Hotel catering management plan

Sample hotel catering management plan

After the introduction of this plan, during the implementation process, each department must not only follow the work rules of each position, but also pay special attention to the closeness between various departments. Cooperate. Below, I will share with you a sample hotel and catering management plan, I hope it will be helpful to you!

The modern operation and management of star hotels is a scientific and systematic project. It not only requires new concepts and scientific management models, but also focuses on internal division of labor and collaboration, also known as team spirit. Therefore, after the introduction of this plan, during the implementation process, each department must not only follow the work rules of each position, but also pay special attention to the close cooperation between various departments.

1. Planned economic indicators

(1) Overall hotel indicators: turnover ( ) 10,000 yuan, net profit ( ) 10,000 yuan. < /p>

Three meals: (1) turnover of 10,000 yuan; (2) gross profit margin %;

Eighteen meals: (1) turnover of 10,000 yuan; (2) gross profit margin %.

2. Guest rooms

(1) Turnover of 10,000 yuan

(2) Gross profit rate %

2. About housekeeping work Aspects

The hotel’s economic income mainly comes from three parts: first, room revenue; second, catering revenue; third, supporting service income; among which, room revenue is an important source of hotel revenue. From a profit analysis, room revenue The operating costs are smaller than those of catering and commodities, and guest room profits are also the main source of hotel profits. In the process of operation and management, increasing the guest room occupancy rate depends on housekeeping management, which mainly includes the following aspects:

1. Scientifically and rationally plan and organize the operation of the housekeeping department:

In the process of operating guest rooms, the front office is at the starting point and is responsible for the sales of guest rooms, while the guest room department is at the beginning The intermediate link is responsible for most of the service work during the guest's stay. During the guest's stay, the guest stays in the guest room for the longest time and has many opportunities to contact and enjoy guest room service. The time is long. Therefore, the hotel must invest corresponding labor and occur corresponding Equipment consumption, how to organize reception service work scientifically and rationally, that is, to ensure service quality, meet guest needs, increase room occupancy rate, and increase material consumption and operating income. Strengthen the supervision of housekeeping work, ensure reception services and guest room tidying up. The quality and maintaining a reasonable proportion are an important part of guest room management. Therefore, we must first formulate a plan for the housekeeping department based on the overall hotel plan, determine service quality, labor quotas, material consumption and other indicators, and make a manpower deployment plan. At the same time, we must formulate and implement various rules and regulations to achieve various indicators. Provide protection.

Supervision during the guest room service process is an important link in ensuring service quality. First, it is necessary to strengthen the organization and leadership of each team, strictly implement the rules and regulations, and conduct strict inspections on every procedure of the service personnel. Implement the foreman, manager, quality inspector, and housekeeping director step-by-step inspection system to reach the level of Second, strengthen the connection between various departments and transmit information in a timely manner. Guest room management does not exist in isolation. It needs to coordinate with other departments to form a unified whole to ensure the normal progress of business activities; third, take the initiative to understand the guests. feedback, handle guest complaints in a timely manner, strengthen feedback channels, and provide good reception services. The quality of guest room management ultimately depends on guest satisfaction. Pay attention to analyzing guest types, studying guest psychology, keeping abreast of guest opinions and requirements, discovering common problems and changing patterns of guest needs, and grasping the guest room Internal connections and basic links in the service process to continuously improve service quality.

2. Strengthen the construction of the staff team and improve the overall quality of employees.

The nature of the work of the front office and guest room departments is to directly provide services to guests. The quality of service directly affects the management and service level of the hotel. Therefore, we must strengthen the construction of the staff team and improve the overall quality of employees. One of the keys to ensuring the smooth progress of housekeeping work and improving service quality.

First of all, it is necessary to continuously carry out ideological education of employees, so that employees love their own jobs and cultivate their interest in the profession, thereby stimulating work initiative and enthusiasm, and educate employees to establish noble professional ethics and serve wholeheartedly. Awareness of guest service, educating employees to establish strict organizational concepts, and consciously abide by national laws and regulations and hotel rules and regulations.

At the same time, we should continue to improve the professional quality of employees, because this is the basic condition for improving the hotel's work efficiency and service quality. Therefore, on the one hand, we must pay attention to the learning of employees' cultural knowledge and improve the cultural level of employees. On the other hand, we must pay attention to business and technical training to improve employees' business operation techniques and skills, so that employees can achieve:

(1) Enthusiastic. Proactive. Patient. Thoughtful. Meticulous. Responsible. Must establish a respectful and friendly attitude toward guests.

(2) In terms of service quality, reduce and eliminate dissatisfaction caused by insufficient service due to lack of quality and skills of waiters.

(3) Everyone must start with details, especially in appearance, appearance, courtesy, etiquette, words and deeds, and be clean and tidy in dress, emphasizing the further improvement of personal temperament. .

(4) Proficient in service procedures so that customers can feel the atmosphere of the hotel industry and the formalized management model.

(5) Conduct self-examination after completing your work according to standards, and establish employees’ sense of responsibility and ownership.

(6) Create team spirit among employees.

(7) Achieve standardized services and high-quality services, thus affecting customers’ reputation and social reputation of the hotel.

In the process of housekeeping management, we must conscientiously implement the reward and punishment system, carry out activities to select outstanding employees, commend and reward employees with high service quality, excellent business skills, good completion of tasks and high collaboration style. The ideological and professional level of employees are regularly inspected, and various specialties are reasonably arranged and used. We attach great importance to cultivating and selecting talents to form a backbone team to play a backbone role in various tasks.

3. Increase revenue and reduce expenditure, and do a good job in the management and control of housekeeping equipment and materials.

Housekeeping equipment and supplies are the material basis of room service work. Therefore, managing housekeeping equipment and supplies is also one of the important contents of guest room management. The front office department and the guest room department must specifically formulate equipment .The supplies management system clearly stipulates the responsibilities of managers at all levels in this regard and ensures reasonable use. Therefore, when it comes to saving, you should look at the small and look at the big. A little water, a kilowatt hour of electricity, a needle, a piece of thread, and developing different habits of saving or wasting will produce different benefits.

Various equipment in the front office and guest room departments should always be in a safe and intact condition. During the normal service and management process, waiters and managers should pay attention to checking the use of equipment at any time, and cooperate with the engineering department to maintain and repair the equipment. Managers should report the equipment status regularly. Various items and corresponding tools in the guest rooms for guests should be checked. It is fully equipped to meet the needs of service work. On the premise of ensuring service quality, we should try to extend the service life of linens. At the same time, we should control the use of low-value consumables, establish distribution and consumption records, plug loopholes, and implement a reward and punishment system in which savings are rewarded and waste is punished.

4. Establish the dominant idea of ??selling more houses every day.

Although guest rooms are a tangible commodity and have the attributes of commodities, they are different from other commodities, because if other commodities cannot be sold, they can be used as a backlog of inventory, which will not cause big losses. If a guest room cannot be sold on the same day, it will result in a loss of fixed costs. Therefore, it is a special product. Our most important responsibility as an operator is to find a way to sell the guest rooms on that day.

Although xx City has experienced rapid economic development in recent years, people’s consumption concepts and consumption levels have changed and improved, but in this market economy environment, if the hotel wants to remain invincible Therefore, a flexible management policy must be adopted. The front office and guest room departments are required to improve their service awareness while taking advantage of their own advantages, leveraging their strengths and avoiding weaknesses, and cultivating their own loyal customers. Furthermore, they must keep abreast of competitors' business trends and adopt flexible and changeable pricing strategies to provide high-quality services. With the purpose of offering good prices, we strive to complete various indicators and tasks based on the sales plans and plans formulated by the hotel.

3. Regarding catering work

With the development of economic construction, the catering industry has also developed rapidly with social needs. At the same time, there has been a shift from a "seller's market" to a "buyer's market". ? transformation. With the emergence of the buyer's market, people can choose hotels and restaurants that can meet their needs based on their preferences, tastes and economic conditions. If hotel catering operations want to attract consumers to patronize, they must determine themselves according to consumer needs. business projects and business methods. Anyone who cannot realize this will not be able to win in the fierce market. As we all know, the catering industry is a very special industry. This specialness is mainly reflected in the dual nature of the products it provides to customers, both tangible and Intangibility. As an operator, you must meet the needs of customers from these two aspects, that is, not only the color, aroma, taste, beauty, shape, and utensils of the dishes must be good, so that the guests feel value for money, but also the service process that is suitable for this It also needs to be good, and the service should be humane and make guests feel good.

Any operator who is not good at understanding and satisfying consumers and cannot provide high-quality tangible products and intangible new products will not be able to adapt to the needs of the consumer market and will not be able to achieve good economic benefits.

Based on the above situation, the following measures should be taken in catering operations:

(1) Strengthen the quality training of service personnel and supervisors to provide first-class service quality to guests.

Specifically do the following three points:

1. Start with ideological education

To train waiters to work as masters, ideological education is the key In accordance with the traditional working methods and experience of the Communist Party, each manager must patiently and meticulously provide ideological education to his employees to enhance everyone's hotel awareness and ownership attitude.

2. Reverse the traditional and worn-out ideas and consciousness, and carry out "smiling service", "human service" and "civilized and polite" service

Here we will focus on "human service". In the past, Hotel managers regard "the customer is God" as the hotel's purpose. Therefore, all aspects of services are limited to standardization and standardization. This single service method has its relative shortcomings, because service in front of God can only be respectful. It is difficult to contact and communicate with each other. In this way, firstly, it cannot enhance the warm atmosphere and happy mood of the guests' dining; secondly, it is not easy to understand and grasp the guests' living habits and consumption patterns; thirdly, it is inconvenient to cultivate repeat customers of the hotel. And "humane service" is a supplement and extension of standardized and standardized services. It treats guests as "close friends" of the hotel. In the service, the service staff can not only understand the customers' living habits, but also timely understand the customers' suggestions and requirements on all aspects of the hotel, so as to facilitate the adjustment and improvement of the hotel's operation and management, thereby satisfying the customers and becoming loyal to the hotel. Customers come back?.

3. Pay close attention to service skills and training to ensure service quality

Customers’ requirements for service are warm and thoughtful on the one hand, and fast and agile on the other hand. Warm and thoughtful is the wealth mentioned above. Emotional "human service", and speed and agility are the embodiment of service skills. Especially in terms of restaurant service, if the hotel does not train service staff in service skills well, it will happen that after customers sit down, although the service staff are busy, customers can't get their meals while they wait, and they often have to wait half an hour for the first dish. , will definitely give customers the feeling of slow service and cause the loss of some customers with a strong sense of time (it is recommended that the catering department take time to ask someone to explain and learn Hua Luogeng's "optimization method"). Only by closely combining the above two can we form a The hotel has high quality and unique services.

(2) Form the main cuisine, enrich the variety of dishes, improve the quality of the dishes, and ensure sufficient customer sources.

1. Form the main cuisine as soon as possible. It should be affirmed that the cuisine positioning of XX Hotel's catering business has not yet formed a main cuisine. This is one of the main factors that leads to unstable customer sources for dishes without special features. Therefore, we must decide as soon as possible the main cuisine that suits the tastes of most customers and the conditions of our hotel. While determining the main cuisine, it also highlights the flavor and characteristics.

2. Gradually cultivate a team of hotel chefs with excellent skills and high quality.

The skill of the chef is the prerequisite to ensure the quality of the product. Therefore, the hotel must recruit, introduce and train a group of chefs with high understanding, potential, future, love cooking and love XX Hotel through various methods. For some chefs, It is recommended that hotels provide special treatment to chefs who have specialties and skills in terms of housing, meals, wages, etc.

3. Resolutely implement the product labeling system for dish production. Labeling is not only a basis for testing each chef's production technology and product quality, but also an important way to solicit customer opinions, feedback information, and improve work. It will also create a sense of motivation and responsibility for each chef. After the labeling system is implemented, customers' opinions must be summarized for each meal, comments must be made every day, and rewards and punishments must be given every month.

4. According to seasonal patterns and local customs, different seasonal dishes and holiday banquets are launched in a timely manner. The catering department should develop different specifications of birthday banquets, wedding banquets, full moon banquets and other menus and provide them to customers in a timely manner. If hotel catering operations want to reach a new level, they must have new concepts, new measures, and new tricks. There are festivals almost every month throughout the year. These festivals are also good opportunities for hotels to promote products. The catering department and marketing The department must seize these opportunities and plan a marketing plan for each festival.

5. Establish a new food research laboratory. Equipped with specialized personnel, adopt the method of "please come in and go out" to develop new dishes and special dishes. Regularly hiring top domestic chefs to perform short-term performances in the store can not only expand the hotel's social influence, but is also an important activity for chefs' technical exchanges. At the same time, the hotel should also organize its own masters to study and exchange in other places.

Encourage and support chefs to innovate their own special dishes. Once the innovative dishes are recognized by customers, the hotel will give certain rewards.

6. Practice economy, reduce costs, and strengthen accounting. The catering department manager and head chef must calculate the cost and gross profit margin of each dish in a timely manner, the purchased raw materials must be put to good use, and the purchased quantity and sales must be consistent.

7. The catering department should keep abreast of and master the new measures and new trends of competitors in the xx industry, so as to know the enemy and be victorious in every battle.

IV. Regarding marketing work

Marketing work is an extremely important task in the hotel. It is not only related to the hotel’s operating efficiency, but also to the image of our hotel, and even to the to the survival and development of the hotel. The guiding ideology for the marketing work of xxx Hotel is: All-round, focused, fully mobilized, and focused on the main force. According to this guiding ideology, marketing work focuses on the following items:

1. Strengthen the leadership and strength of the marketing team

Marketing work is personally handled by the general manager. The marketing department has 7 people, including: 1 manager, 1 artist, 5 salespeople; division of responsibilities: 1 person in the urban area (including major bureaus, agencies, schools, etc.). (Major coal mines, thermal power plants, cement plants and other large 2 people in enterprises and institutions, industrial factories and mines), 1 person in township offices, and 1 person in xx City and surrounding cities and counties.

2. Re-carry out the market segmentation work

It is the top priority of the marketing department to understand the market well, be familiar with the market, and segment the customer sources. Through segmentation, we need to clearly understand the basic situation of key customer sources and seize the opportunity to establish or further develop close relationships with them. While the marketing department is proficient in the types, prices, quality, conditions of various products, as well as the basic conditions of guest rooms and catering, it also conducts visits, communication and contract signing with customers, using the hotel's advantages and marketing methods to win over customers and establish good cooperative relationships. . The customer files of the marketing department should be carefully organized and managed, and customer tracking should be done (someone will follow up on consumption trends, follow up on housing, follow up on meals, follow up on meetings, follow up on settlement, and follow up when asking for opinions).

3. Define duties, responsibilities, tasks, rewards and punishments.

Consider implementing a salary system of basic salary + benefit salary in the marketing department first. The hotel assigns sales tasks to everyone in the marketing department every month, with rewards (commissions) for completing the tasks and penalties for failing to complete the tasks. There is no minimum guarantee for the sales and no ceiling for the sales. The specific number of basic tasks, commission rate, and basic salary shall be jointly decided by the Finance Department and the Marketing Department. It will be determined by the hotel general manager’s office meeting.

4. Pay close attention to the marketing and publicity offensive

In the future, the hotel should pay attention to investment in publicity and actively participate in some public welfare activities, thereby expanding the popularity of XX Hotel and gaining social recognition. .

5. Predict the market situation and seize good sales opportunities

Predicting the sales market and seizing good business opportunities is one of the magic weapons for hotel marketing work. The marketing department is not only the main force for selling products, but also the staff department for hotel decision-makers. Some market information and opponent's operating changes are often obtained by marketing personnel.

6. Develop a marketing plan focusing on soliciting meetings

Since the hotel is close to offices in the city and has convenient transportation (near the train station), in general, If more foreign individual tourists take the initiative to come to the hotel to stay and dine, this will surely have a certain foundation for the room occupancy rate and the source of catering customers. It is also the main favorable factor in our operations. But our current number of rooms (sets) reaches 206, which can be said to be the largest number of rooms in the local industry. Therefore, housing marketing must focus on conferences, and solicit xx city, xx city and even provincial and national conferences through various relationships, various channels and various means. While adding full-time marketing personnel, the marketing department also hires some part-time marketing personnel in xx.xx and xx urban areas to specifically solicit various meetings (which can be carried out on a commission basis). At the same time, we must strive to obtain support and help from the municipal party committee and government, understand and grasp the meeting dynamics of each bureau, launch a strong marketing offensive, and achieve the business philosophy of not letting go of meetings of all sizes.

7. Plan to establish the xx City Office Directors’ Association

The office directors of each unit are generally responsible for controlling the organization’s reception meeting arrangements. Therefore, they regularly organize him (her) ) go to the hotel to participate in social activities, not only to increase communication and contact with them, but also to understand and grasp the customer source situation of each unit in a timely manner.

The office director’s party should be based on teaching modern office management knowledge, exchanging office work experience and information, combined with soliciting the director’s suggestions and requirements for the hotel, releasing some new initiatives of the hotel, and tasting the hotel’s New dishes, collect consumption trends of each unit. (Can be carried out partially and step by step)

8. Plan to launch xxx hotel gold card (valued at 10,000 yuan), silver card (valued at 5,000 yuan), and gem card (valued at 3,000 yuan).

1. The usage period of the above cards is one year;

2. The above cards are non-refundable in cash after purchase;

3. The above cards are all entitled to hotel discounts corresponding special preferential prices and services;

4. To purchase a card, you need to obtain an application form and go through the membership purchase procedures;

5. If the amount in the purchased card is used up, if If a card needs to be renewed, the same amount as the first purchase must be injected into the card to enjoy the corresponding discounts and services of the card type;

6. Mobilize all employees and sales personnel to participate in selling cards and receive commissions on sales;< /p>