Hotel management plan

Aa Grand Hotel - Year Management Management Program The modern operation management of a star hotel is a scientific systematic project. It not only needs new concepts and scientific management modes, but also focuses on internal division of labor and cooperation, also known as group spirit. Therefore, after the implementation of this program, all departments must not only follow the work rules of each post, but also pay special attention to the close cooperation between various departments. I. Project economic indicators Hotel overall indicators: turnover of 10,000 yuan, net profit of 10,000 yuan. Task allocation of each department 1, food and beverage two meals: turnover 10,000 yuan; gross profit margin %; three meals: turnover million yuan; gross profit margin %; eighteen meals: turnover million yuan; gross profit margin %. 2. Room turnover 10,000 yuan gross profit margin II. About the housekeeping work, the hotel's economic income mainly comes from three parts: one is the room income; the second is the food income; the third is the supporting service income; the room income is the hotel income. An important source, from profit analysis, the operating cost of room revenue is smaller than that of catering and commodities. The profit of the room is also the main source of hotel profits. In the process of operation and management, the room occupancy rate should be increased, depending on the housekeeping management. It mainly includes the following aspects: 1. Scientifically and rationally planning and organizing the operation of the Ministry of Housing Affairs: In the operation process of the guest room, the front office is at the starting point and is responsible for the sales of the rooms, while the guest room is in the middle link, responsible for Most of the services during your stay, during the stay, the longest stay in the room, the opportunity to contact and enjoy room service, and the long time, therefore, the hotel must invest the corresponding labor and the corresponding equipment consumption, how to The reception service works scientifically and reasonably, that is, guarantees the quality of service and meets the guests. To improve occupancy rates, and the material consumption and improve operating income housekeeping work to strengthen supervision to ensure the quality of reception and housekeeping, to maintain a reasonable proportion, it is an important room management. Therefore, we must first formulate a plan for the housekeeping department according to the overall plan of the hotel, determine various indicators such as service quality, labor quota, and material consumption, and do a good job of manpower allocation planning. At the same time, we must formulate and implement various rules and regulations to achieve The indicators provide protection. Supervision in the room service process is an important part of ensuring the quality of service. First, it is necessary to strengthen the organization and leadership of each team, and strictly enforce the rules and regulations. Every program of the service personnel must be strictly inspected, and the foreman, manager, quality inspector, and housekeeping director should be inspected step by step. Second, strengthen the links between various departments, timely transfer of information, room management does not exist in isolation, need to coordinate with other departments to form a unified whole, in order to ensure the normal operation of business activities; Third, take the initiative to understand The guest's response, timely handling customer complaints, strengthen feedback channels, and do a good job in reception services. The quality of room management ultimately depends on the satisfaction of the guests. It is necessary to pay attention to the analysis of the types of guests, study the psychology of the guests, and keep abreast of the opinions and requirements of the guests, and find out the problems with the general problems and the changes of the guests' needs. The internal links and basic links in the service process continuously improve the quality of service. 2. Strengthen the construction of the workforce and improve the overall quality of employees. The nature of the work of the front office and the guest room department is to provide services directly to the guests. The good and bad service directly affects the management and service level of the hotel. Therefore, the staff team is strengthened and the overall quality of the staff is improved to ensure the smooth development of the housekeeping work. One of the keys to improving the quality of service. First of all, we must constantly carry out the ideological education of employees, so that employees love their own work, cultivate interest in the profession, and thus stimulate the initiative and enthusiasm of the work, educate employees to establish a high professional ethics and wholeheartedly serve the guests, educate employees Establish a strict organizational concept and consciously abide by the laws and regulations of the country and the rules and regulations of the hotel. At the same time, we constantly improve the quality of our employees' business, as this is the basic condition for improving hotel productivity and service quality. Therefore, on the one hand, we must do a good job in learning the cultural knowledge of employees, improve the cultural level of employees, and on the other hand, we must train in business technology, improve the skills and skills of employees in business operations, and enable employees to achieve: enthusiasm, initiative, patience, and thoughtfulness. Careful, responsible and responsible, we must establish a respectful and friendly attitude towards our guests. The reduction in service quality and the dissatisfaction caused by the lack of service quality and skill shortages in the service. Everyone must start from the details, especially in terms of grooming, instrumentation, courtesy, etiquette, words and deeds, and dress should be clean and tidy, emphasizing the need to further improve personal temperament. Proficiency in service programs, allowing customers to feel a hotel industry atmosphere and formal management model. Self-examination after completing the work according to the standards, establishing the sense of responsibility and ownership of the employees. Create a team spirit of the workforce. Realize standard services and quality services, thus affecting customers' reputation for the hotel and social reputation. In the process of housekeeping management, we must conscientiously implement the reward and punishment system, carry out the activities of selecting outstanding employees, commend and reward employees with high service quality, excellent technical skills, good tasks, and high collaboration style, and regularly observe the employees' thinking and business level. Investigate and use according to reasonable arrangements of various specialties, attach importance to training and selecting talents, form a backbone team, and play a leading role in all work. 3, open source and reduce expenditure, do a good job in the management and control of housekeeping equipment and materials. Housekeeping equipment and supplies are the material basis for room service work. Therefore, the management of equipment and supplies for housekeeping is also an important part of room management. The front office department and the house department must formulate equipment and supplies management systems. The responsibilities of managers at all levels in this regard are reasonably used. Therefore, the savings must be small, big, water, one needle, one line, to develop different habits of saving or wasting, there will be different benefits. All equipment in the front office and guest rooms should always be in a safe and sound condition. During the normal service and management process, the waiters and management personnel should pay attention to check the use of the equipment at any time. In coordination with the maintenance and repair of the equipment by the engineering department, the management personnel should report the equipment regularly. The various items and corresponding tools for the guests in the room should be prepared. It is sufficient to meet the needs of service work. Under the premise of ensuring the quality of service, we should maximize the service life of the linen, at the same time, control the use of low-value consumables, establish distribution and consumption records, plug loopholes, implement savings and rewards, and waste the reward and punishment system. 4. Establish the leading idea of ​​selling more houses every day. Although the room is a tangible commodity and has the attributes of a commodity, it is different from other commodities, because if other commodities cannot be sold, it can be used as a backlog of inventory, which will not cause a big loss, and if the room cannot be sold on the same day, To cause a fixed cost loss, so it is a special product, I

The most important responsibility of our operators is to find ways to sell the rooms on the day. Although in recent years, with the rapid development of the economy, people's consumption concepts and consumption levels have changed and improved. However, in this market economy environment, if hotels want to be invincible, they must adopt flexible management. Policy. It is required that the front office department and the guest room department should use their own advantages to foster their own loyal customers while improving their service awareness. In addition, they must keep abreast of the competitors’ business dynamics and adopt a flexible pricing strategy to ensure quality. The price is the purpose, combined with the sales plan and plan formulated by the hotel, and strive to complete various indicators and tasks. III. Regarding catering work With the development of economic construction, the catering industry has also developed rapidly with the needs of the society. At the same time, the transition from “seller market” to “buyer market” has taken place. With the emergence of the buyer's market, people can choose the hotels and restaurants that meet their needs according to their preferences, tastes and economic conditions. If the hotel catering business wants to attract consumers to visit, it must be determined according to the needs of consumers. Your own business projects and business methods. Who can't recognize this, no one can win in the fierce market. As we all know, the catering industry is a very special industry. This particularity is mainly manifested in the duality of the products it provides to customers, both tangible and intangible. Sex. As an operator, we must satisfy the needs of customers from these two aspects, that is, not only the color, fragrance, taste, beauty, type, and utensils of the dishes are good, so that the guests feel value for money, and the service process is suitable for this. Also, the service should be human and let the guests have a good feeling. Any business operator who is not good at understanding and satisfying consumers, can not provide superior tangible products and intangible new products, can not adapt to the needs of the consumer market, and it is impossible to achieve good economic benefits. According to the above situation, the following measures should be taken in the catering business: Strengthen the quality training of service personnel and supervision, and provide first-class service quality to customers. Specifically, do the following three things: 1. Start with ideological education to train the waiter to work as a master. Ideological education is the traditional working method and experience of the Communist Party. Every manager must be patient and meticulous about his employees. Ideological education enhances the sense of hotel and the attitude of the owner. 2. Reversing traditional and dilapidated ideological concepts and awareness, and launching “smile service”, “personal service” and “civilized courtesy” services. Here we will focus on “personal service”. In the past, hotel managers regard “customer is God” as the purpose of the hotel. Therefore, all aspects of service are limited to standardization and standardization. This single service method has its relative inadequacies, because the service in front of God can only be respectful, difficult to contact and communicate with each other. In this way, one cannot guarantee the warm atmosphere and pleasant mood of the guests' dining; the second is that it is not easy to understand and master the living habits and consumption patterns of the guests; the third is that it is inconvenient to cultivate the hotel's “returning customers”. And "human service" is a supplement and extension of standardization and standardization services. It treats guests as “friends and relatives” of the hotel. In the service, the service staff can not only understand the life habits of the customers, but also timely understand the customers' suggestions and requirements on all aspects of the hotel, and facilitate the adjustment and improvement of the hotel management and management, so as to satisfy the customers and become the loyalty of the hotel. Customer - "returning customers." 3, pay close attention to service skills and training to ensure service quality customer service requirements on the one hand is warm and thoughtful, on the other hand is fast and agile, warm and thoughtful is the above-mentioned emotional "personal service", and fast agility is the service The embodiment of skills. Especially in the restaurant service, if the hotel does not have the training of the service personnel in terms of service skills, there will be a customer after the seat, although the service staff is in a hurry, but the customer can wait for the left and right, etc. Hours, it is necessary to give customers a feeling of slow cooking, so that some time-conceived customers are lost, only by combining the two together, can form a high-quality, distinctive service. Form the main cuisine, enrich the variety of dishes, improve the quality of the dishes, and ensure sufficient source of customers. 1. Form the main cuisine as soon as possible. It should be affirmed that the positioning of the restaurant business of Lunan Hotel has not yet formed the main cuisine. This is one of the main factors that cause the restaurant to have no characteristic source instability. Therefore, we must decide as soon as possible the main body of the cuisine that suits the tastes of most customers and the conditions of the hotel. While determining the subject's cuisine, it also highlights the flavor and characteristics. 2. Gradually train a team of chefs with excellent technology, high quality and the hotel itself. The skill level of the chef is the premise of guaranteeing the quality of the product. Therefore, the hotel must recruit, introduce and train a group of chefs with high savvy, potential, promising love, cooking and love Lunan Hotel in various ways. A chef with special skills and stunts is recommended to give special treatment in housing, meals, and wages. 3, the production of dishes resolutely implement the product label system. The labeling system is not only the basis for testing each chef's production technology and quality, but also an important way to solicit customer opinions, feedback information, and improve the work. At the same time, it will generate a sense of power and responsibility for each chef. After the implementation of the labeling system, the opinions of the customers should be summarized for each meal, and the comments should be made every day. 4. According to seasonal laws and local customs, timely release of different seasonal dishes and holiday banquets. The Food and Beverage Department shall formulate a dinner banquet, wedding banquet, full moon banquet and other menus of different specifications to be provided to customers in a timely manner. In order to take a new step in the operation of hotel catering, new ideas, new initiatives, and new tricks must be in place. There are festivals almost every month throughout the year. These festivals are also a good opportunity for hotels to promote products, food and beverage departments and marketing. The Ministry must grasp these opportunities and plan marketing plans for each festival. 5. Set up a new food research room. Equipped with special personnel, take the approach of coming in and going out to develop new dishes and specialties. Regularly hired domestic first-class masters to do short-term performances in the store, not only can expand the social impact of the hotel, but also an important activity of the chef's technical exchange. At the same time, the hotel should organize its own masters to study and exchange in the field. Encourage and support chefs to innovate their own specialties. Once the innovative dishes are recognized by customers, the hotel will give certain rewards. 6. Strictly save, reduce costs and strengthen accounting. The food and beverage manager and the head chef should calculate the cost and gross profit margin of each dish in a timely manner. The raw materials purchased should be used, and the sales amount should match the sales. 7. The Food and Beverage Department should promptly understand and master the new measures and new trends of Tengzhou's competitors in the industry, and know that they know each other and fight for nothing. 4. Marketing work in marketing is an extremely important task in the hotel. It is not only related to the hotel's operating efficiency, but also related to the image of our hotel, and even to the survival and development of the hotel. The guiding ideology of the Lunan Hotel's marketing work proposal is "all-round, focused, full mobilization, and focus on the main force." In accordance with this guiding ideology, the marketing work focuses on the following items: 1. Strengthening the leadership and power marketing of the marketing team is personally grasped by the general manager. The marketing department has 7 people, including: 1 manager, 1 artist, and 5 salesmen; division of responsibilities: 1 in urban area, 1 in township office, 1 in Jinan and surrounding cities and counties. 2, re-marketing the market to do a good job in understanding the market, familiar with the market, subdivided customer targets, is the top priority of the marketing department. Through subdivision, it is necessary to clearly grasp the basic situation of key customers, and to establish or further close relationships with them. The marketing department is proficient in the variety, price and quality of various products.

At the same time, as well as the basic situation of rooms and catering, we will conduct visits, communication and contracting with customers, and strive to win customers with the advantages and marketing methods of the hotel and establish a good cooperative relationship. The customer profile of the marketing department should be carefully organized, managed, and customer tracking. 3. Positioning, responsibilities, tasks, and rewards and punishments. It may be considered to first implement a wage system with basic salary + benefit wages in the marketing department. Every month, the hotel issues sales tasks to each person in the marketing department, completes the task award, and can't complete the task penalty, the bottom is not guaranteed, and the top is not capped. The specific basic tasks, commission rate, and basic salary are jointly presented by the Finance Department and the Marketing Department. Determined by the hotel general manager's office. 4. Grasp the marketing propaganda and offensive hotel, we must pay attention to the investment in propaganda, and actively participate in some public welfare activities, thus expanding the popularity of Lunan Hotel and making it recognized by the society. 5, forecast market conditions, grasp the sales opportunity to predict the sales market, grasping good business opportunities is one of the magic weapons of hotel marketing. The marketing department is not only the main force for selling products, but also the staff of the hotel decision-making level. Some market information and the business changes of the opponents are often obtained by marketing personnel. 6. Formulate a marketing plan focusing on the recruitment of meetings. Because the hotel is close to the offices in the urban area, and the transportation is convenient, in general, there are more foreign FITs who come to the hotel to stay and eat. This is the right thing to do. Room occupancy rate and dining source have a certain foundation. It is also a major factor in our business. However, our current number of rooms is up to 206, which can be said to be the largest in the local industry. Therefore, house marketing must focus on the meeting, through various relationships, various channels and various means to attract Tengzhou City, Zaozhuang City and even provincial and national meetings. While increasing the number of full-time marketing personnel, the Marketing Department has hired some part-time marketing personnel in Jinan, Zaozhuang and Tengzhou Districts to recruit various conferences. At the same time, we must strive to get the support and help of the municipal government, understand and grasp the dynamics of the meetings of various bureaus, carry out a strong marketing offensive, and achieve the business ideas of large and small meetings. 7. Planning to set up the director of the office of the directors of the Tengzhou Office Directors Association. Under normal circumstances, they are responsible for the organization of the reception meetings. Therefore, regularly organize them to participate in networking activities, not only increase communication and contact with them, but also You can understand and master the source of each unit in time. The Office of the Director of the Office should, based on the modern management knowledge of the office, exchange of office work experience and information, combine the recommendations and requirements of the solicitation director to the hotel, release some new measures of the hotel, taste the hotel's new dishes, and collect the units. Consumption dynamics. 8. Plan to launch the “Gold Card”, “Silver Card” and “Gem Card” of the aa Hotel. 1. The service life of the above cards is one year; 2. The above cards cannot be refunded after purchase; 3. The above cards are subject to the corresponding special price and service provided by the hotel; 4. The purchase card needs to receive the application form and apply for membership purchase. Procedures; 5. If the amount in the purchased card is used up, if you need to renew the card, you must inject the same amount as the first purchase to enjoy the corresponding discounts and services of the card; 6. Mobilize all employees and sales personnel. Participate in selling cards and selling commissions.