Qingdao Weifang Hotel Investigation Report
Qingdao Weifang Hotel Inspection Report Quality Inspection Department ***
After more than 100 days of management and improvement of service quality, the hotel has greatly improved its overall efficiency and image, but how to establish a real business hotel, how to “preserve calcium in the source market, marketing strategy and management "How to make a fuss about the second filling of investment is a topic that we urgently need to solve now." What are the high-star hotels? With these questions, on May 19, 2004, Gu was led by a delegation of 7 people to visit the hotel in Weifang, Qingdao. We have visited Qingdao Regent Hotel, Qingdao Seaview Garden Hotel and Weifang Fuhua Hotel.
To sum up in one sentence is that we have to learn Regent's calm, absorb the concept of seascape, and not to make Fuhua-style mistakes.
Managers communicated and felt the deepest is the sea view. As an employee who once worked in the sea, I may know more about the sea. Here are some of my personal views.
Seascape impression:
1) Strict management. If you leave this department, you will fill out the "Departure from the Post" form, and go to other departments to have the "Outside Department Entry and Exit Registration Form". What events are traceable, and the responsibility is clearly defined. In the seascape, there will be a critical time, that is, where the manager must appear at some point to form a system.
2) Allow employees to make mistakes, but never allow fraud. The punishment for falsification is very strong.
3) In the sea view, there are supervised eyes everywhere. There are many supervisory departments here, such as “Enterprise Management Department, Quality Management Department, Enterprise Management Department, Inspection Department, Information Department, and Credit Department”, because it has a management idea that “employees will only do your inspection” and do not check It is like no arrangement. As a simple example, the hotel monitors all calls to identify problems. Therefore, you must be careful when making a phone call in the sea, and you are afraid to say something wrong. Yes, half of the management is inspection, and inspection is for a good development.
4) There are many programs and regulations. Here, we only need to follow the program, and each employee learns to follow the procedure, and asks the superior to ask the superior to take responsibility. In this way, strengthen the manager's sense of responsibility.
The specific analysis is as follows:
First, the source market and marketing positioning and visits to the hotel peers and their own experience, Shouguang's popularity is there, high-star hotels have potential in Shouguang, Shouguang people are also very wealthy, in this sense, in Shouguang built a four-star hotel to feed, and in the long run, the hot spring is definitely a potential stock.
A) In Shouguang, there are many high-end restaurants in social restaurants, but there are still very few high-end restaurants. The high, fine and sharp roads of hotels cannot be lost. But at the same time, it is necessary to put down the shelf and attract the wage earners to eat. Because the middle-income farmers and workers in Shouguang account for the vast majority. The sea view is launched every day to avoid duplication of taste, especially the green products in the dishes, environmentally friendly products, etc., which are very popular among guests. We have to make more articles on vegetables, reflecting the characteristics of Shouguang's vegetable kingdom. We know that Chinese people are psychological, and hotels need popularity. Dining is a sign of the hotel, and guests are most likely to feel the culture of the whole hotel here, so be sure to do it well. Positioning the catering article well and doing it well will be a big article.
B) All of our measures must be made to the goals of the business hotel, regardless of marketing strategy or renovation, must be based on the needs of business guests. Gradually get rid of the passive situation of excessive dependence on government consumption. Shouguang is not a tourist city. Tourists and tourists are not our important source of tourists. They are mainly relative business guests and government guests. The current situation is very dependent on the city government. The receptions of the municipal party committee and the municipal government should be interdependent, but the government sometimes suppresses the price and causes the hotel profits to drop. So we need to focus on developing business guests.
C) Guide the establishment of the club. We will provide consumption in the form of venue facilities along with the city's cultural and educational associations, sports organizations, and non-governmental organizations to establish swimming fan clubs. Change part of our chess room on the third floor to the pool room. I saw that there is a Japanese emperor's office in Regent, and some rooms can be rented out as offices in the current low room occupancy rate. It is also necessary to make full use of the Sunshine International Convention and Exhibition Center as a commercial performance and some expert lectures.
D) Provide personalized service. Improving the affinity of hotel staff is the primary aspect of personalized service. The two hotels we visited in Qingdao are very friendly, removing the rigid shortcomings of standardized services, more human touch and more personalization. Because we are the only one in Shouguang, representing the trend and development direction, we must guide consumption and cultivate consumers in Shouguang.
Second, the staff canteen. The quality of the food in the sea view is not better than ours, but why the employees are satisfied, there is a very important problem in them is that they have made great efforts, the restaurant has a buffet style, many varieties, a lot of flavors, so the employees I am satisfied. In the sea view, I am absolutely not afraid to waste, and the punishment for waste is very strong. And what about us? No money is spent, and waste is serious.
Third, human resources. In the sea view, it is also very "black". On the first day of the report, the first thing is to sign the training agreement and labor contract according to the handprint. In the past three years, the four-year term, the breach of contract is good, the contract is clear, A large liquidated damages. If you go to pay a training fee of 500 yuan, if the contract is breached, the training fee will be gone. On the other hand, I feel better and reasonable. It is more reasonable. The meal fee is 150 yuan per month and the subsidy is 150 yuan. If the contract is breached, the subsidy will be paid. If the normal contract expires, the monthly deduction will be deducted. Fees are paid to employees to reward employees for their contributions during the contract. The staff who have been away from me for a short period of time and are in the probationary period are also close to a thousand dollars. Wages are average in the sea, but the benefits are still very good. Like my hotel is currently difficult to recruit, the staff wants to leave, the loss is serious, why not take a look at the sea view without binding.
Fourth, the hotel should learn the seascape meticulous service Qingdao seascape's meticulous management is very good, each waiter must say hello to the guests, the waiter will travel in a row, the courtyard is dedicated to the staff channel, the staff of different departments They supervise each other and are linked to wages in the quantitative assessment. It is especially strict that the tipper will be expelled as soon as it is discovered. In the establishment of business rooms, the sea view is also the most meticulous, from fax machines to small leather cases, all for the guests to think of the employees before the pre-work class, foreman or supervisor, check each one The staff's grooming, first check the front, clothing, hair, makeup, etc., and then check the back, the employee must move forward two steps from the standing position, then turn around, walk backwards four steps, and finally return to the in-situ check health. The overall spirit of the staff is full and the status is good. When we visited, there were employees who greeted us from time to time and gave a good impression. In the front hall, there are free sweets for guests to enjoy, because it not only satisfies the stomach of the guests, but also relieves the impatience of the guests when the front desk is busy, which is really good for both. All of the employees' daily behaviors are clearly posted in the form, quantified daily, and the quality check is very strict. The seascape has played its usual meticulous management culture. There are “employee metering and behavior specification hanging charts”, “employee evaluation form”, “government open column”, “best employee” and “problem improvement”. Although the development of seascape is now facing a transformation, the economic and social benefits brought about by the quantification and meticulous service are real. Obviously, it is necessary to study the sea view at the current stage of the development of our hotel.
5. The quality inspection method of Qingdao Seaview Hotel, the deepest one I understand is the extensive participation. The quality management work is not something of a certain person in a certain department. It should be the focus of concern of all departments and all employees. In the quality inspection, there must be one reminder, two punishments, and three trainings. Our hotel does have a problem with the implementation difficulties. I have encountered it during the inspection. Some departments are afraid that I will ask them questions. It seems that they are deliberately unable to go with them. I did not expect this to prevent "the emergence of problems", and did not realize that this would be beneficial to the improvement of hotels and individuals.
Sixth, quantitative management, sound management system, sound rules and regulations should be reflected in the management of behavioral norms, that is, the management of the parties should be held in the management of the normative behavior and the results of their actions, in the rules and regulations must be carried out It is clearly stipulated that everyone should be clearly aware of what standards and results should be achieved in doing things, and the criteria for rewards and punishments for their results. Qingdao Seaview Garden Hotel has thousands of rules and regulations and nearly 100,000 words. Each employee's work in each session of each post must be reflected on the form at any time to quantify the score. They put forward the credo of "serving the service with heart and doing things with heart" in the service, working hard on zero-time service, time-limited service and tracking series service, and each link of the service has specific standards for quality inspection. This kind of rules and regulations formulated from the "exceeding self-service" not only won the customers' wide reputation, but also increased the annual turnover by 30% every year. My experience at this point is relatively deep. There are chapters to follow when doing. This is a very important rule for our new hotel. I think this is a matter of urgency!
VII. The case analysis will not find out the cause of the problem, and will not let go of the measures to solve the problem. The responsible person of the accident has not dealt with the opinions. Seaview Garden Hotel is a five-star hotel in Qingdao, the market. The fierce competition has made the hotel deeply aware that the crisis is at hand. In order to save power and face the crisis, the hotel always digs its own shortcomings from various aspects, and timely rectifies the problems existing in daily management and service to gradually improve management and improve service standards. Through the case analysis meeting, the managers and employees of Seaview Garden Hotel formed a good habit of thinking, improved the staff's ability to handle and their own level of ideological awareness, and also enabled the hotel to find loopholes in time and make up as soon as possible. With the accumulation and summarization of experience, the significance of case analysis will promote the promotion of management.
Eight, very good corporate culture I remember that during the training, I learned a lot from the words of the training teacher. "As a hotel, it is convenient for us, and we must inconvenience our guests in some aspects."
Success in service management: drills, drills, or drills; details, details, or details, inspections, inspections, or inspections of four “services”: superiors are subordinate services, second-line services are first-line services; Serve the six criteria for the guests: the superior is the subordinate service, the lower level is responsible to the superior; the lower level is wrong, the superior is responsible; the superior can check the level, the lower level does not allow the leap to ask; the lower level can complain to the higher level, the higher level does not allow the higher level command; the superior cares the lower level The lower level obeys the superior; the lower level evaluates the lower level, the lower level evaluates the superior level, the sea view and the hot spring comparison. The sea view garden hotel hot spring hotel address is located at No. 2, Changhua Hot Spring Street, No. 2, Changhua Road, Qingdao, the nature of the hotel, the self-supporting private opening date July 15, 1989, April 18, 2003 Architectural style European-style courtyard architecture Garden-style architectural style Star rating in 2001, five-star quasi-four-star area, 53 acres, 110 acres, construction area, 28,450 square meters, 48,000 square meters, the name of the hotel South of the sea, villa style unique hot spring water, vegetable town in the One five-star hotel in Shouguang city of Qingdao the only four-star status
In 2003, the income of about 80 million vacant rooms, 197 sets of 220 sets of presidential sets, VIP building, no room price, advanced standard room, 680-1230 yuan, senior suites, 1980 yuan, business suites, 2,150 yuan, luxury suites, 4,200 yuan, sea view suites, more than 5,130 yuan Additional 15% service charge, high standard room 580 yuan, superior suite, 980 yuan, luxury suite, 1680 yuan, VIP building, 8280 yuan, presidential set, 12,800 yuan, above room rate, 10% surcharge, TV signal, multi-language satellite program, domestic satellite TV station Western restaurant breakfast price: 68 yuan / person + 10% service charge Lunch price: 98 yuan / person + 10% service charge Dinner: price: 108 yuan / person + 10% service fee Chinese and Western buffet breakfast 18 yuan / person size restaurant and banquet There are more than 30 first-floor 26 and 18 second-floor rooms that can accommodate more than 1,100 people in 2000 indoor and outdoor seawater swimming pools. The business hours are from 10:00 to 22:00, and the fare is 88 yuan/person and 1.2 meters. The half-price hot spring swimming pool for children is open from 10:00 to 24:00, the fare is 14 yuan/person, 10 yuan/person, 8 yuan/person, and the in-house guest free conference center has more than 300 multi-function halls and different sizes. Luxury meeting room A large international conference center with a capacity of more than 1,000 people and a variety of small meeting rooms. No fuhua-style mistakes.
Fuhua and our hotel are similar in many aspects. For example, all private enterprises invest in, relying on the government, all of which are divided into peak seasons. They are mainly business and conferences, covering a large area, saving energy and reducing consumption. It is a problem. It is true that Fuhua is not very successful now, but in the past few years, it has accumulated a lot of failed lessons and successful experiences, so we also need to understand and no longer make Fuhua-style mistakes.
The above is a personal point of view for your reference
After more than 100 days of management and improvement of service quality, the hotel has greatly improved its overall efficiency and image, but how to establish a real business hotel, how to “preserve calcium in the source market, marketing strategy and management "How to make a fuss about the second filling of investment is a topic that we urgently need to solve now." What are the high-star hotels? With these questions, on May 19, 2004, Gu was led by a delegation of 7 people to visit the hotel in Weifang, Qingdao. We have visited Qingdao Regent Hotel, Qingdao Seaview Garden Hotel and Weifang Fuhua Hotel.
To sum up in one sentence is that we have to learn Regent's calm, absorb the concept of seascape, and not to make Fuhua-style mistakes.
Managers communicated and felt the deepest is the sea view. As an employee who once worked in the sea, I may know more about the sea. Here are some of my personal views.
Seascape impression:
1) Strict management. If you leave this department, you will fill out the "Departure from the Post" form, and go to other departments to have the "Outside Department Entry and Exit Registration Form". What events are traceable, and the responsibility is clearly defined. In the seascape, there will be a critical time, that is, where the manager must appear at some point to form a system.
2) Allow employees to make mistakes, but never allow fraud. The punishment for falsification is very strong.
3) In the sea view, there are supervised eyes everywhere. There are many supervisory departments here, such as “Enterprise Management Department, Quality Management Department, Enterprise Management Department, Inspection Department, Information Department, and Credit Department”, because it has a management idea that “employees will only do your inspection” and do not check It is like no arrangement. As a simple example, the hotel monitors all calls to identify problems. Therefore, you must be careful when making a phone call in the sea, and you are afraid to say something wrong. Yes, half of the management is inspection, and inspection is for a good development.
4) There are many programs and regulations. Here, we only need to follow the program, and each employee learns to follow the procedure, and asks the superior to ask the superior to take responsibility. In this way, strengthen the manager's sense of responsibility.
The specific analysis is as follows:
First, the source market and marketing positioning and visits to the hotel peers and their own experience, Shouguang's popularity is there, high-star hotels have potential in Shouguang, Shouguang people are also very wealthy, in this sense, in Shouguang built a four-star hotel to feed, and in the long run, the hot spring is definitely a potential stock.
A) In Shouguang, there are many high-end restaurants in social restaurants, but there are still very few high-end restaurants. The high, fine and sharp roads of hotels cannot be lost. But at the same time, it is necessary to put down the shelf and attract the wage earners to eat. Because the middle-income farmers and workers in Shouguang account for the vast majority. The sea view is launched every day to avoid duplication of taste, especially the green products in the dishes, environmentally friendly products, etc., which are very popular among guests. We have to make more articles on vegetables, reflecting the characteristics of Shouguang's vegetable kingdom. We know that Chinese people are psychological, and hotels need popularity. Dining is a sign of the hotel, and guests are most likely to feel the culture of the whole hotel here, so be sure to do it well. Positioning the catering article well and doing it well will be a big article.
B) All of our measures must be made to the goals of the business hotel, regardless of marketing strategy or renovation, must be based on the needs of business guests. Gradually get rid of the passive situation of excessive dependence on government consumption. Shouguang is not a tourist city. Tourists and tourists are not our important source of tourists. They are mainly relative business guests and government guests. The current situation is very dependent on the city government. The receptions of the municipal party committee and the municipal government should be interdependent, but the government sometimes suppresses the price and causes the hotel profits to drop. So we need to focus on developing business guests.
C) Guide the establishment of the club. We will provide consumption in the form of venue facilities along with the city's cultural and educational associations, sports organizations, and non-governmental organizations to establish swimming fan clubs. Change part of our chess room on the third floor to the pool room. I saw that there is a Japanese emperor's office in Regent, and some rooms can be rented out as offices in the current low room occupancy rate. It is also necessary to make full use of the Sunshine International Convention and Exhibition Center as a commercial performance and some expert lectures.
D) Provide personalized service. Improving the affinity of hotel staff is the primary aspect of personalized service. The two hotels we visited in Qingdao are very friendly, removing the rigid shortcomings of standardized services, more human touch and more personalization. Because we are the only one in Shouguang, representing the trend and development direction, we must guide consumption and cultivate consumers in Shouguang.
Second, the staff canteen. The quality of the food in the sea view is not better than ours, but why the employees are satisfied, there is a very important problem in them is that they have made great efforts, the restaurant has a buffet style, many varieties, a lot of flavors, so the employees I am satisfied. In the sea view, I am absolutely not afraid to waste, and the punishment for waste is very strong. And what about us? No money is spent, and waste is serious.
Third, human resources. In the sea view, it is also very "black". On the first day of the report, the first thing is to sign the training agreement and labor contract according to the handprint. In the past three years, the four-year term, the breach of contract is good, the contract is clear, A large liquidated damages. If you go to pay a training fee of 500 yuan, if the contract is breached, the training fee will be gone. On the other hand, I feel better and reasonable. It is more reasonable. The meal fee is 150 yuan per month and the subsidy is 150 yuan. If the contract is breached, the subsidy will be paid. If the normal contract expires, the monthly deduction will be deducted. Fees are paid to employees to reward employees for their contributions during the contract. The staff who have been away from me for a short period of time and are in the probationary period are also close to a thousand dollars. Wages are average in the sea, but the benefits are still very good. Like my hotel is currently difficult to recruit, the staff wants to leave, the loss is serious, why not take a look at the sea view without binding.
Fourth, the hotel should learn the seascape meticulous service Qingdao seascape's meticulous management is very good, each waiter must say hello to the guests, the waiter will travel in a row, the courtyard is dedicated to the staff channel, the staff of different departments They supervise each other and are linked to wages in the quantitative assessment. It is especially strict that the tipper will be expelled as soon as it is discovered. In the establishment of business rooms, the sea view is also the most meticulous, from fax machines to small leather cases, all for the guests to think of the employees before the pre-work class, foreman or supervisor, check each one The staff's grooming, first check the front, clothing, hair, makeup, etc., and then check the back, the employee must move forward two steps from the standing position, then turn around, walk backwards four steps, and finally return to the in-situ check health. The overall spirit of the staff is full and the status is good. When we visited, there were employees who greeted us from time to time and gave a good impression. In the front hall, there are free sweets for guests to enjoy, because it not only satisfies the stomach of the guests, but also relieves the impatience of the guests when the front desk is busy, which is really good for both. All of the employees' daily behaviors are clearly posted in the form, quantified daily, and the quality check is very strict. The seascape has played its usual meticulous management culture. There are “employee metering and behavior specification hanging charts”, “employee evaluation form”, “government open column”, “best employee” and “problem improvement”. Although the development of seascape is now facing a transformation, the economic and social benefits brought about by the quantification and meticulous service are real. Obviously, it is necessary to study the sea view at the current stage of the development of our hotel.
5. The quality inspection method of Qingdao Seaview Hotel, the deepest one I understand is the extensive participation. The quality management work is not something of a certain person in a certain department. It should be the focus of concern of all departments and all employees. In the quality inspection, there must be one reminder, two punishments, and three trainings. Our hotel does have a problem with the implementation difficulties. I have encountered it during the inspection. Some departments are afraid that I will ask them questions. It seems that they are deliberately unable to go with them. I did not expect this to prevent "the emergence of problems", and did not realize that this would be beneficial to the improvement of hotels and individuals.
Sixth, quantitative management, sound management system, sound rules and regulations should be reflected in the management of behavioral norms, that is, the management of the parties should be held in the management of the normative behavior and the results of their actions, in the rules and regulations must be carried out It is clearly stipulated that everyone should be clearly aware of what standards and results should be achieved in doing things, and the criteria for rewards and punishments for their results. Qingdao Seaview Garden Hotel has thousands of rules and regulations and nearly 100,000 words. Each employee's work in each session of each post must be reflected on the form at any time to quantify the score. They put forward the credo of "serving the service with heart and doing things with heart" in the service, working hard on zero-time service, time-limited service and tracking series service, and each link of the service has specific standards for quality inspection. This kind of rules and regulations formulated from the "exceeding self-service" not only won the customers' wide reputation, but also increased the annual turnover by 30% every year. My experience at this point is relatively deep. There are chapters to follow when doing. This is a very important rule for our new hotel. I think this is a matter of urgency!
VII. The case analysis will not find out the cause of the problem, and will not let go of the measures to solve the problem. The responsible person of the accident has not dealt with the opinions. Seaview Garden Hotel is a five-star hotel in Qingdao, the market. The fierce competition has made the hotel deeply aware that the crisis is at hand. In order to save power and face the crisis, the hotel always digs its own shortcomings from various aspects, and timely rectifies the problems existing in daily management and service to gradually improve management and improve service standards. Through the case analysis meeting, the managers and employees of Seaview Garden Hotel formed a good habit of thinking, improved the staff's ability to handle and their own level of ideological awareness, and also enabled the hotel to find loopholes in time and make up as soon as possible. With the accumulation and summarization of experience, the significance of case analysis will promote the promotion of management.
Eight, very good corporate culture I remember that during the training, I learned a lot from the words of the training teacher. "As a hotel, it is convenient for us, and we must inconvenience our guests in some aspects."
Success in service management: drills, drills, or drills; details, details, or details, inspections, inspections, or inspections of four “services”: superiors are subordinate services, second-line services are first-line services; Serve the six criteria for the guests: the superior is the subordinate service, the lower level is responsible to the superior; the lower level is wrong, the superior is responsible; the superior can check the level, the lower level does not allow the leap to ask; the lower level can complain to the higher level, the higher level does not allow the higher level command; the superior cares the lower level The lower level obeys the superior; the lower level evaluates the lower level, the lower level evaluates the superior level, the sea view and the hot spring comparison. The sea view garden hotel hot spring hotel address is located at No. 2, Changhua Hot Spring Street, No. 2, Changhua Road, Qingdao, the nature of the hotel, the self-supporting private opening date July 15, 1989, April 18, 2003 Architectural style European-style courtyard architecture Garden-style architectural style Star rating in 2001, five-star quasi-four-star area, 53 acres, 110 acres, construction area, 28,450 square meters, 48,000 square meters, the name of the hotel South of the sea, villa style unique hot spring water, vegetable town in the One five-star hotel in Shouguang city of Qingdao the only four-star status
In 2003, the income of about 80 million vacant rooms, 197 sets of 220 sets of presidential sets, VIP building, no room price, advanced standard room, 680-1230 yuan, senior suites, 1980 yuan, business suites, 2,150 yuan, luxury suites, 4,200 yuan, sea view suites, more than 5,130 yuan Additional 15% service charge, high standard room 580 yuan, superior suite, 980 yuan, luxury suite, 1680 yuan, VIP building, 8280 yuan, presidential set, 12,800 yuan, above room rate, 10% surcharge, TV signal, multi-language satellite program, domestic satellite TV station Western restaurant breakfast price: 68 yuan / person + 10% service charge Lunch price: 98 yuan / person + 10% service charge Dinner: price: 108 yuan / person + 10% service fee Chinese and Western buffet breakfast 18 yuan / person size restaurant and banquet There are more than 30 first-floor 26 and 18 second-floor rooms that can accommodate more than 1,100 people in 2000 indoor and outdoor seawater swimming pools. The business hours are from 10:00 to 22:00, and the fare is 88 yuan/person and 1.2 meters. The half-price hot spring swimming pool for children is open from 10:00 to 24:00, the fare is 14 yuan/person, 10 yuan/person, 8 yuan/person, and the in-house guest free conference center has more than 300 multi-function halls and different sizes. Luxury meeting room A large international conference center with a capacity of more than 1,000 people and a variety of small meeting rooms. No fuhua-style mistakes.
Fuhua and our hotel are similar in many aspects. For example, all private enterprises invest in, relying on the government, all of which are divided into peak seasons. They are mainly business and conferences, covering a large area, saving energy and reducing consumption. It is a problem. It is true that Fuhua is not very successful now, but in the past few years, it has accumulated a lot of failed lessons and successful experiences, so we also need to understand and no longer make Fuhua-style mistakes.
The above is a personal point of view for your reference
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