No point specific ah brother you are too lazy ah ~! A little tip is also good ah

200* year is about to pass, we are full of confidence to usher in 200* year. In the past year, the party's Sixth Plenary Session of the Sixteenth Central Committee was held in triumph, the spirit of the meeting to inspire the people of the country to advance with the times of the year, is to promote the hotel "safety, operation, service" three major themes of the year, but also the hotel's annual revenues and profitability indicators to complete a more satisfactory year. On the occasion of the new year, it is necessary to review and summarize the past year's work, achievements, experience and shortcomings, in order to help build on strengths and avoid shortcomings, and forge ahead in the new year and strive to create new successes.

I, scientific decision-making, concerted efforts, the hotel year to create a four-point performance

Hotel general manager team in accordance with the requirements of the center, the beginning of the year to develop a full-year work plan, put forward to guide the work carried out by the overall work of the idea that one is to strive to achieve the "three goals", and the second is to build up together! "Tripartite Advantage" and so on. The general idea determines the scientific decision-making and guides the development of the work throughout the year. Coupled with the "three standards as one" certification review work to promote, as well as the performance of the activities of the practice, especially in the second half of the Fourth Plenary Session of the Sixteenth Central Committee of the strong east wind of incentives, the hotel general manager team led by the managers of various departments and supervisors, foreman, unite all staff, up and down, work together, in revenue, profit, excellence, and stability, made a certain contribution, and achieved quite a lot of success. Certain contributions, achieved considerable results.

1, operating revenue. The hotel through the adjustment of sales staff, broaden sales channels, the introduction of the room to mention incentives, food and beverage performance linkage

Related business measures to increase operating income. Hotel annual revenue of 10,000 yuan, more than last year, exceeding 10,000 yuan, exceeding the rate of %; of which 10,000 yuan in guest room income, office income of 10,000 yuan, restaurant income of 10,000 yuan, other income **** 10,000 yuan. Annual average room occupancy rate of %, the average annual room rate of yuan / night. The average room occupancy rate and average room rate are higher than the average value of the city's four-star hotels.

2, management profit. The hotel by paying close attention to management, digging deep potential, cost savings, reasonable labor, etc., in the labor cost,

energy costs, material consumption, purchasing and warehouse management, etc., advocating savings, strict control. The hotel's annual operating profit of 10,000 yuan, operating profit margin of %, an increase of 10,000 yuan and % over last year. Among them, the labor cost of 10,000 yuan, energy costs of 10,000 yuan, material consumption of 10,000 yuan, respectively, accounting for the hotel's total revenue of %, %, %. Than the beginning of the scheduled indicators were reduced by %, %, %.

3, service excellence. Hotel through the introduction of brand management, strengthen the "basic code of conduct for staff hospitality" on the "instrument, smile, greetings" and other 20-word training, strengthen the management of the site supervision and quality inspection, and gradually improve the front desk hospitality departments and positions of the window image, and constantly improve the quality of service standards of the staff. As a result, in May this year by the Municipal Tourism Bureau once a year to organize the star-rated hotels openly and secretly scoring evaluation, my store only deducted 2 points, get a higher score of quality service, the same star-rated hotels in the region among the best. In addition, in the reception service of large-scale activities, our store sales, front office, guest rooms, property, restaurants and other departments or positions, respectively received from the activities of the organizing committee of the letter of commendation, the letter are praised: "the hotel staff's warm and considerate service to our daily life to provide the necessary logistical support, so that we can successfully complete the event. "

4, safety and stability. The hotel through the development of "large-scale activities security program" and other security plans, to do the daily fire, burglary and other "six prevention", the year almost did not occur an accidental security incidents. Under the care and guidance of the general manager of the hotel, the leaders of the store level held daily feedback meetings with department managers to inform the situation and put forward requirements. The security department arranges cadres and staff to work extra hours, patrols diligently, tight prevention and control. In cooperation with the relevant departments, group prevention and control to ensure that the activities are foolproof and the hotel is busy but not chaotic security and stability. The hotel security department guard class was also named advanced team.

Two, advancing with the times, enhance the development of the hotel highlights the improvement

The hotel general manager team took the lead in organizing and guiding the party members and cadres and all employees, seriously study and comprehend the spirit of the Fourth Plenary Session of the Sixteenth Central Committee. Combined with the hotel operation, management, service and other actual conditions, advancing with the times, improve the quality, change the concept. Survival in the wave of market competition, so that the entire hotel scope of the second half of the year highlighted a welcome improvement. Mainly manifested in the cadres and staff in a positive state of mind. Hotel general manager of the General Assembly, will repeatedly emphasize that cadres and staff should have a sense of urgency, should have the spirit of progress, cultivate "spirit". Hotel management services are not high-tech, there is no esoteric knowledge. The key is the subjective initiative of people, is the state of mind of people, is the hotel's loyalty and dedication, is the management and service connotation of the true meaning of understanding and its application. Store-level leaders also through the organization of department managers, supervisors, foremen and staff training exchanges, inspiration and guidance to broaden their horizons, learning and enterprising, unity and cooperation. In the process of accomplishing the hotel's business targets, management goals and reception tasks, we realize our own value and feel the joy of life. As a result, the phenomenon of mutual shirking and ridicule between department managers is less, replaced by mutual information, mutual complementary, mutual respect; the hotel twice a month at night routine security checks and a weekly quality inspection of the leave, less people absent, replaced by the initiative to participate in the care, check carefully and seriously. In some large-scale activities, in the store under the leadership of the example of the role model, department managers led by the director, foreman and his staff, overtime, hard work, work to extend the although very tired but always maintain the spirit of invigoration, for the hotel's image of the window to add luster.

Three, brand management, the hotel focus on eight work

In this year to grasp the "three standards as one" 6S management of the implementation of the certification process, the hotel held a number of thematic meetings, arranged a different content of the training course, the organization of a number of pre-audit inspection, etc. These greatly promote and guide the management of the hotel. These greatly promote and guide the hotel management work more standardized. At the same time, the hotel introduced the successful experience of advanced hotels at home and abroad, combined with the beginning of the year to formulate the management objectives and work plans, the hotel and various departments throughout the year to focus on eight major tasks.

(A) to benefit as the goal, grasp the sales work

1, personnel adjustment. Hotel Sales Department to open the front desk and other positions, only sales staff in the first half of the year, is more than 2 times the same size star hotel. Hotel general manager team to analyze the reasons, the key is the people, is the responsibility of the main management personnel. Therefore, the hotel decisively adjusted the manager of the sales department, and will reduce the number of personnel to enhance the staff left behind the sense of competition and active promotion of the work of responsibility.

2, channel broadening. The original decomposition of the Sales Department indicators due to the lack of scientific basis. The hotel issued by the business indicators but difficult to complete as scheduled. For the first half of the lack of market research, rational positioning, channel division of various issues, the general manager of the team in the adjustment of the department manager, the study passed the second half of the "sales program". Which in the original agreement company, the network booking, door-to-door only three natural sales channels on the basis of casual guests, expanding and increasing the exhibition, team, peer, membership card and other channels, set up the channel director is responsible for, and according to the channels should account for the proportion of the hotel's total source of customers, accordingly, the proportional decomposition of indicators. In this way, one is divided into channels of science, the second for the decomposition of indicators reasonable, three can motivate everyone's sense of responsibility and promotional initiative, four can gradually reduce staff efficiency again, and five obviously promote the enhancement of sales performance.

3, room mention incentives. According to the market positioning of the hotel for business-type hotels, in order to receive the agreement of the company's business guests and door-to-door casual guests, supplemented by the network booking, exhibition teams and other marketing strategies, the general manager of the general manager team with reference to peer hotels, "room to mention" some of the success of the experience, the development of a front desk reception staff of the sales department by the agreement of the company's price to be higher than the price of the room to sell a certain percentage of commission incentives. A certain percentage of commission incentives. This room reward policy, greatly mobilized the receptionist promotional enthusiasm and service attitude, so that the hotel door-to-door casual income from the first half of the million yuan to the second half of the million yuan, an increase of about %.

4, window image. Sales Department in addition to making full use of the hotel's room policy, increase promotional efforts, but also pay special attention to shaping the hotel's window image. For one thing, reasonable sales control room, to ensure that the hotel to maximize the benefits. For example, in this year's auto show, room show period, reasonable operation, to ensure guest satisfaction, but also to ensure that the hotel's maximum interests, for many days the occupancy rate of more than 100%, while the average room rate has also increased significantly. Secondly, improve the workflow and establish various inspection systems. Strengthen the front office in the reception checkout, handover and other workflow revision and improvement, especially the checkout using the "guest settlement bill", reducing the time guests wait for the checkout, change the checkout of the cumbersome and easy to error. Strengthen the supervisor's on-site supervision. By increasing the supervisor's standing time at the front desk, we solved all kinds of difficult problems of the guests in time, and played a role of checking and supervising the staff's service with a smile. Strengthen the double checking work of supervisor and foreman. Require supervisors and foremen to check and sign the daily registration of each shift to enhance the sense of responsibility of supervisors and foremen. This year, there is not a single mistake or omission in the household registration, guest registration, Internet sending, and so on. In short, the front office department under the leadership of the general manager, layer by layer, pay close attention to the implementation, grasp the opportunity, efficient marketing, for the hotel has created a record one after another, door-to-door casual guests from the original accounted for % of the total income of the guest room to %, the highest daily income of $, the highest daily average room rate of $; annual reception of guests 10,000 people, reception of 10,000 foreign guests.

5, complaint handling. Sales Department, especially the front office positions, is the face of the hotel positions, but also guests consulting problems, reflect the situation, put forward proposals, complaints, dissatisfaction and other more centralized place. In line with the "guest first, service first" and "so that guests are fully satisfied with the" purpose, from the department manager to the supervisor, the foreman, up to the reception staff, in addition to being able to do courteous to guests, warm service, but also to resolve conflicts, and properly deal with the guests of all sizes. Complaints. Over the past year, the Sales Department **** reception and handling of guest complaints about a, for the hotel to reduce economic losses of about yuan, for more hotel repeat business. In addition, the sales department according to the requirements of the hotel general manager team, began from passive sales to active sales, from disorderly work to orderly work, from inefficient negotiation to effective negotiation, from no market research and analysis and other non-basic management to the monthly market research and analysis and customer room delivery rankings, etc., and directly won a significant rebound in sales performance. The second half of the **** generated revenue of 10,000 yuan, an increase of 10,000 yuan over the first half of the year, an increase of about %.

(2) to reform as the driving force, grasp the catering work

1, performance-linked. Although the restaurant is a departmental position in the hotel, but in the management system to take the lead in the market track, performance-linked reform initiatives in the restaurant was formally implemented, that is, the restaurant's operating income target is approved for 10,000 yuan / month, the total payroll control for 10,000 yuan / month. In a certain cost and gross profit rate standards, if over or under revenue targets, the proportion of completion or failure to complete the proportion of total salary deductions of the corresponding proportion of the quota. This performance-linked approach, on the one hand, to the restaurant kitchen managers, waiters, chefs and other personnel to the invisible pressure, the lack of ideological work or management may not bring some negative impact; on the other hand, but so that we turn pressure into motivation to promote the restaurant, the kitchen for the benefits of more consciously and proactively do a good job of business promotion work. Such as restaurant open summer night market, increase breakfast varieties and so on.

2, competitive recruitment. In addition to the restaurant distribution policy reform, employment, employment mechanism is also more flexible. Managers can go up and down, employees can come in and out, according to the performance of the work of the competition and so on, these are all conducive to the hotel and departmental positions of the smooth flow of orders, orders are prohibited. Of course, the main managers if the quality is not good or poor management, will naturally produce some adverse consequences. But on the whole, it seems that the restaurant will be the performance and ability of the director of the more excellent arrangements to the responsible post, will work seriously as a foreman of the staff, the incompetent director, foreman and staff to be dissuaded, etc., to a greater or lesser extent, to promote the development of the work of the restaurant, in order to strive to complete the revenue target provides a guarantee of the management mechanism and other aspects.

3, test dish assessment. The hotel requires the restaurant chef every week or at least every other week to create a few new dishes, by the store-level leaders and relevant department managers to try the food scoring, assessment of the business level of the chef, while the basic satisfaction of the new dishes recommended marketing. Over the past six months, the restaurant **** launched a new dish More than one, of which, the iron plate rib dumplings, spicy beef tendon, Han flavor drunken chicken, wild taste fresh, orchid beans mixed with mushrooms, etc. by the general recognition of diners. In addition, the chef who is excellent in the assessment is recognized and encouraged, and the chef with poor business skills is requested to be replaced in time.

In addition, the restaurant with the hotel, the year **** reception of important guests batch, counting more tables, about people. The restaurant's service reception work by the hotel and the higher leadership of the basic affirmation and praise.

(C) to focus on the customer, grasp the property work

1, patience in the sale of housing. Such as the property department to rent 3322 room, the owner is a travel agency, and in the stage of just starting a business, in order to reduce capital investment, would like to rent a slightly smaller area but good location can be a glimpse of the room, so they looked at the 3322 room, from the entrance of the stage nearly 18 square meters is very suitable. However, the room was already booked by another guest. They spent the whole day in the property department. Later, the property department took great pains to introduce other rooms to them, and after more than two days of continuous work, they rented room 3346, which is 20 square meters larger than room 3322. Thanks to the hard work of all the staff in the Property Department, the occupancy rate of the office rooms reached %, exceeding the level of the same period last year.

2, after-sales service. When summer comes, the air-conditioner does not cool down, complain; when the roof leaks, complain; when someone is found to have used the company's supplies privately, complain; when winter comes, the heater is not hot, complain; even when a stool is missing from the bathroom, complain. Whenever the property department receives a complaint call, it never shirks its responsibility, first apologizes to the guest, and then finds the relevant departments to assist in solving the problem. After solving the problem, we also have to make a return visit to the customer until they are satisfied.

3, the collection of room charges. Collection of room charges is also a difficult task. Some guests for some reason do not pay the room charge on time, the property department will be active in the collection of accounts, not only on the phone, every time to pay the fee in person to the room to collect the room charge.

(D) to the quality as the premise, grasp the guest room work

1, shift morning meeting. In order to ensure that the hotel's basic product "rooms" quality and stability, the Department of Rooms in accordance with the hotel requirements, the establishment of a long package and the bulk of the morning meeting of the team system, the day's work to set up, each employee's instrumentation is not neat to standardize, so that all employees in the mind can be consistent, to ensure that the implementation of various tasks In the weekly meeting of the team In the weekly meeting of the team to summarize last week's work, the next week's work to lay out and form the text, while the hotel's relevant documents into the content of the full embodiment of the "strict, detailed, practical" style of work.

2, security checks. In addition to the department set up a full-time safety and security sub-responsible person, the safety knowledge training into a system throughout the year, reflecting the different levels, content. From the hotel's corresponding precautions, handling of emergencies to the requirements of the inspection of electrical appliances and so on, starting from the drop. Clearly identify the person in charge of safety in each area, in the form of text on the wall, emphasizing the "who is in charge, who is responsible for" "group work" principle of work. For the resident guests, meeting guests, passers-by to carefully observe, carefully check, so that there is no omission. Throughout the year, the bulk passenger area **** found out the rooms that did not match with the guests and the people who did not match with the guests. The Guest Services Department*** detected a number of unsafe potential dangers (guests did not close the door and windows; the use of electrical appliances does not comply with the rules of the hotel).

(E) to "six defense" as the content, to grasp the security work.

1, the formulation of plans. In the daily operation, each major holiday, before large-scale activities, the Ministry of Security and Engineering are actively developing security programs and emergency plans ****, signed in a timely manner about the security agreement. Timely organization of security checks within the hotel, and signed a security responsibility letter with each department, so that the responsibility is clear, implemented to the person, each responsible for their own.

2, strict inspection. Strictly check the fire equipment and facilities, in advance of the smoke detection system A comprehensive test of the alarm point, the broken line failure, alarm point inaccurate repair, to ensure that the line is smooth, normal use; emergency evacuation lights on the hotel, the safety of the entrances and exits for the replacement of the retrofit and replacement, and so on.

(F) To reduce consumption as the core, grasp the maintenance work

1, eight requirements. According to the Beijing Municipal Government on electricity and water conservation notice, the hotel general manager's office of the special study decided, in the hotel and various departments of the original management provisions of the implementation of the basis, once again to the entire store cadres and staff to put forward energy saving and consumption of eight word requirements. That is, one to close, two to small, three to isolate, four to set, five to prevent, six to check, seven to punish, eight to declare.

2, emergency repair and maintenance. Maintenance group of seven comrades bear the hotel equipment and facilities in various departments of the repair and maintenance work, often to repair a part of the insistence on working late into the night, and sometimes a dry is a whole night. At the same time, they do their own work in mind reasonable arrangements, such as in the winter ahead of the hotel heating equipment for a comprehensive overhaul, refurbishment of the hotel distribution box to replace the meter and so on.

3, procurement gatekeeper. Procurement Department in the work of efforts to save money, reduce costs, and actively visit the market to consult merchants, and strive to do more than three, adhere to the same price than the quality, the same quality than the price, strict quality control of goods. Adhere to the principle of the system, where the expenditure of a large amount of procurement plans, should be approved by the leadership in advance. Do a good job of budgeting expenses, control the expenditure of procurement costs.

(VII) to lean as the principle of good personnel work

1, reasonable organization. According to the hotel general manager's office meeting, the spirit of lean, efficient for the principle of employment, the Personnel Department at the beginning of the year

name of the staffing of the entire store on the basis of the store leadership, to find the relevant departments to coordinate, and then reduce the establishment of 10, and did not affect the work of the hotel and the department.

2, staff recruitment. According to the hotel business needs, control personnel expenses, adjust the staff structure. Led by the store-level leaders, several times to Miyun, Huairou, Tianjin and other places, contact vocational schools, recruiting and hiring interns times; newspaper times, online recruitment times, **** counting the number of times the recruitment.

(H) to "guidelines" as a reference, grasp the training work

1, store-level lectures. In accordance with the hotel at the beginning of the full training plan, with reference to the "basic code of conduct for staff hospitality" 20 words, by the store-level leadership organization convened by the department manager, supervisor, foreman and hospitality service staff of the thematic training, focusing on the quality of management, service awareness, courtesy and hospitality, case studies, and so on. Throughout the year **** organized training for more than a batch, about people to participate, through the explanation, comments, exchanges, etc., the trainees in the ideological understanding and daily work, are different degrees of enlightenment and enhancement.

2, English lectures. In the first half of the Personnel Training Department on Tuesdays and Thursdays for two hours in the afternoon, regularly organizing the front desk departments, positions in the "hotel scenario English" training; in the second half of the focus on the restaurant, the sales department of the front desk staff to conduct English conversation skills training and assessment, and to promote the hospitality service staff to learn English conscientiousness.

3, departmental training. Departments in the hotel organization training at the same time, monthly plans, their own staff to carry out their own department "20 words" guideline content and post business training. For example, the sales department of the front office, to grasp the positions of the training work, to achieve "daily theme, every day training". In stages, content of the front office staff training and assessment. Front desk reception, cashier every day after the morning shift to use their spare time for training; supervisor, foreman every two weeks for a training, front office staff training once a month. The training includes business knowledge, reception of foreign guests, sales techniques, case analysis, emergency problem handling and so on. Through the training, the overall quality of the staff has improved, the English level has improved, the business level has improved, and the satisfaction of the guests has improved. Over the past year, each department **** self-organized training batch, about people to participate. Hotel and department combined two levels of training to improve the overall quality of the staff's ideology, service attitude and business reception capacity. 4, practice assessment. Hotel in conjunction with the guest rooms, front office, restaurant and other front office department positions, in the daily business training, job practice on the basis of the organization of the business practice test, assessed the guest rooms first Ding Jian, second Lv Xi, third Wang Feng; front office first Zhang Jin, second Zhang Zhen, third Wang Yun; restaurant first Li Xiaojuan, second Sun Guifen, third Gao Mei; kitchen first Huang Wei, second Fang Shengping, third Zhong Yubiao. The hotel was rewarded and publicity bulletin to recognize.

Four, four-star standard, customer feedback, the hotel still exists three types of problems

A year's work, after the whole store up and down the **** with the efforts, the results are the main. But we can not ignore the problems that exist. These problems, some from guest complaints and other feedback, some of the hotel quality inspection or departmental self-inspection found. With four-star hotel standards to measure, the problem of the obvious, the need for rectification has been very urgent on the hotel leadership team's agenda.

1, facilities and equipment are not perfect.

2, management standards to be improved. A performance in the management of cultural cultivation, professional knowledge, foreign language proficiency and management skills and other comprehensive quality of high and low, uneven; the second performance in the hotel has not yet developed a set of standardized systematic and practical "management mode"; three performance in the "rule of man" Management, random management and other individual behavior in some managers from time to time.

3, service quality needs to be optimized. From the many inspections and guest complaints found that the quality of service of the hotel staff in all departments and positions, horizontal comparison of high and low, vertical comparison of good and bad. Day and night, weekdays and weekends, leaders in and out, it is difficult to do a kind of quality service. The recurring problem is that some departments or positions of some employees, grooming is not neat, courtesy and politeness is not active, reception service is not thoughtful, handling changes is not flexible. In addition, cleaning and sanitation is not careful, equipment maintenance is not timely, etc., also affects the overall quality of service of the hotel.

Through the hotel's work throughout the year to review and summarize, inspire and encourage the whole store to enhance confidence, invigorate the spirit, carry forward the achievements, rectify the problem. And will develop a new year's management objectives, business targets and work plans to guide the hotel in 2007 and the work of the department to carry out the full range of work and specific implementation.