Personal summary of hotel management and business knowledge training
I am very honored that I participated in the training of the hotel management and business knowledge in the agency service center. The 15-day training was very rewarding for me. I not only participated in the training and education of the new employees of the hotel, but also reached their own counterparts. The business department-dining and banquet department conducted business knowledge learning and exchange, and also conducted cross-training in the guest room department. The following is a brief summary from the basic overview, harvesting experience, suggestions and other aspects:
One. .Basic profile
The .xxxx Holiday Inn is part of the prestigious InterContinental Hotels Group's hotel brand and is the most international five-star hotel in xx. The hotel has 388 rooms and suites, including 112 executive business suites of 52 square meters. Designed and refurbished for disabled people, the room is equipped with a variety of amenities and a mini bar and freezer for snacks. The hotel has 16 serviced apartments with full kitchen facilities and a spacious living and dining room. The hotel has 3 different styles. The restaurant offers a variety of cuisines, with a grand ballroom and function room offering the perfect meeting and banquet facilities, and a wellness centre with a variety of fitness equipment for guests to enjoy.
Banquet Department Overview
1. The role of the banquet department is an important source of hotel business income, but also a department that plays an important role in business management. The banquet department has a large business area, a large number of receptions, and high consumption standards. It is an important component to enhance the hotel's popularity.
2. Business content and characteristics The business activities of the banquet department are mainly divided into three categories; 1. Food-based banquet activities, including Chinese and Western banquets and cocktail parties in various specifications, 2. Conference-based activities, including various specifications. Forms of international, regional meetings, various forms of academic conferences, various seminars, trade fairs, tea parties, etc. 3. Business activities based on entertainment, including leisure activities, competitions, etc. In addition to flexible activities, it also has the following characteristics: 1. A large number of participants, a large number of catering services at the same time. 2. Uniform dining standards, banquet occasions with the same choice of one-way guests to provide catering services, 3. High service requirements. Service The method is exactly the same. 4. Most of the banquets have reservations in advance. The banquet hall prepares banquets according to the appointment. 5. The banquets are of different forms. Some banquets require luxurious decoration and layout.
3. Job setting and job responsibilities The banquet department is affiliated to the hotel catering department. It has an independent institutional system, including three parts: business group, service group and production group. The post has a banquet manager. The banquet hall manager. The head chef. The banquet supervisor , banquet hall foreman, kitchen foreman, banquet hall waiter, chef, kitchen worker, etc. The banquet manager is responsible for all the banquet activities, responsible for formulating and implementing operational objectives, and carrying out cost control. The banquet department secretary is responsible for assisting department heads and other business personnel in handling daily matters, assisting the banquet department in normal operations, and the banquet department clerk is responsible for Assist the banquet department in handling administrative affairs, and assist the supervisor and other business personnel in handling daily matters with the secretary of the banquet department. The business manager of the banquet department is responsible for formulating the sales plan, hosting the banquet reservation, and fully responsible for the sales of the banquet department. The business deputy manager is responsible for communication with relevant departments. Assisting the supervisory department in daily operation, the banquet department is responsible for communicating with other departments, coordinating, and assisting the superior management department in daily operations, responsible for external contact and promotion of banquet services, ensuring banquets. The notice is completed a week before the banquet, and the content is implemented and awarded to the relevant department. The banquet department is responsible for the hotel banquet department's external banquet and scheduled business matters, and is responsible for expanding and developing the banquet business, in order to achieve the hotel's annual plan. painting Budget targets, banquet hall manager responsible for the implementation superiors assigned a legitimate business, supervising employees and executive staff to implement the rules. The deputy manager of the banquet hall is responsible for assisting the manager in controlling the expenses, checking the implementation of the department's service standards, checking the performance of the subordinates' time zones, and the banquet hall foreman is responsible for assisting the supervisors to provide polite and efficient catering services to meet customer needs. To assist employees to strengthen their ability training and ensure smooth service. The banquet department staff is responsible for providing high-quality and efficient catering services to the guests, accepting the shift of the foreman, maintaining a high standard of instrumentation and hygiene, and maintaining harmony with all departments. Relationship, after the end of the class, make the handover and finishing work.
Cross Training Room Department
1. Status role:
The guest room department is the hotel's basic facilities and theme department. It is the hotel's main income-generating and profit-making department. The operation and service level of the guest room department directly affects the hotel's image reputation and business benefits.
2. Main functions:
Seriously implement the general manager's work instructions, adhere to the service site management, implement standardized services, strengthen quality management, ensure high-quality and efficient counterpart service, and win a good image and reputation for the hotel.
3. Organization and job responsibilities:
The housekeeping department has a butler department and public health, and the guest room floor. The cloth group, the floor team, etc., the agency positions are: room management, butler manager, house manager, room floor supervisor, cleaning supervisor, linen supervisor, room clerk, room cleaner, linen staff, floor attendant, etc. The administrative butler of the department is responsible for implementing the operation and management instructions of the general manager of the hotel, supervising and promoting the management system of each department of the department, and is responsible for all daily quality management of the housekeeping department. The manager of the housekeeping department is responsible for the management and service of the housekeeping department, and performs the work of the administrative butler of the housekeeping department. Directives, daily inspections of the scope of work of the department, inspection and supervision of the various districts in strict accordance with work standards and quality requirements, the cleaning supervisor is responsible for the quality management of the cleaning and greening work in the public areas of the hotel, responsible for the management of property and materials in the district And use, supervise the staff to correctly use all kinds of equipment and save materials, and maintain and keep the work, the cleaning staff is responsible for the work arrangement of the cleaning supervisor, according to the work norms and quality standards, do the cleaning work of the responsible area, linen The supervisor is responsible for the work of the manager of the housekeeping department. Responsible for and report to the work, the supervisor works well for the quality inspection and collection and storage of all kinds of linen and overalls, and the floor supervisor is responsible for executing the work instructions of the room manager, to understand the situation of the day, and to grasp the situation of the day. Supervise the contact and coordination between the floor and the front desk, supervise the daily work of the waiter, and promptly guide and correct the problem. The room clerk is responsible for mastering the state of the room. The room status table is issued every day, and the guest room floor is notified to answer the customer's call and grasp the customer's situation. Information, responsible for the management of all keys in the room department, and the sending and receiving work of the floor mobile phone, responsible for the management of the attendance and value telephone of the department, doing the daily cleaning work of the studio, and the floor attendant is responsible for the daily cleaning and planning of the room responsibility area. Clean the work, keep the environmental passages and work rooms in the floor responsibility area clean and tidy, do the cleaning work of each room according to the room work flow and standards, be responsible for the inspection and accounting work of the room, and do the work record and handover work.
Two: harvest experience:
1. Improvement of service awareness:
For the service industry, the quality of service can not only impress customers, but also make customers feel honorable. Through this training and exchange, I have increased my sense of service and must develop a smile in front of the guests. Good habits, learned to treat each customer with standard etiquette in the service process.
2. Improvement in service standards:
This time we conducted cross-training. Through this training, we not only have an understanding of the catering industry, but also have a better understanding of the basic business and operation of the room department. We also learned to exercise the room on the basis of mastering the service skills of the catering industry. Processes and standards, only through in-depth study in many aspects, can better provide customers with quality and efficient services.
3. Improvement of resilience In daily work, you will encounter various complaints and services that cause customers to be dissatisfied. This requires good resilience. During this training, I understand that dealing with emergencies should be done. To quickly understand the causes of conflicts, the motives of the guests, to be guided in good faith, to persuade the guests to calmly discuss and resolve in a restrained and polite manner, to adopt various methods as soon as possible so that the contradictions can be quickly resolved, so that the guests can get satisfactory answers. And try to keep the impact of things to a minimum, and establish a friendly service attitude.
III. Suggestions and experience Service level is an important basis for the catering industry. Improving service standards is a necessary means to ensure quality service. The core of the service is to improve the service personnel's own quality, strengthen service terms, and develop corresponding training in future work. Plan, train the waiter according to the program and standards, constantly check and correct the waiter's standard service. This study is a very good charging opportunity, which enables me to understand the advanced service concept more deeply, thank the leaders for giving me this opportunity, in the future, I will do my best to do my job well, continue to improve the internal management system, and constantly contribute my own meager strength to the service center.
One. .Basic profile
The .xxxx Holiday Inn is part of the prestigious InterContinental Hotels Group's hotel brand and is the most international five-star hotel in xx. The hotel has 388 rooms and suites, including 112 executive business suites of 52 square meters. Designed and refurbished for disabled people, the room is equipped with a variety of amenities and a mini bar and freezer for snacks. The hotel has 16 serviced apartments with full kitchen facilities and a spacious living and dining room. The hotel has 3 different styles. The restaurant offers a variety of cuisines, with a grand ballroom and function room offering the perfect meeting and banquet facilities, and a wellness centre with a variety of fitness equipment for guests to enjoy.
Banquet Department Overview
1. The role of the banquet department is an important source of hotel business income, but also a department that plays an important role in business management. The banquet department has a large business area, a large number of receptions, and high consumption standards. It is an important component to enhance the hotel's popularity.
2. Business content and characteristics The business activities of the banquet department are mainly divided into three categories; 1. Food-based banquet activities, including Chinese and Western banquets and cocktail parties in various specifications, 2. Conference-based activities, including various specifications. Forms of international, regional meetings, various forms of academic conferences, various seminars, trade fairs, tea parties, etc. 3. Business activities based on entertainment, including leisure activities, competitions, etc. In addition to flexible activities, it also has the following characteristics: 1. A large number of participants, a large number of catering services at the same time. 2. Uniform dining standards, banquet occasions with the same choice of one-way guests to provide catering services, 3. High service requirements. Service The method is exactly the same. 4. Most of the banquets have reservations in advance. The banquet hall prepares banquets according to the appointment. 5. The banquets are of different forms. Some banquets require luxurious decoration and layout.
3. Job setting and job responsibilities The banquet department is affiliated to the hotel catering department. It has an independent institutional system, including three parts: business group, service group and production group. The post has a banquet manager. The banquet hall manager. The head chef. The banquet supervisor , banquet hall foreman, kitchen foreman, banquet hall waiter, chef, kitchen worker, etc. The banquet manager is responsible for all the banquet activities, responsible for formulating and implementing operational objectives, and carrying out cost control. The banquet department secretary is responsible for assisting department heads and other business personnel in handling daily matters, assisting the banquet department in normal operations, and the banquet department clerk is responsible for Assist the banquet department in handling administrative affairs, and assist the supervisor and other business personnel in handling daily matters with the secretary of the banquet department. The business manager of the banquet department is responsible for formulating the sales plan, hosting the banquet reservation, and fully responsible for the sales of the banquet department. The business deputy manager is responsible for communication with relevant departments. Assisting the supervisory department in daily operation, the banquet department is responsible for communicating with other departments, coordinating, and assisting the superior management department in daily operations, responsible for external contact and promotion of banquet services, ensuring banquets. The notice is completed a week before the banquet, and the content is implemented and awarded to the relevant department. The banquet department is responsible for the hotel banquet department's external banquet and scheduled business matters, and is responsible for expanding and developing the banquet business, in order to achieve the hotel's annual plan. painting Budget targets, banquet hall manager responsible for the implementation superiors assigned a legitimate business, supervising employees and executive staff to implement the rules. The deputy manager of the banquet hall is responsible for assisting the manager in controlling the expenses, checking the implementation of the department's service standards, checking the performance of the subordinates' time zones, and the banquet hall foreman is responsible for assisting the supervisors to provide polite and efficient catering services to meet customer needs. To assist employees to strengthen their ability training and ensure smooth service. The banquet department staff is responsible for providing high-quality and efficient catering services to the guests, accepting the shift of the foreman, maintaining a high standard of instrumentation and hygiene, and maintaining harmony with all departments. Relationship, after the end of the class, make the handover and finishing work.
Cross Training Room Department
1. Status role:
The guest room department is the hotel's basic facilities and theme department. It is the hotel's main income-generating and profit-making department. The operation and service level of the guest room department directly affects the hotel's image reputation and business benefits.
2. Main functions:
Seriously implement the general manager's work instructions, adhere to the service site management, implement standardized services, strengthen quality management, ensure high-quality and efficient counterpart service, and win a good image and reputation for the hotel.
3. Organization and job responsibilities:
The housekeeping department has a butler department and public health, and the guest room floor. The cloth group, the floor team, etc., the agency positions are: room management, butler manager, house manager, room floor supervisor, cleaning supervisor, linen supervisor, room clerk, room cleaner, linen staff, floor attendant, etc. The administrative butler of the department is responsible for implementing the operation and management instructions of the general manager of the hotel, supervising and promoting the management system of each department of the department, and is responsible for all daily quality management of the housekeeping department. The manager of the housekeeping department is responsible for the management and service of the housekeeping department, and performs the work of the administrative butler of the housekeeping department. Directives, daily inspections of the scope of work of the department, inspection and supervision of the various districts in strict accordance with work standards and quality requirements, the cleaning supervisor is responsible for the quality management of the cleaning and greening work in the public areas of the hotel, responsible for the management of property and materials in the district And use, supervise the staff to correctly use all kinds of equipment and save materials, and maintain and keep the work, the cleaning staff is responsible for the work arrangement of the cleaning supervisor, according to the work norms and quality standards, do the cleaning work of the responsible area, linen The supervisor is responsible for the work of the manager of the housekeeping department. Responsible for and report to the work, the supervisor works well for the quality inspection and collection and storage of all kinds of linen and overalls, and the floor supervisor is responsible for executing the work instructions of the room manager, to understand the situation of the day, and to grasp the situation of the day. Supervise the contact and coordination between the floor and the front desk, supervise the daily work of the waiter, and promptly guide and correct the problem. The room clerk is responsible for mastering the state of the room. The room status table is issued every day, and the guest room floor is notified to answer the customer's call and grasp the customer's situation. Information, responsible for the management of all keys in the room department, and the sending and receiving work of the floor mobile phone, responsible for the management of the attendance and value telephone of the department, doing the daily cleaning work of the studio, and the floor attendant is responsible for the daily cleaning and planning of the room responsibility area. Clean the work, keep the environmental passages and work rooms in the floor responsibility area clean and tidy, do the cleaning work of each room according to the room work flow and standards, be responsible for the inspection and accounting work of the room, and do the work record and handover work.
Two: harvest experience:
1. Improvement of service awareness:
For the service industry, the quality of service can not only impress customers, but also make customers feel honorable. Through this training and exchange, I have increased my sense of service and must develop a smile in front of the guests. Good habits, learned to treat each customer with standard etiquette in the service process.
2. Improvement in service standards:
This time we conducted cross-training. Through this training, we not only have an understanding of the catering industry, but also have a better understanding of the basic business and operation of the room department. We also learned to exercise the room on the basis of mastering the service skills of the catering industry. Processes and standards, only through in-depth study in many aspects, can better provide customers with quality and efficient services.
3. Improvement of resilience In daily work, you will encounter various complaints and services that cause customers to be dissatisfied. This requires good resilience. During this training, I understand that dealing with emergencies should be done. To quickly understand the causes of conflicts, the motives of the guests, to be guided in good faith, to persuade the guests to calmly discuss and resolve in a restrained and polite manner, to adopt various methods as soon as possible so that the contradictions can be quickly resolved, so that the guests can get satisfactory answers. And try to keep the impact of things to a minimum, and establish a friendly service attitude.
III. Suggestions and experience Service level is an important basis for the catering industry. Improving service standards is a necessary means to ensure quality service. The core of the service is to improve the service personnel's own quality, strengthen service terms, and develop corresponding training in future work. Plan, train the waiter according to the program and standards, constantly check and correct the waiter's standard service. This study is a very good charging opportunity, which enables me to understand the advanced service concept more deeply, thank the leaders for giving me this opportunity, in the future, I will do my best to do my job well, continue to improve the internal management system, and constantly contribute my own meager strength to the service center.
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