How to write the hotel work plan (1)
1. Scientific decision-making, Qi Xin's cooperation, and the hotel's annual performance of four points
According to the requirements of the center, the hotel general manager team formulated the annual work plan at the beginning of the year and put forward the overall work ideas to guide the development of all work, one is to strive to achieve the "three innovation goals", and the other is to accumulate "three advantages" in Qi Xin. The overall thinking determines scientific decision-making and guides the development of all work throughout the year. Coupled with the promotion of "three standards in one" certification and evaluation, as well as the practice of various performance activities, especially the strong east wind of the xx plenary session in the second half of the year, the hotel general manager team led all department managers, supervisors and foremen to unite all employees, and Qi Xin made concerted efforts to make certain contributions in income generation, profit creation, excellence creation and stability, and achieved considerable achievements.
1. Income from operation. The hotel has increased its operating income by adjusting sales staff, broadening sales channels, introducing room-lifting incentives, and linking catering performance. The hotel's annual revenue was X million yuan, which was X million yuan more than last year, and the excess rate was x%. Among them, the room income is X million yuan, the office income is X million yuan, the restaurant income is X million yuan, and other income is X million yuan. The average occupancy rate of rooms in the whole year is x%, and the average annual house price is X yuan/room. The occupancy rate and average house price of hotel rooms are higher than the average of four hotels in the city.
2. Management creates profits. By paying close attention to management, tapping the potential, reducing expenditure and rationally employing workers, the hotel advocates economy and strict control in terms of labor cost, energy cost, material consumption and purchasing warehouse management. The annual operating profit of the hotel is X million yuan, and the operating profit rate is x%, which is X million yuan and x% higher than last year respectively. Among them, the labor cost is X million yuan, the energy cost is X million yuan, and the material consumption is X million yuan, accounting for x%, x% and x% of the hotel's total revenue respectively. X%, x% and x% lower than the target set at the beginning of the year respectively.
3. Excellent service. By introducing brand management, the hotel strengthens the training of "appearance, smile and greeting" in the Basic Code of Conduct for Employees, strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of the reception department and post, and continuously improves the quality service level of employees. Therefore, in May this year, the Municipal Tourism Bureau organized an annual evaluation of the hotel's unannounced visits. Our store only deducted 2 points and got a high score for excellent service, ranking among the best hotels in the region. In addition, in the reception service of large-scale events, our sales, front office, guest room, property, restaurant and other departments or posts received letters of commendation from the event organizing Committee, all of which praised: "The warm and thoughtful service of hotel staff provided us with necessary logistics support in our daily life, enabling us to successfully complete this event."
4. Safety creates stability. By making security plans for large-scale events, the hotel has achieved "six defenses" such as daily fire prevention and theft prevention, and almost no accident occurred throughout the year. Under the care and guidance of the general manager of the hotel, the store-level leaders hold a feedback meeting of department managers every day to inform the situation and put forward requirements. The security department arranges cadres and employees to work overtime, patrol diligently and strictly prevent and control. With the cooperation of relevant departments, group prevention and group control ensure that all activities are foolproof and the hotel is safe and stable. The security class of the hotel security department was also rated as an advanced class.
Second, keep pace with the times, promote development, and improve the hotel.
The general manager team of the hotel took the lead in setting an example, organizing and guiding party member cadres and all employees, and earnestly studying and understanding the spirit of the xx plenary session. According to the actual situation of hotel operation, management and service, keep pace with the times, improve the quality and change the concept. Survival in the wave of market competition has made the second half of the whole hotel area highlight a gratifying change. Mainly manifested in the positive mental state of cadres and employees. The general meeting and small meeting of hotel general manager repeatedly emphasized that cadres and employees should have a sense of urgency, be self-motivated and cultivate "spirit". Hotel management services are not high-tech and have no profound knowledge. The key is people's subjective initiative, people's mental state, loyalty and professionalism to hotels, and understanding and application of the true meaning of management and service. Store-level leaders also inspire and guide everyone to broaden their horizons, study hard, unite and cooperate by organizing various training exchanges for department managers, supervisors, foremen and employees. Realize your own value and feel the joy of life in the process of completing the hotel's business indicators, management objectives and reception tasks. Therefore, the phenomenon of mutual prevarication and scorn between department managers is less, and it is replaced by mutual information, mutual complement and mutual respect; If there are fewer people who ask for leave and are absent from the routine security check twice a month and the quality check once a week, they will take the initiative to attend and check carefully. In some large-scale activities, under the example of store-level leaders, department managers lead supervisors, foremen and their employees to work overtime and work hard. Although they are tired, they always keep their spirits up, which adds luster to the hotel's window image.
Third, brand management, the hotel focuses on eight major tasks
In this year's certification process of "three standards in one" 6S management, the hotel held several special meetings, arranged training courses with different contents, and organized some pre-inspection and inspection. These have greatly promoted and guided the hotel management to be carried out in a more standardized way. At the same time, the hotel introduced the successful experience of advanced hotels at home and abroad, and combined with the management objectives and work plans formulated at the beginning of the year, the hotel and various departments mainly grasped eight major tasks throughout the year.
Fourth, focus on efficiency and do a good job in sales
1. Personnel adjustment. The hotel sales department opened the front desk and other positions, and there were X salespeople in the first half of the year alone, more than twice as many as hotels of the same size. The team of hotel general manager analyzes the reasons, and the key is people, which is the responsibility of the main managers. Therefore, the hotel decisively adjusted the sales manager and reduced the number of staff to X, which enhanced the sense of competition for posts and the sense of responsibility for active promotion.
2. Broaden channels. The original decomposition index of the sales department depends on people and lacks scientific basis. The business indicators issued by the hotel are difficult to complete on schedule. In view of the lack of market research, reasonable positioning and channel division in the first half of the year, the general manager team studied and approved the "sales plan" for the second half of the year after adjusting the department managers. Among them, on the basis of the original three natural sales channels, namely agreement company, online booking and door-to-door individual, we have expanded and increased channels such as exhibitions, teams, peers and membership cards, and set up special personnel in charge of the channels, and broke down the indicators according to the proportion of each channel's tourists to the hotel's total tourists. In this way, first, the division of channels is scientific, second, the decomposition index is reasonable, third, it can inspire everyone's sense of responsibility and initiative in promotion, fourth, it can gradually reduce staff and increase efficiency again, and fifth, it can obviously promote the improvement of sales performance.
3. room offer reward. According to the hotel's marketing strategy of positioning itself as a business-oriented characteristic hotel, focusing on receiving business guests and individual guests from the agreement company, supplemented by online reservation and exhibition team, and referring to some successful experiences of peer hotels, the general manager team has formulated a certain percentage of commission reward for the front desk receptionist of the sales department after selling the house at a price higher than that of the agreement company. This room-lifting incentive policy greatly mobilized the receptionist's enthusiasm for promotion and service attitude, and made the hotel's door-to-door individual income rise from X million yuan in the first half of the year to X million yuan in the second half of the year, an increase of about x%.
4. Window image. The front office of the sales department not only makes full use of the room offer policy given by the hotel, but also pays special attention to shaping the window image of the hotel. First, reasonably control the room and ensure the hotel's interests. For example, during this year's auto show and housing exhibition, reasonable operation ensured the satisfaction of the guests and the interests of the hotel. The occupancy rate exceeded 111% for several consecutive days, and the average house price also improved significantly. Second, improve the workflow and establish various inspection systems. Strengthen the revision and improvement of the reception and checkout, handover and other work processes in the front office, 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 checkout. Strengthen the on-site supervision of the supervisor. By increasing the platform time for the supervisor to go to the front desk, all kinds of difficult problems of the guests were solved in time, and it played an inspection and supervision role in the service of employees' smiles. Strengthen the double inspection of supervisors and foremen. Ask the supervisor and foreman to check and sign the household registration of each shift every day, so as to enhance the sense of responsibility of the supervisor and foreman. This year, there was no mistake or omission in household registration, visitor registration and online sending. In a word, under the leadership of the general manager, the front office department has set one record after another for the hotel by checking at every level, paying close attention to implementation, grasping the opportunity, and promoting sales efficiently. The number of individual guests visiting the hotel has increased from x% of the total room income to x%, and the daily income is X yuan, and the average daily house price is X yuan; In the whole year, it received X million guests and X million foreign guests.
5. Complaint handling. The sales department, especially the front office post, is the facade post of the hotel, and it is also a relatively concentrated place for guests to ask questions, reflect the situation, make suggestions and complain. Based on the tenet of "guests first, service first" and "completely satisfying guests", from department managers to supervisors, foremen and even front desk receptionists, we can not only be polite and enthusiastic, but also resolve conflicts and properly handle complaints from large and small guests. Over the past year, the sales department * * * received and handled about X guest complaints, which reduced the economic loss of the hotel by about X yuan and won more repeat customers.
in addition, according to the requirements of the hotel general manager team, the sales department started from passive sales to active sales, from disorderly work to orderly work, from inefficient negotiation to efficient negotiation, from non-basic management such as no market research and analysis to monthly market research and analysis and customer room delivery ranking, etc., which directly won a significant rebound in sales performance. In the second half of the year, * * * earned X million yuan, an increase of X million yuan or about x% over the first half of the year.
How to write a hotel work plan (2)
I. Strengthening study and dedication
To do a good job, we must first have a good work attitude and establish a correct outlook on life and values. Therefore, this year, our department will carry out educational activities to maintain the advanced nature of employees with the help of the whole country. Carry out targeted learning and education activities to improve employees' professional ethics, help department employees cultivate their love for their jobs and dedication, and establish the concept of wholehearted service. At the same time, the department will also organize employees to take the initiative to participate in hotel training, and according to the annual theme training plan of the hotel, the department itself will regularly organize employees to carry out training on hotel regulations and business knowledge, so as to continuously improve the business skills and level of department employees and improve work efficiency through training and learning.
Second, Strict discipline tree image
Discipline The rules of conduct that a group must abide by in order to work and live normally, improve the fighting capacity of the department and effectively protect it. As the old saying goes, "Fiona Fang can't be achieved without rules", so the general office must do a good job in the overall work of 21xx with strict organizational discipline as the guarantee, and constantly pay attention to organizational discipline. Department heads should take the lead in completely eliminating the behaviors of department employees from their own management. Dress in a standard way and strive to make the general manager's office a civilized window of the hotel
Third, innovate management and seek practical results
1, Beautify the hotel environment and create a "warm home"
Strict hygiene management ensures that the hotel environment is clean and tidy, and effective measures are taken to provide comfortable environment for guests. This year, we will strengthen hygiene management, in addition to continuing to adhere to Thursday's hygiene inspection, we will also conduct irregular inspections, and strictly follow the standards and never go through the motions, inform the inspection results, formulate a reward and punishment system, and implement rewards and punishments to enhance the sense of responsibility of all departments, mobilize the initiative of employees, so as to make the hotel hygiene work leap forward. To a new level, we should thoroughly do a good job in preventing flies, rats and cockroaches. At present, it is the peak of rat and cockroach breeding. We should intensify our efforts to effectively eliminate pests such as flies, cockroaches and rats.
Flowers and plants are indispensable decorations to beautify hotels and create a "warm home". This year, we cooperated with the new flower company to strengthen the management of flowers and plants, and asked the flower company to come to the store regularly to trim and cultivate flowers and plants to keep them clean and beautiful, and immediately put flowers and plants in color according to the situation. Change the varieties, and strive to make the flowers and plants in the hotel evergreen, which will always give guests a warm and comfortable feeling.
2. Innovate dormitory management to create a "comfortable home" for employees. < P > First, dormitory management has always been a weak link. This year, we will strengthen management to create a real "comfortable home" for employees staying in the hotel. To this end, we must have a clean dormitory environment. We require dormitory administrators to do a good job in public health and set up a dormitory manager in each dormitory to be responsible for arranging and urging dormitory personnel to clean up.
Secondly, we should strengthen the dormitory safety management, always keep in mind fire prevention and theft prevention, prohibit foreigners from entering and leaving the dormitory at will, and implement the inquiry and registration system for foreigners to ensure the personal and property safety of the accommodation staff.
Third, we should change management into service-oriented administrators, and we should change into accommodation staff, waiters and waitresses. Most of the in-house employees come from all directions. Most of the young people are young and inexperienced, so they need our care in many aspects. Therefore, dormitory administrators should pay more attention to their ideological and emotional changes, care about their lives, and give them family-like care, especially for sick employees, so that they can feel as warm as family!
How to write the hotel work plan (3)
1. Work arrangement before hotel decoration
1. According to the inventory list issued by the warehouse, all departments and xx stores are required to purchase items, food and seasonings accordingly, deal with the backlog of inventory and strive to achieve zero inventory before decoration.
2. Make reasonable work arrangements during the renovation to ensure that even sexual goods are purchased in time and used with vehicles of various departments during the renovation.
Second, the procurement channels of goods
1. Designated suppliers
Strengthen the supervision of goods, prices and quality of designated suppliers, improve the quality of goods supplied by suppliers, and strengthen the inspection of food hygiene and shelf life to ensure food hygiene and safety.
2. Retail stores purchase
All zero-point purchased foods require merchants to issue quality quarantine certificates, and other purchased items require warranty cards and invoices. Actively cooperate with the finance department to improve the accounting and ensure that it can pass the inspection of industrial and commercial epidemic prevention and animal inspection departments at any time.
3. Focus on lamb products procurement
Do a good job of purchasing lamb in Inner Mongolia once a year and track the inventory. Feedback to general manager office in time, make a careful and detailed procurement plan, and keep in touch with Inner Mongolia lamb suppliers in time. Master the national lamb price situation. Ensure the quality and low price of lamb meat purchased, maintain the normal demand of the hotel, and maintain the leading position of lamb meat quality in xx catering industry.
III. Discovery of new products and purchasing plan
Mainly through the daily market survey, the chefs on the first and second floors are informed to develop new products, and two chefs go to the market every Monday to investigate, and through the investigation, they supervise the purchasing work and give more valuable suggestions.
IV. Management system for buyers
1. Strengthen the supervision and management of the quality and price of goods for buyers in xx; We should try our best to improve the survival rate of seafood goods sent in xx state, and improve the quality of seasonings and frozen products frequently sent in xx state to ensure no deterioration and expiration, and improve the quality of seafood goods sent in XX state.