Hotel work summary and work plan

The past year of 2001 is an extraordinary year. It is a year of intensive study and practice of "people-oriented, comprehensive and coordinated scientific development concept". It is also the second year of the establishment of our Siyuan Hotel. The year in which Siyuan Hotel established its brand, enriched its brand connotation and enhanced its brand image was a year in which Siyuan Hotel increased its market share. In 2011, our Siyuan Hotel, under the unified deployment of Lin Dong, under the specific leadership of General Manager Liu, under the care of the county party committee, the county government, and the relevant government departments of industry and commerce, taxation, tourism, etc., under the care of the administrative personnel Department, Finance Department, Room Department, Food and Beverage Department, Production Department, Marketing Department, Purchasing Department and other departments , as well as the close cooperation of customers and hotel agreement units, outreach business units and suppliers, all the staff of the hotel are united De, dedication, hard work, enthusiasm, hard work, overcome various difficulties, and achieved fruitful results:

First, the hotel's operating performance has steadily improved compared to last year's significant progress

In 2019, the annual operating income of the hotel completed the annual turnover index issued by the hotel at the beginning of the year, and the annual taxes paid over 300,000 yuan.

Second, the hotel's comprehensive management is increasingly strengthened and improved, and the level is comprehensively improved.

1. Continue to establish and improve various rules and regulations of the hotel.

Re-established and improved the duties of the hotel. Including the improvement of all duties from the general manager down to the general waiter.

Improve the hotel comprehensive management system based on the needs of the work.

This year, the hotel issued the "Comprehensive Management System for Employee Labor Discipline", "Hotel Vacation Management System", "Employee Canteen Dining System", "Employee Work Meal Supply System", "Hotel Material Purchasing Management System", and "Regulations on Hotel Financial Brokerage Law" , "Hotel Health Management System" and other systems. In particular, the introduction of the "Hotel Material Purchasing Management System", the hotel's most of the food ingredients have implemented the supplier's door-to-door supply and procurement classification price market price adjustment system, focusing on improving the deepening reform of the hotel procurement system, saving the hotel procurement manpower, saving Procurement time increases the timeliness of procurement.

According to the actual situation, the hotel has also formulated some technical specifications and operating procedures for each department . For example, the "House Health Management Regulations", "Hotel Pa Mechanics Work Standards", "Hotel Wood Products Maintenance Standards", "Hotel Metal Facilities Maintenance Standards", and "President Energy Saving and Consumption Control Rules" were issued.

It can be said that the hotel has a strong system with high standards and strict requirements, and the implementation is in place, which fully guarantees the normal development of hotel management.

2, hotel quality inspection, inspection work is often unremitting

As we all know, quality is the lifeline of the hotel. In the past year, our hotel has attached great importance to the quality, service quality and management quality of the hotel from top to bottom.

In the first half of the year, the hotel set up a quality inspection inspector leading group headed by the manager of the Finance Department, Li Jinping. In the second half of the year, the quality inspection inspector leading group headed by Liu Liulin, general manager was set up, and the quality inspection of all departments of the hotel was carried out regularly and irregularly every week. And instructed responsible departments and responsible persons to rectify and comprehensively carry out comprehensive hotel quality inspection work. The hotel's comprehensive quality inspection work insisted on at least once a week, and vigorously urged the hotel's daily management work.

3. Emphasis on strengthening the management of the hotel's six permanent management and six-t practice management

The hotel comprehensively implements the “Hotel Six-Current Management Law”, which is “conventional, regular, regular, regular, regular, and regular education”, and has conducted relevant training for employees in various departments . In the second half of the year, the hotel will fully promote the hotel's six-tact management mode, namely “everyday processing, daily integration, daily cleaning, daily standardization, daily inspection, daily improvement”, focusing on the grid spacing of the catering department, the production department and the room department work cabinet. Do a good job in the fixed management of small items, standardize the storage of materials and materials in the hotel warehouse and kitchen, and operate according to the principle of left-to-right operation, so as to prevent expired foods and articles due to irregular operation.

Third, the hotel service level is gradually improving, and the sense of employee service is continuously enhanced.

1. The hotel administrative personnel department is responsible for all-round induction training for new recruits, including hotel basic knowledge, hotel staff fire training.

2. In March, the hotel paid a gift to go to Zhuzhou City's five-star hotel Huatian Hotel to learn the laundry technology. After he returned to school, he wrote a study experience and promoted the hotel staff to learn.

3. All departments of the hotel can actively carry out employee job training and employee job skills competitions every month throughout the year.

For example, the Food and Beverage Department set up a training group to clarify the purpose, practicality and timeliness of the training, formulate training programs, combine theory with practice, and conduct employee training in batches in a new way. Every month, we actively carried out behavioral norms such as employee grooming and courtesy, as well as training and competition for skills such as trays, alcoholism, table setting, serving, and napkin folding; monthly training on hotel management knowledge and safety and health knowledge. Training; weekly food and beverage promotion business knowledge training, etc., and regular assessment.

The Finance Department has always carried out cashier job training and skill competition work throughout the year.

The room department actively carried out the training of various positions of the room attendant and the skills of cleaning the room, making beds, and checking the skills of the house.

Through regular training and skill competition, all departments of the hotel timely corrected the bad operating habits of employees, irregular and unscientific operation procedures, effectively improved the service skill level and service quality of employees, and cultivated a large number of post technology in various departments. expert.

4, the hotel departments in the actual work constantly summed up some hotel service experience, such as the room department through the standard warm message service, wake-up service, home outside the house butler service and other personalized services, satisfaction plus surprise service, and constantly improve The quality of customer service. The food and beverage department staff self-marketing personalized service, telephone greetings or briefings to customers on holidays, and constantly improve the quality of food service, strengthen emotional communication with customers, and promote catering operations.

Fourth, persistently carry out hotel marketing work

The marketing of the hotel is mainly carried out by the Marketing Department and the Administrative Personnel Department. The following work has been carried out with the full cooperation of all departments :

1. According to the annual work plan, the hotel introduced the performance plan of the marketing department. The marketing department took the economic task index as the center and pursued the maximization of economic benefits as the first goal. The marketing system of the department was formulated to implement the marketing task decomposition. Responsible for people, and actively carry out hotel marketing work.

2. Collecting all the strengths of the hotel, continuously developing and innovating marketing channels, broadening the marketing ideas, advocating the marketing model of all employees, continuously improving the enthusiasm of marketing staff for hotel marketing, conducting hotel marketing skills training for marketing personnel, and improving the marketing level of marketing personnel. For example, in order to broaden the marketing channels of hotel marketing, use the information platform of the hotel website to publicize the content of hotel marketing activities; use the Weimei newsletter platform to publish relevant marketing information for hotel series marketing activities; regularly strengthen communication with customers from time to time, to customers Conduct home visits, return visits; establish customer-related files.

3. A series of marketing planning activities were carried out in a targeted manner. For example, in the third and fourth months, the off-season marketing activities will be launched. Student package marketing activities were launched in May. In July, the marketing activities of “Siyuan Yutouhuang” signature dishes, Xie Shiyan and other activities were launched. In August, the “August 1st” military festival was held to celebrate the hotel. Since August, the hotel has launched the 2019 Mid-Autumn Festival moon cake sales and marketing activities. In September, the hotel launched the marketing campaign for the National Day of the Second National Day and the Teacher's Day marketing activities, as well as the marketing activities of Siyuan Lao Hejia Niu Zaicao and Yangcheng Lake “Suting” Hairy Crab. In November, the hotel’s “Single Day” theme party event and the opening of the hot pot city on the first floor were launched. In December, the hotel’s 2011 Christmas Night Makeup Masquerade was held. and many more.

4. The hotel carried out the marketing activities of the first anniversary of the anniversary and the marketing activities of the New Year's Eve New Year's Eve.

5. The second anniversary of the hotel's anniversary and the marketing of the New Year's Eve dinner of the Year of the Tiger were planned in advance.

6. The established wedding team promoted the overall operation of the hotel with point-to-face marketing.

Five, the hotel open source and throttling work has an effective effect

The hotel has issued departmental performance plans for various departments throughout the year to strengthen the cost accounting of each department , mainly for the customer store floor, chess room, laundry room, as well as the food and beverage department, the production department to carry out detailed cost control, saving daily consumables, saving Good daily use of electricity, electricity, etc., has achieved good results.

1. Since May, the hotel has implemented the sub-assembly of hydropower meters for the management areas of various departments , laying the foundation for the detailed calculation of the department's water and electricity costs.

2, the room department is the main revenue-generating department of the hotel, and the same is the department with the highest cost of the hotel. In the spirit of saving is the purpose of creating profits, the room department calls on all employees to start from the self, starting from scratch, to eliminate all waste.

The floor of the room department requires employees to recycle disposable low-value consumables. For example, toothpaste can be used as a cleaning agent. Toothbrushes and razors can be sold to the waste collection station after recycling. The comb can be used after cleaning and disinfection. The casing is recycled and reused.

Each working area of ​​the guest room has set up a switch schedule for lights, air conditioners, etc., which is switched on and used in a timely manner, so that it can be implemented day after day, saving the hotel a lot of electricity bills.

For the departmental budget indicators issued by the hotel, the room department rationalizes the monthly quotas for the collection of items in each district, and tries to replace the old ones with the responsibility.

3. The Food and Beverage Department enhances employee awareness of benefits, strengthens departmental cost control, and saves expenses.

At the departmental meeting, the Food and Beverage Department repeatedly emphasized the importance of departmental cost control, advocated the employee's awareness of efficiency, and strictly required implementation. At the same time, improve the department's purchase system, use system and process, and clarify responsibilities.

Save departmental consumables, and reuse some items after they are discarded. If the towel is scrapped and used as a rag, the tablecloth is broken and the seam is replenished and reused.

Cultivate catering staff to develop good habits and save all the water, electricity, gas, oil and air conditioning switches in the departmental area to prevent waste.

4, the production department usually strictly control the cost of food production, and strictly control the internal cost of the kitchen. Faced with the frenzy of market prices since November this year, the production department made a fuss about the price of vegetables and raw materials, adjusted the structure of the dishes in time to ensure the profit of the kitchen; on the other hand, cooperated with the purchasing department to investigate the market and timely Organizing the supply of goods, storing a large number of low-cost grain and oil, effectively saving a lot of production costs.

Sixth, the hotel logistics support work is full of powerful

1. Procurement work:

There are only two buyers in the hotel. In addition to the daily start-up every day, the wind and rain are unimpeded to purchase, to ensure the hotel's material supply guarantee, the purchasing department also takes into account the other work of the hotel, and the purchasing department is also responsible for helping the laundry room. The task of alien linen. In addition, in the second half of the Purchasing Department, two other employees of the hotel also worked part-time in other positions, like He Zhiyong, who worked part-time as a catering director. He Weihe worked part-time as a hotel security supervisor, and the work was really hard.

In the second half of this year, the hotel procurement work implemented a scientific reform of the procurement system. The main content of the hotel procurement system reform is that the hotel has set up a 7-member purchasing price committee. The main raw materials of the hotel products are supplied by the supplier to the door-to-door delivery. The members of the hotel purchasing price committee carry out the price of the vegetable raw materials market every 10 days. Inquiries, as well as the procurement of work items for hotel items and raw materials. Through the reform of the procurement system, on the one hand, it reduces the procurement cost of the hotel and improves the efficiency of procurement; on the other hand, it reduces the procurement workload of the purchaser, frees the buyer from the complicated procurement trivia, and can devote more energy. Part time job at the hotel. This marks the increasingly scientific and standardized hotel procurement management work.

At present, the Purchasing Department has strengthened the care and management of the purchased vehicles. The procurement vehicles are dedicated to the special vehicles. Each time the vehicles are driven, the mileage is calculated. The fuel-saving technology is adopted as much as possible during the driving process. There were no major accidents in the safe driving of tens of thousands of kilometers throughout the year.

Throughout the year, the Purchasing Department fully supported the hotel's series of measures to improve hardware facilities and several large-scale marketing activities to complete the procurement of related equipment and materials. For example, the upgraded purchase of the Mahjong machine on the 4th floor of the hotel, the addition of the staff canteen seat, the purchase of the hot pot city equipment on the first floor, and the implementation of the new raw material of the hotel “Siyuan Yutouhuang” On November 11th, the "Single Day" dating party party items, raw materials procurement, and the December 24th Christmas night makeup masquerade event items, raw materials procurement.

The Purchasing Department has been supporting and sponsoring a series of marketing activities for the hotel throughout the year, and has made a lot of contact and communication work, which has effectively promoted the development of hotel marketing activities.

Throughout the year, the Purchasing Department assisted the production department to frequently purchase new ingredients from Changsha, Fuling, and Jixian, and continuously developed new dishes and new dishes, and made due contributions to the promotion of the products.

In the past year, the Purchasing Department was able to complete the hotel procurement tasks in accordance with the requirements in accordance with the standard quality and quantity in a timely manner, to prevent all unhealthy and unhygienic counterfeit and inferior articles and raw materials from flowing into the hotel, and fulfilled the job of providing material security for the normal operation of the hotel.

2. Engineering and power operation and maintenance work:

There are only two staff members in the hotel's power and engineering department. In the past year, they have not only shouldered the task of hotel power operation, but also shouldered the maintenance work of the hotel's daily hydropower and engineering properties. The work is very important and quite busy. .

Under the responsibility of the organization of the engineering department, the hotel has done a lot of engineering maintenance work throughout the year, mainly including the hotel's ceiling leaking project, the air conditioning maintenance project of the hotel main building, the hotel exterior wall lighting maintenance project, the hotel hot water supply system maintenance project. , hotel TV security monitoring system maintenance project, hotel kitchen fume pipe cleaning project, hotel sewer dredging project, hotel kitchen gas room leak repair project, hotel first floor juice workshop renovation project, hotel laundry room equipment maintenance project, hotel tenth floor Waterproof renovation and repairing works, hotel building lightning rod re-production and installation works, room door door touch up works, etc.

The hotel engineering department is also responsible for a lot of new construction projects this year. For example, it has spent a lot of money to install the screens of the second and fourth floors of the hotel and the mahjong rooms, and the canopy on the iron bridge of the staff passage. In May, the project to install water meters in various departments of the hotel was completed. In July, the stainless steel workbench with the partition wall of the laundry car was cooled and the laundry was placed in the laundry room. In August, a large fish pond was built in the kitchen, a halogen room was built; a conservation pond for the Podocarpa bonsai was built in the sky garden on the 10th floor of the hotel. A new alarm system was installed at the front desk in September. In November, the front desk installed the new ID card scanner project, the hotel digital TV overall conversion project and the security window production and installation project on the fourth floor of the hotel office building. and many more.

The above work of the hotel's power engineering department ensured that the hotel's power was functioning normally, the hotel's building function was normal, and the hotel's hardware facilities were perfected.

3. Fire safety work:

This year, according to the hotel's annual fire safety work plan of “Siyuan” and Harmony “Siyuan”, the department's fire safety responsibility letter was signed with the department managers at the beginning of the year, decomposing and implementing the hotel fire safety management responsibility. In August this year, the hotel invested more than 6,000 yuan, commissioned Zhuzhou Jindun Fire Media Co., Ltd. to produce and post the hotel fire safety standardization management system and responsibilities, and produced and posted the standard logo of all fire protection facilities. In September, the hotel fire organization leader chart was produced. It is hung in the general manager's office. At the end of this year, it cost 6,000 yuan to ask the experts of the fire engineering company to conduct a comprehensive inspection on the entire fire protection system of the hotel, including the fire alarm system, automatic sprinkler system, fire linkage system, fire hydrant water supply system, fire emergency lighting system, etc. , repair, commissioning, some firefighting faults have been solved, some firefighting accessories have been repaired, so that the hotel fire system is fully operational; in December, all the hotel's 11 dry powder fire extinguishers without pressure have been repaired.

The hotel attaches great importance to the fire safety training of employees, especially the fire training of new employees. The hotel has done a lot of work in the whole year's firefighting training. For example, on January 31, the hotel's foreman and above managers were trained on the basic knowledge of fire safety, such as the operation knowledge of the hotel fire monitoring room, the use of fire extinguishers, and the use of fire hoses. For example, on August 25, the teachers of the Zhuzhou Working Group of the Science and Technology Education Committee of Hunan Fire Protection Association came to the hotel to train employees on fire safety knowledge such as fire engine law, fire management, home fire prevention, and high-level fire escape. On August 26th, the hotel carried out a full-service fire training study on hotel safety fire prevention, fire management, fire equipment knowledge, and hotel emergency fire evacuation plan. In November, the hotel paid a special person to Changsha to participate in the training of the key fire control room operators and patrol officers organized by the provincial fire brigade. In November, I also tried to copy the information of the hotel's complete fire report construction from the city fire brigade through the relationship, filling the blank of the hotel's missing fire report construction materials.

In short, the hotel's fire protection work this year has effectively improved the hotel's fire protection software, improved the hotel's fire hardware, improved the fire awareness and level of the hotel staff, and built a fire safety "firewall" project to standardize the fire safety of social units. Management has enabled the hotel to become an advanced model unit for fire safety management in Zhuzhou County and even Zhuzhou City, laying a solid foundation.

In short, this year around the key fire protection work plan, in line with the "safety first, prevention-oriented" fire work guidelines, improve the fire management responsibility system, straighten out the hotel's three-level fire management responsibility system; The implementation of the management responsibility of the fire-responsible person; relying on education and training, popularizing the firefighting common sense of the hotel staff, improving the hotel's ability to participate in fire management; strengthening the hotel fire safety inspection and daily management to ensure the safety of the hotel side.

4. Safety and security work:

Hotel preservation is the representative of the hotel's external image, shouldering the heavy responsibility of safeguarding the hotel's personal safety and property safety. In the past year, the hotel insurance has completely overcome the difficulties of long-term shortage of personnel. It insists on the safety patrol of the hotel and the daily management of the parking lot, which basically guarantees the safety of the hotel. There is no major accident in the whole year and no major economic loss to the hotel.

In August, the hotel successfully suspended the contractual contract with the original foreign contractor and the hotel successfully recovered the direct management right of the parking lot. On August 5, Liao Huadong found that the lightning rods on the roof of the hotel were blown down by the wind. The first time was reported to the hotel leaders, so that the hotel could solve the safety hazards in a timely manner on the spot.

Bao successfully solved the problem of solving the case and claim of the coffee shop on the first floor of the hotel on March 23, and the passengers broke the hotel's aisle railings and door locks on September 8th. Claim problem. In September, he signed a parking lot coordinator contract with Zhu Zuoliang of the county's five middle schools, effectively solving the problem of insufficient parking spaces in the hotel.

The insurance was responsible for completing the security work of the county CPPCC members during the "two sessions" in February. Responsible for the security task of the hotel on November 6th, the Chinese Academy of Sciences and the National Disaster Reduction Committee experts stayed at the hotel. Completed the security work of the hotel's Singles Day event on November 11. Completed the security work of the hotel's Christmas Eve makeup masquerade event on December 24th. In addition, he was also responsible for completing all the security work of the hotel and the daily work of the guest room and catering department.

The hotel guarantees all the training on the courtesy, behavior and fire protection knowledge. After the hotel's long-term construction of the security team, the hotel's security work has gradually become formal, the work attitude and mental outlook of the security guards have been greatly improved, and the security work has ensured the safety of the hotel.

5. Greening maintenance work: This year, the hotel will continue to hand over the greening and maintenance work on the first floor to the Zhuzhou County Greening Department. The county greening department will send a special person to the hotel for green maintenance in a timely manner. The flowers and trees of the hotel can be normal. Growing.

6. Life management work such as employee accommodation and dining;

The hotel's staff accommodation and dining management work was fruitful throughout the year. The hotel arranged accommodation for nearly 50 employees, arranged a free meal for the staff canteen for more than 100 employees, and arranged a free manager meal for the department head.

In March, the hotel adjusted the dining time of the room staff on the floor of the room, showing the hotel's concern for the staff's life.

In the second half of the year, the hotel added a new ceiling fan in the staff canteen, and purchased a full set of staff dining table and chair facilities. The staff canteen was completely renewed.

The hotel staff canteen and dormitory were re-maintained and equipped with employee lockers and counter lock keys in August to strengthen management.

The hotel issued the "Notice on the supervision of the general duty staff on the management of the staff canteen", the "Notice on Strengthening the Internal Management of Staff Dormitories", the "Hotel Staff Working Meal Supply System" and the "Hotel Staff Canteen Dining System" and other files. The daily standardized management of the staff canteen.

The hotel also convene a birthday party for the birthday of the month.

At present, most of the hotel's male dormitory and catering department female dormitory are equipped with air conditioners. Other dormitories are equipped with fans. The boys' production department dormitories are equipped with drinking fountains. The female dormitories are equipped with washing machines. The staff accommodation conditions have been continuously improved.

7, create a health work:

From July this year, the hotel has responded to the county government's call several times a month, and organized some hotel staff to carry out the provincial-level health county centralized rectification day activities in Zhuzhou County, cleaning and cleaning up the county's Wuzhongmenkou to the county fire brigade along the street. At the same time, we will strengthen the management of the health system within the hotel and actively carry out health compliance activities.

This year, the hotel has signed a contract with Zhuzhou Xinda Pest Control Company for “except for four evils”. The company sends experts to the hotel every week to carry out pest control and rodent control to ensure the hotel's sanitary environment.

8. Other social work: The hotel's family planning, charity and other social work continued the results of last year. Hotel staff are not over-enjoyed throughout the year. This year, the hotel owner donated 40,000 yuan for the construction of a new socialist countryside in Taihu Township at the Taihu Township Association.

9. The chairman of the hotel was recommended by the Zhuzhou County Labor Bureau at the end of the year as the only representative of Zhuzhou County to participate in the first Zhuzhou City Entrepreneur Star Event in 2019. The event is currently being selected.

Seven, corporate culture construction

In the past year, our hotel has been adhering to the unique corporate culture of “Siyuan” and adheres to the “Employee Handbook” as the standard to continuously shape the hotel's good image, enhance hotel cohesiveness, leadership appeal, and employee combat effectiveness, and create “Siyuan” core competition. For the purpose of the goal, the following spiritual civilization construction work was carried out in a targeted manner:

1. Vigorously promote the ideological and moral construction of employees. The hotel has booked "Zhuzhou Evening News" and "Xiaoxiang Morning News" and other newspapers for employees to read and learn the party's policy spirit. It usually calls on various departments to carry out intensive patriotism, team spirit and other fine traditional ideological education, conduct professional ethics and professional discipline education, and establish A lofty world outlook, outlook on life, values, and a professional style of cultivating employees to be dedicated, honest and trustworthy, to serve customers, and to be dedicated.

For example, in May, the hotel administrative personnel department organized employees to watch the video of "Li Qiang: Excellent Staff" in three batches and six batches, and conducted professional ethics training. After the training, each employee wrote a post-view feeling, which was inspired by different degrees. Improve the quality of employees. Some employees' excellent feelings are also posted in the staff canteen for the majority of employees to learn.

In October, the hotel administrative personnel department organized two employees to carry out the ideological and moral education training with the outlook on life and the world view as the main content, which greatly promoted the improvement of the comprehensive quality of hotel staff.

2. As always, strengthen the work style of the staff. The hotel always advocates the enterprise spirit of "people-oriented, common development", regulates people by system, disciplines people with discipline, strengthens hotel management, and improves staff work style and service quality.

The hotel vigorously carries out employees' advanced and advanced activities. The hotel carries out the selection of outstanding employees of the department every month, and the annual outstanding staff selection is carried out at the end of the year. The hotel affixed the photos of outstanding employees to the star column of the staff canteen to encourage employees to advance.

3. In July, the hotel produced more than 40 corporate culture slogan billboards posted on the hotel office building and staff canteen walls; the hotel organization chart was hanged on the staff canteen wall, reflecting the hotel's strong corporate culture.

4. Formulate the “Code of Conduct for Staff of Siyuan Hotel”, let all the staff of the hotel learn and implement, build a harmonious and social starting from the hotel, start from the self, standardize the behavior of employees, and improve the overall quality of employees.

5. In April, the hotel organized two employees to travel to Shiyan Lake in Changsha. As a hotel, the condolences for the hard work of the staff greatly encouraged the employees to work better for the hotel.

Eight, the hotel has emerged a large number of outstanding employees in all aspects, after the year-end selection of room manager Zhao Lan was elected as the "excellent manager" of the hotel in 2010; Luo Lei, Wu Suhuan two comrades elected as the hotel in 2010 "Excellent foreman"; 13 comrades such as Gao Lang were elected as "Service Stars" of the hotel in 2010, we must pay tribute to these outstanding staff representatives!

Siyuan Hotel has now become a multi-functional modern hotel in Zhuzhou County, integrating guest rooms, dining, chess and entertainment, coffee and tea, business meetings and conference reception. Siyuan Hotel now has complete facilities, high-end decoration, elegant style, at least four-star hotel standards on hardware, and software is working hard towards Samsung. Needless to say, the hotel is already the best hotel in Sakaguchi.

No pain no gain. In 2019, our sweat exchanged for a bumper harvest, our hard work brought joy, our efforts paid off, and our hopes were realized. We conclude that the main experience of the success of hotel management services over the past year has been to emphasize the three-word article and achieve two goals of “upgrading”.

Do a good three-word article, specifically:

First, do a good job of the word "goods", which is morality, quality, and brand.

We often say "doing a person in advance", it means to achieve a career, first of all to have good morality. The ancients said: "The person is in the body, and the person who is in the possession is only in virtue." Character is like a tree, and fame and fortune is like a shade. We often think about the shade of trees, but I don’t know the trees are fundamental. Indeed, learning to be a man is the way to success, and personality is the foundation of the cause. Since we live in the world as "people", we are first of all "people". Therefore, if one wants to succeed, the first problem is to learn to be a person. If you can't even be a person, how can you do things well? Bill Gates once said: "I put the character in the first place of all qualities, more than wisdom, innovation, emotional intelligence, passion, etc. I think that if a person's character has problems, this person is not worth it. A company is considering hiring him." He Boquan, president of Guangdong Today Group, said: "The principle of employing people is to have both ability and political integrity, and to take morality first. For example, morality is like the direction and track of a train. It can be like horsepower. Directions, rails are biased, and the greater the horsepower, the greater the harm caused." I believe that without good character, it is difficult to produce good products.

Of course, most of our hotels have good character. They know how to respect others, know how to forgive each other, know how to care for the collective, and know how to work diligently. Do not be blamed for small things, and not forfeited by private interests. Our company needs people with moral character, welcomes people with moral character, we must create more people with excellent moral character! Capability is important, and character is also indispensable. People with good moral character can always win popularity and trust. With the character as a navigation mark, your boat of life can ride the wind and break the waves and reach the other side of success.

We often say that character is the product, and with good character, we are not afraid of producing products of good quality. What is the quality? How is quality coming from? Some people say: Is it tested? Made out? Designed? Managed? Get used to it?

So what is your answer? In fact, no matter how it comes out, the quality goal of zero defects is what we want. However, to achieve the goal of zero defects, we rely on the concerted efforts and serious responsibility, which means that quality is made by all employees. We produce products to be: zero failure, zero waste, zero failure, zero complaints, and finally produce first-class products. The same is true of our services. "Quality is life", this sentence is not a cliché, but a constant commercial sea standard.

Without good quality, the brand is a passive water, no wood. With excellent products, we must create brands and create famous brands. The famous merchant Zeng Xianyu said that he relied on good quality and big brands to achieve success. Now, our hotel brand of Siyuan Hotel has started in Zhuzhou County, but this has not yet reached our goal and become the hotel brand of Zhuzhou City. Our next goal is to further increase the advertising and publicity, so that the "Siyuan" brand will be carried forward, and the reputation and reputation of the hotel will be greatly improved!

Second, do a good job of "winning" words, and winning is a win-win situation.

Anything in the enterprise, I win you lose, I lose you won, not win. The real win is a win-win situation. It is a joy to everyone. Everyone wins and everyone benefits. The so-called corporate win-win here includes three meanings:

1. The company and the customer win-win. The customer is our food and clothing parents, the customer's interests are the interests of the company, let the customer earn money, we can make money. Your salary is not issued by the general manager. It is not issued by the general manager. Who made it? It is a customer! The more our customers, the more we earn.

2. Win-win between the company and its employees. Enterprises need to develop, relying on employees, and only a few leaders are impossible. The purpose of our boss to start Siyuan Hotel is not to rush to make money, but to drink water, to return to the homeland to return to society, increase social employment, and let more people earn money. Only when we work together and work hard can we all make money. This is a simple and straightforward reason.

3. Business and society win-win. For the society to develop, the contribution of the enterprise is indispensable. Enterprises must contribute to regional development, have a sense of social responsibility, be enthusiastic about public welfare, support environmental protection, and establish a good social image. In the end, more people in the community will support us, support us, enable the government to support us, and we will develop faster.

Third, do a good job of the word "he" and harmony with harmony.

The Book of Songs says: "Humble and gentleman, give me a hundred friends." There is a song that "Unity is power---this power is iron, this power is steel, harder than iron, stronger than steel." Unity is strength, this sentence is still the motto of many companies. Unity is strength, unity, and all difficulties can be solved. Unity, any opponent can overcome; unity is power, unite cohesion, combat strength, productivity, and social vitality. If a group does not unite, it is a loose sand. A drop of water will never dry up when it is put into the sea. A person can only be the most powerful when he combines himself with a collective cause. As the saying goes, people are in harmony and Taishan moves. Only when the mind wants to go to one place and strive to make a strong synergy, the economy and society will continue to develop rapidly, harmoniously and healthily. In addition, to be harmonious, you must be disciplined and disciplined. Our disciplinary performance is the collective appearance, the collective voice, the collective movement, the collective expression, and the collective belief.

And, mainly reflects the following three points:

1. The family should be harmonious. The family is the cell of the society, and the family of you makes you feel at ease and work. We are busy every day, but when we get back home, we are noisy, and it will make one person physically and mentally exhausted, which will definitely affect the work. A successful person has a harmonious home. I hope that everyone can handle family relations, family harmony.

2. The departmental team should be harmonious. If you have a good relationship with your colleagues, it will definitely help your work and health. Employees must handle their colleagues' relationships with care, "talking about others; sitting quietly thinking about yourself." In the process of getting along with colleagues, always use this as a guideline. Colleagues must also forgive each other, help each other, and get along well.

3. Society must be harmonious. People are social people. When they leave society, people cannot survive. Therefore, we must have a good relationship with the community and let the community become the soil for our growth. Now that the state advocates building a harmonious society, it is to practice the "people-oriented, comprehensive, coordinated and sustainable scientific development concept", so that the country and the people can live in peace and contentment and share the peace and prosperity of the people.

Achieved two "improvement" goals, specifically:

The first is to enrich the hotel brand connotation and enhance the hotel's external image.

In order to achieve the goal of improving the hotel's good image, we are not talking about it. These are reflected in the basic quality of each employee, every employee's living habits, every customer service, every daily management, the quality of each product, every The improvement of a subtle environment is reflected in the series of marketing activities that the hotel constantly leads the trend, which is reflected in the rich cultural connotation of the hotel. For example, our hotel has started to improve the quality of its employees and closely cooperated with the staff's mental health. This has achieved good results. For example, the hotel’s successful “Single Day” dating party event and Christmas Eve makeup masquerade event have improved the image of the hotel brand.

Secondly, it has improved the market share of hotels and restaurants in Zhuzhou County.

Through the establishment of the brand in 2019, Siyuan Hotel has enhanced its image and expanded its influence. The market share of hotels and restaurants in Zhuzhou County has been greatly improved. In the past year, the biggest significance of the hotel is to fully mobilize the enthusiasm of the hotel talents, constantly temper the team, and through the hard work of the team, continue to promote the consumption of the entire county, improve the sales performance of the hotel, let the hotel occupy the market in the mouth of the mouth The rate has steadily increased. In addition, the hotel has the inherent advantages of the laundry room, tapping the internal potential of the laundry room, and actively explored the business of external linen washing. Now the hotel is the only hotel in the county of Qikou County that has taken over the linen washing business, and seized the external cloth washing in the county. A considerable share of the business market has created a new path for reducing hotel revenues.

The flowers are full of plums and the business is full. In 2011, the achievement of the above work results in the hotel, in general, benefited from the hotel's intimate products, wins, and three words, made these three words; focused on the establishment of hotel brands, the promotion of hotel image and Increased market share.

Needless to say, in the past year, the hotel still has such problems and shortcomings in management, operation, service and other software. We look forward to solving and improving it in the coming year, mainly in:

1. The degree of specialization of hotel management is not high, the management of humanity is not enough, the management program is lack of standardization, the staffing is not enough, etc., especially the construction of the hotel security team is not satisfied, the overall quality of the middle management team can not keep up with the hardware grade of the hotel. The supporting requirements, the management intensity is not enough, the execution ability is not enough, and it is urgent to improve and strengthen in the future.

2. The hotel's work in “open source and thrifty” has not been done deeply. The marketing power of the hotel is thin, the marketing talents are lacking, and the marketing of the hotel system has not yet reached the height it deserves. The hotel has a single income-generating channel. Apart from the operation of rooms, catering, chess and so on, there is almost no other business development. In addition, there is still great potential for hotel cost control, and personal savings in hotel resource costs can be done better.

3. The hotel's comprehensive service level needs to be improved. The overall quality of the hotel waiter needs to be improved. The hotel service specification needs to be further strengthened. The hotel is not perfect in terms of personalized service and detailed service.

4. Employees' sense of competition and crisis awareness need to be strengthened.

5. The hotel's cohesiveness is not strong, the workforce is unstable, the flow of personnel is large, the development of human resources is difficult, and the development cost is high.

6. The coffee shop on the first floor still has not reached the ideal height, and still has not fully exerted its economic benefits. The catering business development on the first floor still has a lot of articles to do.

Initial work plan for 2011

Looking back at the past and looking to the future. 2011 will be a year of opportunities and challenges. The hotel business market is more prosperous, the market competition is more intense, and various difficulties and pressures still exist. The sustainable development of “Siyuan” hotels has a long way to go. With regard to the work ideas and efforts in the coming year, we have the following ideas and plans:

1. Constantly improve the hotel's various rules and regulations and operating procedures, strengthen hotel institutionalization, standardization, and scientific management, improve hotel organization and staffing, improve hotel staff performance appraisal, and let the hotel “star” embark on the road of rapid development. .

2. The hotel will vigorously promote Siyuan's unique corporate culture, establish the business philosophy of “customer is God”, carry forward the work spirit of “serving with emotions and doing things with heart”, emphasizing more humanized, professional and standardized hotel management services. Continuously strengthen the training of employees, improve the quality of employees and comprehensive quality, improve the level of hotel management, management and service, continuously build the core competitiveness of the hotel, and continuously improve the reputation and reputation of the hotel.

3. In order to improve the hotel's comprehensive management level and strengthen the management of various daily affairs of the hotel, the hotel plans to set up six supervision teams, which are affiliated to the hotel quality inspection inspector group, namely the employee's home group, public relations and customer intelligence team. The fire protection and engineering environmental supervision team, property hardware maintenance team, skill training and grooming instrument team, quality supervision and monitoring team will greatly promote the hotel's comprehensive quality inspection work after the formal implementation.

4. The hotel pays more attention to the construction of the middle-level management team of the hotel, emphasizes the executive power of the middle-level management personnel, emphasizes the horizontal cooperation and communication between various departments and management personnel, strengthens the internal teamwork of various departments , and improves the work efficiency of the hotel's large-scale activities.

5. Continuously improve the fire safety and software of hotels, establish and improve various fire management systems and fire information files of hotels, strictly implement fire safety inspections, eliminate fire hazards, ensure fire safety of hotels, and strengthen the construction of hotel preservation style to create a standard The team of combat strength ensures the safety of the hotel and personal safety.

6. The hotel will continue to implement the performance management of economic indicators of various departments .

7, the hotel will continue to do a good job of "open source and reduce expenditure". On the one hand, the hotel will strengthen the management and control of various costs and expenses, emphasizing starting from its own, starting from small things, doing a good job of energy saving and “consumption”; on the other hand, trying to use the hotel platform for business development of hotel operations. For example, continue to do the "open source" work such as the sale of Mid-Autumn moon cakes.

8. The hotel should improve the operation of the coffee shop on the first floor in 2019, further develop the operation of the special hall on the first floor, and enhance the overall business popularity of the hotel.

9. Plan to build Siyuan Hotel into a bridgehead for business exchanges and cultural exchanges between the Zhuzhou County Chamber of Commerce and the Guangdong Chamber of Commerce and the Hong Kong General Chamber of Commerce, to promote the investment attraction of Zhuzhou County and improve the hotel's social image.

10, the hotel continues to strictly control the quality of raw materials procurement, the storage of good warehouses, the quality of good dishes, the positioning of good food, the quality of room service and so on.

11. The hotel strengthens the management and maintenance work of power and engineering operation and maintenance work, and does a good job in logistics service guarantee.

12. Strengthen the training of employees and improve their professional quality and overall quality.

13. The hotel constantly attaches importance to system marketing and continuously expands its marketing power. The marketing department must unite the food and beverage department, the guest room department and the kitchen to do a good job in the three major consumer marketing activities of the hotel “group meeting, zero FIT, banquet reception”, and make good holidays. Hotel marketing cards, do a good job in hotel marketing; establish and improve vip customer files; at the same time, the hotel's overall business philosophy must focus on creating a beautiful, comfortable, safe and convenient consumer environment, giving full play to the hotel's healthy, environmentally friendly and fashionable restaurant features. To take advantage of the hotel's facilities, high-end decoration and other guest rooms, improve the hotel and popularity and reputation, attract more customers to "Siyuan" consumption in "Siyuan", let Siyuan Hotel truly become the leading hotel industry in Zhuzhou County!

In order to achieve the hotel's work plan for more than 2019, the hotel emphasizes four aspects of work here:

I. Emphasize that 2019 is the year of the brand name of Siyuan Hotel.

1, the background of the bright card

If 2019 is the brand creation of a hotel and establishes a brand stage, then 2019 is the stage of the hotel's true all-round display of the brand image. By the 15th of January, 2019, the hotel has been in business for two years. According to the hotel's original "one year loss, two years of flat, three years of profit" concept, 2019 will be the year of hotel business profit. The overall business idea of ​​Siyuan Hotel has been to promote the operation of rooms through catering consumption, and the hotel's current catering is facing the impact of “Yanlou East|”, “Hesheng” and “Dayou Restaurant”. Based on the increasingly fierce competition in the restaurant industry in Qikou Town, Siyuan Hotel has only continuously tapped the potential inside, and has established the brand image of the hotel, showing the unique charm of the hotel brand and building the core competitiveness of the hotel. The hotel can be based on the market.

2, how to show cards

Increase training, improve the overall quality of employees, enhance hotel reception capacity, improve hotel customer satisfaction, and improve the credibility of hotels in the industry market.

Do a good job in hotel marketing planning and put into practice to gain more market share.

Duplicate problems are not allowed. The hotel should formulate a handling mechanism for the occurrence of repeated problems. If there are problems, it must be rectified quickly. It is necessary to adhere to the "three-in-one principle" and follow the "closed-loop principle" and form a habit. The principle of "three not letting go" is that the problem has not been found and the cause has not been let go; no responsible person has been found to let it go; no corrective measures have been taken. This is to learn how to find a solution to the problem. The principle of "closed loop" is to adhere to the complete chain of "planning - implementation - inspection - improvement" four links, and truly realize the work efficiency of solving problems.

The management personnel took the lead in setting a good example, and implemented the final elimination system of work performance, "the ability to go on, the level to let, the mediocrity." If the last one of the individual performance appraisals for three consecutive months is dismissed or downgraded, the first place for personal performance for three consecutive months will be rewarded. The hotel must constantly build a strong middle management team to build team strength and improve the execution of hotel decisions.

Continue to build excellent departments , between departments and between employees to promote each other, and advocate the role of advanced model.

Second, stress that 2019 is the output year of the hotel's perfect mechanism process

In the past 2019, Siyuan Hotel relied on experience and inertia to operate, and constantly established and improved the hotel management mechanism. In 2019, the hotel mechanism will be more scientific and standardized, and it will be a year in which the hotel's mechanism of continuous optimization and accumulation has really worked.

1. The concept of mechanism: We often say what market mechanism, competition mechanism, and employment mechanism can be understood as institutions and institutions or systems plus methods. In addition, the mechanism can also be understood as a feasible strategy for solving practical problems, ensuring effective implementation of the target, mobilizing the enthusiasm of all employees, creative incentives and rewards and punishments.

2. The concept of the process: The process is a program from the beginning to the end of the job, and all the standards in the process, including time, place, quality, requirements, inspection and other elements. The implementation process is actually a process of standardizing work steps. The hotel's existing business processes must be continuously optimized, scientific and perfect. Hotel business processes should be reorganized and integrated with customer satisfaction as the standard. Integrating a streamlined business flow has four major benefits:

It is the enthusiasm that can greatly mobilize the work of employees.

It is able to make rational use of information technology, accelerate the transmission of internal information and the integration of external information, promote horizontal communication of information, share information resources, and better serve hotel management.

Achieve people-oriented team management.

Promote a process-centric, customer-oriented, market-based competitive landscape within the hotel.

In short, in 2019, all departments of the hotel should improve the standardization of management. All departments should cooperate with the administrative personnel department and the hotel quality inspection and inspection team to complete the organizational chart, staffing, departmental culture, departmental characteristics, departmental duties and work processes of each department . , departmental system, incident control points, inspection standards, reward and punishment standards, training and assessment, compensation and benefits, etc., as the basis for the performance evaluation of departments and employees and rewards and punishments at the end of the year.

Third, stress that 2019 is the year of building a strong team of hotels

1. What is a team? A team is a community of two or more people. The community has an established goal and uses each member's knowledge and skills to work together to solve problems and ultimately achieve this goal.

2. Reasonably choose team leaders and members.

3. Form a culture, system, and work method that the team agrees with, and standardize team behavior.

4. Focus on the establishment of team performance.

5. Create a correct mentality for team members to progress in harmony.