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Middle-level managers' debriefing report _ Do a good job of managers' basic work
Report on middle-level managers' debriefing and honesty

Department: Property Management Department

Last name: Leng Hongyong

Position: Deputy Minister

At the beginning of 20 13, chitianhua carried out the "three-system" reform, and I responded positively. Through open competition, I applied for the position of deputy director of the company's property management department, in charge of hotel and catering work. For a newly established department, it is difficult to do everything. In my new post, I go all out to support the work of the leaders in charge, actively cooperate with the company leaders to carry out various tasks, and strive to complete my own work. Over the past six months, under the care and guidance of the company's leaders, I have earnestly performed my duties, been strict with myself in thinking, work, study and life, conscientiously implemented the spirit of "three systems" reform, and done a good job in this department for the development of Tianfu Company. Now I will report my thoughts, work and study in the past six months as follows:

First, in terms of ideology and politics.

Over the past six months, I have earnestly studied the principles and policies of the Party and the state, studied the work report of the 18th National Congress, especially learned to understand the spirit of the "three systems" reform of Chitianhua, and carried out all the work in accordance with the reform spirit of the group and the company, keeping a high degree of consistency with the leaders of the group and superiors in terms of ideology and work. As a party activist and a middle-ranking cadre, I strictly follow the relevant regulations to demand and restrain myself.

Correctly handle the relationship between collective interests and individual interests, constantly learn and improve themselves, and accept the assessment of the organization.

Nuclear, strive to close to the party organization as soon as possible, become a formal * * * party member.

As a new middle-level manager, his work ideas, work requirements and code of conduct are very different from before. To do a good job in this department, he must have excellent management ability and professional knowledge. To meet this requirement, he must constantly improve himself through learning, learn the service concept and business strategy of Haidilao, learn the strategic decision-making and marketing methods of the hotel online, carry out some activities in combination with the actual situation of our hotel, and achieve some results through learning.

In action, I strictly abide by the company's rules and regulations, maintain a modest and prudent work style, give full play to the leading role in work, study and life, and consciously be honest and self-disciplined, honest and trustworthy.

Second, in terms of work.

(A) scientific decision-making, brainstorming

According to the requirements of each work, all the management personnel of the hotel catering department make work plans, put forward overall work ideas and guide the development of each work. I led the supervisor and foreman, United all the staff, and Qi Xin worked together to make contributions to income generation, profit creation, excellence creation and progress in stability. Recently, it is the peak season of tourism and catering, and it has gradually achieved gratifying results.

1, operating income. Hotels and catering departments have increased their operating income by adjusting their supervisors, broadening sales channels, introducing incentive mechanisms, and decomposing tasks at different levels. The revenue of the hotel catering sector from June to June was 3 million yuan10.70 million yuan, achieving 37.5% of the annual target.

2. Under the strong pressure of the national "three publics" policy, the hotel catering industry advocates economy and strictly controls labor costs, energy costs, material consumption, procurement and warehousing management. By paying close attention to management, tapping potential, increasing revenue and reducing expenditure, and rationally employing workers.

3. The hotel catering department has strengthened the basic etiquette training for employees' reception, about "grooming, micro-"

Laughter, greetings, standards of behavior, skills, dress, norms, quality. "20-word training, strengthen the on-site supervision and quality inspection of management personnel, gradually improve the window image of the front desk reception department and post, and improve the quality service level of employees. In addition, in the reception service of large-scale activities, the staff of the sales department, front office department, housekeeping department, restaurant department and other departments or posts provide warm and thoughtful services, cooperate with each other to make up for each other's positions in the case of shortage of personnel, and provide necessary logistics support, so that we can successfully complete the activities.

In the past six months, there has not been a safety accident in the hotel catering industry. Adhere to the system of weekly regular meetings, hold feedback meetings, and conduct supervision and consultation on supervision matters and important decisions. According to the safety management requirements of the Group and Tianfu Property Company, improve the system, patrol frequently, strictly prevent and control, find hidden dangers and make timely rectification. With the cooperation of relevant departments, group defense and group control ensure the safety and stability of all activities.

(2) keep pace with the times, promote development and highlight changes.

All the management personnel of the hotel catering sector take the lead in setting an example, organizing and guiding all the staff, and changing their concepts in combination with the actual situation of the operation, management and service of the hotel catering sector. Survival in the wave of market competition has made the whole hotel catering sector highlight gratifying changes in the second half of the year. Mainly manifested in the positive mental state of employees. It has always been emphasized that managers and employees should have a sense of urgency, be self-motivated and cultivate "spirit". The management service of hotel catering plate is not high in technology and has no profound knowledge. Loyalty and dedication to the hotel and catering industry is the understanding and application of the true meaning of management and service. We also organize various training exchanges for department managers, supervisors, foremen and employees to encourage and guide everyone to broaden their horizons, learn and forge ahead, and unite and cooperate. In the process of completing the management index, management goal and reception task of the hotel catering sector, realize your own value and feel the joy of life. In this way, there is less prevarication between departments, more information exchange, mutual compensation and mutual respect; In some large-scale activities, in the field of hotels and restaurants,

Under the example of physical management personnel, department heads lead the foreman and his employees to work overtime and work hard. Although his working hours have been extended, he has always maintained his mental state, adding luster to the window image of the hotel and catering industry.

(3) Create brand effect and do a good job as a whole.

The hotel and catering department held several special meetings and arranged training courses with different contents, such as safety training, service etiquette training and Putonghua training. All these have greatly promoted and guided the management of hotels and restaurants to be more standardized. At the same time, combined with the governance objectives and work plans formulated at the beginning of the year, the hotel catering sector and various departments mainly focus on the following work.

1, with the goal of benefit, do a good job in sales.

(1) personnel adjustment. The key for hotels to compete for jobs is people, which is the responsibility of the main managers. The adjustment of personnel has enhanced the awareness of competition for posts and the sense of responsibility for active promotion.

(2) Broaden channels. Each department breaks down the indicators. Due to the new policies of the state and the group company, the business from May 438+0 to March and June was bleak, and the business indicators issued by the company were far from the actual income. In order to solve this problem, we actively broaden our thinking, conduct market research and reasonable positioning, adjust some house prices, carry out three "eight festivals" promotion activities, plan to hold a school banquet from July to September, and plan to carry out a sales commission plan. This can stimulate everyone's sense of responsibility and initiative in promotion, and obviously promote the promotion of sales performance.

2. Window image. Attach importance to shaping the window image of hotels and restaurants. First, control the room reasonably to ensure the maximum benefit of the hotel catering sector. Second, improve the workflow and establish various inspection systems. Strengthen the revision and improvement of the front desk reception checkout and handover workflow, especially the use of "guest settlement bill" during checkout, which reduces the time for guests to wait for checkout and changes the cumbersome and error-prone situation of checkout. Strengthen the on-site supervision of supervisors. By increasing the platform time from the supervisor to the front desk,

Solve all kinds of difficult problems of guests in time, and play an inspection and supervision role in employee smile service. Strengthen the double inspection of supervisors and foremen. The supervisor and foreman are required to check and sign the ID card registration of each shift to enhance the sense of responsibility of the supervisor and foreman. In short, all departments are required to check at all levels, pay close attention to implementation, seize opportunities and promote sales efficiently.

3. Complaint handling. The facade post in the hotel catering field is also a place where guests ask questions, reflect the situation, make suggestions and complain. Based on the tenet of "guests first, service first" and "completely satisfying guests", from department manager to supervisor, from foreman to receptionist, besides being polite and enthusiastic, they can also resolve conflicts and properly handle complaints from large and small guests. Over the past year, the sales department has received and handled guest complaints, which has reduced economic losses for hotels and catering departments and won more repeat customers.

(d) post adjustment

By competing for posts, employees' crisis awareness has been enhanced, their work style and service awareness have been changed, and employees have been encouraged to study and study. These are conducive to the smooth implementation of government decrees in hotel catering departments and departmental posts, which are prohibited. Generally speaking, the restaurant arranges the supervisors with excellent performance and ability to the responsible positions, and promotes the hard-working employees to be the foreman, which promotes the development of all the work in the restaurant and provides the guarantee of the governance mechanism for striving to achieve the revenue target.

(five) on the premise of quality, do a good job in customer service.

1, early team meeting. In order to ensure the quality and stability of the basic product "customer service" in the hotel catering sector, the housekeeping department has established a weekly meeting system for teams and groups according to the requirements of the hotel catering sector. At the weekly meeting of the team, we summarized last week's work, put it into writing for next week's work, and incorporated it into the relevant documents of the hotel catering department, which fully reflected the "strict, detailed and practical" work style.

2. Security check. In addition to setting up full-time personnel in charge of safety in the department, safety knowledge training will also be carried out.

In a systematic and regular way. From the corresponding preventive measures and emergency treatment methods of hotels and restaurants to the inspection requirements of various electrical appliances. , from the beginning. Clear the person in charge of safety in each area, paste it on the wall in the form of words, and emphasize the working principles of "whoever is in charge is responsible" and "joint management".

(6) Focus on "prevention" and do a good job in safety.

1, make a plan. Before daily operation, every major festival and large-scale activity, actively formulate security plans and emergency plans, and sign security agreements in time. Organize the safety inspection of the hotel catering department on time, sign the safety responsibility letter with all departments, make the responsibility clear, implement it to everyone, and take responsibility.

2. Strict inspection. Strict inspection of fire fighting equipment and facilities; Repair and replace emergency evacuation lights and safety exits in hotels and restaurants.

(seven) to reduce consumption as the core, do a good job of maintenance.

1, the office meeting of the hotel catering sector decided on a special topic, and on the basis of implementing the original governance regulations of various departments of the hotel catering sector, the requirements for energy saving and consumption reduction were put forward to employees again.

2. fix it. Maintenance comrades are responsible for the maintenance of equipment and facilities in hotels and restaurants, and often insist on working for a long time to repair a part, sometimes for a whole day.

3. Keep checking. In warehousing, we should strive to save money, reduce costs and strictly control the quality of incoming goods. Adhere to the principle of system, and all large-scale materials must be approved by the leaders in advance when entering or leaving the warehouse. Make a good budget and control expenses.

(eight) to lean as the principle, do a good job in personnel work.

1, reasonable distribution. According to the spirit of the company's three system reforms, with the principle of being capable and efficient, and through the coordination of relevant departments, the original staffing is 84, and the existing staffing is 665,438+0, which will not affect the work of hotels and departments.

2. Staff recruitment. According to the needs of hotel and catering business, control personnel expenses and make adjustments.

The whole personnel structure.

(nine) with the "Guide" as a reference, do a good job in training.

1, Hotel Catering Lecture. Make a training plan for all staff according to the hotel and catering industry.

2. Departmental training. All departments organize the training of hotel catering sector, and there is job training every month. The supervisor conducts weekly computer knowledge training, professional knowledge of personnel in various departments, reception of foreign guests, promotion skills, case analysis and emergency problem handling. Through training, the overall quality, business level and customer satisfaction of employees have been improved.

Third, there are problems.

After half a year's integration, some achievements have been made, but there are still problems, mainly:

1. Some employees have insufficient understanding of the "three-system" reform and have passive wait-and-see thinking, which affects other employees and the reform.

2. After the merger, due to the reduction of personnel and different work processes, there is no resultant force in personnel deployment, and the effect of 1+ 1 greater than 2 has not yet been formed.

3, there is no good response to the impact of the clean government policy.

4. Service skills need to be improved.

5. The service quality needs to be optimized.

6. Business expansion has not been formed.

In short, by reviewing and summarizing the work of the hotel catering department for half a year, under the influence of the clean policy and under the brutal competition of the same industry in Chishui, although the employees of this department have worked hard, the operating income has reached 3 million yuan, and the profits and indicators have not been completed as planned, in the next second half of the year, we will take this as the driving force to inspire all employees to enhance their self-confidence, cheer up, carry forward the spirit of overcoming difficulties and strive for expanding the market strategy.