Hotel sales department work summary

We are about to spend XX years, and we are welcoming to XX years with confidence. The past year has been a year of promoting the three themes of “safety, operation and service” of hotels, and it is also an ideal year for the hotel's annual revenue and profit indicators. On the occasion of the resignation of the old and the new, it is necessary to review and summarize the work, achievements, experience and deficiencies of the past year, in order to help the strengths and avoid weaknesses, strive for progress, and strive to achieve new achievements in the new year.

First, scientific decision-making, concerted efforts, the hotel created a four-year performance

According to the requirements of the center, the general manager of the hotel formulated the annual work plan at the beginning of the year and put forward the overall working ideas for guiding the development of various tasks. First, efforts were made to achieve the “three goals”, and second, the “three-way advantage” was accumulated. The overall thinking determines the scientific decision-making and guides the development of all work throughout the year. In addition to the promotion of the "three standard integration" certification review work, as well as the actual operation of various performances, especially the strong incentives of the Fourth Plenary Session of the 16th Central Committee in the second half of the year, the general manager of the hotel led the department managers and supervisors, foremen, and united the whole Employees, consistent, and concerted efforts, made a certain contribution to income generation, profitability, excellence, and stability, and achieved considerable results.

1. Operating income. The hotel adjusts sales staff, expands sales channels, launches housing rewards, catering performance hooks, etc.

Related business measures have increased operating income. The hotel's annual revenue is 10,000 yuan, which is over 10,000 yuan over the previous year. The room rate is 10,000 yuan, the income between office rooms is 10,000 yuan, the restaurant income is 10,000 yuan, and other income is 10,000 yuan. The average room occupancy rate for the whole year is %, and the annual average price is RMB/night. Hotel room occupancy rates and average room rates are higher than the average of four-star hotels in the city.

2. Manage profitability. Through careful management, the hotel taps the potential, saves expenditure, saves labor, etc., at the cost of labor,

Energy costs, material consumption, procurement and management, etc., advocate conservation and strict control. The annual operating profit of the hotel is 10,000 yuan, and the operating profit margin is %, which is 10,000 yuan and % higher than last year. Among them, the labor cost is 10,000 yuan, the energy cost is 10,000 yuan, and the material consumption is 10,000 yuan, which accounts for %, %, and % of the hotel's total revenue. Compared with the scheduled indicators at the beginning of the year, they are reduced by %, %, and % respectively.

3, service excellence. Through the introduction of brand management, the hotel strengthens the training of 20 words of “Instrument, Smile, Greetings” in the “Basic Code of Conduct for Employee Hospitality”, strengthens the on-site supervision and quality inspection of management personnel, and gradually improves the window of the front desk hospitality department and post. Image, constantly improve the quality of service of employees. Therefore, in May this year, the Municipal Tourism Bureau organized an annual evaluation of the star-rated hotel's unannounced visits. The store only deducted 2 points and obtained a high-quality service. It ranks among the best in the same-star hotel in the region. In addition, in the reception service of large-scale events, our store sales , front office, guest rooms, property, restaurants and other departments or positions received a letter of commendation from the event organizing committee. The letter praised: “The hotel staff are warm and thoughtful. The service provides the necessary logistical support for our daily life, enabling us to successfully complete the event."

4. Safety creates stability. Through the development of safety plans such as “large-scale event security plan”, the hotel has achieved “five-proof” such as daily fire prevention and anti-theft, and almost no accidental safety accident occurred throughout the year. Under the care and guidance of the general manager of the hotel, the store-level leaders hold a feedback meeting of the department managers every day to inform the situation. All the cadres and staff members will be hired for extra time, and they will be patrolled and strictly controlled. With the cooperation of relevant departments, group anti-group control ensures that all activities are foolproof and the hotel is busy and not safe and stable. The hotel has also been rated as an advanced team for all security classes.

Second, keep pace with the times, improve development, and the hotel has changed dramatically.

The general manager of the hotel took the lead in setting a good example, organizing and guiding party members and cadres and all employees, and conscientiously studying and understanding the spirit of the Fourth Plenary Session of the 16th CPC Central Committee. Combine with the actual situation of hotel management, management and service, keep pace with the times, improve quality and change concepts. Survival in the wave of market competition has made the entire hotel range a promising change in the second half of the year. Mainly reflected in the positive mental state of the cadres and employees. The general manager meeting and the small meeting of the hotel repeatedly stressed that the cadres and employees should have a sense of urgency and should be motivated to cultivate the "spiritual spirit". The management service of the hotel is not high-tech, there is no esoteric learning. The key is the subjective initiative of the person, the spiritual state of the person, the loyalty and professionalism of the hotel, and the understanding and application of the true meaning of management and service. Store-level leaders also instruct and guide everyone to broaden their horizons, learn to be enterprising, and work together by organizing training and exchanges with department managers, supervisors, foremen, and employees. Realize your own value and feel the joy of life in the process of completing hotel business indicators, management goals and reception tasks. Therefore, there is less phenomenon of mutual promotion and defamation between department managers. Instead, they exchange information and replenish each other and respect each other. The hotel conducts two nights of routine security inspections and weekly quality inspections, and is absent. If there are fewer people, then take the initiative to care about participation, check carefully and so on. In some large-scale activities, under the role of the store-level leadership role, the department manager leads the supervisor, the foreman and his staff, work overtime, work hard, and the work extension is exhausted but always maintains a refreshing spirit, adding to the hotel's window image. Glorious.

Third, brand management, the hotel owner arrests eight major jobs

During the implementation of the “three-in-one” 6S management certification process in this year, the hotel held a number of special sessions, arranged training courses for different contents, and organized some pre-examinations for inspection and examination. These have greatly promoted and guided the hotel management work to be carried out more standardly. At the same time, the hotel introduced the successful experience of advanced hotels at home and abroad, combined with the management objectives and work plans formulated at the beginning of the year, the hotel and various departments mainly arrested eight major work throughout the year.

Focus on efficiency and do a good job in sales