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A hotel building - summary of work in the first half of XX


In the first half of the year, in the first half of the year, the company under the correct leadership of the **** Party Committee, focusing on the work ideas and goals put forward at the beginning of the year, insisting on developing business and improving the service quality of enterprises, Management. With the joint efforts of all employees, from January to June, ** turnover revenue has reached 10,000 yuan, up *% year-on-year; housing rate *%, up 1% year-on-year; average house price * yuan, up year-on-year* %. And in the peers to create a certain degree of visibility, and achieved good economic and social benefits. First, strengthen education and training, and strengthen the workforce. After more than a year of operation, the ** building has basically entered a mature development path. In order to better strive to build a service brand, we will further establish a "every guest-centered" service concept. In the first half of the year, the company took the civilized normative activities as a breakthrough, and took the approach of “training is the theme of the hotel forever” and “quality is the life of hotel products”, and adopted the method of “please come in, go out” and pay close attention to the employees of the building. Training and training, strengthen the staff of the team, and constantly improve the standard of service. 1. Adopting centralized training, special training, and individual instruction training for employees, which has greatly improved the awareness of employees and hotels, and further deepened the service concept. The voiced smile has become the conscious action of employees. For what is a personalized service, from the sensibility to the rationality has an image of understanding, the entire building has formed a "good work to make customers satisfied" good atmosphere. This has deepened the comprehensive combing and improvement of the staff's previous job training, departmental training, and team training from theory to practice. In the past six months, the number of employees trained in the building has reached **. 2. Increase the batch delivery training for departmental managers and above, conduct closed training for 10-20 days, learn modern hotel management expertise, and greatly expand the knowledge of management personnel through systematic training and education, and enhance business. Skills and management awareness, management management has been further improved. 3. In order to promote the rational throttling of labor resources, strengthen the coordination and cooperation between posts, and focus on cultivating generalists to effectively cope with and solve the emergency situation caused by the temporary shortage of personnel in a specific post, so as to be prepared. We asked the relevant departments to try a multi-functional interlaced training and establish corresponding training records. We have gained from this work so far. In the first half of the year, there was a large flow of personnel in the PA group. However, due to the training work, we successfully passed the temporary difficulties and did not affect the normal development of the service work. 4. Put the “first question responsibility system” into practice. According to their actual conditions, each department has compiled some information on the knowledge of “should be known” and conducted timely training for employees. Try to solve all the problems raised by the guests as much as possible, so that you can answer all questions and eliminate the phenomenon of pushing and pushing. At the same time, through the daily training morning session of each post, inform the hotel of the name of the meeting, important rooms and other information on the day, so that guests can enter the store and ask any employee to get an answer. 5. As the number of foreign guests staying in the building continues to increase, it is forced to require us to have a good level of business reception. To this end, in addition to regular foreign-related registration training, we also actively encourage employees to learn foreign languages. And carry out the daily use of the reception desk and collect the hotel profiles as the training content. The employees with strong speaking ability are responsible for “teaching, helping, bringing”, regularly organizing the relevant departments to conduct English learning exchange and pairing, and integrate foreign language training into the monthly. Assessment mechanism. Through mutual exchanges and mutual help among employees, not only has everyone's foreign language standards been improved, but also the spirit of solidarity and mutual assistance of the "Wooden Civilization Demonstration Post". In the first half of the year, the building received a total of **% of foreign guests, up **% from the same period last year. Among them, foreign guests were up **% year-on-year; Hong Kong and Macao overseas Chinese were up **% year-on-year; Taiwanese ** people were up **% year-on-year, and this number is also among the top hotels in the same size. To this end, the building will hold the Yingbo English Speaking Knowledge Competition during the Western Expo in June to stimulate the enthusiasm of the staff to study the job skills and dedication. 6. In order to ensure that the training is targeted, we have carried out daily uninterrupted quality inspections. And establish a three-level inspection system for departments, supervisors, and foremen, standardize the inspection content, and promote each service in place. At the same time, the duty manager supervises the hygiene of the public areas and the courtesy of the employees on a daily basis. The general manager's office leads the department managers to conduct spot checks from time to time. Through quality inspection, timely and appropriate education, so that the training work is not limited to the classroom, but more practical and targeted. 7. According to the actual situation of the building, combined with the fire and other cases, implement the three levels of safety production training and education of buildings, departments and teams. The number of participants in the training and examinations reached 81, accounting for more than 90% of the total number of people in the building, enabling employees to truly master the “three understandings and three meetings” of fire prevention and safety work and the disposal methods of emergency plans. In order to improve the management level of the company and improve the overall quality of the team, it has played a positive role. 8. While doing a good job in business training, we pay attention to strengthening employees' professional awareness and improving professional ethics and professionalism. To make the employees understand that providing enthusiasm, civility, meticulous and thoughtful service to the guests is not only a professional ethical requirement, but also a duty we should fulfill; understand the "all guests-centered" service concept; understand that we must touch each one with enthusiasm and integrity. In order to win the guests' full understanding and respect. Deadline*Day statistic: **% of building room sales**, including: ***%, ***%; team**, accounting for *%; average room rate*, receiving domestic and foreign guests **People times, including the number of insiders and the number of foreign guests, and second, strengthening market marketing, constantly adjusting the structure of the source of customers. In the long run, the company earnestly performs economic growth and sustainable development in the sales of the bank. The balance of music; do a good job of balancing housing prices, adjusting the structure of the source of the source, committed to the development of new customers, to maintain the stability and expansion of the source group. And do the following work: 1, do a reasonable schedule in the peak season, maximize sales. In the first half of the year, before the arrival of the Spring Festival and the May Day holiday, we grasped the range of house price adjustments during the peak season of each hotel, and compared the occupancy rate during the period of the building during the long vacation period, and formulated the peak season housing prices for this year. With the cooperation of all departments, we actively contact with customers and adopt daily forecasting methods to control the house. This will not only satisfy the reservation center, but also enable the agreed guests and the door-to-door occupants to stay in a reasonable and effective proportion. Avoid the surge in the peak season and the chaos, affecting the quality of service. The building has maintained a high occupancy rate during the long holidays and peak seasons, and all major customers are satisfied with the building reservations. 2. Organize the archives of the unit history of the agreement, and renew the contract after the price adjustment. This year, the building has adjusted the unit price of the agreement for the third time since its opening. Although this adjustment will not have a significant impact on the sales performance in the peak season, in the off-season, for the agreement units whose occupancy rate accounts for more than the total ratio*, But it has a big impact. If you do not adjust the unit price of the agreement, it will increase the operating burden of the building. To this end, we have sorted and classified the agreed units in the building of the ** year through the guest history archives. After consultation, it was confirmed that after the agreement was signed, more than 400 units staying at the end of the agreement were removed from the computer information base to make the information of the microcomputer information database more accurate and effective. Then, we will contact and communicate with the agreed units that spend more than * nights and more, and actively provide information on the price and service comparison of similar hotels. Although there were complaints from customers at the beginning, after our efforts, we finally won the understanding of the big customers and successfully renewed the agreement. Create a long-standing boutique customer base for the building. After the trial of the price policy for a period of time, the occupancy rate of the hotel has not decreased, and the average house price has increased significantly compared with the original average house price. In particular, the old agreement units such as ** have increased by more than * compared with the same period last year. At the same time, it also changed some of the indirect

The structure of the shop guests, expanding the hotel to stabilize customers, laid a solid foundation for the next step to upgrade the hotel. 3. Adjust ideas and increase marketing efforts. In the first half of the year, based on the analysis and analysis of our customers, we found that the building has always locked the key customer base, but did not really expand the marketing of the building to the area where the building was expanded. In order to increase marketing efforts, we have made adjustments to the marketing source, and extended the tentacles to the ** region, and also specifically stepped on the **. Through the promotion of self-selling to the above three regions, more than 300 new agreement units have been signed, which has enabled the building to maintain a high occupancy rate. At the same time, it has expanded the influence of the building in different places, and also accumulated experience in sales work in different places. 4. Do a good job in meeting sales tracking service. In the first half of the year, the building received a group of conference groups* and tracked the number of meetings* for more than one time. It received the two largest conferences since the opening of the conference—** ordering services and ** clothing ordering meetings. In order to coordinate the reception work and ensure the two core service links of “complete and safe”, the building security has strengthened the inspection and monitoring, and the well-trained front desk, guest rooms and conference reception staff have provided meticulous services. The meeting was a great success and won the praise of the customers, which laid the foundation for the building to do the reception work similar to the large-scale conference in the future. 5. Implement the return visit system of the agreed units. According to the ranking of the monthly sales report, the building designed the customer return visit form and selected the agreed units for return visits. Through the return visit, the emotional distance between the customers and the customers was brought closer, which effectively promoted the improvement of sales performance. According to statistics, in the first half of the year, the number of units that stayed more than ** nights and nights has reached more than **, and some old agreement units have even exceeded the total occupancy and nights of last year. Such as ** and other units. 6, earnestly do a good job in the sales of individual customers. During the Spring Festival, due to abnormal weather factors, the first three days of spring did not expect good, and there was a significant decline. To this end, we organized a special session on “How to Sell Individuals at Home” in a timely manner, earnestly summed up lessons and lessons, and actively guided the staff of the station to guide customers when they promoted their rooms. As a result of raising awareness of the concept and paying attention to the art of selling, the occupancy rate of late-stage FITs has grown significantly. In the first half of the year alone, the operating income of the two major festivals reached ** yuan, up **% year-on-year, and the average house price was ** yuan, up **% year-on-year. It can be seen that in addition to objective factors, the subjective initiative of employees is also an important factor. Practice has proved that with the intensification of market competition, the choice of hotel space is increasing. To improve the hotel's “marketing competitiveness”, we should firstly reform our concepts, adjust our business strategies and policies in a timely manner, optimize and design our own products, and make our strategies more innovative. Change, business policy according to different seasons, continue to be flexible and innovative, in order to maintain room occupancy rate in a severe situation to continue to maintain a high standard. Third, refine the service measures to improve the quality of customer satisfaction services, directly related to the building's reputation and economic benefits. To this end, we have proposed that the service work should be refined and optimized, and the service awareness should be continuously strengthened to further enhance the satisfaction of the guests. 1. To continuously improve the business skills and comprehensive service standards of employees, enhance business communication between employees, and form a good atmosphere of comparison, learning, rush and help. In the first half of the year, we launched the “Chinese-style bed” competition for the green technology with the theme of “practicing internal strength and creating a brand”. Each contestant used their spare time to train and exchange ideas and exchanges with each other. Through competition, the various departments have reached a consensus that good service attitude and excellent business skills are the fundamental guarantee for winning customers and improving the economic and social benefits of the building. Only by continuously improving the comprehensive quality of all employees, the behavior of each employee can be consciously combined with the interests of the hotel to ensure that the hotel will remain invincible in the fierce market competition. 2, in order to better guide the service staff, correctly establish the hotel awareness, service concept, customer satisfaction as a measure of our work standards. We started by setting up a window image to improve the level of business reception. For example: the staff of the main station is "working in my hands, service is in my heart" for the purpose; with a unique sweet smile, greetings and reception of each guest; with the "first question responsibility system" to solve all the problems raised by the guests; The quality service of “Caring, Caring, Reassuring, Careful, and Sincere” has won “returning customers”. It has presented a new style of industry that strives for excellence, loves and dedication, and gives full play to the leading role of “Hangzhou City Model Civilization Demonstration Post”. In the daily service, Damengangbao insists on “extraordinary”, and they start from scratch, and carry out voice service and smile service. Whether it is in the cold winter or the hot summer, it is endured by the rain and the sun, always serving the forefront. Every day, evacuate and block vehicles, oblige to direct traffic, guide roads, carts, taxis, parking, sun visors, suitcases, gas stations, rain to guests, umbrellas, inconvenient guests and the elderly, so that guests Moved to make guests warm. In the first half of the year, the gate was recommended to participate in the selection of the “Hangzhou Youth Civilization Demonstration Post”. Especially in the month of *, the city established a national civilized city work into a critical moment, just like the 100-meter race to the sprint stage, in order to further cooperate with the city government's striving activities, the building actively in accordance with the requirements of the Municipal Civilization Commission and the company, in the whole Among the employees, the “You and I work together to add points to the activities” activities, and the use of team meetings and window bulletin boards, posters and other forms in the building departments to widely publicize, so that everyone knows. In an instant, “starting from self and starting from small things around” has become the concerted action of the employees; perfecting our services, doing our sacred duties and becoming the unified goal of employees; everyone is “happy” for our clients. Come, be satisfied and return." Everyone works hard to build their talents. 3. In order to promote the development of personalized service work, all departments use the morning meeting time to exchange business skills such as “What have I done for the guests, what are the benefits and experience”, so that the employees can learn from each other, improve together, and continuously expand. A new way of personalized service. At the same time, all departments are required to dissect the quality cases that have taken place around them, and to analyze and comment on the representative classic cases collected from different angles and different aspects. Through the classic case analysis, we look at our services from the perspective of our guests, and learn about the inadequacies in providing services to our customers in order to identify the root causes of problems in the quality of service. Allow other departments to reduce duplicate errors in future services and form resource sharing. 4. In order to improve the service and management level of the hotel, we will further reflect the subtle and detailed details of the service while focusing on standardized management and standardized services. Require employees to be good at observing the best service opportunities before the guests speak, to understand the guests' preferences and provide them with superior and personalized service. For example, every time a guest arrives at the store, our waiters actively communicate with the guests to get more detailed information and provide them with targeted services. When a guest with a baby is staying, the front desk or the floor attendant will ask if they need to add a baby cot. When the guest is on their birthday, the waiter will take the initiative to send a fruit, a heartfelt blessing. Some long-time residents will remember his habits and provide services to him in time. It is these meticulous and humanized and personalized services that let the guests feel that the hardware and software services provided by the building are naturally appropriate, so that the guests in the field feel the warmth of the "home". Many guests have reviewed and recommended our building through Ctrip.com. The occupancy rate has been kept above 92%. At present, many agreements and foreign guests have been positioned in my wine.

shop. Fourth, standard management, promote the healthy and orderly development of enterprises The development of enterprises is inseparable from the support of the economy. The economy is currently in a period of rapid development, providing a good external environment for the development of the hotel industry. With a good external environment, it is necessary to strengthen internal management and improve the enterprise to meet the needs of the market. 1. In the first half of the year, according to the actual situation of the building, the “Building Management Practice” was formulated and revised; the financial management system was revised and improved, and the financial supervision and control was strengthened; the regulations for the approval of public relations and the hospitality standards were implemented. And the approval procedure; the accounting operation of the general station is further standardized on the basis of the original regulations; at the same time, the “four real registrations”, “total station registration” and “foreign registration management” systems are also implemented to ensure the registration of accommodation. Comprehensive and detailed. Make the management of the building more standardized, and the reception capacity is more excellent, and strive to be in line with the modern enterprise management system. 2. Make full use of the internal information management system and establish a guest history file. Through the customer history archives, it has strengthened the quantitative analysis of the characteristics and historical consumption of customers, tapping the potential consumption of customers, increasing sales and sales profits, and providing favorable decision-making basis for management. At the same time, knowing the guest's situation through the guest history file is conducive to better providing personalized service to the guests, so as to make the guests feel "home." 3. In order to promote corporate culture and unite people's strengths, in the first half of the year, the building launched a series of activities that enriched the employees' spiritual and cultural life, such as: carrying out the old spring climbing activities, the Spring Festival Arts Festival, the spring festival group meetings of foreign staff, and the table tennis match. The "March Women's Day Tea Party", the "Chinese-style bed" for the theme of "Learning the internal strength, creating a brand", and the speech contest with the theme of "share the fate with the enterprise". Through these activities, employees are motivated to devote themselves to their work, to improve themselves in the competition, and to realize their value with the spirit and wisdom of their efforts. In addition, in the selection activities of excellent employees and model employees, we also organized them to visit and study in Jinggangshan, the Red Revolutionary Base, in addition to promotion of wages and appropriate rewards. We also use the staff canteen publicity column to publicize the “people and things” of our employees in a dynamic way, showing the spirit of building a united and hard work, and advancing with the times. Promote the development of the building “tree service brand, create quality service”, which reflects the vitality and vitality of the building. Recently, we have organized more than 80 employees who have worked for more than one year to conduct three-day trips in three batches, so that they can get out of the busy work and enjoy the fun of nature. At the same time, it also promotes team spirit among employees. As the building fully recognizes the stability and abundant human resources is the most important vitality of enterprise development. To this end, we have always been "people-oriented", carrying out humanized management and promoting the basic stability of the workforce. Since the opening of the business, the total number of employees working for more than one year has been nearly 80%. Providing guests with a "home away from home" service and expecting a better tomorrow for the hotel has become the conscious action and creed of the building staff. At the same time, we pay attention to the study of middle-level cadres and teams, and stipulate that the cadres in charge of the above-mentioned cadres should read two books each year, write two experiences and experience them at the end of the year. This year, we organized the reading of two books, "***" and "**". And start from the learning atmosphere of the team, further stimulate the consciousness and enthusiasm of employees to learn, master solid skills and knowledge, and establish a lifelong learning philosophy. In order to create a harmonious learning atmosphere, in May, we organized a speech contest on the theme of “Building a Learning Enterprise and Striving to Be a Learning Employee”. The representatives of each department used a vivid language, rich emotions and vivid cases to fully explain the connotation of the speech. Through this speech contest, it not only promotes the righteousness, but also shows the style; it is not only an ideological education and service concept training for all employees, but also a test of the learning results of the employees. Therefore, the enterprise will be truly built into a life-oriented and dynamic learning enterprise; a healthy, upward and cohesive group. 4. To create operating profit for the largest space, we take open source and reduce expenditure, increase revenue and reduce expenditure as an important task. Through quality service, we advocate all employees to establish the awareness of “energy saving, everyone is responsible”. And according to the characteristics of each department, do a good job of cost control: First, make full use of information management to establish an internal regional network. Relevant matters, files, notices, and quality inspections and rectification requirements of the building will be read and processed by various departments through the internal transmission system. It not only achieves paperless office, but also improves work efficiency, and saves a lot of office expenses, which reduces printing costs by 13%. And monthly use of the internal area network to announce the use of telephone charges and other departments, so that employees consciously raise awareness of savings and reduce expenses. The second is to effectively save water, electricity, diesel and other energy consumption through partial transformation of electricity, water and air conditioning systems, of which 650,000 yuan is saved. Secondly, we have started to repair and repair many air conditioner cooling towers, transformers and other equipment and electrical appliances, saving repair costs of 10,000 yuan and reducing the failure rate to zero. Third, in the procurement, the implementation of secondary management checks, the purchase of goods to take the price, quality, and effectively reduce the price of incoming materials. Reasonable control of storage, especially in the hundreds of cotton fabrics with quality problems in the warehouse, contact the manufacturer in time to return the goods to avoid the losses caused. The fourth is to pay attention to the maintenance of the room settings, timely recycling of the room can be used for internal secondary use of consumables. The monthly statements are compared individually to control the amount of consumables and detergents, reducing this cost by 2%. Through a series of effective measures, the cost of the building has been greatly reduced. 5. Safety is an important measure to ensure the service process. At the company's work conference at the beginning of the year, the building and the departments signed the "Safety Responsibility Letter", which successively adjusted the fire prevention committee and the voluntary fire brigade organization, established the fire propaganda education leading group and the fire propaganda team, and established the "graded management, according to The level of responsibility, responsibility and responsibility, each responsible for the public security, fire, and safety production responsibility system, promote safety, inspection, publicity, education, more clear responsibilities, and more responsibility. At the same time, strictly implement the "four real registration" system, real name, real-time, real number, and facts, and has been repeatedly commended by the Public Security Bureau. In the first half of the year, after the review, the *** Building was rated as the ** annual advanced unit for comprehensive management of social security. The goal of criminal cases, fires, and work-related deaths was zero. 6. The quality of cadres is the key to determining the development of the company. While paying attention to the quality of our employees, we attach great importance to the construction of the cadre team. First, we must strengthen the company's and the building's second-level leadership team. Enhance the work of the team from the aspects of grasping study, grasping unity, and grasping integrity. Strictly in accordance with the principle of "collective leadership, democratic concentration, individual brewing, and meeting decisions", focusing on corporate openness and source governance, giving full play to the supervisory role of employees and promoting the standardization of collective leadership. We will be honest and self-disciplined, standardize our actions, and ensure that all work of the company is carried out in an orderly manner.

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