personnel training
In August p>2114, hotels and KTV established the total staffing of 317 people. Combine the characteristics of hotels and KTV to build an organizational structure and formulate a salary standard system for personnel. At present, XXX Hotel and KTV in Asia have been established as an organic whole under the leadership of the general manager. In the recruitment of personnel, in order to ensure efficient work and save and control labor costs, XXX Hotel and KTV adopt a step-by-step and orderly way to recruit personnel. For departments with large job gaps, a variety of recruitment methods have been adopted to make up for them as soon as possible, except for recruitment and labor in the talent market