how to write the summary and plan of hotel sales (Chapter 1)
The past 212_ years have been a year in which the annual revenue and profit targets of hotels have been less than satisfactory. It is necessary to review the work, achievements, experience and shortcomings of the past year, so as to foster strengths and avoid weaknesses, strive for progress, and strive to achieve better results in the new year.
1. Do a good job in sales with efficiency as the goal
1. Adjust personnel. The hotel has adjusted the sales staff, continuously expanded the sales team, and enhanced the on-the-job staff's awareness of competition for posts and their sense of responsibility for active sales. According to the analysis of the leading group of the sales department, improving the sales performance is mainly to manage the sales staff well, issue scientific and reasonable sales indicators, and inspire everyone's sense of responsibility and initiative.
2. expansion of customer structure. On the basis of the original natural sales channels, such as agreement units, on-site individual customers, international cards, etc., the hotel has expanded and increased channels such as group rooms and online reservations, and broken down the indicators according to the proportion of each channel's customers to the total hotel customers. In this way, the indicators issued to salespeople can be based on evidence, and the decomposition indicators are reasonable, which can promote the promotion of sales performance, and then enable the hotel to complete the business indicators issued on schedule.
3. commission reward for meals and rooms. According to the characteristics of the hotel's market positioning, the marketing strategy of receiving business guests, individual guests and international card guests from the agreement unit, supplemented by online reservation and team room, has been formulated to reward the sales staff with a certain percentage of commission after exceeding the monthly sales target. This incentive policy has greatly aroused the enthusiasm of sales staff and enhanced their sense of service.
4. Complaint handling. The sales department directly serves the guests, and it is also a relatively concentrated place for the guests to ask questions, reflect the situation, make suggestions and complain about their dissatisfaction. In line with the tenet of "guests first, service first", the sales department receives and properly handles complaints from guests, greatly reducing economic losses for the hotel and winning more repeat customers. In addition, according to the requirements of hotel leaders, the sales department started from passive sales to active sales, and from disorderly work to orderly work, which directly won a significant rebound in sales performance.
second, according to customer feedback, there are still three types of problems in the hotel.
After a year's work, with the concerted efforts of all the staff, the results are obvious. But we can't ignore the existing problems. Some of these problems come from guest complaints and other feedback, and some are found by hotel quality inspection or department self-inspection.
1. The facilities and equipment are not perfect. In particular, the tables and chairs in the guest room are damaged at edges and corners, the wallpaper is moldy, the shower curtain is moldy, the carpet is dirty, and the floor tiles are cracked.
2. Service skills need to be improved. First, the comprehensive qualities of service technicians, such as cultural accomplishment, professional knowledge, foreign language level and service ability, are different and uneven; Second, the hotel has not yet formulated a set of standardized and systematic feasible "incentive model"; Third, individual behaviors such as randomness of service skills are more serious.
3. The service quality needs to be optimized. From many inspections and guest complaints, it is found that the service quality of employees in various departments and positions in the hotel is high or low in horizontal comparison and good or bad in vertical comparison. The recurring problem is that some employees in some departments or positions are untidy in gfd, with no initiative in courtesy, poor reception service and inflexible handling. In addition, careless cleaning and sanitation and untimely equipment maintenance also affect the overall service quality of the hotel.
By reviewing the hotel's work throughout the year, it encourages and urges the whole store to enhance self-confidence, cheer up, carry forward achievements and rectify problems. And will formulate the governance objectives, business indicators and work plans for the new year to guide the comprehensive development and concrete implementation of all the work of hotels and departments in 21 years. According to the current hotel situation, first of all, establish the idea of "taking the market as the guide and sales as the leader"; In order to better carry out the sales work, our sales department has formulated a work plan for 21__ years, and gradually implemented it in the work.
the marketing department is the functional department responsible for dealing with public relations and sales business, and it is an important window for the hotel to enhance its reputation and establish a good public image. The formulation of marketing plans plays the role of staff and assistant, which plays an important role in promoting the hotel to clear marketing channels, open up markets and improve economic and social benefits. In the new year, I hope that all departments will cooperate happily in their work and work together to create good results for the hotel. How to write the summary and plan of hotel sales (Part 2)
There are new resorts and villas in _ _ area this year. This has strengthened the overall reception capacity of the whole region, and at the same time strengthened the competition between them. At the same time, pay attention to the disadvantages of noisy environment of roadside hotels in sales, and adjust sales strategies at any time.
It ranked fourth in the market competition share in 2118, and its overall popularity has also greatly increased compared with the previous year. At the same time, the number of fixed customers has increased to multiple; The sales in 212_ were dominated by a single subject, and the sales model was single. This year, we have established multiple sales models of business classification, overall direct sales, distribution by travel agencies and conference companies, and online unified sales.
we have separated the two tasks conceptually, and started to cultivate the market: this year, we set up effective customer files, including enterprises and institutions, special banquet customers and distribution units. This year's sales terminal forms a funnel shape (i.e., the market develops a wide range of customers and the sales service is centralized), and it is developing towards the dual-track sales system in the society.
just providing guests with housing services, catering services and entertainment services can no longer meet the needs of the conference market. This year, we began to demand changes in consumer demand. We divided team customers into general business teams and special tourism teams. Develop the surrounding tourist routes in a targeted way.
The phrase "Know your enemy and know yourself, and fight every battle" has taught us a lot. It is also our main work this year to find the excellent marketing model of benchmarking enterprises and tap the gap and deficiency between ourselves and benchmarking enterprises. In the whole year's sales work, the chain information management of Mengtianhu, the sales of social network with great affinity, the multiple sales of Tangsunhu Villa, and the in-depth customer management of Hetian are all worth learning and learning from.
in the first half of the year, the department was fully staffed and the market system was complete. In the second half of the year, there were insufficient personnel and the market system failed. Name of existing personnel in marketing department. After half a year's polishing, they have basically mastered the marketing operation. However, business skills and professionalism still need to be strengthened. Due to the lack of staff and heavy tasks, professional skills training is not enough. It is better to cooperate with other departments of the hotel, and it should be strengthened in terms of teamwork.
"Plan ahead, and win the battle thousands of miles away". I think it's necessary to emphasize seeking things first and make strategic planning and deployment for the overall marketing work of the hotel in the new year systematically and comprehensively. However, we also need to understand that the annual marketing plan is not a marketing plan, but a strategic thinking based on annual analysis and summary. The detailed marketing plan needs to be broken down into quarters or months, and only in this way can it have practical significance.
the formulation of marketing objectives is the key to marketing work in the coming year. In the marketing work plan for the new year, the first thing to do is to draw up the overall sales target, expense target, profit target, channel development target, terminal construction target and staffing target for the whole year, in which: the sales target is 11,111 years, the expense target is 11,111 years, the channel development target is 11 years, the terminal construction target is personal year and the staffing is human.
according to the analysis of consumer demand, the new product development plan and product improvement plan include: expanding the categories of hotel products, changing the main products that are not popular into subsidiary products (for example, changing the ambassador's set into four rooms, providing consumption for team meetings and strengthening daily sales), matching ethnic cultural villages with hotels, matching staff clubs with hotels, and matching tourist routes with hotels.
in order to ensure the smooth and efficient implementation of marketing work in the coming year, hotels need to strengthen key work processes and key systems through hard training, so as to better develop and retain customers! How to write the summary and plan of hotel sales (Part 3)
Foreign sales and reception First of all, after a year of running-in and development, the sales department has gradually matured its own sales work and expanded its own market. Pushing the commercial hotel into the tourism market comprehensively has improved the visibility of the hotel and strived to create economic benefits for the hotel to the limit.
According to the work plan at the beginning of the year, each item was carefully implemented. In 2118, the sales department focused on the sales of individual customers and conferences. Due to the geographical limitation of the hotel, the occupancy rate of individual customers was low. In the whole year, we increased the sales of individual customers, visited important companies to sign business agreements, and made different sales plans according to different seasons, and paid targeted visits to customers. For example, in the tourist season, we paid a serious return visit to the travel agencies with better ground teams.
from February to October, most motorcycle meetings were held, so we contacted the dealers in time. Pave the way for the overall sales of hotels in the peak season. At ordinary times, when sorting out customer files, we pay regular return visits by classification, and constantly develop new customers. By the end of the year, * * * signed 454 agreements.
in September xx, I worked as the sales manager of the hotel, and in September xx, 11 hotels were officially listed as Samsung, which provided the sales department with chips for external publicity, and at the same time improved the overall level of our hotel to a higher level, which was beneficial to the sales work of the hotel.
with the rapid development of the internet, the publicity of the internet not only improves the visibility of the hotel, but also improves the overall occupancy rate of the hotel through network companies. By the end of the year, * * * signed network cooperation agreements with 54 online booking companies. We increase the commission ratio for important network companies, and use their publicity to let guests know more about commercial hotels through the network, such as Ctrip, eLong, Hengzhong Weiye and other network companies;
At the same time, during this year, we received more than 31 large, medium and small meetings from many motorcycle companies in Zongshen, Yangtze River, Kelon Electric Appliances, Weijun Mengniu Dairy University of Traditional Chinese Medicine, Railway and Global Travel Service, etc. For the reception of each meeting, all departments were able to seriously cooperate with the sales department to successfully complete the reception work of the meeting, and the guests affirmed our work. I sincerely thank the leaders and employees of various departments for their support to our sales department.