Traditional Culture Encyclopedia - Hotel accommodation - About the hotel's work plan for the second half of the year
About the hotel's work plan for the second half of the year
About the hotel's work plan for the second half of the year 1
First, ensure safety and promote business.
Under the current circumstances, in order to ensure that all the work of the hotel can be carried out normally and the operation is not affected by any policies, the hotel will strictly follow the requirements, require the front desk receptionist to complete the registration and upload, register every guest according to the regulations of the Municipal Public Security Bureau and the local police station, input the information into the computer, and conscientiously implement other notices issued by the Public Security Bureau. Secondly, it is necessary to strengthen the training of all staff's safety emergency knowledge, so as to make the outside loose and the inside tight.
Second, pay attention to training and improve quality.
Business knowledge and service skills reflect the management level of a hotel. If we want to keep the business knowledge and service skills unchanged, the training work can't keep up, and the new and old employees will be updated quickly, which will easily lead to insufficient work enthusiasm and lax business level, especially for an enterprise that has been operating for six years, which will directly affect the brand. With the development of the head office and the hotel as the goal, improve employees' awareness of the importance of training, actively guide employees to study consciously, improve their skills, and enhance their self-confidence in participating in the next reform of the enterprise. Cultivate a high-quality staff with excellent service and unique skills.
Third, increase revenue and reduce expenditure, reduce costs and increase per capita consumption.
Saving energy and reducing consumption is the slogan that the hotel has been promoting, and it is also the daily work that is being vigorously carried out. For example, the water meter is installed at the faucet end, the electric meter is installed in each area, and the respective fee areas are separated from the postal service. At the same time, the switch control of air conditioning and office electricity consumption are reasonably adjusted and re-planned; Secondly, according to the inflation index and the survey of the same industry, the hotel will float the price of products (rooms and meals) at any time, so that enterprises can grasp the market dynamics more flexibly, improve their performance and not miss the opportunity; In addition, in the specific division of labor, the hotel requires the equipment used in each area to go to various departments, and each department requires teams or individuals to be responsible. These are the embodiment of the awareness of small potential savings and the grasp of market conditions.
Fourth, persist in innovation and cultivate innovative consciousness.
Innovation is the motive force and soul of hotel's survival. Only by innovation can we feel the growth of the hotel. For example, the hotel will hold a product serving competition, with the purpose of letting chefs know what artistic serving is, saving costs and improving the overall quality of dishes.
Fifth, strictly control costs and strengthen detailed accounting.
Controlling various costs is to increase income and generate income.
Sixth, strengthen the maintenance of equipment and facilities and stabilize star service.
After six years of ups and downs, the hotel's hardware facilities are also old and aging. In the face of fierce market competition, it can also be said that it is a long way to go. Engineering problems often occur, affecting the normal service to customers. In addition, the frequent occupancy rate of customers leads to untimely maintenance, which leads to an increase in the maintenance of facilities and equipment. Strive for the occupancy rate of the hotel and improve the economic benefits of the hotel.
Seventh, improve enterprise cohesion with humanized management.
To improve enterprise cohesion, it is necessary to improve employee satisfaction, which is the ultimate embodiment of humanized management. Every employee wants to have a fair evaluation of his value in the enterprise. This requires enterprises to adhere to the principle of "fairness and justice". That is, performance appraisal should be fair, selection opportunities should be fair, and problems should be handled fairly and openly. Secondly, it is necessary to plan the career development of important outstanding employees, especially those key personnel who may affect the future development of the enterprise, and guide them to correctly establish their professional outlook and life values. In addition, it is necessary to establish open and harmonious communication channels, which is a necessary way to implement humanized management, so that everyone can actively participate in and express their opinions, work and life, and further promote the exchange of opinions between leaders and personnel at all levels.
When the enterprise gives care to employees, employees will serve the enterprise with great energy. As long as we attach importance to employees, employees will serve the enterprise and enhance the cohesion of the enterprise. It is imperative to be a century-old shop.
Hotel Work Plan II for the Second Half of the Year
First, strengthen learning and dedication.
Maintaining a good working attitude and establishing a correct outlook on life and values are the keys to doing a good job. Therefore, this year, with the help of the national education activities to maintain party member's advanced nature, we will carry out the study and education activities to improve employees' professional ethics in a planned and targeted manner, help departmental employees cultivate their dedication to their posts, and establish the concept of serving them wholeheartedly. At the same time, the department will also organize employees to actively participate in hotel training. According to the annual theme training plan of the restaurant, it will also organize employees to carry out training on hotel rules and regulations and business knowledge on a regular basis, so as to continuously improve the business skills and level of department employees and improve work efficiency through training and learning.
Second, strict discipline creates an image.
Discipline is a behavior rule that a group must abide by in normal work and life, and it is an effective guarantee to improve the combat effectiveness of the department. The ancients said, "No rules can make Fiona Fang". Therefore, to do a good job in 20__ years, the general office must take strict organizational discipline as a guarantee and always pay unremitting attention to organizational discipline. Department leaders should take the lead in managing themselves and completely put an end to violations of discipline and discipline. The behavior and dress of department employees should be standardized, and efforts should be made to make the comprehensive office a civilized window of the hotel.
Third, innovate management and stress practical results.
1. Beautify the restaurant environment and create a "warm home"
Strict hygiene management ensures the cleanliness of the restaurant and provides a comfortable environment for the guests.
Effective measures: strengthen health management in the second half of the year. In addition to continuing to adhere to Thursday's health check-up, we will also conduct irregular check-ups and strictly follow the standards, and never go through the motions or become a mere formality. Inform the inspection results, formulate the reward and punishment system, and implement the reward and punishment cash, so as to enhance the sense of responsibility of all departments, mobilize the enthusiasm of employees, and make the restaurant hygiene work leap to a new level. In addition, we must thoroughly prevent flies, rats and cockroaches. At present, it is the peak period of rat beetle breeding, so we should strengthen prevention and control to effectively eliminate flies, cockroaches, rats and other pests.
To beautify restaurants and create a "warm home", flowers and plants are indispensable. In the second half of the year, we will cooperate with the new flower company to strengthen flower management, and invite the flower company to come to the store regularly for pruning and cultivation to keep the flowers clean and beautiful, and immediately change the colors and varieties of flowers according to the situation, so that the flowers in the restaurant can be evergreen and develop together, hoping to give guests a warm feeling of home.
2. Innovate dormitory management and create a "comfortable home" for employees.
Dormitory management has always been a weak link. In the second half of the year, we will strengthen management to create a real "comfortable home" for the employees in the store, so we must have a clean dormitory environment. We require the dormitory administrator to do a good job in public areas, and each dormitory has a dormitory administrator who is responsible for arranging and urging the dormitory staff to clean up, requiring indoor cleaning items to be placed neatly and checking the sanitary conditions of each dormitory.
The second is to strengthen the dormitory safety management, prevent fire and theft at all times, prohibit outsiders from entering and leaving at will, and implement the dormitory outsider inquiry and registration system to ensure the personal and property safety of employees.
Third, change management type into service type. Administrators have to be transformed into residential staff, while most of the waiters are young and lack social experience, so they need our care in many aspects. Therefore, dormitory administrators should pay more attention to their ideological and emotional changes, care about everyone's life, and especially give family-like care to sick employees, so that everyone can feel as warm as family.
About the hotel's work plan for the second half of the year 3
1. culture
1. Complete the study and assessment of two SOP processes every month, organize employees to carry out training in a unified way, and each team leader will strengthen the assessment of team employees, thus enhancing employees' business skills and improving their quality and professionalism.
2. The team should understand the knowledge of training and assessment, make a training schedule according to the requirements of the department, arrange employees to study according to the schedule, and then the team will conduct assessment.
3. Conduct case training early every day to improve employees' ability to solve and deal with problems. Analyze vivid cases of posts to avoid the recurrence of such cases and improve service quality.
4, in view of the shortcomings found in the work, arrange special training. The foreman should organize employees to conduct on-site training and guidance for the irregular placement of items found in unannounced visits; In view of the present situation that there are many items left behind for a period of time, the staff are arranged to carry out ward round training to guide the staff to find the blind spots that are easy to ignore in ward round.
5. The cross-training of room service and switchboard personnel has been carried out in batches since April. Through the cross-learning between the employees of the two positions, the professional level and comprehensive quality have been improved, and they are also familiar with the workflow and operational skills of each position, which is convenient for the smooth merger of the two positions in the next stage.
Second, management.
1. The occupancy rate has been high since last year, especially in March and April. All employees work overtime to help each other and complete the cleaning and various customer service work. The lack of principals leads to a large area in charge, which affects the quality of control. Since April, the third floor (7-9) has been assigned to Colin Company to assist in inspection and control, which has reduced the workload of principals, and the health quality and personalized service have been stable since the cooperation.
Last year, the overall service quality was relatively stable. From June to May, 65438' s group questionnaires all exceeded the departmental assessment indicators, and the scores of each month were relatively stable, with no ups and downs. Our excellent service can be reflected in confidential letters and online reviews, which have been well received by guests. Especially in this year, the number of online individual customers increased sharply, which brought us great pressure, especially the overall hardware level of Building 8 was insufficient. We have improved the satisfaction of our guests through various personalized services and won a good reputation. In February and May, the guest room post of Building 8 and the reception post of Building 8 were awarded the title of excellent service team of the hotel respectively, which was an affirmation of our service quality.
3, make a special health plan, room health corner to fill the table. In view of the decline in health quality since last year and the lack of staff to carry out various health plans, the post has formulated a special health plan, requiring each employee to complete the special plan while completing his own workload. Although there was some resistance at first, through continuous publicity, it was finally understood by all the staff.
4. The sales awareness of the post has been continuously enhanced. During the period of1-May, the post workers completed the contribution of room and meal, exceeding the assessment index of the department. The sales awareness of grass-roots employees has made great progress.
5. The arrangement, innovation and implementation of normalized cases have made personalized services constantly innovative and follow-up, which has won unanimous praise from guests. For long-term guests and VIP guests, special shampoo and bath are provided, special mouse pads are added, and plastic wrap is provided on each floor to facilitate employees to provide personalized services for guests, and special small gifts (Wang Zi steamed buns) are provided for guests on holidays. Through our continuous efforts, personalized service has become the biggest highlight and advantage of housekeeping department.
Three. reception service
1. Successfully completed the reception work of each Golden Week, and all positions cooperated closely and followed up as planned. All the assessment indicators have been completed, and basically "0" complaints about service quality and "0" accidents have occurred. At the same time, they have also accumulated some experience in golden week reception;
The opening of Fuxia EMU since February and May has brought us a large number of passengers. After a period of reception work, the post worked out the summary and ideas of customer reception for EMU, which provided guidance for the next stage of work.
3. Effective follow-up of government butler service. Since last year, the station has sent a number of butlers to follow up VIP guests and groups, which has gained a good reputation. While doing a good job of reception, the butlers actively promoted the products such as room delivery in the hotel, which increased their income; At the same time, actively assist the hotel conference housekeeper to do the work of conference assistant housekeeper and complete the conference reception of each batch.
4. The post should make plans for different reception work in advance, basically form a convention, and achieve good results;
5. Innovate the layout of honeymoon rooms and increase the selling points of hotel products.
Four teams and people.
1, the implementation of employee care plan, SMS blessing, singing birthday songs and giving gifts to birthday employees and many other employee care activities have been unanimously recognized by employees, which has improved employee satisfaction;
2. Organize many batches of outdoor team activities, which increases the communication opportunities of employees, relaxes the body and mind while working, and enhances the cohesion of the team;
3. Hold a monthly quality inspection analysis meeting every month to analyze the problems existing in the post last month and evaluate and reward the work of each team, which has played a certain incentive role;
4. On the basis of team questionnaire assessment, gradually implement the reward and punishment system of foreman KPI assessment, so that the assessment indicators can be decomposed into teams and teams, and the rewards and punishments are clear, which is conducive to achieving the assessment indicators efficiently;
5. Establish a personnel training mechanism. According to the career orientation plan, four employees, two foremen and two receptionists have been trained last year.
deficient
1, the shortage of post personnel and the heavy workload of employees have caused some complaints and misunderstandings of employees, and the workload arrangement has a certain pressure, which has also affected the health quality and customer service quality, which has been the main severe test since last year;
2. The training effect is not ideal, the assessment results of the second-level SOP process are unstable, and the employees' acceptance is not high. At the same time, some teams failed to follow up and forgot after training. Other routine training still has the situation that employees are not motivated, feel redundant and are unwilling to participate. At the same time, on-the-job training is not innovative enough, and the form is still relatively simple;
3. The quality of hygiene has declined, and there are cases where the OK room is not OK and the room hygiene cannot be guaranteed. Careless operation of employees and inadequate inspection and control of foremen led to a decline in overall sanitary quality. In the second-level quality inspection of the department and the third-level quality inspection of the post, the frequency of rooms with scores below 95 is higher;
3. Professionalism is not high, standardized operations are repeatedly checked by departments, team execution needs to be strengthened, on-site supervision by managers is not enough, employees often don't follow the process, and they always have self-righteous thinking, which leads to many complaints from guests;
4. The personalized service of employees is still in a passive state and needs the supervision and inspection of managers. What was not done during the inspection occurred repeatedly; Because some employees are illiterate and some employees are afraid of trouble, there are still cases where message boards are not provided.
5. The rationalization suggestions of employees are not innovative enough, and everyone's enthusiasm for participation is not high. At present, no employee's rationalization proposal has been adopted;
6. The investigation work is still not fully prepared, the foresight is not strong, the arrangement is not in place, and there are many problems, which expose the problems at the level of our group and affect the reputation of the hotel;
7. Individual employees' team consciousness is not strong, which affects the development of post work and has a bad influence on other employees.
In the coming year, my post will continue to focus on the requirements of hotels and departments, and adjust the following ideas according to the problems existing in the previous year:
1, focusing on strengthening the rewards and punishments of quality inspection, making a list of daily quality inspection, so as to achieve rewards and punishments, forming the competitive consciousness of each team and every employee, so that everyone has a certain pressure and turns pressure into motivation;
2. Conduct special health statistics and appraisal every month, and reward employees with good performance to improve health quality; At the same time, assess the hygiene quality of the team, reward the team with stable monthly quality and reward the foreman personally;
3, continue to do a good job in the follow-up inspection of special sanitation planning, and improve the quality of special sanitation planning;
4. Complete personnel supplement and training, upgrade and cultivate reserve talents, and relieve personnel pressure;
5, to carry out business skills competition between employees and foreman, improve service skills;
6. Continue to follow up the training and assessment of new employees. In addition to the one-on-one "mentoring system", they should be given special training regularly, such as problem-solving ability and service awareness, so as to test the follow-up effect and enhance communication and understanding.
7. Setting up on-the-job coaches, assessing suitable personnel, and issuing certificates by the human resources department or department can not only motivate skilled employees, but also improve their ability to bring new employees;
8. Decompose the study of the knowledge of the final exam into weeks, so that it can be digested regularly and relieve some pressure;
9. Continuously train 500 questions and cases, improve the quality and effect of training through different opportunities and forms, and improve employees' awareness and ability;
10. Continue to implement the employee care plan, improve employee satisfaction, and hold seminars for employees of different ages to understand their voices; At the same time, we should innovate in various team activities to attract employees.
About the hotel's work plan for the second half of the year 4
I. Staff management
1. Participate in formulating reasonable annual business objectives of the restaurant, and lead all employees of the restaurant to actively achieve the business objectives. Formulate employee job responsibilities and service standard procedures, supervise and inspect restaurant managers and employees to serve customers according to service standards, and continuously improve service quality and work efficiency.
2. Hold a restaurant staff meeting at least once a month to analyze and report the restaurant's monthly operating indicators, revenue and expenditure, and solve existing problems; Listen to employees' opinions and suggestions on the internal management and external sales of the restaurant, and let employees participate in the management of the restaurant extensively.
3, pay special attention to the construction of the staff, grasp the ideological dynamics of employees, through the evaluation and assessment of employees, to provide excellent employees with opportunities for promotion and salary increase. Assign special personnel to make employee training plans, organize employees to participate in various training activities, continuously improve employees' service skills, skills and service quality, and improve work efficiency.
Second, marketing.
1. Make extensive publicity through various media channels, increase the restaurant's visibility in the local area, lock in the target customer base, and increase publicity for the target customer base.
2. Establish regular contact files, establish good relations with guests, solicit opinions from guests through face-to-face and telephone interviews, handle complaints from guests and sell restaurant products.
3. Firmly grasp the corporate catering culture of _ _ restaurant, display the cultural theme and connotation of this casual western food to the greatest extent from the decoration style, high-quality food products and warm and thoughtful service of the restaurant, and seize this selling point, which will make the restaurant have unlimited vitality.
Third, business strategy.
This restaurant is located in a prosperous area, with a good dining atmosphere, and the flow of people and customers is not a big problem. Because of this, relatively mature fast food restaurants, soybean milk shops, cafes, noodle restaurants, seafood restaurants, Sichuan restaurants and so on. Are our competitors to varying degrees, so:
1. At the initial stage of operation, we should develop our own characteristics and avoid its sharp edges. We should not win by the variety of products, but concentrate on making pizza, the signature product of restaurants, well, and only when our fists are clenched can we have strength.
2. Combine the leisure characteristics of this restaurant and increase the promotion of afternoon tea.
In the long run, it is our goal to continue to open branches and implement multi-store operation.
In my future work, I will make continuous improvement based on this plan and according to the specific operating conditions and problems of the restaurant.
Fourth, safety management.
1, Service Safety Management of Food and Beverage Department
In the process of catering service, the service personnel should pay attention to keeping and looking after the guests' belongings to prevent them from being lost or stolen. In the cafeteria, as guests get up from time to time, waiters should be more vigilant. If the guest drinks too much, the service staff should pay attention to observation and try to persuade him to drink less politely to avoid accidents such as drunken troubles, injuries and fights. Drunk guests should immediately notify the lobby manager and security department to prevent accidents. Banquets, receptions and catering departments with important guests should designate special personnel to serve and keep food samples for future reference as required. Lock important cigarettes, wine and drinks after work to prevent theft. After the banquet or various activities, the service personnel should check whether there is a fire hazard.
2. Hygienic management of food storage
Do a good job in mildew prevention, insect prevention, temperature and humidity control and regular cleaning and disinfection of grain warehouses. Reduce the pollution of food by external factors. All kinds of food should be stored separately. Food and non-food, raw materials and semi-finished products with health problems and normal food, short-term storage and long-term storage of food, food with odor and food easy to absorb odor shall not be mixed and piled up.
We should do a good job in the acceptance of stored food. If the spoiled food cannot be put into storage, the stored food shall be regularly inspected for hygiene and quality.
About the hotel's work plan for the second half of the year 5
First, strengthen self-study and improve professional level.
Although my post is only a foreman, there is still a certain distance from Excellence, so I have never dared to take it lightly and learn from books, leaders and colleagues. So I think I have made some progress in the past six months, and my management ability, coordination ability and problem-solving ability have been further improved, ensuring the normal operation of all the work on the floor.
Second, daily management work
The floor foreman is no stranger to me, but Jiahai is a brand-new working environment for me. As the floor foreman, his role is to connect the preceding with the following and coordinate the left and right. We are faced with complicated and trivial daily work every day. In the new working environment, almost all work is started from scratch. It is my primary task to straighten out the working relationship as soon as possible and integrate into the new working environment. Try to cooperate with the supervisor to do a good job in floor management, and based on the principle of seeking truth from facts, report the situation. The conference reception task in our hotel is rather heavy. In the first half of the year, we received many important guests from the customs. However, due to various reasons, there is a frequent shortage of room service personnel, which requires us to strengthen our work consciousness, pay attention to speeding up the pace of work, improve work efficiency, strive to be comprehensive and accurate, and avoid omissions and mistakes.
Third, the existing problems
Over the past six months, I have been able to carry out my work seriously, but there are still some problems and deficiencies, mainly as follows: first. After all, I have only been working in Jiahai for more than half a year, and a lot of work is done while groping, so I can't do it with ease, and my work efficiency needs to be further improved. Second, some work is not detailed enough, such as ward round, facilities and equipment, health inspection and so on. Third. My theoretical level is not too high.
Four. Work plan for the second half of the year
1. Strengthen learning, expand knowledge, learn from the advantages and disadvantages of the same industry, flexibly use your own practical work, and optimize work quality.
2. Strengthen the inspection and maintenance of facilities and equipment, so that guests can have a harmonious and comfortable feeling during use.
3. Actively and seriously cooperate with the supervisor to do the daily management of the floor.
4. Give hands-on guidance to some new employees and waiters who are not standardized in operation, so as to improve the professional level of employees.
5. Strengthen energy-saving inspection, tell the waiter more about energy-saving awareness at ordinary times, and strive for a second inspection into the room.
6. The daily sanitary quality of guest rooms should be strictly controlled, and the planned sanitation should be arranged reasonably.
In the following days, I will work hard, try to correct my shortcomings, carry forward my advantages, strive for greater achievements and create higher value for the hotel.
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