20 10 is coming, and we are full of confidence to meet 20 1 1 year. In the past year, the Fourth Plenary Session of the 16th CPC Central Committee was successfully held, and the spirit of the meeting inspired the people of the whole country to keep pace with the times. It is also a year to promote the hotel's "safety, management and service" and an ideal year for the hotel to achieve its annual revenue and profit targets. On this occasion, it is necessary to review and sum up the work, achievements, experiences and shortcomings of the past year, foster strengths and avoid weaknesses, strive for progress, and strive for better results in the new year.
A, scientific decision-making, Qi Xin, the hotel to achieve 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 of the Fourth Plenary Session of the 16th Central Committee in the second half of the year, the hotel general manager team led the managers, supervisors and foremen of all departments to unite all the staff, and Qi Xin worked together to make certain contributions in income generation, profit creation, excellence and stability, and achieved considerable results.
1, operating income. The hotel has increased its operating income by adjusting sales staff, broadening sales channels, introducing room-lifting incentives and linking catering performance. The annual operating income of this hotel was 10000000 yuan, an increase of 1000000 yuan or 10% compared with last year, of which room income10000 yuan, office income10000 yuan and restaurant income/kloc-0. The average occupancy rate of rooms in the whole year is%, and the average annual house price is RMB/room night. The occupancy rate and average price of hotel rooms are higher than the average level of four-star hotels in the city.
2. Management creates profits. By paying close attention to management, tapping potential, reducing expenditure and rationally employing workers, the hotel advocates economy and strict control in labor cost, energy consumption, material consumption and procurement warehouse management. The annual operating profit of the hotel is 1 10,000 yuan, and the operating profit rate is%, which is 1 10,000 yuan and% higher than last year respectively. Among them, labor cost 10000 yuan, energy cost 10000 yuan and material consumption 10000 yuan account for%,% and% of the hotel's total revenue respectively. It is%,% and% lower than the target set at the beginning of the year.
3. 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."
4. Security 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.
Second, keep pace with the times, promote development and make hotels stand out.
The hotel general manager team 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 16th CPC Central Committee. 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 stay in a mental state, which adds luster to the hotel's window image.
Third, brand management, the hotel focuses on eight major tasks.
In this year's "Three Standards in One" 6S management certification process, the hotel held several special meetings, arranged training courses with different contents, and organized some inspections and pre-inspections. All these have greatly promoted and guided the hotel management to be more standardized. At the same time, the hotel introduced the successful experience of advanced hotels at home and abroad, and combined with the management objectives and work plans formulated at the beginning of the year, the hotel and various departments mainly focused on eight major tasks throughout the year.
(A) to benefit as the goal, do a good job in sales.
1, personnel adjustment. Hotel sales department set up front desk and other positions, and the reputation of sales staff in the first half of the year alone reached more than twice that of star-rated hotels of the same size. The team of hotel general managers analyzes the reasons, and the key is people, which is the responsibility of the main managers. Therefore, the hotel decisively adjusted the sales manager and reduced the number of staff to five, which enhanced the sense of post competition and the sense of responsibility for active promotion.
2. Broaden channels. The original decomposition index of the sales department depends on people and lacks scientific basis. It is difficult for the hotel to complete the business indicators on schedule. In view of the poor market research, reasonable positioning and channel division in the first half of the year, the general manager team studied and approved the "sales plan" for the second half of the year after adjusting the department managers. Among them, on the basis of the original three natural sales channels, such as agreement company, online booking and door-to-door individual, we have expanded and increased channels such as exhibitions, teams, peers and membership cards, and set up special personnel to take charge of the channels, and break down the indicators according to the proportion of the tourists of each channel to the total tourists of the hotel. In this way, first, the channel division is scientific; second, the decomposition index is reasonable; third, it can stimulate everyone's sense of responsibility and initiative in promotion; fourth, it can gradually reduce staff and increase efficiency; fifth, it can obviously promote the improvement of sales performance.
3, the room has a reward. According to the market positioning of the hotel
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As a business-oriented characteristic hotel, the marketing strategy is mainly to receive business guests and individual customers of the agreement company, supplemented by online booking and exhibition teams. Referring to the successful experience of some peer hotels, the general manager team has worked out a certain percentage of commission reward for the front desk receptionist of the sales department after selling the house at a price higher than that of the agreement company. This incentive policy greatly mobilized the hospitality staff's enthusiasm for promotion and service attitude, and made the hotel's personal income rise from 10000 yuan in the first half of the year to 10000 yuan in the second half of the year, an increase of about%.
4. Window image. The front office of the sales department not only makes full use of the preferential policies given by the hotel, but also pays special attention to shaping the window image of the hotel. First, reasonably sell and control rooms to ensure the maximum benefit of the hotel. For example, this year's auto show and housing exhibition, reasonable operation ensures the satisfaction of guests and the best interests of the hotel. The occupancy rate exceeded 100% for several days in a row, and the average house price also rose sharply. Second, improve the workflow and establish various inspection systems. Strengthen the revision and improvement of the front desk reception checkout and handover workflow, especially the use of "guest settlement bill" during checkout, which reduces the time for guests to wait for checkout and changes the cumbersome and error-prone situation of checkout. Strengthen the on-site supervision of supervisors. By increasing the platform time for supervisors to go to the front desk, all kinds of difficult problems of guests were solved in time, which played an inspection and supervision role in employee smile service. Strengthen the double inspection of supervisors and foremen. The supervisor and foreman are required to check and sign the household registration book of each shift every day to enhance the sense of responsibility of the supervisor and foreman. There were no mistakes and omissions in household registration, visitor registration and online delivery this year. In a word, under the leadership of the general manager, the front office has set records for the hotel one after another, paying close attention to implementation, grasping the opportunity and promoting sales efficiently. The proportion of individual guests in the total room income increased from% to%, with the highest daily income being RMB and the highest average daily house price being RMB. Reception of guests 10000 and reception of foreign guests 10000 throughout the year.
5. Complaint handling. The sales department, especially the front desk, is the facade of the hotel, and it is also the place where guests ask questions, reflect the situation, make suggestions and complain relatively. Based on the tenet of "guests first, service first" and "completely satisfying guests", from department manager to supervisor, foreman and even receptionist, we can not only be polite and enthusiastic, but also resolve conflicts and properly handle complaints from large and small guests. Over the past year, the sales department * * * has received and handled the complaints of guests, which has reduced the economic losses of about RMB for the hotel and won more repeat customers.
In addition, according to the requirements of the hotel general manager team, the sales department began to change from passive sales to active sales, from disorderly work to orderly work, from inefficient negotiation to efficient negotiation, from non-basic management such as market research and analysis to monthly market research and analysis and customer room delivery ranking. , directly won a sharp rebound in sales performance. In the second half of the year, * * * achieved revenue of billion yuan, an increase of billion yuan or about% over the first half of the year.
(2) Take reform as the driving force and do a good job in catering.
1, performance linked. Although the restaurant is a department post of the hotel, it is the first to enter the market track in terms of management system, and the restaurant formally implements the performance-linked reform measures, that is, the restaurant's operating income index is approved as 10000 yuan/month, and the total salary is controlled at 10000 yuan/month. Under certain expense and gross profit rate standards, if the income target is overfulfilled or unfinished, the corresponding proportion of total wages will be deducted according to the proportion of completed or unfinished. This performance-oriented approach, on the one hand, brings invisible pressure to the managers, waiters, chefs and other personnel in the restaurant kitchen, and brings some negative effects, such as lack of ideological work or improper management; On the other hand, let everyone turn pressure into motivation, promote restaurants and kitchens to do business promotion consciously and actively, and create more benefits. For example, restaurants open summer night markets, increase breakfast varieties and so on.
2. compete for posts. In addition to the reform of distribution policy, the employment mechanism 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. These are conducive to the smooth implementation of government decrees in hotels and departments and are prohibited. Of course, if the main managers are poor in quality or management, there will naturally be some bad consequences. But on the whole, restaurants put supervisors with excellent performance and ability into responsible positions, promote hard-working employees to foreman, and discourage incompetent supervisors, foreman and employees, which more or less promotes the development of restaurant work and provides a guarantee for management mechanism to achieve revenue goals.
3, tasting assessment. The hotel requires the chefs in the restaurant to create several new dishes every week or at least every other week. The store-level leaders and managers of relevant departments will try to grade the dishes, assess the professional level of the chefs, and suggest promoting new dishes that are basically satisfactory. Over the past six months, the restaurant * * * has introduced many new dishes, among which, iron ribs jiaozi, spicy beef tendon, Chinese style drunken chicken, fresh game, green beans mixed with Flammulina velutipes and so on are widely recognized by diners. In addition, the chefs who have passed the examination are commended and encouraged, and the chefs with poor business skills are required to be replaced in time.
In addition, the restaurant cooperates with the hotel to receive important guests throughout the year, with multiple tables and about person-times. The service reception of the restaurant has basically been affirmed and praised by the hotel and superior leaders.
(C) customer-centric, do a good job in property management.
1, sell the house patiently. For example, the property management department rents room 3322, the owner is a travel agency, and he is in the initial stage. In order to reduce the capital investment, he wanted to rent a room with a slightly smaller area but the location can be seen at a glance, so they took a fancy to Room 3322, which is very suitable for the area of 18 square meters near the door. However, this room has been reserved by other guests. They stay in the property department all day. Later, the property department took pains to introduce them to other rooms. After more than two days of continuous work, they rented room 3346, which is 20 square meters larger than room 3322. Thanks to the efforts of all the staff in the property department, the occupancy rate of the office reached%, exceeding the level of the same period last year.
2. After-sales service. Summer is coming, the air conditioner is not cooling, complaining; Roof leakage, complaints; It is found that someone automatically uses the company's supplies without permission and complains; Winter is coming, the heating is not hot, complaining; Even if there is a stool missing in the bathroom, you should complain. Whenever the property department receives a complaint call, it never shirks its responsibility. First, it apologizes to the guests, and then it asks the relevant departments for help. After the solution, we should pay a return visit to the customer until the customer is satisfied.
3. Urge to collect the room fee. It is also difficult to charge the room rate. Some guests don't pay the house fee on time for some reason, and the property department takes the initiative to make a dunning, not only by phone, but also by personally going to the room to collect the room fee for each payment.
(d) On the premise of quality, do a good job in guest rooms.
1, team morning meeting. In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department has established a long-term package and a morning meeting system for individual teams according to the requirements of the hotel, arranged the work of the day, standardized the gfd of each employee, made all employees think alike, and ensured that all the work can be put in place. Summing up last week's work at the team weekly meeting, arranging and writing next week's work, and incorporating it into the contents of relevant hotel documents, fully embodies the "strict, detailed and practical" work style.
2. Security check. In addition to setting up full-time personnel in charge of safety in the department, safety knowledge training has been developed into a system that runs through the whole year, reflecting different levels and contents. From the hotel's corresponding preventive measures and emergency treatment methods to the inspection requirements of various electrical appliances.