Hotel Room Manager 2021 Work Plan

Article 1 Hotel Room Manager 2021 Work Plan

1. Implement hierarchical management, pay attention to execution, and continuously promote the construction of the department’s management system

After the continuous efforts of several generations of managers, the housekeeping department has now formed a set of management systems and operating procedures, including a work plan for hotel room supervisors. However, in the face of more and more personalized needs from guests, and in the face of more and more post-90s employees becoming the new force in service, it is obviously not enough to just rely on the same management system and operating procedures. The most important thing is for managers to strengthen their work responsibilities. Focus on optimizing the management model, effectively implementing hierarchical management, implementing execution capabilities, taking "quality control as the main line" as planned, and doing a good job in all management work in a step-by-step manner.

1. In-depth study and implementation, cultivate a solid work style, and pay attention to the effectiveness of management work.

The key to execution lies in managers’ effective execution of various tasks. How well they execute tasks directly affects customer satisfaction and is directly related to the realization of decision-making goals. In order to improve its execution capabilities, the department will strive to adhere to the "three more" and "three fast" plus innovation.

(1) Managers insist on going to the site more often, pay more attention to details, and care more about employees.

(2) Managers insist on delivering information quickly, solving problems quickly, and training employees quickly.

(3) Managers must carry out their work innovatively. First of all, they must be aware of innovation. Managers must constantly learn and update knowledge, use professionalism to explore and practice management, improve in practice, and improve in practice. Medium to improve.

2. Deepen services, improve facilities, and ensure the quality of customer service

(1) In-depth understanding of the connotation of service, cultivate employees' service awareness to proactively consider guests, and develop "hospitality" , kindness, and consideration for others” behavioral habits.

(2) Strengthen the planning of service and reception work, clarify the responsibilities of personnel at each level, and control the quality of dynamic management. For larger or important service reception work, make detailed service work plans in advance, consider detailed requirements, make specific divisions of labor and responsibilities, and clarify service work requirements and job responsibilities.

(3) With the support of company leaders and the cooperation of the engineering department, we must further improve the maintenance of guest room service equipment and facilities, improve customer service efficiency, and enhance the overall style and competitiveness.

3. Strengthen the awareness of cost-saving, strengthen item management, and try our best to control operating costs. Improve the cost management and control system and strictly manage the daily expenses incurred by all employees with rules and regulations; ensure the maintenance of materials and equipment so that everyone has the concept of depreciation of items; strengthen the effective control of energy consumption of items; put an end to all types of energy consumption To eliminate waste, each team and team in the department is required to assign responsibilities to each person to save every cent, save expenses and reduce energy consumption.

4. Clarify responsibilities, check at all levels, and ensure the quality of sanitary work

In the first half of xx, we will consider posting the sanitary and cleaning operation standards of guest rooms in the department workroom in the form of pictures and texts. Each employee is required to be proficient in the inspection of room hygiene and implement a "three-level system". The first is the self-inspection of the cleaner to solve the existing problems in operation; the second is the detailed inspection of the foreman to solve the existing problems in the standards. , to ensure that each room is a qualified product; finally, there is a spot check by the supervisor to solve common problems and provide targeted training.

5. Be vigilant and constantly prepared to ensure the quality of safety management in the department. We must always keep in mind the security work policy of "prevention first, always prepared" and the fire protection work policy of "prevention first, combining prevention and firefighting", insist on tightening internally and loosening externally, and have a clear understanding of the social security situation in Conghua area, especially around the company, Moreover, we should cultivate an atmosphere in the department where everyone is a security guard and everyone is responsible for safety management.

6. Change the concept, follow the steps to ensure the quality of the department's maintenance

The housekeeping department will carry out periodic cleaning work in a planned manner according to the rules of room openings, and do the corresponding work. Archival records.

2. Pay attention to employee needs, care more about employees, and continuously strengthen employee team building

Based on the main work characteristics of department employees "eating together, working together, and getting along day and night", the department must always consider Put employees' work in an important position.

Managers should advocate a work style of rectifying others before rectifying themselves, leading by example, making more criticism and self-criticism, strengthening communication with employees, and cultivating a good working atmosphere. They should regularly carry out "employee heart-to-heart talk activities" and humbly solicit employees' suggestions for department management. and opinions, be honest with each other, tell everything you know, and speak everything you want to enhance mutual trust. At the same time, employees must be taught how to get along with each other and learn to respect each other, tolerate each other, live in harmony, and work together to form a good relationship. Work and living atmosphere.

3. Strengthen the golden rule of human resources management that "salary is the reward for employees today, and training is the job for tomorrow", standardize employee training, do a good job in on-site training supervision, and promote job success.

(1) Strengthen basic skills training for new employees.

The managers of the department team are required to personally undertake the training. Whether it is theory or practical operation, the managers are responsible for formulating detailed training plans, and inspecting and assessing the effectiveness of the training within a time limit, and conducting effective training for those who are latecomers. Targeted coaching to ensure the standardization, systematization and effectiveness of the pre-job training process

(2) Pay attention to on-the-job training and persevere in doing a good job before and after work

Diligence leads to diligence but playfulness leads to waste. To maintain good service standards, on-the-job training is indispensable. To this end, team meetings should be held regularly, as well as daily before and after work meetings, and weekly summaries and monthly team summary meetings should be held to strengthen communication and understanding between employees and managers, exchange information, unify ideas, and Raise awareness, clarify practices, promptly correct and solve problems that arise at work. It effectively strengthened the team building, deepened understanding, greatly improved the team's awareness of cooperation, and improved the overall service level.

(3) Adapt to the company’s future development direction after renewal and transformation, and cultivate reserve forces.

IV. Management work

(1) Strengthen communication and interaction, use problems that arise in daily management work to discuss, increase enthusiasm for learning, study business, and cultivate excellent operating skills and solid work style to further consolidate and improve the overall management level.

(2) Strengthen internal management, do a good job in quality control, strengthen the service awareness of "details determine success or failure", establish the purpose of "customer first, service first", and refine every step in serving guests. Every detail, we constantly improve the management operation process, implement operational procedures, service standardization and management standardization into actual service management work, and solidify the basic management work.

(3) Continue to improve the cost control system, use comprehensive and scientific data analysis to formulate energy-saving measures without affecting the department's opening of rooms, and at the same time vigorously advocate energy conservation among the workforce to seek profits.

(4) Strengthen group building, organize ideological education activities for employees, enhance mutual trust, correctly handle the relationship between management and the managed, do more positive publicity, establish a good professional style, and enhance the corporate image Cohesion and employee sense of belonging.

(5) Strengthen the discovery and training of reserve backbones, further strengthen the competitive awareness of job success, do a good job in business operation training and assessment, and control labor costs, and cultivate multi-functional employees with effective training. We have a quality echelon-type workforce and take the path of sustainable development.

(6) Strengthen repair and maintenance work.

V. Other aspects

(1) Only by strengthening the learning of business skills can we discover the essence of the problem, and hope that the company will give some outstanding and advanced employees in the department the opportunity to go out for training, study, and observation. .

(2) Strengthen quality awareness, regard problems that are not problems as normal habits as problems, and respond quickly. Be more sensitive to problems and don't develop the habit of passively correcting problems.

(3) Carry out communication and coordination among managers and employees, and exchange opinions with each other. To seek mutual understanding, mutual support, and mutual help to achieve the goal of common progress.

(4) Further emphasize the efficiency and smoothness of information transmission. Work instructions and tasks must be completed within the specified time, and work must be efficient.

Part 2 Hotel Room Manager 2021 Work Plan

1. Cultivate employees’ observation skills, provide personalized services, and create service brands

With the development of the industry, the business philosophy and service philosophy of the hotel industry are constantly updated. It is not enough to satisfy customers only, but also to make them unforgettable. This requires providing personalized services on the basis of standardized services. Hotel service pays attention to "thinking about what guests want and worrying about what guests worry about". Service staff should pay attention to observation and figure out the guest's psychology. Before the guest expresses his request, he should provide service as quickly as possible. As we often say, "just want to sleep, bring a pillow." Imagine if customers would be unforgettable with such a service? The department will focus on training employees on how to provide personalized services based on the guests' living habits. In daily work, through encouragement and training, collection and organization, system standardization and training rewards, etc., this becomes a conscious action of employees and promotes the improvement of service quality as a whole.

1. Encourage and train: For waiters who have excellent performance at work and are praised by guests, the department will classify them as backbones for training, so that their service awareness and service quality can be improved to a higher level and based on their own work. positions and strive to create first-class services.

2. Collection and organization: Department managers strengthen on-site management in daily work, discover typical examples of personalized services from front-line services, collect, organize and archive them.

3. System specifications: Promote the compiled typical cases and continuously supplement and improve them in practice to form systematic and standardized data and serve as a standard to measure service quality to make fuzzy management vectors management transition.

4. Training rewards: The compiled materials can be used as training materials, so that new employees can understand the job requirements and learning objectives from the beginning, so that old employees can find gaps and make up for their shortcomings through comparison, so as to improve their performance. Employee awareness. For employees who have outstanding performance at work, the department will commend and reward them in various forms, so that employees can create a good atmosphere of striving for advancement and comparing their contributions. The core of business is to create products, and the core of hotels is to create services. In daily services, employees are required to provide "five-hearted" services in accordance with the service standards of simplicity, convenience, speed, speed and good quality. Jane: Work procedures should be simplified as much as possible, work instructions should be as simple and clear as possible, and feedback should be concise and to the point. Convenience: Let customers feel convenient everywhere from entering the store to leaving the store. Fast: Guests’ needs must be met as quickly as possible. Jie: The waiter's response should be agile, and he should be able to quickly understand and respond to the guest's words and deeds, and then provide good service: the guest should have the feeling of "value for money" after receiving the service. Things are hotel products namely: services. Five-hearted service: serve key guests carefully, serve ordinary guests wholeheartedly, serve special guests attentively, serve picky guests patiently, and serve guests with difficulties enthusiastically.

2. Renovation of the peripheral green environment and replacement of indoor green plant varieties

The hotel’s peripheral greening has always been managed by PA employees themselves. Due to the lack of technology and experience, some green plants are not well maintained. Well, in addition to the lack of rain in Hainan this year, there has been a phenomenon of drying up. Next year we will replace the dead plants, try to plant some flowering plants, and replant some southern fruit trees in the outer area to add some joy to the hotel. Hotels now have the problem of a single variety of indoor plants and low quality. Next year we will contact a suitable landscaping company to reach an agreement to completely solve this problem. 6. Replacement of guest supplies on the business floor. After the current renovation of the guest rooms on the business floor, guests feel that they are of a higher quality. However, the guest supplies in the rooms have not been replaced and are of average quality, which is very uncoordinated. It is planned to replace the guest supplies on the business floor, such as replacing tea bags with loose tea leaves, replacing the packaging boxes of bathroom supplies with reusable bags, etc., in order to improve the quality of the room.

3. Reduce service links and improve service efficiency

Service efficiency is an important part of service, and many complaints are caused by lack of efficiency in service. Any requests and services put forward by guests are hoped to be solved as soon as possible instead of being pushed back and forth, so it is imperative to implement "one-stop" services.

After guests check into the hotel, they are not clear about the various service telephone numbers. Although we have made a small phone description on the phone, most guests will not read it carefully. When they need service, they just pick up the phone and dial a number. The number is always transferred back and forth, which is very inconvenient for guests and greatly reduces their satisfaction with our services. Our department will improve service efficiency by reducing service links.

Part 3: Hotel Room Manager’s Work Plan for 2021

1. Preparations before the opening

First of all, we must announce this year’s work to the department employees Goals, various work arrangements, and personnel transfers must be implemented in place to mobilize everyone's enthusiasm for work, adjust their working status, and quickly get into work. In the new year, hotel rooms must also have a new look. Strictly and carefully check the equipment of all hotel rooms to ensure that everything is normal, such as water heaters, toilets, door locks, all lights in the room, and air conditioners. All of these must be checked in a unified manner. As long as there is any fault, it should be replaced in time, and it must not affect the customer's check-in experience.

2. Strict recruitment with high requirements

At the end of last year, several staff in the housekeeping department applied to the hotel to resign due to their own personal arrangements. Currently, there are still several There are vacancies for two positions. I must have all the staff in the housekeeping department ready before the peak guest room occupancy period. Otherwise, it will be difficult to provide customers with the most attentive service. The positions that need to be recruited are two housekeeping cleaners and one housekeeping department supervisor. . But I must meet strict requirements for recruitment this year, and the following three conditions must be met. First of all, you must have work experience in this field, at least for more than one year, so that you can start your job directly and seamlessly, without the need for pre-job training, which saves trouble. Second, if the resume is clean, no major mistakes were made in previous jobs, and there are no bad records, I can rest assured to use such a person. Finally, if you have received training related to your job or have personnel management in the major you studied at university, this is for the position of customer service department manager. Such people can handle problems when they encounter them. Be able to have your own ideas and solve temporary emergency problems in a timely and adequate manner.

3. Market research, with the change of room prices

I ignored this last year, which affected the sales of the room department to a certain extent. I will also learn lessons this year. Adjust the room prices at any time according to the current hotel industry. We cannot use the same price for the whole year. Hotels now also have peak seasons and off-seasons. Which months are the most popular and which months are sparsely staffed? I also have an idea in mind, so I have to adjust the price of our hotel's guest rooms based on this actual situation and the price setting of other hotels in the same industry.

4. Listen to the opinions of customers with an open mind

What is the important factor for our housekeeping department to get better and better? That is definitely the opinions of customers. This year there will be one This is a special service that allows customers who have decided to check out to anonymously fill in their check-in experience. They can freely write on it what they think our hotel should improve. However, this is not mandatory. Just let willing customers fill it out. , Only in this way can we continue to improve the services of the customer service department, and make our guest room department more and more popular among consumers. This is also my ultimate goal.