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Summary of Hotel Personal Work in the First Half of 2022 +0
In the first half of the year, under the correct leadership of the group company, around the work ideas and objectives put forward at the beginning of the year, _ _ Hotel insisted on focusing on developing business and improving the service quality of enterprises, and paid close attention to management. With the joint efforts of all staff, the operating income from June to June (including the property management center) was _ x _ yuan, an increase of x_% over last year; Operating profit: x_x_ million yuan, down x_% year-on-year; (The reason for the decrease in profit is: 1. The increase in wage costs, 2. An increase in the cost of raw materials. The increase of engineering maintenance cost, 4. The hotel has added linen bedding in the guest room, updated the staff's clothes, updated the mattress in the guest room, added the food cabinet in the guest room, updated the tablecloth in the restaurant and updated some tableware in the restaurant. ). In the past, we were the hotel with the best comprehensive facilities and geographical location in x_, which had certain market advantages. Now, with the intensification of market competition, new hotels are constantly opening. We will adjust our business ideas in time and strive to be the "best hotel in Xuanhan". We will constantly sum up the success or failure of the work in the first half of the year and strive to complete the annual objectives and tasks assigned by the Group.
First, strengthen education and training to improve the quality of employees.
After more than two years of operation, _ _ hotel has basically entered a mature development path. In order to make better efforts to build a service brand and further establish the service concept of "all customer-centered". In the first half of the year, the hotel took civilized and standardized activities as the breakthrough point, "training is the theme of the hotel" and "quality is the life of hotel products" as the breakthrough point, and successively adopted the way of "please come in and go out" to pay close attention to the training and education of hotel employees, strengthen the quality of employees and continuously improve the service level.
1. By adopting centralized training, special training and individual guidance training, employees' hotel awareness has been greatly improved, service concept has been further deepened, and smiling with voices has become employees' conscious action. I have a vivid understanding of what personalized service is. From sensibility to rationality, the whole hotel has formed a good atmosphere of "all work is to satisfy guests". Thus, the pre-job training, departmental training and team training of employees have been comprehensively combed and improved from theory to practice.
2. Increase the weekly training for cadres above the department manager to learn the professional knowledge of modern hotel management. Through systematic training and education, the knowledge connotation of managers has been greatly expanded, business skills and management awareness have been enhanced, and management quality has been further improved.
3. In order to promote the reasonable throttling of labor resources, strengthen the cooperation between posts, and strive to cultivate generalists, so as to effectively deal with and solve the emergency situation caused by temporary shortage of personnel in specific posts, so as to be prepared. We ask the human resources department to try a multi-functional staggered training and establish corresponding training records. So far, we have gained something from this work.
4. Implement the "first question responsibility system". According to their actual situation, each department has compiled some materials of "what should be known and what should be learned" and trained employees in time. Try to solve all the questions raised by the guests, answer any questions and put an end to prevarication. At the same time, through the morning training meeting of each post every day, the name of the meeting to be held in the hotel, important rooms, catering and other information will be informed, so that guests can get an answer when they enter the store to ask any employee.
In order to ensure the pertinence of the training, we have carried out daily and uninterrupted comprehensive quality inspection. And establish and implement a three-level inspection system for departments, supervisors and foremen, standardize inspection contents, and promote all services in place. At the same time, the manager on duty supervises the hygiene of public * * * area and the manners and manners of employees every day, and the general manager's office leads the managers of all departments to conduct spot checks irregularly. Through quality inspection and timely and appropriate education, the training work is not limited to the classroom, and it is more practical and targeted.
6. According to the actual situation of the hotel, combined with fire and other related cases, the implementation of the hotel, department, team three-level safety training and education. The number of participants in the training accounts for more than 90% of the total number of hotel employees, so that employees can truly master the "three understandings and three meetings" of fire safety work and the handling methods of emergency plans. It has played a positive role in improving the management level of enterprises and the overall quality of the team.
7. While doing business training, pay attention to strengthening employees' professional awareness and improving professional ethics and quality. Let employees understand that providing warm, civilized, meticulous and thoughtful service to guests is not only a professional ethics requirement, but also our obligation; Understand the service concept of "everything is customer-centered"; I understand that it is necessary to touch every guest who comes to the store with enthusiasm and integrity in order to win the full understanding and respect of the guests.
Second, strengthen marketing and constantly adjust the structure of customers.
In order to proceed from a long-term perspective, hotels should carefully balance economic growth and sustainable development in business and sales; Do a good job in price balance and customer structure adjustment, devote to the development of new customers, and maintain the stability and expansion of customer groups. And do a good job in the following aspects:
1. Make reasonable reservations in peak season to maximize sales.
2. Implement the return visit system of the agreement unit. According to the ranking of monthly sales report, the hotel designs the customer return visit table and selects the agreement unit for return visit. Through the return visit, we have narrowed the emotional distance with customers and effectively promoted the promotion of sales performance.
3. Do a good job in individual customer sales. Practice has proved that with the intensification of market competition, guests have more room to choose hotels. To improve the hotel's "marketing competitiveness", we must first innovate ideas, adjust business strategies and policies in time, optimize the design of our own products, make the strategy innovation changeable, and constantly innovate business policies according to different seasons, so as to continue to maintain a high level in the severe situation.
Third, refine service measures to improve customer satisfaction.
Service quality is directly related to the reputation and economic benefits of the hotel. To this end, we propose that the service work should develop in the direction of refinement and optimization, constantly strengthen the sense of service, and further improve the satisfaction of guests.
1. In order to continuously improve employees' business skills and comprehensive service level, enhance business communication among employees, and form a good atmosphere of comparison, learning, catching up and helping. In the first half of the year, a "Hotel Skills Competition" was held with the theme of "Training Internal Strength and Creating a Good Brand". All the contestants use their spare time to train and exchange ideas with each other. Through the competition, all departments have formed the understanding that good service attitude and excellent business skills are the fundamental guarantee to win customers and improve the economic and social benefits of the hotel. Only by constantly improving the comprehensive quality of all employees, so that every employee's behavior can be consciously combined with the interests of the hotel, can the hotel be guaranteed to be invincible in the fierce market competition forever.
2. In order to better guide the service personnel, correctly establish the hotel consciousness and service concept, and take the satisfaction of the guests as our working standard. We start with establishing the image of the window and improve the level of business reception. For example, the staff at the front desk take "work in my hands and service in my heart" as the purpose; Greet and receive every guest with a unique sweet smile; Solve all the problems raised by the guests with the "first question responsibility system"; Win "repeat customers" with "caring, caring, reassuring, caring and sincere" quality service. It presents a new industry trend of Excellence and dedication.
3. In order to promote the development of personalized service, all departments use the morning meeting time to exchange business skills such as "what I did for the guests, what I gained and what I experienced", so that employees can learn from each other's strong points and constantly expand new ways of personalized service. At the same time, all departments are required to dissect the quality cases around them, and analyze and comment on the collected representative classic cases (complaints or praises) from different angles and sides. Through the classic case analysis, we examine our service from the customer's point of view, find out what is not in place in providing services to customers, and thus find out the root cause of the problems in service quality. So that other departments can reduce repeated mistakes in future services and form resource sharing.
Fourth, standardize management and promote the healthy and orderly development of enterprises.
1. In the first half of the year, according to the actual situation of the hotel, the Hotel Management Standard was formulated and promulgated; Modify and improve the financial management system, strengthen the supervision and control of finance; The provisions have implemented the approval authority, reception standards and approval procedures for public relations reception; The accounting operation of the front desk is further standardized on the basis of the original regulations; At the same time, the system of "four real registration", "front desk registration" and "foreign registration management" has been implemented to ensure that the accommodation registration is comprehensive and thorough. Make the hotel management more standardized, the reception capacity more excellent, and strive to integrate with the modern enterprise management system.
2. Make full use of the internal information management system to establish the guest history file. Through customer historical files, strengthen the quantitative analysis of customer characteristics and historical consumption, tap customer consumption potential, improve sales volume and sales profit, and provide favorable decision-making basis for management. At the same time, understanding the guest's situation through the guest's historical files is conducive to better providing personalized service for the guests and making them feel at home.
Looking back on the work of hotels and property service centers in the past six months, we still have many shortcomings, especially the property service center. I'm deeply sorry about that. On behalf of all the staff of the hotel, I apologize for the lack of logistics services and cooperation between the head office and the brother branch in the previous work.
Summary and Selection of Hotel Personal Work in the First Half of 2022 II
Time flies, and the first half of 2020 is about to pass in a blink of an eye. In the past six months, under the guidance of the correct operation of the company, the hotel management department has carried out the management work of the department with the concept of "high efficiency, innovation and service", successfully completed the tasks assigned by the company and won the praise of the guests many times. The work this year is reported as follows:
First, strengthen business training and improve service level.
Every employee of the hotel is the window and image of the hotel. An employee's work attitude and service quality can truly reflect the service level and management level of a hotel. As a _ _ hotel, we focus on the quality training of employees. Including reception etiquette, sales promotion skills, language skills to answer the phone, etc. Think about what customers think and worry about what customers are in a hurry. Through training, employees' business knowledge and service level have been significantly improved.
Second, strengthen employees' sales awareness and skills.
The two floors in charge of the management department are mainly the leisure activities area of customers. Therefore, according to the market situation, the hotel has launched a series of promotion programs. According to the customer's needs, the receptionist carefully explained the preferential activities such as rooms, gyms and cafeterias. This not only exercises the sales skills of employees, but also greatly increases the number of individual customers at the front desk and the occupancy rate. The utilization rate of other entertainment facilities has also increased.
Third, pay close attention to hygiene quality and create a clean, beautiful and comfortable environment for customers.
The image of the hotel is not only high-quality service, but also reflected in the nuances. Only by cleaning all parts of the hotel and keeping it clean and hygienic can customers feel at ease and comfortable. Therefore, we have introduced relevant measures in health management to refine the work, starting from rooms, halls, restaurants, gyms and Internet cafes, leaving no dead ends and stains to ensure that guests are clean wherever they go.
Four. Shortcomings in work and future plans
Although hotel management has achieved good results this year, we are deeply aware of our own shortcomings, which are embodied in:
First, there is still a lack of flexibility and initiative in service;
Second, individual new employees are not skilled enough;
Third, sales and health work need to be further strengthened.
In the future, our management department will unite as one, under the correct leadership of _ _ Hotel, and around the annual mission objectives of the hotel, with full spirit and high morale, provide quality and effective services to every customer. Specific measures are as follows:
1. Continue to strengthen staff training, starting with service etiquette, reception skills and sales skills. And cooperate with the business department to do the sales task next year.
2. Continue to implement the responsibility system, do a good job in supporting health services, take customer satisfaction as the purpose, strengthen the supervision and quality inspection of on-site management personnel, gradually improve the service methods of employees in various departments and improve the service level.
3. Comprehensive coordination, cooperate with various departments to complete the work better. The management department should do a good job in organizing and coordinating all departments of the hotel. Let them give full play to their due departmental functions, so as to strengthen the cooperation ability of departments and provide customers with quality and satisfactory services.
I hope I can gain something in my work, give full play to my advantages, avoid my disadvantages and learn more experience in my work. I hope that the work of the department can be further improved on the existing basis. My department and I will thoroughly implement the tenet of "guests first, service first", do a good job in management and actively establish the brand image of the hotel.
Summary and Selection of Hotel Personal Work in the First Half of 2022 3
Half a year has passed in an instant. Over the past six months, my performance at work has been recognized by everyone, and I have lived in peace with everyone and accumulated good feelings. Although I have only been here for half a year, half a year is enough to change many people. In the past six months, I have changed myself from a person who has never been in contact with this industry to an employee who can handle his work skillfully. This half year is a significant half year for me, which means the beginning of my career and a boundary of my past life. Of course, I still have many shortcomings, and these shortcomings also require me to constantly improve myself, which is also my goal in the second half of the year. The following is a brief summary of the work in the first half of this year:
First, ideologically
When I first came here, I just thought the salary was higher and the treatment was ok. So when I came here, I didn't think about working very hard and getting everyone's approval, but I felt that my life was almost over. However, as I have been working here for longer and longer, I have a sense of belonging here and feel like a member of the hotel. What's more, everyone and the hotel are so kind to me, and I want to work hard to repay the hotel. After that, I gradually stopped being lazy, put the interests of the hotel first, and began to work carefully.
And in this process, the relationship with my colleagues is getting better and better. I also put down my airs and began to learn from those old employees and experienced people. And I myself grew up in the process of learning. Coming to the hotel was definitely the right decision for me. I not only let myself find the direction of my life, but also met a group of friends who hit it off here.
Second, at work.
Although I always muddled along at first, I changed my behavior and attitude after waking up and began to work seriously. And after working hard, I also found out what problems I encountered in my work and which problems were more difficult to deal with. Fortunately, with everyone's help, I don't seem to be too flustered at work, and I can gradually handle these problems by myself when I grow up.
Maybe growing up is to be able to face those things that you were extremely afraid of and summon up courage to face them. And my biggest growth in the past six months may be that I have become cheerful and have lost my heart. In the past, I was afraid to speak in front of some strangers, but now I can really talk to every client. I believe that with my efforts, I will be better and better in the future.
Summary and Selection of Hotel Personal Work in the First Half of 2022 4
Half a year's work is coming to an end. The past six months have been good. In the past six months, the work and performance of our hotel have greatly increased compared with the same period last year. Therefore, in the new half year, we must strive to innovate and continue to intensify our efforts to strive for better performance on the basis of the first half year!
By reviewing and summarizing the work of the hotel throughout the year, we encourage and spur the whole store to enhance self-confidence, cheer up, carry forward achievements and rectify problems. Formulate management objectives, business indicators and work plans for the new half year, and guide the comprehensive development and concrete implementation of all the work of hotels and departments in _ _ _.
One, four-star standard, customer feedback, there are still three problems in the hotel.
After half a year's work, through the concerted efforts of Qi Xin in the whole store, the achievements are the main ones. 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 departmental self-inspection. According to the standards of four-star hotels, the obvious problems and the necessity of rectification have been urgently put on the agenda of hotel leaders.
1. 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 and low horizontally and good and bad vertically. Day and night, usually on weekends, with or without leaders, it is difficult to achieve the same quality service. The recurring problem is that some employees in some departments or positions are untidy, polite and initiative, poor reception service and inflexible in gfd. In addition, careless cleaning and untimely equipment maintenance also affect the overall service quality of the hotel.
2. The facilities and equipment are not perfect
3. The management level needs to be improved.
First, the comprehensive qualities of managers such as cultural literacy, professional knowledge, foreign language level and management ability are uneven;
Second, the hotel has not yet worked out a set of standardized, systematic and feasible "management mode";
Third, individual behaviors of "rule by man" management and random management occur from time to time among some managers.
Second, scientific decision-making, with the concerted efforts of Qi Xin, the hotel achieves four points of performance every year.
According to the requirements of the center, the hotel general manager team made an annual work plan at the beginning of the year, and put forward the overall work idea to guide all the work, that is, strive to achieve the "three-innovation goal" and accumulate "three-party advantages" in Qixin. The overall thinking determines scientific decision-making and guides the development of all work throughout the year. Coupled with the promotion of the "three standards in one" certification review, as well as the actual operation of various performance activities, especially the strong east wind in the second half of the year, the hotel general manager team led all department managers, supervisors and supervisors to unite all employees, and worked together with Qixin Qi Xin to make certain contributions in income generation, profit creation, excellence creation and steady progress, and achieved considerable results.
1. Excellent service
By introducing brand management, the hotel strengthens the training of employees' basic code of conduct "gfd, smile and greet", strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of reception departments and posts, and continuously improves the quality service level of employees. Therefore, in May this year, the Municipal Tourism Bureau organized an unannounced visit to the annual evaluation of star-rated hotels, and our store only deducted 2 points, and got high marks for its excellent service, ranking among the best hotels in the region. In addition, in the reception service of large-scale events, our sales department, front office, guest room, property, restaurant and other departments or positions all received letters of commendation from the event organizing Committee, all praising: "The warm and thoughtful service of hotel staff provided us with the necessary logistics support in our daily life, which enabled us to successfully complete this event."
2. Safety creates stability
By formulating the security plan for large-scale events, the hotel has achieved the "six defenses" of daily fire prevention and theft prevention, and almost no accidents occurred throughout the year. Under the care and guidance of the general manager of the hotel, store-level leaders hold feedback meetings of department managers every day to inform the situation and put forward requirements. The security department arranges cadres and employees to work overtime, patrol frequently and strictly prevent and control. With the cooperation of relevant departments, group prevention and control are carried out to 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 advanced class.
3. Operating income
The hotel adjusts the sales staff, broadens the sales channels, introduces the room reward, and links the catering performance. Related business measures have increased operating income. The hotel's annual revenue was RMB million, RMB million more than last year, exceeding%. Among them, room income is RMB _ _ _ _, office income is RMB _ _ _ _, restaurant income is RMB _ _ _ _, and other income is RMB * * _ _. The average occupancy rate of rooms in the whole year is _ _%, and the average annual house price is _ _ yuan/night. The occupancy rate and average price of hotel rooms are higher than the average level of four-star hotels in the city.
4. Profit management
By paying close attention to management, tapping the potential to reduce costs and rationally employing workers, the hotel advocates economy and strict control in terms of labor cost, energy cost, material consumption and procurement warehouse management. The annual operating profit of the hotel is RMB 10,000, and the operating profit rate is%, which is RMB 10,000 and% higher than last year respectively. Among them, the labor cost is _ _ _ yuan, the energy cost is _ _ _ yuan, and the material consumption is _ _ _ yuan, accounting for _%, _ _% and _ _% of the hotel's total revenue respectively. It is _ _%, _ _% and _ _% lower than the targets set at the beginning of the year respectively.
Third, keep pace with the times, improve development and make hotels stand out.
The general manager team of the hotel took the lead in setting an example, organizing and guiding party member cadres and all employees to seriously study and understand the spirit of the Fourth Plenary Session of the _ _ _ session. According to the actual situation of hotel operation, management and service, keep pace with the times, improve quality and change ideas. Surviving in the wave of market competition makes the whole hotel field highlight gratifying changes in the second half of the year. Mainly manifested in the positive mental state of cadres and employees. The hotel general manager's general meeting and small meeting repeatedly emphasized that cadres and employees should have a sense of urgency, be self-motivated and cultivate "spirit". Hotel management service is not high-tech, and there is no profound knowledge. The key is people's subjective initiative, people's mental state, loyalty and dedication to hotels, and understanding and application of the true meaning of management and service.
Store-level leaders also encourage and guide everyone to broaden their horizons, study hard and unite and cooperate by organizing various training exchanges for department managers, supervisors, foremen and employees. In the process of completing the hotel's business indicators, management objectives and reception tasks, realize your own value and feel the joy of life. Therefore, the phenomenon of mutual shirking and contempt among department managers is less, replaced by mutual information, mutual complementarity and mutual respect; If there are few people on leave and miss 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, foreman and their employees to work overtime and work hard. Although they are very tired, they always keep high spirits, which adds luster to the hotel's window image.
Summary of Hotel Personal Work in the First Half of 2022 5
With the continuous development of the group, higher requirements are put forward for the management and business skills of the company's purchasing department. In order to adapt the purchasing department to the needs of the development of the group and the company, the following plans are made for the 20-year work of the purchasing department:
First, ensure the rationality and timeliness of procurement.
An effective purchasing plan can effectively use the enterprise funds, and most of the turnover of the enterprise is allocated by the purchasing department. A good purchasing plan can not only reduce the capital outflow of enterprises, but also effectively control the inventory.
1, check the planned orders applied by each department one by one, confirm whether there are any stocks or other substitutes, review the rationality of procurement, and report to the general manager at any time;
2. Arrange the purchasing time reasonably for the items to be purchased, ensure the orderly work, and buy back the items to be purchased in time;
3. Cooperate with finance to master the quantity of goods in stock, do not purchase unnecessary items, achieve zero inventory, and ensure smooth cash flow of the company.
Second, price control and savings.
The profit mainly comes from purchasing, because the market price of products cannot be dominated by enterprises, and the purchasing cost can be controlled by enterprises.
1. When buying all items, you should know the market situation in detail, bargain patiently, buy resolutely, and save from bit by bit;
2. Carefully consult and master the prices of all goods on that day, so as to check the supplier's supply price and buy the goods with the lowest quality and price;
3. Shop around on the principle of "good quality and reasonable price".
Third, the issue of commodity procurement channels.
1, specify the supplier. Strengthen the supervision of goods, prices and quality of designated suppliers, improve the quality of suppliers, strengthen food hygiene and shelf life inspection, and ensure food hygiene and safety;
2. Contact suppliers at any time, understand the market, find out the problems existing in procurement in time and make improvements;
3. Visit suppliers frequently, check the quotations and compare them with other businesses. If there is high price or concealment, change suppliers in time to ensure that the company's interests will not be lost.
Fourth, write off in time.
Supervise the buyer to make daily purchases and daily clearing as much as possible, and check the accounts with the finance department in time. Make the accounts clear and accurate.
Five, improve the system and learning
1. Improve the procurement system and conduct procurement and verification in strict accordance with the procurement process;
2. Establish and improve the procurement and collection system. All purchased items shall not be sent directly to the application department, and can only be collected after storage;
3. Ensure the weekly meeting, upload and distribute the notices issued by the group and the company, strengthen the initiative of employees and improve work efficiency.
In 20__ years, it is necessary to actively cooperate with the work of various departments and complete the work temporarily assigned by the leaders. According to the requirements of the company's development, under the leadership of the general manager, we will innovate and cooperate with the company to control and manage the operating costs, so as to achieve the purpose of controlling the operating costs.
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