As the customer service department of the hotel, how to effectively increase revenue and reduce expenditure and improve profit margin?

Generally speaking, the housekeeping department mainly includes lobby, guest room, public address and laundry room. Each region has its own functions based on different functional settings, and each region has its own functions to maintain the normal operation of the housekeeping department. As the director or manager of the housekeeping department, he is the overall head of the administrative department of the housekeeping department and plays an important role in controlling and coordinating the operation and management of the whole department. The work of the housekeeping department is carried out in an orderly manner under the coordination and arrangement of the overall person in charge.

The effective management and utilization of human resources is consistent with the principle of employing people in other departments of the hotel, that is, the number of people is not much, but the quality. Labor cost is an important cost component of the department, and only the salary part accounts for about 15%-25% of the income. With the intensification of talent competition and the improvement of various insurance systems, labor costs have also shown an obvious upward trend. Therefore, how to reduce the labor cost as much as possible without affecting the service quality is an important issue. There are five main ways to control the department's labor cost: controlling the number of employees, introducing talents reasonably, determining the reasonable personnel composition, making rational use of intern resources, and formulating reasonable salary and treatment.

Effectively control operating costs

1. Institutionalization is an effective way to control costs.

For the management department of this large area, energy control is an important issue. Energy saving and consumption reduction must be deeply realized by employees, and an institutionalized management model must be established at the same time. Lighting, electrical appliances and air conditioning in all business areas must be institutionalized, and the temperature and lighting of air conditioning can be customized at different times according to the needs of guests. Not only provide personalized service for guests, but also save energy for the hotel.

2. Convenience is the main way of cost control.

The workflow formulated by housekeeping department not only ensures the convenience of customer service, but also ensures the convenience of employees' operation, reducing the unnecessary loss of labor cost and time cost in the process. The formulation of all systems must meet the needs of customer service and convenient operation of employees, and ensure timely and effective control of operating costs. 3. Effective management method is an important guarantee for cost control.

Effective management methods will greatly reduce operating costs and obtain better benefits. Housekeeping department needs to keep a large number of items, which is also an important aspect of energy control.

4, easy to buy goods management

The purchase of guest goods is the primary material basis of room management activities, which directly determines the quality of room service and the benefit of the hotel. However, in the process of purchasing management, there are often problems such as not following the principles of quantity, cost and profit, and not being able to reasonably and effectively determine the best purchasing quantity, price, place and time, which inevitably leads to the loss and waste of cost accounting.

5, disposable goods control.

Most hotels issue disposable goods according to the standard amount, which meets the needs of guests, but there is hidden cost waste. For example, whether all the soaps opened by hotel guests must be replaced, whether the toilet paper left by guests and the toothbrush of single guests need to be replaced every day, and so on. In addition, whether the clean and intact soap box and bath liquid can be recycled is a cost loss. In a word, disposable goods must allocate according to the actual consumption, otherwise, it will lead to the failure of material control and the loss of goods.

6. Maintenance of equipment and facilities

Housekeeping equipment not only has many types, large quantity and high frequency of use, but also occupies the forefront of the hotel in terms of funds. In equipment maintenance, if we don't adhere to the principle of prevention first, and don't strengthen daily maintenance and regular maintenance, we can't make minor repairs, which will inevitably aggravate the damage speed of equipment, reduce the service cycle and increase the frequency of equipment replacement, which will not only cause a lot of cost waste, but also seriously affect the service quality of the hotel. 7. Energy consumption monitoring

Housekeeping department needs to consume a lot of energy every day, some of which are necessary (normal use by guests) and some of which are often out of control, such as basins, bathtubs and running water. When the waiter cleaned the bathroom, the lights in the room were not turned off in time. This also leads to the waste of intangible costs in intangible energy consumption.

8. Spare parts management

Room spare parts management is an important link to strengthen cost control. If thousands of spare parts are transported, used and kept every day, there will be cross-contamination, improper cleaning, scratches during transportation and washing, moisture and mildew during storage and other problems, which will increase operating costs. Strengthen the reuse of discarded items, such as replacing discarded sheets with pillowcases and combining pillowcases with one broken side. The impact of spare parts management on cost is also an aspect that we can't ignore.

Hotel industry is an innovative industry. The industry competition situation supported by new service projects and service concepts and the increasingly fierce market environment of homogenization competition have put innovation work on an important agenda. For the housekeeping department, it is necessary to broaden the extension and connotation of service items on the basis of fully discussing the feasibility of behavior and reaching an understanding of * * *, so as to attract more customers with "novelty, uniqueness and Excellence".

In the context of fast-paced life, consumers put forward higher requirements for hotel services. As a hotel customer service department, we should be good at management, do a good job of real-time control, reduce unnecessary waste, effectively save costs and expand profit space.

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