do you write a model essay?
I can't find a restaurant. I found a hotel. Please make a reference! No one is about to usher in the confidence of spending 211 * 211 *. In the past year, the victory of our party and the meeting held by the Sixth Plenary Session were inspired by the spirit of the National People's Congress. It is an ideal choice to promote the three major themes, business and service of hotel security and achieve the annual income and profit targets in hotels. In the new year, it is necessary to review and summarize the work, achievements, experiences and shortcomings of the past year, so as to facilitate the development of the weaknesses and strive for better results in the new year.
A scientific decision, the cooperation of Qi Xin, the hotel and the four-point performance every year
According to the requirements of the central government, the general manager team of the hotel started the development of the annual work plan to guide the work. Road, and strive to achieve the "three goals" consistent "three advantages" accumulation. The overall idea? Make scientific decisions and guide the work throughout the year. In combination with the "Three" promotion activities and the certification and evaluation of performances, especially the strong Dongfeng Award of the 16th Plenary Session in the second half of the year, the research team led by the general manager of the hotel, department managers, supervisors and foremen, United all employees, made concerted efforts with Qi Xin, and made the most stable contribution in terms of income generation, profitability and Excellence, and achieved quite impressive results.
1, operating income. The hotel can increase its operating income by adjusting its sales staff, broadening its sales channels, introducing awards mentioned in rooms and performance-related catering services < P > management measures. The hotel's revenue this year is RMB, and the extra% of the office income exceeds RMB 11,111, which is RMB 11,111 more than last year's room income, the restaurant income is RMB 111,111, and other income is RMB 11,111. The annual average room occupancy rate (%) and the annual average price are per room/night. The occupancy rate and average price of hotel rooms are higher than the average of four-star hotels in the city.
2, management to create profits. By paying close attention to management, digging deep into potential savings, reasonable labor, advocating economy, and strictly controlling labor costs, we can reduce energy costs, material consumption and purchase warehouse management. Ten thousand yuan, the hotel's annual operating profit and operating profit rate (%), respectively, 111%, compared with last year. Including the labor cost of RMB, the energy cost is 11111, and the material consumption? 11111 people, accounting for%% of the hotel's total revenue. At the beginning of the year, the predetermined indicators decreased by%%% < P > 3. Excellent service. By introducing brand management, the hotel strengthens the tools of "the content of 21 words" by training the staff's basic code of hospitality, smiling and greeting, strengthens on-site management, supervision and quality inspection, and gradually improves the image of the front desk reception department and window, and constantly improves its service quality standards. Therefore, in May this year, the Municipal Tourism Bureau organized a comprehensive survey of star-rated hotels that won the competition every year, and our store only deducted 2 points to obtain higher quality. In addition, in the reception of important activities, our store sales, lobby, guest room, property, restaurant and other departments or posts received a letter in recognition of the event organizing Committee, which praised: "The hotel staff are warm and hospitable and provide necessary logistics support services in our daily life, so we can successfully complete the event. "
4, safety record and stability. Through the project of "safety plan", an important activity of making safety plan, the "six defenses" such as daily fire prevention and theft prevention of hotels are hardly an accidental safety accident throughout this year. Under the guidance of the general manager of the nursing hotel, the store-level leaders will hold a department manager every day to inform the requirements. The cadres and employees of the safety arrangement department, plus diligent patrol and strict prevention and control. Work with relevant departments to control the epidemic and ensure the foolproof safety and stability of the event. The hotel is busy but not chaotic. Hotel security guards were also rated as advanced collectives.
Times, the highlight of the hotel, promotion, development and improvement
The general manager team of the hotel has set an example, and the organization and guidance of party member cadres and all the staff have earnestly studied and understood the spirit of the Fourth Plenary Session. Hotel business combination, management, service and actual situation, keep pace with the times, improve product quality and change their minds. Survive the wave of market competition throughout the hotel, and highlight a gratifying change in the second half of this year. Mainly manifested in the positive attitude of cadres and employees. At the hotel general manager's meeting, the meeting repeatedly emphasized that cadres and employees have a sense of urgency and should be a "spirit" with self-motivation and culture. The technical content of hotel management service is not high, so what? What profound knowledge. The most important thing is the subjective initiative of people, the mentality of people in the country, the true meaning of loyal and professional hotel management and service, and the understanding of its nature of use. Through holding various trainings, department managers, supervisors, foremen and employees exchange storage-level leadership, inspiring and guiding people to broaden their horizons, learn and progress, unite and cooperate. Realize your own value? Enjoy the fun of life in the process of completing the hotel management indicators, management objectives and reception tasks. This phenomenon reduces the pressure on the managers of various departments and disparages them. Instead, they communicate with each other, complement each other, respect each other, conduct routine safety inspection and quality inspection at night twice a month, take a vacation once a week, and fewer people are absent, instead of taking the initiative to care about participating. Please check carefully, and so on. Storage-level leaders are role models. In some large-scale activities, supervisors, foremen and their employees led by department managers are tired of working overtime, working hard and extending their work, but they always keep their spirits up, when the window of the image hotel adds luster.
Brand management, hotels focus on 8
Grasping this year's combination of "6S management implementation certification process, holding training courses with different themes in hotels and organizing some experience test flights, these greatly promoted and guided hotel management became more standardized. The hotel mainly introduces the successful experience of high-class hotels all year round, combining with the development of management objectives and the beginning of work plans, and grasping eight things with hotel departments.
(a) objectives, in order to help grasp the sales
personnel adjustment. Hotel sales work at the front desk of the wound, only the sales staff in the first half of this year are called more than twice as many stars with the same scale. The reasons of the hotel and the general manager team are analyzed, and the most important thing is the responsibility of key managers. Therefore, the hotel decisively adjusted the sales manager and staff to reduce to the name, and improved the sense of responsibility, competitive awareness and positive promotion.
2. There is no scientific basis for expanding sales channels and turning from person to person and decomposing indicators. It is difficult for the hotel to complete the timetable of business indicators. Through the lack of market research in the second half of the sales plan and the reasonable positioning in the first half of the year, the channels are divided into various problems. After adjusting the general manager of the department manager team and studying, on the basis of the original agreement, company, online booking and family individual sales channels, the exhibition, team, peers, membership cards and other channels are expanded, and the corresponding decomposition indicators of the total proportion of tourists in their respective channels are established. First of all, divide channels and scientifically decompose reasonable indicators, 3 will stimulate everyone's awareness, responsibility and enthusiasm for promotion, 4, gradually increase the efficiency of layoffs, and 5 sales have improved significantly.
3. It is mainly a business hotel that receives business guests of the agreement company and the function of FIT, the market positioning and marketing strategy of the hotel, supplemented by the online booking exhibition team, and the general manager of the team refers to the hotel rooms of his peers to make some successful experiences and formulate an agreement price incentive company for a brokerage company that sells a certain proportion of receptionists. The room-lifting incentive policy greatly mobilized the receptionist's enthusiasm for promotion and service attitude. The FIT income at the entrance of the hotel was 11,111 yuan from the first half and the second half of the year, up about% year-on-year.
4 image window. Sell the hotel rooms in the lobby, put forward policies, increase promotion efforts to make full use of them, and pay special attention to shaping the window image of the hotel. First of all, a reasonable sales control room to ensure the maximization of the hotel's interests. For example, in this year's auto show, the reasonable operation of the exhibition ensures customer satisfaction, and at the same time, it also ensures that the occupancy rate of hotels with the best interests exceeds 111%. At the same time, the average house price has also increased significantly. Second, improve the workflow and establish various inspection systems. Strengthen the reception in the front office, revise and improve the change workflow, especially when checking out, check out the list of guests, so as to reduce the time for guests to wait for the checkout and change the cumbersome and error-prone checkout. Strengthen the on-site supervision of the supervisor. At the time of increase, the site manager went to the front desk to solve all kinds of problems in time, and the smiling service of the guests and employees played a role in inspection and supervision. Strengthen the double inspection of supervisors and foremen. Supervisors and foremen check and sign each type of daily household registration, and enhance the responsibility of the foreman in charge. This year, there are no household registration, visitor registration, internet transmission errors and inaccurate board of directors. In short, under the leadership of the reception desk, the general manager checks at all levels, implements the plan, seizes the opportunity, and records another door's FIT%% of the total income of the guest room, from the original accounting record to the hotel,% of the highest income per day? , the highest average daily house price is RMB; Ten thousand people,? In 2118, it received guests and received 11,111 foreign dignitaries.
5. Handling of complaints. Sales, especially the front office, released the location of the hotel facade, the questions asked by the guests, the reflection of the situation, suggestions and complaints became more and more dissatisfied. The spirit and purpose of "customer first, service first" and "customer complete satisfaction", from manager to supervisor, foreman to reception staff, can provide polite and enthusiastic service, but also resolve contradictions and properly handle complaints from big and small guests. In the past year, the business department has received and handled complaints from guests, so as to reduce economic losses for the hotel and strive for more repeat customers. In addition, the general manager of the hotel, the requirements of the sales team, began to sell from passive to active, from disorder to order, from inefficient negotiation and talks to effective market research and analysis, without basic management, significant monthly market rebound research and analysis and customer delivery room ranking, and so on, and directly won sales. In the second half of this year, it created a closing price of $ billion, an increase of $11,111 in the first half of this year, a year-on-year increase of about%.
(2) the driving force of reform, to do a good catering work
performance-linked work. Although the restaurant works in the hotel industry, it is a tracking management system that enters the market first, and the reform measures linked with performance are officially launched in the restaurant. The operating income index approved by the upcoming restaurant is RMB/month, and the total salary is controlled at 11111/month. A certain proportion of expenses and gross profit rate standards, if the income index of finished products or semi-finished products, according to the completed or unfinished wages, deduct the corresponding proportion of the total quota. This performance-related method, on the one hand, has invisible pressure on the restaurant manager, waiters, chefs and other staff in the kitchen. Lack of ideological work or improper management, but it has also brought some negative effects. On the other hand, keep changing pressure into motivation, promote restaurants and kitchens, and consciously and actively create more effective business promotion work. The restaurant's open summer night market, increase the variety of breakfast, etc.
2, employment competition. In addition to the reform of distribution policy, restaurants adopt a more flexible employment mechanism. Managers can go up and down, employees can go in and out, and they compete for their job performance. All these are beneficial to the hotel industry, and government decrees are unblocked and prohibited. Of course, if the main managers have poor quality or ineffective management, they will naturally have some rebellious consequences. Generally speaking, the restaurant will be responsible for arranging the responsibility of the post with excellent performance and capacity, and the hard-working employees will be promoted to foreman. The incompetent supervisors, foreman and employees are frustrating people, and the restaurant will promote all kinds of work to a greater or lesser extent, and strive to achieve the income target, which provides a management mechanism guarantee.
3. Evaluation of experimental vegetables. Chefs in hotel restaurants are required to record several new food tastings every week or at least every other week, to evaluate the chef's professional level, the store-level leaders and department managers who scored goals, and to recommend new dishes that are basically satisfactory for sales. In the past six months, the restaurant has introduced new dishes, such as iron ribs and zongzi, spicy beef tendon, Chinese-style drunken chicken, venison, fresh vanilla bean mixed with golden mushrooms and other recognized diners. In addition, in the evaluation of outstanding chefs, they are commended and encouraged to have poor business skills and need to communicate in time.
In addition, restaurants and hotels have received important guest batches, multiple tables and related itineraries this year. The service of the restaurant receives the recognition and praise of the hotel and superior leaders.
(3) focus on customers and do a good job in intellectual property
patient housing. As the rent 3322 housing property department, such owners are travel agencies, but only in the initial stage, they reduce capital investment, and want to rent a slightly smaller area, but the location is still good, so they hope to visit 3322 rooms, from the front area of the stage of nearly 1.8 million square meters? It is very suitable. However, this room has been reserved by other guests. They spent the whole day in the property department. Later, I took the trouble to introduce them to other rooms. Two days later, I continued to work. They rented 211,111 square meters, which was 3,346 rooms compared with 3,322 rooms. The occupancy rate in the office reached%, which is better than the hard work of all the staff in the property department at the same time last year.
2, after-sales service. In summer, complaints about air conditioning not cooling; Roof leakage, complaints; Found that someone spent the company's supplies without permission and complained; In winter, complaints that the heating is not hot, even the feces in the bathroom, should be complained. Never received a complaint about the division of property when calling, shirking responsibility, first apologizing to the guests, and then looking for relevant departments to help solve it. Even the customer pays a return visit until it is satisfactorily resolved.
3. Collect house prices. Collecting room rates is an arduous task. Some guests don't submit the fees in time for some reason, and the property actively reminds not only that each account should go to the room in person to collect the room fees.
(D) the guest room, with the quality as the prerequisite
the morning meeting of the team. In order to ensure the quality and stability of the basic hotel room "quality, room hotel requirements, long package and the establishment of the morning meeting system of individual teams, the date of arrangement is not in the appearance of the whole instrument, so that all employees are consistent in their minds and to ensure that the work can be put in place." Summarize last week's work, at the weekly meeting of the team, report the work scheduled for next week and form a text, while the hotel documents fully reflect the "strict and meticulous" work style.
2, safety inspection. Another department head is responsible for establishing a complete safety and safety training system, which is launched this year, reflecting different levels of content. The hotel's corresponding preventive measures and emergency methods start from scratch with various electrical inspection requirements. Clear people responsible for regional security, text formal wall, emphasizing the "who is in charge, who is in charge" work, working principle. Hotel guests, front desk staff, staff carefully observed the past, carefully checked, so there was no omission. Every year, the FIT area * * * finds out the guest room, which is inconsistent. The employee customer service department * * * finds it unsafe (the guest didn't close it because the window was closed, which didn't meet the requirements of the hotel equipment).
(5) "six defenses are good? Work safety.
1, make a plan. In the daily operation, every major festival and event, the Security Engineering Department is actively making safety plans and emergency plans.