Investigation report on hotels 1 Corporate culture is the spiritual culture of an enterprise, and it is the corporate ideal, belief, values and hotel ethics that a hotel or hotel organization has formed in the long-term business activities. The corporate culture of the hotel is the soul of the hotel. Tongcheng International Hotel officially opened on1May 29, 1998, and has occupied a place in the fierce market competition in Changsha hotel industry. Besides the good hardware facilities of the hotel itself, on the one hand, the cognition and cultivation of the corporate culture of hotel employees have created a batch of outstanding high-end talents in the service industry, which has enabled the hotel to truly reach the standard of a five-star hotel in both hardware and software and won a good reputation in Changsha and even the national market. The importance of corporate culture can be seen from this, but to what extent is our current corporate culture, and in which direction should we improve, develop and cultivate it next? In order to clarify and solve these problems, a corporate culture survey was carried out in order to be realistic and targeted.
This corporate culture survey is aimed at all hotel employees, and the results are as follows:
1, interpersonal relationship-oriented survey: there is a certain team and cooperation spirit among employees at work, but personal communication is average. The overall performance is moderate and strong.
2. The goal of the hotel is clear: to create a model of the same industry and strive for international first-class. The hotel has a certain ability of teamwork, but also has a general understanding of competitors. The overall performance is moderate and strong.
The corporate culture of the hotel is: the corporate culture of the hotel is people-oriented, and a professional, international and standardized team is built.
At present, the corporate culture of the hotel should be at such a stage: it is basically available, basically good, and has basically taken shape, but it must continue to persist in deepening and persisting in struggle; If you don't pay attention, [find an article or arrive, more original! ] may deteriorate immediately. This is also suitable for the current development stage of the hotel, which is developing rapidly, but it faces bottlenecks. If you don't advance, you will fall back. Therefore, we must continue to build and adhere to a corporate culture of hard work, innovation and hard work.
The characteristics of team-based corporate culture are: (relatively) high interpersonal communication and (relatively) high goal orientation. No matter at what stage of development, there are some common features:
1, hotel members have a certain sense of team and membership;
2. Hotel life is strengthened by certain social activities from time to time;
3. Pay attention to justice and fairness to a certain extent;
4. Consistency of goals is often reflected by hotel members sharing risks and rewards equally. When consistency is manifested in corporate goals and corporate values, it also has obvious external performance. The hotel staff cultural wall always displays statements about the mission, arousing members' enthusiasm rather than ridicule;
5. Hotel members have a certain understanding of competition.
It should be noted that there is a fixed tension between paying attention to interpersonal communication and goal orientation, which makes team-based enterprises have a natural instability, especially for low-level team-based enterprises. [If you need articles, please go to the station message board, 12 hours to solve your problem! ] It is very easy to slide into or transform into a profit-oriented, network-oriented or even split corporate culture. The success of team culture mainly depends on the efforts and persistence of senior managers. This culture applies to the following situations:
1, innovation activities need fine and extensive cross-functional and even cross-regional collaborative efforts, and there is real synergy and real learning opportunities within the hotel;
2. The hotel pays attention to long-term strategy rather than short-term strategy;
3. In a dynamic and complex enterprise environment.
Network culture is more suitable for long-term, local-oriented, less collaborative environment, which is different from the industry and market situation of the group; Interest-oriented corporate culture is more suitable for the social environment with rapid change, fierce competition and indifferent interpersonal relationship, which is inconsistent with our concept of pursuing the establishment of a century-old enterprise; As for the split corporate culture, it is completely contrary to us. Therefore, the corporate culture of the hotel must further adhere to the team-oriented development, and continue to strengthen the goal-oriented and interpersonal relationship-oriented at the same time.
Specific measures to strengthen goal orientation:
1, actively implement performance management, further strengthen the hotel's unified understanding of strategic objectives, and ensure that every member and activity of the hotel does not deviate from the correct objectives.
2. Create a sense of urgency.
3. Enlighten all members to recognize the concept of Guangtian through internal publications, briefings, communications, training, internal networks, etc.
4. Inspire employees to win. Hire and promote people with strong internal drive or ambition, establish high performance standards, and stimulate this fighting spirit by highlighting personal image;
How to further enhance the orientation of interpersonal relationship;
1, establish a learning organization with a platform for * * * to enjoy knowledge;
2. Improve the degree of sharing thoughts, interests and feelings by recruiting people who are good at teamwork; Care for employees as much as friends, and set an amiable example.
3. Promote social communication among employees through casual gathering activities inside and outside the hotel;
4. Narrow the grade difference and seek the flattening of the company; Reduce the red tape among hotel members, so that employees can combine at will and get along equally in the workplace.
Pay attention to hotel corporate culture, and make a mature enterprise transition from strict standardized management to people-centered cultural management. The most important condition for an organization to survive for a long time is not the structural form or management skills, but the spiritual strength that we call belief and the appeal of this belief to all the staff in the organization.
In a word, corporate culture is a very important concept in the process of hotel management, which, like core values, determines the development direction and competitive advantage of the hotel. If we can clearly identify our corporate culture and promote its development in the right direction, it will play an inestimable role in enhancing the competitiveness of hotels.
Research Report on Hotels 2 Hotel financial analysis is an important method of hotel financial management. At the end of each operation period, the financial status and operating results of the current period are analyzed by compiling a series of financial statements, and the related problems of the results are summarized.
In addition to regularly preparing the balance sheet, profit and profit distribution statement and cash flow statement (annual report), the hotel should also prepare a series of internal index analysis tables. Due to the submission of state organs' statements, both state-owned and other forms of enterprises do technical treatment. Therefore, several reports have been re-compiled. Now the financial statements compiled by the hotel are analyzed one by one. Report analysis methods generally include the following:
First, comparative analysis: it is to compare the implementation results of the same financial indicator in different periods, so as to analyze the differences and compare them. There are generally two methods: absolute number comparison and relative number comparison.
Second, factor analysis: a financial indicator is often influenced by many factors, which can be broken down into various purchasing factors, and then the influence degree of each factor is analyzed quantitatively to point out the direction for the next work.
Balance sheet is a static state that reflects the financial situation of enterprises in a certain period. According to the items on the statement, the following ratios can be analyzed to reflect the financial situation of the enterprise:
1, current ratio = current assets? Current liabilities? 100% This indicator measures the ability of an enterprise to repay its current liabilities, and generally 2:1is appropriate.
2. Quick ratio = quick assets? Current liabilities? 100% This indicator measures the ability of an enterprise to repay short-term liabilities with assets that can be realized at any time. Generally,1:1is appropriate.
The above financial analysis report on the hotel is here for you, and I hope it will be helpful to you. If you like this article, please share it with your friends.
Investigation report on hotels 3 1, analysis of hotel revenue;
The operating indicators of all departments in the hotel are: total turnover of 6.5 million, including catering department/kloc-0.95 million, profit and loss index-250,000, housekeeping department 3.4 million, profit index of 2.2 million, recreation department 670,000, profit index/kloc-0.70 million, other income of 500,000, and logistics management expenses of/kloc-0.62 million. The overall profit and loss goal is to break even. By the 30th of 1 1 month, under the correct guidance of the leaders and the concerted efforts of all the staff, we achieved the annual business target of 6.5 million yuan issued by the company one month ahead of schedule, and achieved the goal of breakeven, with a profit of about 400,000 yuan. However, according to the hotel revenue table, the housekeeping department and the recreation department exceeded the established turnover targets of 3.4 million yuan and 670 thousand yuan, but failed to meet the targets due to some reasons such as the restaurant's transformation from western food to Chinese food in February of the beginning of the year.
2. Internal and external sales of the hotel
2. 1 foreign sales
The task of external sales is mainly completed by the hotel marketing department. Our customers are mainly divided into seven categories: business customers, government customers, intermediary customers, tourism groups, company meeting groups, coastal owners and individual customers. The marketing department expands and maintains according to the differences of each customer source. It's the second year of the hotel's official opening, and it's called a sub-new store in the hotel industry. The accumulation of tourists began to slowly precipitate, and a number of relatively stable business tourists, corporate meeting groups and tourism groups appeared. From the trial operation of 1 month to the end of this year, there were about 160 business companies that signed contracts with our hotel. Units and departments at all levels of the district government have signed housing agreements with our hotel; The five major domestic agencies (Ctrip, eLong, Tongcheng, best tone, 12580) have all opened their hotel reservation services, and tried to cooperate with foreign agencies (Accordance) to expand customers in Hong Kong, Macao, Japan, Southeast Asia and other places; Group tourists such as Debon Logistics, uc, China Life Insurance, Yangcheng Tour, China Travel Service, China Youth Travel Service, Professional Travel Service, Zen Travel Service and Vientiane International Travel Service have all taken the hotel as a long-term fixed-point cooperation unit. In addition, relying on the influence of Yuexiu Group and Nansha Company, the branches of the Group, the sister units and cooperation units of Nansha Company have also become an indispensable part of the hotel tourists.
2.2 Internal sales
The task of internal sales is mainly completed by the front desk of the hotel, the front desk of recreation and the floor of the restaurant. Internal sales refers to a sales method of the front-line department of the hotel for individual customers, that is, how the front desk recommends our hotel rooms with sincere service and high price for individual customers, and how the floor waiter of the restaurant recommends the appropriate dishes to the guests according to their preferences and hotel characteristics when ordering. After more than one year's training, the front desk staff have mastered the skills of selling rooms, from high price to low price, from luxury rooms to ordinary bidding documents, and strive to retain every guest who comes to the door without reservation or by telephone; In February, the restaurant began to transform from western food to Chinese food. Under the training of the manager of the catering department and the chef, the restaurant waiter has mastered the basic workflow of Chinese food, and every employee has gradually entered the working environment of Chinese food.
3. Internal management
3. 1 The conference system and training system have been gradually improved.
The meeting system of the hotel is to ensure the normal development of hotel management, make the administrative instructions, management concepts and work arrangements of the hotel timely and accurately conveyed, and all departments do a good job of coordination, so the implementation of the meeting directly affects the normal operation of the hotel. Training is the best welfare for hotel employees, which can not only improve the work efficiency of hotel employees, but also better reflect the comprehensive management ability of the hotel. Therefore, the hotel has established a regular meeting system for staff at or above the department head level every Wednesday to ensure that the problems and issues that need coordination in each department can be communicated and solved in a short time, and the management ideas and instructions issued by the leaders can be conveyed to the heads of various departments in time. Each department arranges weekly training meetings for its employees according to the characteristics of its own working hours. Besides training employees, the training meeting also has an important function of conveying the contents of the hotel regular meeting every Wednesday to employees, so that employees can know their own work deficiencies and hotel operation information in time.
3.2 Hotel staff's courtesy and gfd
Etiquette, courtesy and gfd of hotel employees are an important part of the company's image and one of the standards of service level. They not only reflect employees' attitude towards work, but also show employees' courtesy and respect for guests, which can better reflect whether employees are positive or not. Therefore, courtesy and gfd are the most emphasized points in all internal management. If an employee doesn't know or can't do the courtesy and gfd stipulated by the hotel, no matter how highly educated and hardworking he is, he can't become a. In school, according to the characteristics of each department, I worked out the ppt of politeness and etiquette and gfd's training, and conducted targeted etiquette training for the staff of each department, especially the management and front-line staff, according to the monthly training plan. Now, the overall quality of hotel staff has been significantly improved, and they can arrange their clothes according to the company's requirements during work and take the initiative to greet colleagues and guests.
3.3 Document Management and Hotel Material Management
In the middle of this year, after the document management training organized by Yuexiu Group, we deeply realized the importance of document management to the internal management of a hotel. After the training, we reformed according to the requirements of the group company for document management and the actual situation of our hotel. Each department made corresponding folders according to its own work content and process, and numbered the folders. The basic folders of each department must be made, such as monthly shift schedule, monthly attendance, meeting records, training records, hotel notice, monthly hotel profit and loss statement, fixed assets inventory table, consumable inventory table, etc. The fixed assets inventory table and consumable inventory table about hotel material management are particularly important. This year is the second year since it was opened, and the number of hotel items added, lost, reported and allocated is very large, which is easy to cause the loss of hotel assets. Therefore, the monthly inventory is carried out for material management, and the responsibility goes to everyone. This measure has played an important role in maintaining hotel assets.
3.4 staffing and salary system gradually improved.
Personnel are the basis of hotel business, and reasonable staffing and mobilizing employees' greatest initiative are the guarantee of maximizing hotel operating efficiency. After more than 1 year of exploration and reform, the administrative department has formulated a relatively perfect personnel system according to the scale and characteristics of our hotel. The existing staff of our hotel is ***7 1 person, which is an increase from the maximum of 63 last year. The increase is mainly due to the following reasons. At the same time, the turnover of the hotel has increased significantly, but the number of people has increased less, which is due to the leadership thinking of General Zhong and the implementation of the staffing of the administrative department. When trying out the personnel system, the heads of various departments can also actively cooperate. For example, the manager of the food and beverage department arranges staff in a unified way according to the actual situation of the hotel, and combines the aunt who washes dishes with the jelly; Housekeeping department flexibly deploys pa personnel to clean the floor when there are a large number of rooms; There are only six receptionists at the front desk. According to the daily work experience, people are arranged to work on two shifts and work in busy time periods? These measures have greatly saved labor costs and made important contributions to the hotel's profitability. While the hotel is making profits, the administration department rewards the employees and management of all departments according to the assessment plan and commission plan made at the beginning of the year, which is reflected in the form of bonuses, which greatly stimulates the work enthusiasm of the hotel employees and management, so that the employees and management have a sense of ownership, always feel at home and strive to make achievements for the hotel.
3.5 Cost control
Hotel cost is mainly composed of three parts? Labor cost, energy consumption cost and material cost. What is the control of labor cost? 3.4 The staffing and salary system are gradually improved? Already mentioned; Energy consumption cost is mainly based on water, electricity and gas in hotel operation. Guest room is the main pillar of hotel operation, and the consumption of water and electricity is also the largest. Controlling the consumption of water and electricity in guest room is the key to energy consumption cost control. Therefore, in guest room management, it is stipulated in the form of system that employees are not allowed to turn on air conditioning to make rooms. Check whether the air conditioning is turned off at the first time when making rounds, and air conditioning is not allowed in public areas and staff toilets. If there are guests. In terms of cost control of consumables, the main force housekeeping department has also set an example, replacing paper cups with plastic coasters, changing disposable slippers into foot slippers, and changing bottled shower gel and shampoo into canned products. This series of reforms has helped the hotel save more than 50,000 yuan in cost control of consumables within half a year, which are just the tip of the iceberg in cost control.
3.6 Internal communication and unity
Internal communication and unity are mainly the expression of corporate culture formed by people above the director level in the working environment of the hotel, and the cohesion within the hotel directly affects the work efficiency and cooperation ability of all departments of the hotel. Since the second quarter, staff meetings have been held on a quarterly basis. In each staff meeting, the heads of various departments have reported on the work content of the last quarter, the staff birthday party, the selection of outstanding staff, hotel safety training, etc. After internal discussion and summary, the hotel has summarized our unique service concept and core values. Our service concept is: all-round service; Proactive service; Let everyone (guests, colleagues, etc.) feel concerned and caring. Our core values are: the interests of guests will always come first; Deal with things fairly, reasonably and transparently, respect, care and train employees, and force you to become a talent; The process is as important as the result. Simplify the process, reduce costs, be brave in innovation, pursue efficiency and create profits. We will always follow this service concept and core values, and build our employees into a team with strong cohesion and combat effectiveness.
4. Guest satisfaction
The satisfaction of guests is the degree of evaluation and recognition of the hotel by guests, and it also shows the management level and service quality of the hotel on the other hand. At the request of guests, the hotel has increased the high-power wireless network to enhance the network signal. Since August, it has equipped 25 refrigerators, and the restaurant provides western-style breakfast, etc. These are the services that the hotel constantly improves and improves its own software and hardware according to the needs of customers. The score of guest satisfaction in the intermediary reservation center is also the most credible and influential. Among the five major domestic intermediaries, the online satisfaction of the hotel is 98%, that of eLong is 95%, and that of Ctrip is 4 (out of 5). Because the customers booked by 1 14 in best tone and 12580 are mainly booked by telephone, there is no customer satisfaction on their websites. To sum up, it can be seen that in less than two years after the hotel opened, our management and service have been satisfied and recognized by the vast majority of customers through reform and innovation, which is also the reason and motivation for us to carry out our work in accordance with this year's work ideas and management model.
5. Shortcomings of hotel work this year.
5. 1 Marketing Department
5. 1. 1 sales
This year's business indicators from the beginning of the year to July's business performance, it is quite arduous to complete the annual task, because the marketing model of our hotel has always been based on relationship marketing, which is mainly based on customers introduced by company leaders, colleagues, nearby owners and company customers with friends or friendly units, and the situation is quite obvious in the off-peak season, mainly based on travel agency customers, but a turning point began to appear in August. Due to the closure of Qifu Hotel, most business customers moved to our hotel, resulting in a blowout in the hotel's business performance. This phenomenon also reflects that our marketing department has not done enough sales work, and its marketing ability is weak. Before the closure of Qifu Hotel, it is impossible to tap these important business customers by personal ability.
5. 1.2 shopping mall
Because the employees in the shopping mall are in the same office as the colleagues in the sales department, they often contact with the guests. However, the lack of communication and expression skills of the employees in the shopping mall will directly cause the guests a bad impression on the hotel and affect the image of the hotel.
5. 1.3 lobby
After downsizing, the front office department includes 6 managers and foreman * * *, but many reception processes and document processing in the front office have not been reasonably simplified, and many document processing can only be completed after employees work overtime. The location of the front desk is too crowded, and the document placement ratio is messy. Although great progress has been made in customer complaints, there are still many skills to be strengthened in communication. In terms of customer service and internal sales, there is a lack of systematic standardized management, and the manners and etiquette of new employees and gfd training need to be strengthened.
5.2 Administration Department
5.2. 1 Administration and personnel
Xie Zhaohui and Wang Bin, deputy managers of the Administration Department, are in charge of the administration and personnel work. Since their opening, although they have made great efforts to reform the administration and personnel, the internal rules and regulations, training system, emergency plan implementation assessment and responsibility division system of the hotel are still not perfect, and personnel policies, employee benefits, salary system and commission plan need to be further improved and improved according to the hotel's business conditions.
5.2.2 Engineering
There are 3 engineers in the hotel, and at least one electrician is on duty in the hotel 24 hours a day. In case of emergency, engineers are guaranteed to solve and deal with it as soon as possible. Hotel engineers can basically solve small-scale maintenance, but the maintenance and repair of large machines need the assistance of property engineering. The engineering department is still short of a qualified equipment manager. I hope that the engineers can get familiar with the hotel facilities and equipment as soon as possible, and someone can take the examination and become a qualified equipment manager next year. Secondly, engineers often have to repair the rooms of the guests, and the courtesy and gfd of customer service need to be further strengthened.
5.2.3 Security
There are two security guards in the hotel, all of whom are on duty at night. Because the security guards are older, their ability to deal with emergencies in person is weak, which requires security guards to improve their ability to find and report problems. In this regard, the manager of the administrative department will strengthen training in this area in the new year. Secondly, the problem of security guards sleeping at night was found many times during the spot check this year, and warnings and punishments were given. I hope the administrative department will strengthen training to prevent this kind of phenomenon from happening again. This year's safety production work has also been praised by the company and leaders, and no serious safety production accidents have occurred. I hope that all hotel employees can always maintain such vigilance in safety production in the future.
5.2.4 Staff canteen
After the reform at the beginning of the year, the staff dining room was separated from the hotel's guest dining room, mainly based on Cantonese cuisine, which not only ensured the service quality of the restaurant, but also better controlled the cost of employees' food. Compared with last year, employees' food was obviously improved, and their satisfaction with working meals was also greatly improved.
5.3 Housekeeping Department (Guest Room, pa)
5.3. 1 guest room
The quality of room service has been recognized by the leaders and guests this year, but the leadership ability of room foreman and supervisor needs to be further strengthened, mainly reflected in communication problems. Secondly, the quality of customer service needs to be improved. In spot checks, it is often found that waiters and guests don't say hello when they meet, and they don't say hello when they meet colleagues from other departments. Thirdly, the assets of the housekeeping department account for 80% of the hotel, and the management of assets is particularly important. The inventory of fixed assets and consumables and the cost control directly affect the profit and loss index of the hotel, so the asset management system should be further improved and improved.
5.3.2pa
Pa is the attendant in charge of sanitation in public areas, and also plays the role of room attendant in the case of more housing. Since August, almost two-thirds of the time, pa personnel have to be dispatched to the floor to clean the room. However, the quality of their independent rooms can not be compared with that of ordinary room attendants, and the technical work in the public area, such as marble crystal surface treatment in the lobby and floor polishing, is not professional enough, which requires further training and study.
5.4 Food and Beverage Department
5.4. 1 dining room floor
At the beginning of the year, the restaurant changed from western food to Chinese food, and the learning task of the floor was very arduous, which also required great adaptability. In the process of transformation, there was instability of personnel and great mobility for a while, and there was disharmony in communication and coordination with other departments, especially in the kitchen, but after running-in and adaptation, it can basically exert its maximum work efficiency now. In terms of cost control, the loss of fruits and drinks on the floor is very large; The subjective initiative in sales is poor, and innovative sales ideas to promote the increase of restaurant turnover are not actively put forward.
5.4.2 Kitchen
The kitchen has made a great contribution to the cost control this year, and the gross profit has always been above 50%. The quality of the products has also been appreciated by many customers and leaders. However, the assessment index of the kitchen is not linked to the turnover. Due to the price, many travel agencies have lost group meals and small company groups, and it is unscientific to mix the cost and gross profit of breakfast with dinner, because breakfast is a supporting service of hotels. In the hotel industry, It is not the purpose to make money with breakfast included in the room rate, but it is the most important thing to make the guests satisfied with the hotel. Generally, the gross profit of breakfast in a four-star hotel can reach 30%, which is a very good result.
5.5 Recreation Department
In this year, the Sports Department was responsible for many tasks such as meeting room, sports, swimming pool, kangaroo club, cleaning of the eighth stage of Juancheng, etc. Due to the dispersion of employees, training has hardly been carried out. Although the hard-working spirit of each employee is worth learning from all hotel employees, the basic qualities of the staff of the Sports Department, such as manners and etiquette, gfd, are the worst in the hotel, which is detrimental to the image of the hotel in many conference receptions, and the responsibility of the manager cannot be shirked.
5.6 Finance Department
The main function of the finance department is supervision and service. There have been some problems in supervision. The warehouse keeper directly takes care of the procurement responsibilities, and the monthly inquiry system has not been implemented in place at one time. All the inquiries are made by one department of the administration department, resulting in some one-sidedness in the inquiry. Individual warehouse managers leave the warehouse during working hours without reporting or taking their mobile phones, which seriously affects the normal work of all departments in the hotel; The lack of service and other departments' functions is mainly due to the fact that the financial personnel have never been engaged in the hotel industry and lack experience in handling hotel financial work, and besides the hotel's work tasks, they have to share part of the work of Nansha Company, which reduces the work efficiency. Problems are not terrible. As long as we can find and face them correctly and work out solutions and strategies, we can make appointments better and better.
Through the above summary, the year-round work reviewed can be described as both gains and losses. As the hotel's operation director, my work and responsibilities have also strengthened my sense of responsibility and mission. We believe that under the correct decision of the company's leaders, all our staff will be United, enterprising, United and pragmatic, pioneering and innovative, and constantly strive to create another glory for the hotel!