2012 hotel year-end work summary

First, make all preparations work conscientiously to ensure that the hotel is opened on time.
From February 21, 2019, the municipal party group decided to build the hotel to officially open on April 16. There was only a short period of more than 40 days. In the absence of the hotel, employees need to recruit, goods need to be purchased, and various rules and regulations. And the workflow needs to be established. Faced with a large amount of preparatory work in these various aspects, coupled with the lack of experience in the preparation of personnel, it can be said that time is tight, tasks are heavy, and there are few people. Whether it can be opened on time, like a stone in the hearts of hotel leaders, but did not hesitate to reach a consensus, the decision of the party group of the municipal bureau is the order, the time is tight, the task is heavy, and we must resolutely complete it on time. To this end, a group of hotel leaders actively thought about ways to seriously study and comprehend the preparation plan, and led several people who were temporarily recruited to work overtime and work day and night.
First, a preparatory group for the establishment of the preparatory group was established. The group meeting was held four times to study and formulate the preparatory work plan; the research and development of the project plan for the procurement of goods; the research and development of the recruitment and training program for temporary workers; the establishment of the salary standards for temporary workers; The current work focus and work ideas of a period. These work will be formulated in a time-scheduled schedule, and implemented on a daily basis to ensure that the hotel is opened on time and received favorable comments from the leaders of the provincial and municipal bureaus.
The second is to set up an article procurement leading group, which is responsible for the implementation of the item procurement plan. With the support of the board of directors, in a short period of more than ten days, together with the relevant department comrades in charge of supervision and financial planning, the collective procurement of more than 2,000 varieties of the 13 categories was carried out, in accordance with the provisions of the ICAC. It is required to carry out bidding and procurement in strict accordance with the regulations for bulk commodities that require government procurement and control, and organize personnel to be organized in time.
The third is to complete the recruitment work on time. Recruitment is the highlight of the hotel's preparation work. Whether it is possible to recruit high-quality personnel and get it in time is the key to whether the hotel can be opened on time, and it is also the guarantee for the smooth development of the hotel. . To this end, we have done the following work seriously: 1. Make full use of newspapers, radio and television for advertising, as much as possible to let more people know about the recruitment of the hotel; 2. Set up a recruitment team to carefully understand the candidates The basic situation is strictly controlled according to the requirements of the hotel; 3. Organizing physical examination to ensure the health of the employed personnel and avoiding the entry of infected patients; 4. Military training for newly recruited personnel, the main purpose of this is to strengthen the overall staff Concept and organizational discipline, after four days of military training, achieved relatively obvious results. 5. Organize newly recruited personnel to go to the province to open a pre-employment business training. After 22 days of internship, the newly recruited personnel have initially mastered the business knowledge of the prescribed positions and enhanced their working ability. The entire recruitment training lasted for more than 30 days, and a total of more than 110 employees were recruited and trained, which laid a good talent foundation for the opening of the hotel.
Second, formulate various rules and regulations, and gradually improve internal management.
Rules and regulations are an important guarantee for strengthening hotel management. To this end, the hotel attaches great importance to this work, and has formulated a series of rules and regulations such as job responsibilities and work service procedures in various departments. At the beginning of the opening, due to the lack of professional quality management personnel in the hotel, the rules and regulations of individual departments are not very realistic, there are work loopholes, and some departmental rules and regulations have not been perfect. The hotel is constantly adjusting in the work and operation in light of the actual situation. And with the "provincial Kailai Hotel", "Aerospace Hotel" "Jingfu Grand Hotel" and other peers exchange learning, learn from experience, learn from each other, make up for loopholes, so that the hotel's rules and regulations continue to be improved and improved. The hotel finance department first formulated a practical and feasible financial system, perfected and perfected the job responsibilities of the various positions of the hotel finance department, and made the whole hotel's finance, supply, custody, and employment work in an orderly manner. ,in Apple pie order. They also established a complete set of computerized financial accounting system suitable for the financial accounting and management needs of the hotel, based on the actual needs of the hotel accounting, through continuous discussion, revision and repeated practical application. In order to make it easy for every employee of the hotel to have a detailed understanding of the hotel's rules and regulations, the hotel has compiled the "**** Hotel Staff Handbook", which is distributed to the hands of every employee who is in the store to enable them to follow the rules. Use rules and regulations to constrain your behavior and clarify your rights and obligations. In order to make the management level of the hotel to a new level, in December the hotel also hired professional management personnel with high salary, carried out comprehensive reform of the hotel, introduced the early routine meeting system, quality inspection and assessment methods, and manager attendance check-in. A series of new rules and regulations, such as the system and departmental work logs. The formulation of these systems has strengthened the management of personnel at all levels and has played a good role in “managing people with the system”. The spirit of the hotel staff, behaviors, environmental hygiene and many other aspects have been raised to a higher level.
At present, the hotel has issued more than 40 rules and regulations for various duties, regulations, methods, procedures, etc., and has set clear standards for each person's duties, responsibilities, and goals, and has made corresponding responses to violations and violations. Penalties. It has been done for every job and every work link, and there are rules to follow.
Third, strengthen the quality training of personnel and strive to improve the quality of service.
Training is an effective means to improve the quality of employees and a basic work to improve the quality of services. When the hotel was first established, most of the first batch of staff members did not have experience in hotel work, and the high-level management staff became even more scarce. In addition, the hotel was a highly mobile industry, especially the food service staff. The talents are hard to find, and the low-quality personnel can hardly meet the needs of the upper level of the hotel. In practice, the hotel leaders realize that strengthening the training and education of personnel is the key to improving the service quality of the hotel and the foundation for promoting the survival and development of the hotel. To this end, at the beginning of the hotel opening ceremony, the staff were trained in militarization, standardized training and systematic theory, and all-round training and internships were carried out in four-star hotels, and the training certificate was obtained. This will play a certain role in the rapid acquisition of Samsung foreign-related hotels after the hotel opened. In the usual work, various departments also organize internal training, assessment and technical competition according to their respective work characteristics, such as: English training, Mandarin training, smile service training, and catering room business training. New and old employees also pay attention to doing a good job of helping the band and implementing "one-on-one" training, which has played a very good role in the rapid mastery of the new employees. The hotel also took the approach of going out and coming in, sending hotel management personnel to study in ***, and inviting professional managers from the province to come to the hotel for guidance training. These measures not only greatly mobilized the enthusiasm of employees, but also further improved The management level and service quality of the hotel.
The quality of service is the fundamental guarantee for the hotel to carry out effective market competition. In order to improve the service quality of the hotel, the hotel has set up a quality inspection team to conduct comprehensive supervision and inspection on the service quality of the hotel, and to formulate health inspection standards and service terminology in combination with its own actual conditions. A series of quality inspection standards are issued to all departments. According to these standards, the quality inspection department supervises and inspects them, and promptly informs them of the rectification. At ordinary times, the hotel pays attention to the introduction of new service concepts to employees and promotes personalized and affectionate services. In July and August, we launched a quality service month event, hanging banners in the hotel lobby, asking customers to give valuable advice on the service quality of the hotel, and conducting quarterly star and excellent waiter appraisal activities. The launch of this event further established “quality” among employees. The first "thinking" also motivated employees

Work passionate. In XX, the hotel rated a total of 26 stars, excellent waiters and advanced workmen. In the employees, we have promoted a good atmosphere of hard work, study business, and standardize services.
Fourth, increase publicity and marketing efforts, actively seek to cultivate customer sources, and strive to improve service awareness and comprehensively establish a good image of the hotel.
Increasing the visibility of the hotel and cultivating its own fixed source of tourists is a basic prerequisite for the survival and development of a hotel. When the hotel was first opened due to lack of experience, it did not pay attention to its own propaganda, resulting in the room department has been in a low period of several months of opening, the room income is not ideal, and it is around six or seven thousand per month. Soon the hotel realized this and set up a marketing department in time to increase its own propaganda. At the same time, actively seek out customers, do market research, analyze the city's competitive situation in detail, and sign a fixed agreement with a number of units. In addition, we also pay attention to using the media to promote ourselves, play TV commercials, make advertising signs, make brochures for propaganda restaurants, and issue a series of promotional measures such as dishes. After "May 1st, National Day Golden Week", "Songdu Cultural Festival", "Guanyin Temple Meeting", "Provincial Agriculture and Forestry Conference", "He Da University Celebration", "Receiving "The Same Song" Drama", "Chrysanthemum Flower Club" During the period, he received 15 national satellite TV reporters and a Henan province export tax rebate training course for a total of six months. Not only has accumulated rich work experience for the hotel, but also played a very good publicity role for the Kailai Hotel, contributing to the improvement of the hotel's popularity and the establishment of the city's beautiful image.
After the hotel opened, according to the long-term development of business management, the hotel quickly submitted the application of “three-star tourist foreign-related hotel” to the relevant departments, and used this activity to actively improve the hotel's hardware facilities, and at the same time, according to the three-star standard. The construction of the software was strengthened, and the hotel passed the inspection and evaluation of the three-star foreign-related hotel in just 18 days, and the listing ceremony was held on May 16. Greatly improved the visibility of the hotel and broadened the hotel's business channels.
In September, the hotel launched a full-sales sales activity and developed a set of full-sales sales incentives, which made the hotel show a good situation in which everyone cares about sales and everyone participates in sales. The hotel also overcomes the shortcomings of the limited reception capacity of the hotel, and has played a joint strategy. It has cooperated with the *** Hotel, which is close to the scale, to receive large-scale conferences and teams, which not only adds benefits to the hotel, but also strengthens the hotel and The exchanges between the same industry reflect the spirit of cooperation of the hotel. Since its opening, more than 50 customers have signed a fixed agreement with the hotel, which has made the hotel a stable source of customers, providing a reliable guarantee for the steady growth of hotel sales revenue. The annual agreed customer spending in the hotel accounts for the total revenue. 15.35% or more.
In order to make the hotel not limited to this small area of ​​the city, let the outsiders know the hotel, the hotel also actively sent people to participate in the “Tourism Fair” organized by the Tourism Bureau, and sent more than 300 copies of the information. Dissipated in Shanghai, the participation of this event not only promoted our own hotel, but also learned the advanced experience of foreign counterparts, laying a good foundation for further market development in the future.
Fifth, earnestly do a good job in financial accounting, and strive to increase efficiency and save financial work is a very important job in hotel operations. To this end, the financial department pays attention to financial analysis and accounting. Ensure that each data and financial information is accurate, true, timely, complete and reliable, so that hotel leaders can keep abreast of the hotel's operation, determine the use of funds reasonably based on income and cost, and establish the hotel's business direction. At the same time, we also actively completed the checkout of accounts receivable, and dispatched special personnel to cooperate with the marketing department to ensure the timely realization of hotel income and ensure the normal operation of the hotel's production and operation.
Reducing expenses means increasing profits. Although it is important to increase income, it is also necessary to save money. The hotel calls on all employees to regard themselves as the masters of the opening, to establish the idea of ​​taking the store as their home, so that everyone can save a drop of water and start the electricity. In addition to the use of the guests, the people will go out and the water pipes will run out. Turn off, usually pay attention to the maintenance of various facilities and equipment, find problems and timely repair, not because of the unmanned management of the hotel's energy waste.
The purchasing staff of the goods firmly establish the spirit of ownership, strictly control the purchase, and adopt the method of comparing goods in the horizontal direction to minimize the loss during the purchase of goods. Regular market research is conducted on the supply of some commodities. Under the premise of the same quality, In strict accordance with the hotel's operating procedures. At the same time, it has established a good reputation and cooperation relationship with the supply unit to ensure the purchase of low-priced and good-quality goods, effectively eliminating counterfeit and shoddy goods, and indirectly winning economic benefits and social reputation for the hotel.
The housekeeping department implements a recycling management system for disposable consumables, requiring floor sanitation staff to use the disposable items in the process, the unused ones are no longer replenished, the guests do not check out and continue to use, the room recycling soap, pa and laundry The room continues to be used, and the unused toilet paper allows employees to reorganize and replenish the room, saving the hotel cost and increasing profits. The laundry room can wash the shirts and small items of the guests by hand, save water and electricity, and reduce costs.
6. Do a good job in security and equipment maintenance and repair work to ensure the effective operation of the hotel's normal business. As a public place, safe operation is the overriding responsibility of the work. In order to ensure the smooth operation of the hotel, the guests, hotels and employees are guaranteed. Life and property safety, ensuring that all doors have done a lot of work in safety and security, and formulated a series of safety rules and regulations, such as "fire safety management system", "management duty management system", "guest check-in system", "daily safety" The inspection system, the "fire protection facilities maintenance system", etc., the relevant personnel will "safety is more important than Taishan" in mind. Especially in the face of the two major political reception tasks of "The Same Song" and "Songdu Cultural Tourism Exhibition" this year, the leaders of the administrative department led the security team members to work four days and four nights in a row, strengthen the management of the parking lot, and command the vehicles to park by position. To ensure the smooth flow of vehicles, no accidents, the successful completion of the security mission, and won a good reputation for the hotel.
Since its opening, the hotel has always paid attention to the maintenance and maintenance of equipment and facilities. In order to ensure the integrity of the equipment, the engineering department is on call, ensuring that the big faults are not over the sky, and the glitch is not enough, basically guaranteeing the normal supply of water, electricity and gas. And completed the transformation of 9 engineering projects:
1. The exhaust system of the public toilets on the first and second floors of the main building;
2. The installation and installation of the hot water system in the machine room and the main building;
3. Renovation, new installation and exhaust device of the kitchen lighting control system; air conditioning power supply, ice making system;
4. Equipment heating device, exhaust air, ventilation device and air conditioner in the laundry room;
5. Hotel broadcasting system installation;
6, the room power line check high speed multiple places;
7. New sauna water supply metering device;
8, modified sauna spray pump power supply control system;
9. Newly installed bath center fire emergency lighting and fire marking system.
7. Care for the lives of the employees and strive to create a harmonious, healthy and healthy working environment. Political work is the lifeline of all economic work. Hotel leaders have a deep understanding of this. We often ask and organize employees to conduct political studies, carry out discussions on the spirit of the "three represents" and the 16th National Congress of the Communist Party of China, so as to deepen understanding, raise awareness, and continuously improve political and ideological awareness. At the same time, it also actively echoed the call of the Tourism Bureau and the municipal government, and launched a civilized service competition and industry.

Wind review activities, tourism market, fake play, non-activity, etc. The whole store has presented a scene of seeking truth from facts, uniting and forging ahead, and health and upward.
Caring for people's lives and paying attention to working methods are effective measures to mobilize employees' enthusiasm. This hotel leader pays equal attention to the benefits of business. Shortly after the opening of the hotel, in the case of very difficult operating expenses, the employees’ wages were never owed, and some benefits were paid for the employees. The cosmetics were distributed to female employees every quarter. During the Mid-Autumn Festival, mooncake tickets and bonuses were also distributed to employees. In order to facilitate work and life, the hotel also allocates a special amount to subsidize the employees' food. According to the work characteristics of each department, the staff is provided with 4 times of dining time each day. Each meal has different flavors. To respect the national customs, each meal is prepared. There are Hui people's meals, try to achieve the satisfaction of the employees, and fully guarantee that the employees are devoted to the work with plenty of energy.
In order to cultivate the corporate culture of the hotel, enhance the cohesiveness of the company, and at the same time show the company's corporate image to the outside world, cultivate the patriotism of the hotel staff and love the hotel. On the 2nd and 2nd, the hotel held the first flag-raising ceremony of the **** Hotel; the hotel party branch was established; the hotel's newspaper "Window of the ***" was created; the New Year's party for hotel staff was held at the end of the year. The activities made the hotel staff realize the warmth of the hotel as a big family and promoted the construction of the hotel's human culture.
Eight, the problem
1. The overall level of staff quality is not high, especially the lack of professional management talents, resulting in loopholes in management, low quality of service, weak service awareness, and complaints from customers.
2. Marketing efforts are not enough, marketing awareness is lacking, marketing methods are single, and the fixed customer base is not large.
3. The implementation of the rules and regulations is not firm enough, and there are randomness and care for the face. Failure to truly do the lazy, lazy, lazy, there is still a phenomenon of doing good and bad. The management mechanism has yet to be further improved.
4. Management fees and non-operating expenses are still high, and there is still room for compression. Further strengthening of cost accounting is needed to save costs and increase efficiency.
The above problems mainly exist because the leadership lacks hotel experience, the business technology is not skilled enough, and the management work has not kept up. In the new year, we must change our concepts, intensify our efforts, overcome existing problems, and open the work of the hotel. Take another new step.
9. Main work for next year:
The mission goal of 2019: plan to achieve an operating income of 5.5 million yuan, guarantee 5 million yuan, and plan to achieve a net profit of 550,000 yuan.
1. Increase management in all aspects, continue to improve various rules and regulations, work processes, and gradually establish incentive and incentive management with “institutional management” and “salary level” as the main content according to the standards of star-rated hotels. mechanism.
2, increase the intensity of training, take the approach of going out, and further on-the-job training for the majority of employees. Individual middle-level backbones also have planned assignment training. At the same time, it is necessary to hold a large-scale training for the post, conduct examinations every quarterly, establish a position model for the competition activities, consolidate business skills and improve service quality.
3. Accurate positioning, change concepts, and increase marketing efforts. Develop marketing plans based on different seasons. Pay attention to stabilizing old customers and developing new customers. Re-integrate the marketing team and establish a large-scale marketing network that focuses on professional marketing personnel and mobilizes all employees for marketing. And establish a corresponding reward mechanism to maximize the enthusiasm of each individual.
4. Pay attention to strengthening the maintenance of facilities and equipment; earnestly grasp the safety and crime prevention work of fire prevention, theft prevention, food poisoning and vehicle accident prevention; give full play to the role of hotel party organizations and trade unions, and maximize the enthusiasm of each employee. .