Hotel survey report

With the continuous development of China's economy, there are more and more opportunities for people to travel, travel, visit relatives and get together, and the relationship between hotels and people is closer. The following is the research report about hotels that I brought to you. Welcome to read!

Hotel Research Report 1 Corporate culture is the spiritual culture of an enterprise, and it is the corporate ideal, belief, values and hotel ethics formed by a hotel or hotel organization in its long-term business activities. The corporate culture of the hotel is the soul of the hotel. Tongcheng International Hotel officially opened on May 29th, 1998, and has occupied a place in the fierce market competition of Changsha hotel industry. In addition to the hotel's excellent hardware facilities, the hotel staff's awareness and cultivation of corporate culture have created a group of outstanding high-end talents in the service industry, which has enabled the hotel to truly meet the standards of five-star hotels in both hardware and software, and won a good reputation in Changsha and even the national market. The importance of corporate culture can be seen from this, but to what extent is our corporate culture now, and in which direction should we improve, develop and cultivate it next? In order to find out and solve these problems, in order to be realistic and targeted, a corporate culture survey was carried out.

This corporate culture survey is aimed at all hotel employees, and the results are as follows:

1. In the interpersonal relationship-oriented survey, employees have a certain team and cooperation spirit in their work, but their interpersonal communication is average. The overall performance is moderate and strong.

2. The goal of the hotel is clear: to build a model in the same industry and strive for world class. The hotel has certain teamwork ability, but it also has a general understanding of competitors. The overall performance is moderate and strong.

The corporate culture of the hotel is: the corporate culture of the hotel is people-oriented, creating a professional, international and standardized team.

At present, the corporate culture of the hotel should be in such a stage: basically possessed, basically good and basically formed, but we should continue to deepen and persist in struggle; If you don't pay attention, [find an article or arrive, more original! ] may deteriorate immediately. This is also suitable for the current development stage of the hotel, which is developing rapidly, but it faces bottlenecks. If you don't advance, you will retreat. Therefore, we must continue to establish and adhere to the corporate culture of hard work, innovation and hard work.

Team corporate culture is characterized by (relatively) high interpersonal communication and (relatively) high goal orientation. No matter at what stage of development, there are some common features:

1, hotel members have a certain sense of team and membership;

2. Hotel life is strengthened from time to time through certain social activities;

3. Pay attention to justice and fairness to some extent;

4. The consistency of goals is usually reflected by the equal sharing of risks and rewards among hotel members. When consistency is manifested in corporate goals and corporate values, it also has obvious external performance. The hotel staff culture wall always shows the statement about the mission, which inspires the enthusiasm of the members instead of ridicule;

5. Hotel members have a certain understanding of competition.

It should be noted that there is a fixed tension between focusing on interpersonal communication and goal orientation, which makes team enterprises have a natural instability, especially low-level team enterprises. [If you need an article, please go to the message board in the station, 12 hours to solve your problem! It is very easy to slip into or transform into a profit-oriented, network-oriented or even split corporate culture. The success of team culture mainly depends on the efforts and persistence of top managers. This culture applies to the following situations:

1. Innovation activities need meticulous and extensive cross-functional and even cross-regional collaborative efforts, and there are real synergies and real learning opportunities inside the hotel;

2. The hotel pays attention to long-term strategy rather than short-term strategy;

3. In a dynamic and complex enterprise environment.

Network culture is more suitable for long-term, local-oriented and less collaborative environment, which is different from the industry and market situation in which the group is located; Interest-oriented corporate culture is more suitable for the social environment with rapid change, fierce competition and indifferent interpersonal relationship, which is inconsistent with our concept of pursuing a century-old enterprise; As for the split corporate culture, it is the opposite of ours. Therefore, the corporate culture of the hotel must further adhere to the team-oriented development, while continuing to strengthen the goal-oriented and interpersonal relationship-oriented.

Specific measures to strengthen goal orientation:

1. Actively implement performance management, further strengthen the hotel's unified understanding of strategic objectives, and ensure that every member and activity of the hotel does not deviate from the correct objectives.

2. Create a sense of urgency.

3. Enlighten all members to understand the concept of Guangtian through internal publications, briefings, communication, training and internal networks.

4. Encourage employees to win. Hire and promote people with strong internal drive or ambition, establish high performance standards, and stimulate this fighting spirit by highlighting personal image;

How to further enhance the orientation of interpersonal relationships;

1. Establish a learning organization with a knowledge platform;

2. Improve the sharing of thoughts, interests and feelings by recruiting people who are good at teamwork; Care about employees like friends and set an amiable example.

3. Promote social communication among employees through informal gathering activities inside and outside the hotel;

4. Narrow the grade difference and seek the flattening of the company; Reduce the red tape among hotel members, so that employees can combine at will and get along equally in the workplace.

Attach importance to hotel corporate culture, and make mature enterprises change from strict standardized management to people-oriented cultural management. The most important condition for an organization to survive for a long time is not the structural form or management skills, but the spiritual power we call faith and the attraction of this belief to all employees in the organization.

In a word, corporate culture is a very important concept in the process of hotel management, which, like core values, determines the development direction and competitive advantage of the hotel. If we can define our corporate culture and push it in the right direction, it will play an inestimable role in enhancing the competitiveness of hotels.

Hotel research report 2 Hotel financial analysis is an important method of hotel financial management. At the end of each business period, through the preparation of a series of financial statements, analyze the current financial situation and operating results, and summarize the related issues of the results.

In addition to the balance sheet, profit and profit distribution table and cash flow statement (annual report), the hotel should also prepare a series of internal indicators analysis tables. Due to the statements submitted to state organs, both state-owned and other forms of enterprises do technical processing. As a result, several reports were recompiled. Now analyze the financial statements prepared by the hotel one by one. Report analysis methods generally include the following:

First, comparative analysis: it is to compare the implementation results of the same financial indicator in different periods, so as to analyze the differences and make comparisons. There are generally two methods: absolute number comparison and relative number comparison.

Second, factor analysis: a financial indicator is often influenced by many factors, which can be decomposed into various purchase factors, and then the influence degree of each factor is quantitatively analyzed to point out the direction for the next work.

The balance sheet is a static state that reflects the financial situation of an enterprise in a certain period. According to the items on the report, the following ratios can be analyzed to reflect the financial situation of the enterprise:

1, current ratio = current assets? Current liabilities? 100% This indicator measures the ability of an enterprise to repay its current liabilities, and generally 2: 1 is appropriate.

2. Quick ratio = quick assets? Current liabilities? 100% This indicator measures the ability of an enterprise to repay short-term liabilities with assets that can be realized at any time. Generally, 1: 1 is appropriate.

The above financial analysis report about the hotel is for you, I hope it will be helpful to you. If you like this article, please share it with your friends.

Hotel research report 3 1, hotel income analysis;

The operating indicators of each department of the hotel are: total turnover of 6.5 million, including catering department of 6.5438+0.95 million, profit and loss index of-250,000, housekeeping department of 3.4 million, profit index of 2.2 million, recreation department of 670,000, profit index of 6.5438+0.70 million, other income of 500,000 and logistics management expenses of 6.5438+0.62 million. The overall profit and loss goal is to break even. As of165438+1October 30th, with the correct guidance of the leaders and the joint efforts of all the staff, we completed the annual business target of 6.5 million yuan issued by the company one month ahead of schedule, and achieved the goal of breakeven, with a profit of about 400,000 yuan. However, according to the hotel income table, the Housekeeping Department and Recreation Department exceeded the established turnover targets of 3.4 million yuan and 670,000 yuan, but failed to achieve the targets due to some reasons such as the restaurant's transformation from western food to Chinese food in February of the beginning of the year.

2. Internal and external sales of the hotel

2. 1 external sales

The task of external sales is mainly completed by the hotel marketing department. Our customers are mainly divided into seven categories: business customers, government customers, intermediary customers, tourism groups, corporate conference groups, coastal owners and individual customers. The marketing department expands and maintains according to the differences of each customer source. This is the second year of the official opening of the hotel. Call a new store in the hotel industry. The accumulation of tourists began to slowly precipitate, and a number of relatively stable business tourists, corporate conference groups and tour groups appeared. From the trial operation in June 5438+10 to the end of this year, there are about 160 business companies that have signed contracts with our hotel. All units and departments of the district government have signed housing agreements with our hotel; Five major domestic agents (Ctrip, E Long, Tongcheng, knowledgeable person, 12580) have opened hotel reservation services, and tried to cooperate with foreign agents (in line) to expand customers in Hong Kong, Macao and Taiwan, Japan, Southeast Asia and other places; Group tourists such as Debon Logistics, uc, China Life Insurance, Yangcheng Tour, China Travel Agency, China Youth Travel Agency, Professional Travel Agency, Zen Tour, Vientiane International Travel Service, etc. have all taken the hotel as a long-term fixed-point cooperation unit. In addition, relying on the influence of Yuexiu Group and Nansha Company, all branches of the Group, sister units and cooperative units of Nansha Company have also become an indispensable part of hotel tourists.

2.2 Internal sales

The task of internal sales is mainly completed by the hotel front desk, recreation front desk and restaurant floor. Internal sales refers to a sales method of the front-line department of the hotel for individual customers, that is, how the front desk recommends our sincere and expensive hotel rooms for individual customers, and how the floor waiter of the restaurant recommends appropriate dishes to the guests according to their preferences and hotel characteristics when ordering. After more than a year of training, the front desk staff mastered the skills of selling houses, from high prices to low prices, from luxury rooms to ordinary tenders, and tried to keep every guest who didn't make an appointment or call home; In February, the restaurant began to transform from western food to Chinese food. Under the training of the manager and chef of the food and beverage department, the waiters in the restaurant have mastered the basic workflow of Chinese food, and every employee has gradually entered the working environment of Chinese food.

3. Internal management

3. 1 The conference system and training system have been gradually improved.

The meeting system of the hotel is to ensure the normal development of hotel management, make the administrative instructions, management concepts and work arrangements of the hotel be conveyed timely and accurately, and all departments do a good job of coordination, so the implementation of the meeting directly affects the normal operation of the hotel. Training is the best welfare for hotel staff, which can not only improve the work efficiency of hotel staff, but also better reflect the comprehensive management ability of the hotel. Therefore, the hotel has established a regular meeting system for employees above the department head every Wednesday to ensure that the problems and matters that need to be coordinated by various departments can be solved in a short time, and the management ideas and instructions issued by the leaders can be conveyed to the department heads in time. Each department arranges weekly training meetings for employees according to their own working hours. In addition to training employees, the training meeting also has an important function of conveying the contents of the hotel regular meeting every Wednesday to employees, so that employees can know their own work deficiencies and hotel operation information in time.

3.2 Hotel staff's courtesy and gfd

Etiquette, courtesy and gfd of hotel employees are important components of the company's image and one of the standards of service level. They not only reflect employees' attitude towards work, but also show employees' courtesy and respect for guests, which can better reflect whether employees are positive or not. So politeness and gfd are the most emphasized points in all internal management. If an employee doesn't know or can't do the courtesy and gfd stipulated by the hotel, then no matter how highly educated he is and how hard he works, he can't become a. At school, I made a ppt for the training of courtesy and gfd according to the characteristics of each department, and according to the monthly training plan, I gave targeted etiquette training to employees in each department, especially managers and front-line employees. Now, the overall quality of hotel staff has been significantly improved. When going to work, they can arrange their clothes according to the company's requirements and take the initiative to greet colleagues and guests.

3.3 Document Management and Hotel Material Management

In the middle of this year, after the document management training organized by Yuexiu Group, we deeply realized the importance of document management to the internal management of a hotel. After the training, we reformed according to the requirements of the group company for document management and the actual situation of our hotel. Each department made corresponding folders according to their own work contents and processes, and numbered the folders. The basic folders of each department should be made, such as monthly shift schedule, monthly attendance, meeting records, training records, hotel notices, monthly hotel income statement, fixed assets inventory table, consumables inventory table, etc. The fixed assets inventory table and consumables inventory table in hotel material management are particularly important. This year is the second year of opening, and the increase, loss, reporting and allocation of hotel items are very large, which is easy to cause the loss of hotel assets. Therefore, the material management implements monthly inventory, and the responsibility lies with people. This measure has played an important role in maintaining hotel assets.

3.4 The staffing and salary system has been gradually improved.

Personnel are the foundation of hotel management. Reasonable staffing and mobilizing employees' greatest enthusiasm are the guarantee of maximizing hotel operation efficiency. After 1 years of exploration and reform, the administrative department has formulated a relatively perfect personnel system according to the scale and characteristics of our hotel. Our hotel has 7 1 employees, 63 more than last year. The increase is mainly because pa was made by a cleaning company last year. At the same time, the hotel's turnover increased significantly, but the number of people increased less, which benefited from the leadership thought of General Zhong and the implementation of the staffing of the administrative department. When trying out the personnel system, the heads of various departments can also actively cooperate. For example, the manager of the food and beverage department arranges personnel according to the actual situation of the hotel, and combines aunt dishwashing with bean jelly; Housekeeping department flexibly deploys pa personnel to clean the floor when the number of rooms is large; There are only six receptionists at the front desk. According to daily work experience, arrange people to work in two shifts during busy hours? These measures have greatly saved labor costs and made important contributions to hotel profitability. While the hotel is profitable, the administrative department rewards the employees and management of all departments according to the assessment plan and commission plan formulated at the beginning of the year, which is reflected in the form of bonuses, which greatly stimulates the enthusiasm of the hotel employees and management, makes them feel a sense of ownership, always feel at home, and strives to make achievements for the hotel.

3.5 Cost control

Hotel cost is mainly composed of three parts? Labor cost, energy consumption cost and material cost. What is the control of labor cost? 3.4 The staffing and salary system are gradually improved? Already mentioned; The energy consumption cost in hotel operation is mainly water, electricity and gas. Guest room is the main pillar of hotel operation, and the consumption of water and electricity is also the largest. Controlling the water and electricity consumption of guest rooms is the key to control the energy consumption cost. Therefore, in the room management, it is stipulated in the form of a system that employees are not allowed to turn on air conditioners to make rooms. Check whether the air conditioner is turned off at the first time when making rounds, and it is not allowed to turn on the air conditioner in public areas and staff toilets. If there are guests. In terms of cost control of consumables, the main housekeeping department has also set an example, replacing paper cups with plastic coasters, disposable slippers with foot slippers, and bottled shower gel and shampoo with canned products. This series of reforms helped the hotel save more than 50,000 yuan in cost control of consumables within half a year, which is just the tip of the iceberg.

3.6 Internal communication and unity

Internal communication and unity are mainly the expression of corporate culture formed by people above the director level in the hotel working environment, and the cohesion within the hotel directly affects the work efficiency and cooperation ability of all departments in the hotel. Since the second quarter, a staff meeting has been held every quarter. At every staff meeting, the heads of all departments reported the work contents of last quarter, staff birthday party, excellent staff selection, hotel safety training, etc. After internal discussion and summary, the hotel summed up our unique service concept and core values. Our service concept is: all-round service; Active service; Let everyone (guests, colleagues, etc.). ) feel concerned and loved. Our core values are: the interests of guests are always the first; Deal with things fairly, reasonably and transparently, respect, care and train employees, and force you to become a talent; The process is as important as the result. Simplify processes, reduce costs, be brave in innovation, pursue efficiency and create profits. We will always follow this service concept and core values, and build our employees into a team with strong cohesion and combat effectiveness.

4. Guest satisfaction

Customer satisfaction is the degree of evaluation and recognition of the hotel by the guests, and also reflects the management level and service quality of the hotel on the other hand. At the request of the guests, the hotel added a high-power wireless network to enhance the network signal. Since August, it has been equipped with 25 refrigerators, and the restaurant provides western-style breakfast. These are the services that the hotel constantly improves and perfects its own software and hardware according to the needs of customers. The customer satisfaction score of the intermediary reservation center is also the most credible and influential. Among the top five domestic agencies, the online satisfaction of Tongcheng Hotel is 98%, that of E Long is 95%, and that of Ctrip is 4 (out of 5). Because knowledgeable person and at 1 12580 mainly book by telephone, there is no customer satisfaction survey on their websites. To sum up, it can be seen that in less than two years since the hotel opened, our management and service have been satisfied and recognized by the vast majority of customers through reform and innovation, which is also the reason and motivation for us to carry out our work according to this year's working ideas and management model.

5. Shortcomings of hotel work this year.

5. 1 Marketing Department

5. 1. 1 sales

This year's business indicators are the business performance from the beginning of the year to July, and it is quite arduous to complete the annual task, because the marketing model of our hotel has always been based on relationship marketing, with customers introduced by company leaders, colleagues, nearby owners and company customers with friends or friendly units as the main ones. In the off-peak season, the situation is quite obvious, with travel agency customers as the main ones, but it began to turn in August. Due to the closure of Clifford Hotel, most business customers moved to our hotel, which led to a blowout in the hotel's operating performance. This phenomenon also reflects that our marketing department has not done enough sales work and its marketing ability is weak. Before the closure of Clifford Hotel, it was impossible to tap these important business customers by personal ability.

5. 1.2 shopping mall

Because the employees in the mall are in the same office as the colleagues in the sales department, they often contact with the guests. However, the lack of communication and expression skills of employees in shopping malls will directly cause bad impression on the hotel and affect the image of the hotel.

5. 1.3 lobby

The streamlined front office includes six managers and foreman * * *, but many reception processes and document processing in the front office have not been reasonably simplified, and many document processing needs employees to work overtime to complete. The front desk is too crowded and the proportion of documents is messy. Although great progress has been made in customer complaints, there are still many skills to be strengthened in communication. In customer service and internal sales, there is a lack of systematic and standardized management, and the manners and manners of new employees and gfd training need to be strengthened.

5.2 Administration Department

Administration and personnel

Xie and Wang Bin, deputy managers of administration department, are in charge of administration and personnel work. Since opening, although they have made great reforms in administration and personnel, the hotel's internal rules and regulations, training system, emergency plan implementation assessment and responsibility division system are still not perfect, and personnel policies, employee benefits, salary system and commission plan need to be further improved and perfected according to the hotel's operating conditions.

engineering

There are three engineers in the hotel, and at least one electrician is on duty 24 hours a day. In case of emergency, ensure the engineer to solve and deal with it as soon as possible. Hotel engineers can basically solve small-scale maintenance, but the maintenance of large machines needs the assistance of property engineering. The engineering department still lacks a qualified equipment manager. I hope the engineers can get familiar with the hotel facilities and equipment as soon as possible, and someone will be admitted next year and become a qualified equipment manager. Secondly, engineers often have to repair guests' rooms, and the courtesy of customer service and gfd need to be further strengthened.

safe

The hotel has two security guards, both of whom are on duty at night. Because the security guards are older, their ability to deal with emergencies in person is weak, which requires security guards to improve their ability to find and report problems. In this regard, the manager of the administrative department will strengthen the training in this area in the new year. Secondly, in this year's spot checks, the problem of security guards sleeping at night was found many times, and warnings were given. I hope the administrative department will strengthen training to prevent this kind of phenomenon from happening again. This year's safety production work has also been praised by the company and leaders, and no serious safety production accidents have occurred. I hope all hotel employees can always be so vigilant in future safety production.

staff canteen

After the reform at the beginning of the year, the staff dining room was separated from the hotel's guest dining room, with Cantonese cuisine as the main food, which not only ensured the service quality of the restaurant, but also better controlled the dining cost of the staff. Compared with last year, employees' meals have been significantly improved and their satisfaction with working meals has been greatly improved.

5.3 Housekeeping Department (pa Room)

5.3. 1 guest room

This year, the quality of room service has been recognized by leaders and guests, but the leadership ability of room foreman and supervisor needs to be further strengthened, mainly reflected in communication problems. Secondly, the quality of customer service needs to be improved. In spot checks, it is often found that waiters and guests do not say hello when they meet, nor do colleagues from other departments. Thirdly, the assets of the housekeeping department account for 80% of the hotel, and the management of assets is particularly important. The inventory and cost control of fixed assets and consumables directly affect the profit and loss index of hotels, so the asset management system should be further improved and perfected.

5. 3. 2 Pa

Pa is a waiter in charge of public area sanitation, and also plays the role of room attendant when there are many houses. Since August, almost two-thirds of the time, pa personnel have to be sent to the floor to clean the room. However, the quality of their independent rooms is not comparable to that of ordinary room attendants. The technical work in public areas, such as marble crystal surface treatment in the lobby and floor polishing, is not professional enough and needs further training and study.

5.4 Food and Beverage Department

5.4. 1 restaurant floor

At the beginning of the year, the restaurant changed from western food to Chinese food, and the learning task on the floor was very heavy, which also required great adaptability. In the process of transformation, for a period of time, people were unstable and mobile, and communication and coordination with other departments were uncoordinated, especially the kitchen. However, after running in and adapting, they can basically exert their maximum work efficiency now. In terms of cost control, the loss of fruit and beverage on the floor is very large; Poor subjective initiative in sales, not actively put forward innovative sales ideas to promote the increase of restaurant turnover.

kitchen

The kitchen has contributed a lot to cost control this year, and the gross profit has been above 50%. The quality of products has also been appreciated by many customers and leaders. However, the assessment indicators of the kitchen are not linked to the turnover. Because of the price, many travel agencies have lost group meals and small company groups, so it is unscientific to mix the cost of breakfast with gross profit in dinner, because breakfast is a supporting service of the hotel. In the hotel industry, it is not the purpose to include breakfast in the room rate to make money, but the most important thing is to make guests satisfied with the hotel. Generally, the gross profit of breakfast in four-star hotels can reach 30%, which is a very good result.

5.5 Entertainment sector

During this year, the sports department was responsible for many tasks, such as meeting room, sports, swimming pool, kangaroo club, and the eighth stage cleaning of Juancheng. Due to the scattered staff, almost no training has been carried out. Although the fighting spirit of every employee is worth learning from all hotel employees, the basic qualities of sports department employees, such as manners and etiquette, gfd, are the worst in the hotel, which damages the image of the hotel in many conference receptions, and the manager's responsibility cannot be shirked.

5.6 Finance Department

The main function of the financial department is supervision and service. There are some problems in supervision. The warehouse keeper is directly in charge of purchasing duties, and the monthly inquiry system is not implemented at one time. All the inquiries are made by a department of the administration department, which leads to some one-sidedness in the inquiry. Individual warehouse managers do not report leaving the warehouse during working hours and do not take mobile phones, which seriously affects the normal work of various departments in the hotel; The lack of functions of services and other departments is mainly due to the fact that financial personnel have never been engaged in the hotel industry, lack experience in handling hotel financial work, and share part of Nansha Company's work in addition to the hotel's work tasks, which reduces work efficiency. The problem is not terrible. As long as we can find and face them correctly and work out solutions and strategies, we can make dating better and better.

Through the above summary, the work of the whole year can be described as gains and losses. As the operation director of the hotel, my work and responsibilities have strengthened my sense of responsibility and mission. We believe that under the correct decision of the company's leaders, all our staff will be United and enterprising, United and pragmatic, pioneering and innovative, and constantly strive to create greater glories for the hotel!