work summary

the past year has been an extraordinary year. From last year's preparations to the trial operation on August 5th this year, under the care and correct leadership of the group leaders, the hotel has closely focused on the working ideas and objectives put forward by the group, adhered to the focus of developing operations and improving the service quality of enterprises, and paid close attention to management. The leadership team of the chairman and general manager of the hotel has defined the development vision, development goals, business philosophy and corporate culture of our hotel, taking this as the driving force and our goal, leading the managers and supervisors of all departments and the foreman to unite all the staff of the hotel, and working together with Qi Xin, they have made certain contributions in income generation, profit creation, excellence creation and stability, and achieved considerable achievements. On this occasion, it is necessary to review and summarize 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.

the first scientific decision, with the concerted efforts of Qi Xin, the hotel achieved three achievements every year

(1) operating income

In 2111 (February-February), the operating income was RMB 11,111, the income from other businesses was RMB 11,111, and the total income reached RMB 11,111 (including RMB 11,111 for the catering department and RMB 11,111 for the housekeeping department). The average occupancy rate of rooms in the whole year was%, and the average annual house price was RMB 11,111. The operating cost is RMB million, the gross profit is RMB million, the comprehensive gross profit rate is RMB million, the operating expenses are RMB million, the business tax is RMB million, the management expenses are RMB million, the financial expenses are RMB million, the non-operating expenses are RMB million, and the total profit is RMB million.

(II) Management system creates profits

As the saying goes, "People manage popularity to death, while systems manage everyone to serve others", and rules and regulations are the cornerstone of all work. Since the trial operation of the hotel, with the deepening of various work and the characteristics of the local hotel industry, the irrationality and inappropriateness of some systems formulated by the management company during the trial operation have emerged, which has restricted the smooth development of some work.

according to the problems encountered in actual work, each department has gradually established rules and regulations suitable for its own work, and implemented them in every post, with monthly performance appraisal as the inspection standard, which is linked to personal salary.

At present, the hotel's various systems are standardized, government decrees are smooth, there are rules to follow, and there is evidence to follow, so "managing people by system" has really been implemented.

(III) Safety and Stability

The hotel has achieved "six precautions" such as daily fire prevention and theft prevention by formulating "emergency plan for large-scale activities", and almost no accident occurred throughout the year. Under the care and guidance of the general manager of the hotel, the manager-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.

second brand management, the hotel focuses on eight major tasks

(1) focusing on external coordination and establishing good social relations

Since the trial operation of the hotel on August 5, 2116, the hotel has been in the trial operation period of semi-construction and semi-operation, and the fire protection of the hotel has not been accepted, resulting in the failure to handle the business license and related procedures, which also led to the relevant functional departments to inspect our hotel many times and issue a penalty sheet. Through the external coordination and communication of the general manager's office, we applied for exemption from the fine of nearly RMB 1 million from the municipal cultural inspection brigade, the municipal health and epidemic prevention station, the municipal health bureau, the police station and other departments, thus avoiding the economic losses of the hotel and establishing good social relations with these functional departments.

(II) Taking financial management as the goal, do a good job in every work

1. Basic accounting work

In order to ensure that financial accounting plays an accurate guiding role in all the work of the unit, under the premise of abiding by the financial system, we earnestly fulfill the requirements of financial work and correctly play the importance of accounting work.

2. Accounting management

The hotel's asset management, creditor's rights and debts management have been strengthened, and the supervision function and monetary fund management of hotel departments have been increased. Strictly implement the asset management measures and internal asset allocation procedures issued by the Group Finance Department. Carefully set up the overall asset account book and set up the off-balance-sheet assets for future reference registration; Carefully clean up the hotel's creditor's rights and debts, and recover all receivables in time every month; Supervise and strictly control the cashier at the front desk of the hotel from day and night audit, cashier, daily purchase price and room cost control; Under the supervision of accounting personnel, the cashier's cash in stock will be drawn regularly, and the cashier's cash in stock at the front desk will be drawn during the daily approval period, so as to be foolproof.

3. In terms of internal and external coordination,

Assist the leading group to control the cost and expenses, prepare the expense budget, reasonably formulate the operating indicators of the operating department's income, cost and gross profit margin, and provide the leaders at all levels with the required operating data in a timely and accurate manner, which provides a basis for the leaders' decision-making. Keep abreast of the new trends of taxation and various laws and regulations, actively consult difficult tax issues, and provide reasonable tax avoidance basis for hotels and individuals.

(3) Take efficiency as the goal, and do a good job in sales

The marketing department is the functional department responsible for dealing with public relations and sales business, and it is an important window for hotels to enhance their reputation and establish a good public image. It plays the role of staff and assistant in making business decisions and formulating marketing plans for the general manager's office, and it plays an important role in promoting the hotel to clear marketing channels, open up markets and improve economic and social benefits.

1. Some fixed consumption customers have established good relations with several surrounding halls and bureaus. In order to consolidate old customers and develop new customers, 1 large-scale customer appreciation liaison meetings were held in October 2116 to strengthen emotional exchanges with customers and listen to their opinions.

2. blaze new trails and establish a flexible incentive marketing mechanism. Open up the market and strive for customers. This year, the marketing department will cooperate with the new marketing system of the hotel as a whole, and the marketing representative will implement a work diary. Every working day, he must complete the second, third and fourth steps of visiting two new customers, three old customers and four contact numbers, and comprehensively evaluate the marketing representative with the monthly marketing task completion and work diary.

3. Since its opening on August 5th, the total sales volume has reached 25,837,824,111 yuan, with a completion rate of 111.7%. 331 sets of room coupons and 18 membership cards were sold.

4. Complaint handling. Based on the tenet of "guests first, service first" and "completely satisfying guests", the sales department has received and handled about 65 complaints from guests since the trial operation for five months, which has reduced the economic loss of the hotel by nearly 11,111 yuan and won more repeat customers. (4) Taking the reform as the driving force, we have done a good job in catering work

1 and linked the performance. Although the restaurant is a department post of the hotel, it is the first to enter the market track in the management system, and the reform measures of performance linkage have been formally implemented. Under certain cost and gross profit margin standards, on the one hand, it gives invisible pressure to the managers, waiters, chefs and other personnel in the restaurant kitchen, on the other hand, it makes everyone turn pressure into motivation, and promotes the restaurant and kitchen to do business promotion work consciously and actively for creating more benefits.

2. Competing for posts. In addition to the reform of the distribution policy, the mechanism of employing people and workers is also more flexible. Managers can go up and down, employees can go in and out, and they compete for posts according to their work performance, etc. These are all conducive to the smooth implementation of government decrees in hotels and departments, which are forbidden. However, on the whole, the restaurant arranges the supervisors with excellent performance and ability to the responsible positions, promotes the hard-working employees to the foreman, and discourages the incompetent supervisors, foremen and employees, which more or less promotes the development of the restaurant's work and provides the guarantee of management mechanism for striving to achieve the revenue targets.

3. From (month) to (month), the catering department * * * completed 86.35% of the planned tasks, with an average gross profit margin of 44.24%.

(5) Taking quality as the premise, do a good job in guest room work

1. Since the opening of the hotel on, the staff has been short of staff, and the room service personnel are working on land reclamation, which is heavy and stressful. However, with the concerted efforts of everyone, Qi Xin has completed all the tasks assigned by the hotel without reducing the quality of room cleaning.

2. Morning meeting of the team. In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department has set up a morning meeting system for long-term package and individual teams according to the requirements of the hotel, arranged the work of the day, and standardized the gfd irregularity of each employee, so that all employees can keep consistent in their thoughts and ensure that all work can be put in place. Summarize last week's work in the weekly meeting of the team, arrange and form words for next week's work, and include the contents of hotel-related documents, which fully embodies the work style of "strict, detailed and practical".

3. Safety inspection. In addition to setting up a full-time person in charge of safety and security in the department, safety knowledge training will be turned into a system to be carried out throughout the year, reflecting different levels and contents. From the hotel's corresponding preventive measures, emergency handling methods to the inspection requirements of various electrical appliances, etc., start from scratch. Clear the person in charge of safety in each area, put it on the wall in the form of words, and emphasize the working principle of "who is in charge and who is responsible" and "working together". Carefully observe and check the hotel guests, visitors and passers-by to ensure that there are no omissions.

4, production and operation and the completion of various task indicators. The hotel has just opened, and its popularity is low. In order to expand the popularity of the hotel, the housekeeping department has reduced the room rate and used preferential policies such as room coupons to attract guests, so that the peak season is more prosperous and the off-season is not weak, exceeding all the task indicators set by the hotel. In order to control the cost and reduce the gross profit margin, we recycle some supplies, making our gross profit margin reach over 96%.

(6) Take "four precautions" as the content, do a good job in security work

1. Establish and improve various rules and regulations:

During the trial operation of the hotel, according to the requirements of the hotel, the operation manual of the department was formulated in October, and the fire safety responsibility letter was signed with all departments at the end of the month, resulting in no safety accidents during the operation of the hotel. Make a duty watch and an emergency plan every holiday so that the security work will not be relaxed.

2. Management

Start with me and take responsibility for yourself in daily work. Especially during the construction of the hotel, the security department actively cooperated with various ministries to ensure the safety of the hotel, which laid a good foundation for ensuring the smooth opening of the hotel.

In daily work, we should teach students according to their aptitude, analyze the psychological status of personnel, and adopt different ways and means to eliminate the psychological anxiety of department employees and cultivate the ability of coordinated operations. Whether in emergency or assisting the work of various ministries, we have achieved the goal of unified action and coordinated operations where we need to go.

3, fire control work

In order to further conscientiously implement the provisions of the Fire Control Law, nip in the bud, improve the awareness of all staff, educate all hotel staff from top to bottom, attach importance to fire prevention work ideologically, and pay close attention to it. During the construction period, 3 thefts were arrested with a fine of 1611 yuan, 31 fights were handled, and 6 illegal operations were arrested, with a fine of 611 yuan. 151 times of fire safety training, 12 copies of rectification notice issued, all of which have been rectified. Purchase 128 fire extinguishers and 51 fire extinguisher boxes. It was inspected by the functional departments for three times, which basically ensured that the fire-fighting facilities of the hotel were in place, laying a good foundation for the acceptance and operation of the hotel by the Municipal Fire Bureau in February.

(7) Focus on reducing consumption and losses, and do a good job in maintenance

Since the preparation of the hotel, the engineering department has been cooperating with the construction unit to carry out a complete demolition of the original decoration of the building, which is recorded one by one and transported to the warehouse to ensure that the demolition losses are minimized. In order to save money, the hotel management network was comprehensively wired and constructed by itself, which alone saved the hotel nearly 11 thousand yuan. Moreover, during the trial operation, the staff of the engineering department sometimes work until six or seven o'clock in the morning and go to work as usual in the morning. The employees have made important contributions to the normal operation of the hotel without any regrets.

after the opening of the hotel, the engineering department designed and manufactured two Brazilian barbecue grills, the second-class warehouse shelves of the hotel, the renovation and dismantling of the heating on the negative floor, and so on, including the installation and debugging of a series of facilities and equipment in the hotel, all of which were completed by the engineering department, saving a lot of money for the hotel.

after the opening of business on,, due to the good operation, all kinds of energy consumption are relatively high. In this case, through the unremitting efforts of all employees in the project, the total * * * saved 1,212 cubic meters of water and 1,1525 degrees of electricity for the hotel, which made an important contribution to the hotel's economy with practical actions.

(8) Do a good job in personnel and training based on the principle of being capable

Since the trial operation, the human resources department has successfully completed the annual personnel work under the guidance of the important idea of "people-oriented" and the goal of "managing the store with talents and striving for survival with talents" in the competition of resource development and survival.

after months of operation, the hotel's employment mechanism has been gradually established, which helps employees, improves employees and retains employees, provides employees with opportunities to create talents and give full play to their talents, and strengthens the training and promotion of hotel personnel.

since the establishment of the hotel quality inspection department, as the functional department of hotel discipline inspection, the hotel rules and regulations and the staff code have basically been strictly implemented. Over the past few months, five employees have been removed according to regulations, 16 employees have been dismissed, 3 employees have been detained for inspection, and 73 people have been given other warnings and series of punishments, which further creates a good atmosphere of honoring the hotel system and not tolerating violations of the hotel system.

The training of employees has been strengthened. In addition to the induction training for new employees, one-on-one training is also provided for new employees. Old employees take responsibility by example and drive new employees through example.

Third, enhance corporate culture and enhance the cohesion of employees

Corporate culture construction has always been an important work of the hotel, and employees' birthdays, monthly evaluation, monthly board games and interesting competitions are all lively and colorful. This year, the corporate culture of the hotel can be said to be a year of continuous innovation and progress. Taking the creation of a learning enterprise as a new focus, the party branch and the league branch of the hotel have been organized and established. In order to learn the advanced management concept of the hotel, the general manager of the hotel also organizes employees at all levels to learn advanced management experiences such as Improving and Cultivating the Quality of Middle-level Cadres and Service Quality Control Procedures during lunch break every day, and connects them with their work, and organizes department leaders to compile Hotel Employees' Knowing and Meeting, Operation Manual of each department and Quality Manual being compiled by each department.

Four-four-star standard, customer feedback, there are still three kinds of problems in the hotel

(1) The facilities and equipment are not perfect

Next year, the hotel will apply for a four-star business hotel, and neither the hardware equipment in the guest room nor the software facilities in the hotel can meet the requirements, so we should strive to meet all the standards of the four-star hotel.