Summary of the work of the general manager of the hotel and the manager of the human resources department

Dear hotel leader:

Hello everyone!

It has been more than six months since I was hired by the hotel as the Director of the General Manager and Manager of the Human Resources Department on May 26, 2019. According to the hotel's work arrangement and some of my own ideas, in the past five months, I have been responsible for the following tasks, and now report to the hotel decision-making level.

First, strengthen the administrative management of the hotel. The main target for this time is the department manager/person in charge, as specified below:

Attendance management regulations: This regulation requires the department manager/responsible person to go to work every day to get a card, except for the rest day, vacation, leave to perform normal approval procedures. If the rules are violated, the corresponding punishment will be given. Since the implementation of this regulation, the department manager/responsible person has been on time to go to work more punctually, basically eliminating the phenomenon of late arrival, early departure or no work card; vacation or leave can also be handled according to normal procedures, regulating the management of the hotel.

Conference management regulations: According to the needs of hotel management, an administrative meeting is held every Monday. At the meeting, the department managers/responsibles reported on the work of last week, and proposed this week's work plan and work that needs coordination. Participants are in compliance with the hotel's specifications and are seated at the designated location. Since the implementation of this regulation, a total of 21 administrative meetings have been held. Except for the marketing manager’s leave of 2 and the procurement manager’s leave for 1 time, other people can basically attend the meeting on time. If I have something to attend, I can Arrange departmental management personnel to participate. There are no absenteeism, late arrival/early leave, and no reason for absenteeism. Participants also reported more detailed work, the atmosphere of the venue was better, and the hotel's work arrangements could be implemented in a timely manner.

The total value of duty related regulations: This regulation will be "total duty time", "total duty duty", "the total value of the record record requirements", "the total value of the staff of the disciplinary requirements", "the arrangement of the total value of the room" A number of contents such as “violation penalties” are re-emphasized to motivate the staff on duty to perform their duties. Since the implementation, the duty officer can basically perform their duties on duty, timely handle the emergencies and guest complaints during the duty period, and there is no phenomenon of leaving the post and not performing duties. The description of the duty record is also relatively standardized.

The description of the work log: From June 5th, the department manager/responsible person can basically record the work log every day, and collect it at the 10:00 the next day at the General Office/ Human Resources Department , and submit it to the general manager for reading. According to statistics, a very small number of people have been punished for several months because of the failure of the work log, late submission or coping style.

Monthly work summary: Since June, the department managers/responsible persons can basically submit the work report of the previous month before the 5th of each month, and the content is also more detailed, including: summing up the work completed last month, unfinished work and urgent treatment Problems to be solved, work plans for next month, opinions or suggestions for the work of the department, hotel, and personnel development of the department.

Second, strengthen the management of staff quarters

In order to change the current situation of dirty, chaotic and poor hotel staff dormitory, create a clean, orderly and comfortable living and entertainment environment for employees. With the help of other management personnel, I started to strengthen the management of staff quarters:

Strengthen organizational management: strengthen the organization and management of staff quarters. The first is to clarify the job responsibilities of the logistics supervisor, to stimulate the enthusiasm of the logistics supervisor, and to play an important role of the logistics supervisor; the second is to require the boarding staff to perform their duties seriously, assess the performance of the boarding staff, and implement the reward and punishment system; The third is to assess the staff quarters and hand over the daily management work to the dormitory leader to complete the four-level management network of “Personnel Manager – Logistics Supervisor – Accommodation Manager – Dormitory Manager”.

Strengthen the management of dormitory water and electricity: According to the season and level, the water consumption of hotel staff shall be stipulated, and the surplus water and electricity shall be rewarded and water and electricity shall be wasted. Since the implementation of this regulation, the water consumption and electricity consumption of staff quarters have been reduced. When checking the health of the dormitory every week, the high-power electrical appliances used by the employees are harvested, and the users are punished to prevent the use of high-power electrical appliances in the dormitory, which reduces the hidden dangers of insecurity.

Implementation of dormitory hygiene standards and inspection, rewards and punishments: According to the specific conditions of our hotel staff dormitory, the "Dorm Health Code" is formulated, and the dormitory hygiene is checked once a week. For the poorly-healthy dorms, the “feedback – supervised by department heads – notification of criticism – fines” is gradually improved. After several months of continuous efforts, the health of the dormitory has been greatly improved and the order is good.

Regulating visitor registration: stipulates the visit time of employees and relatives, and must perform registration procedures. For those who refuse to fill out the Registration Form, the boarder may prohibit them from entering the staff quarters. Unauthorized outsiders are not allowed to enter the dormitory. Visitors are not allowed to enter non-visited staff quarters without authorization. At the end of the specified visit, the boarder must urge the visitor to leave as soon as possible. In the past few months, the boarders have implemented this regulation seriously, and there have been no accidents due to visiting relatives and friends.

Standardize the management of chess and card rooms and TV rooms: When the chess room and the TV room are just open, the hygiene and order are chaotic, and often outsiders come in to play cards and watch TV. After everyone's unremitting efforts, the hygiene and order of the chess and card rooms are better, eliminating the outsiders' entertainment and entertainment, creating a good and safe leisure environment for employees.

Third, carry out three trainings for grassroots employees

In July, September and November of 2019, the Ministry of Personnel arranged three training sessions. The personnel participating in the training were grassroots employees of various departments, and a total of more than 150 people were trained. The training content mainly includes: hotel basic knowledge, staff grooming specification, telephone etiquette and smile service, employee's hotel awareness, hotel fire safety knowledge, domestic and foreign customs, Quanzhou tourism knowledge. After training, the staff has some understanding of the hotel's work, grooming, handling hotel affairs is more standardized, and the hotel's awareness has improved.

Under the supervision of the Human Resources Department , various departments have carried out more than 200 job skills training. The actual operation ability of the grassroots employees has been improved, and the number of complaints from customers has been greatly reduced. Among the employees, there has been a wave of learning skills and skills, which has gradually improved the operational skills of employees and created a positive team.

Fourth, the changes of hotel staff:

1. The existing staff of the hotel are ****, the statistics are as follows:

2. Since June, a total of 56 people have resigned, 34 have been automatically resigned, and 77 have been recruited. The monthly turnover rate of employees is maintained at around 10%. This means that 10% of new employees need to be recruited each month, which adds a lot of work to recruiting and training.