Monthly summary of hotel work

1 ** Hotel has gone through a hard journey for one month. Over the past month, with the correct leadership and strong support of the group company and our library, * * * Hotel has undergone fundamental changes through hard work, pioneering and innovative, and forge ahead. Hotel management is on the right track, the service quality is gradually improved, the effect of turning losses into profits is remarkable, the social image and reputation are good, spiritual civilization and material civilization develop simultaneously, and good social and economic benefits have been achieved.

I. Main work in the past month

1, the hotel decoration is simple and lively, economical and efficient.

According to the actual situation of the hotel and the decoration funds allocated by our library. We are sure that the hotel decoration style is simple, bright and practical. During the decoration design, everyone brainstormed and came up with a plan, and the decoration team selected the best from the bidding. Material supply should be checked and approved by the hotel, and concealed works should be carefully checked on site. If the construction team works overtime, the hotel staff will rely on service. Basically completed the task of hotel renovation.

Guest room area: the investment in decorating furniture, updating some air-conditioned TVs, replacing carpets and some bedspreads, decorating doors and windows, painting walls and other projects is about 6,543,800 yuan. Dining area: The tables and chairs have been transformed, the zero room and the elegant room have been decorated, cabinets and wall-mounted split air conditioners have been added, and cookers, freezers, tableware and utensils and work tables have been added in the kitchen, with an investment of about 6,543,800 yuan+0.9 million yuan. The investment of bright advertising image project at the front desk and outside the hotel is about 60 thousand yuan. The hotel also carried out lighting engineering transformation, installed the outline of rainbow lights and huge advertising lights, and the hotel was completely new. Under the direct leadership of the library leader, we have done more things with less money and achieved the expected design effect.

2. Work hard to create the market, turn losses into profits and achieve fruitful results.

From the completion of the renovation to the present, the hotel has conscientiously implemented the 16-character policy of "strengthening the quality inside, building the image outside, paying close attention to management and marketing all staff". Down-to-earth, step by step out of the road of hotel management with Huarui characteristics. Operating income is increasing day by day, and the growth rate is exciting. It embodies the hard work and sweat of all the staff in the hotel. Bid farewell to the previous operating loss situation and usher in the new life of the hotel.

3. Work in obscurity, be dedicated and obey dedication.

Whether it is a regular employee or a recruitment employee, everyone thinks in one place and works hard in one place. Since the opening of the hotel, all the managers of the hotel, especially those above the middle level, have not spent holidays, sundays and nights in the hotel. Hotel leaders work 12 hours or more every day, and department managers work 10 hours or more every day. Everyone didn't complain and didn't ask for a penny of overtime pay. Some comrades have patients at home and entrust others at home to help them go to work as usual. Some comrades didn't go home for several days, and they didn't rest when they were sick. Others fell ill at work because of long-term overtime and overwork. Such examples are numerous and very touching.

For example, Comrade * *, deputy manager of the purchasing department, gets up at 5 o'clock every morning and goes back at 8 o'clock in the evening. No matter how hot and sick the weather is, he always works in obscurity. Everyone calls him "old ox". * * * There is an old mother in her seventies who can't go downstairs and can't move easily. She leaves work every night 10, and the loving mother looks forward to her son's return every day. Liu Qiuju's children are still young, entrusted by her sick mother-in-law, and insist on going to work. The head of the catering department, * * *, not only trains employees as a teacher, but also serves as a waiter to entertain guests and manages the front desk of the restaurant. Going back is often more than 0/0 minutes at night, and I am exhausted at work. Even pregnancy and abortion were particularly busy during the flower show, and he insisted on not having surgery until the end of the month.

4. Pay attention to talent management, and establish a system of Fiona Fang.

Hotel management is a science with a set of internal laws and regulations. At the beginning of the hotel operation, it was decided to start from a high starting point and develop to a higher level. We hired the catering front office supervisor, chef and hotel vice president who had worked in a three-star hotel to hold corresponding management positions in the * * hotel. These comrades have long-term hotel management experience and theoretical level. Under the leadership of the general manager of the hotel, they strictly manage the hotel, so that the hotel will soon be on the track of standardization and specialization, with less detours, and both grass-roots management, service quality and product development have reached a certain level. And get customer recognition. More than 65,438+00 full-time employees humbly learn management knowledge, skills and experience from these professionals, and have made great progress in hotel management. Now they have basically adapted to and are competent for their respective jobs. Over the past few months, hotels have started with discipline and rectification while grasping management.

A series of hotel management systems have been formulated and promulgated. For example, Notice on Doing a Good Job at Present, Notice on Launching Safety and Quality Month Activities, Interim Provisions on the Establishment of Hotel Organization, Management System for Purchasing, Keeping and Receiving Materials, Catering Sales System, Provisions on Sales Price and Discount Authority of Huarui Hotel, Post Responsibility System for Departments and Managers, Safety and Fire Management System, Front Desk, Rooms, Catering, etc.

In a word, the hotel has initially formed a set of relatively perfect management rules and regulations and working ideas by formulating rules, establishing systems, focusing on management and re-implementing. The managers have learned knowledge, skills and practice, and continuously improved our management level and hotel service quality, which has been recognized and praised by more and more guests.

5. Pay close attention to training without relaxation, with clear rewards and punishments and immediate results.

The hotel is an iron soldier with many new employees. Most of them know little about the working standards of hotels. Even if I have worked elsewhere for a while, I am either ignorant or have brought some bad work habits. We adopt the system of combining centralized training with on-the-job training, and combining regular fixed-point training with off-the-job training to teach students to help and learn from each other. New employees write their professional knowledge in the notebook, speak it out and implement it in action. The department implements pre-shift, in-shift and post-shift inspection, and the hotel implements inspection and spot check system.

In order to encourage everyone to learn more and learn technology well, we also held the first operation technology competition of * * * Hotel, and commended outstanding players. The successful development of this activity has greatly mobilized the enthusiasm of employees to learn technology and exercise troops. The hotel also reported and commended * * * who failed to collect money. At the same time, the hotel also criticized and punished the violations in time. For example, every Wednesday, the hotel conducts a major inspection of the hygiene and service quality, punishes the problems found, and severely punishes the security guards and front desk for dereliction of duty at night and guest complaints. Now the whole store has formed an orderly situation in which everyone has a post, the post has responsibilities, the responsibilities are clear, and the rewards and punishments are clear.

6. Establish a new marketing mechanism and do everything possible to operate it.

With the gradual improvement of hotel internal management, it is urgent to expand new customers and stabilize old customers. The hotel decided to set up a marketing department to break the iron rice bowl, get more for more work and distribute according to performance. Two full-time employees in this major were selected, and only 300 yuan's living expenses were paid every month, and the rest were paid according to marketing performance, and they began to put into operation at the beginning of the month.

This hotel has only 30 rooms. The small conference room has 200 seats, a training class often has 80- 1 10 people, and a wedding banquet has 30 -45 tables. For example, there are 60 people in the training course of Information Engineering College 1 10, 60 people in the training course of Propaganda Department, 80 people in the training course of Land Administration Bureau, and 40 wedding tables of Galaxy Company, which seriously affects the existing scale of the hotel. The hotel tries its best to borrow a boat and contact the nearby customs hotel. The room is not enough to rent a customs room, and the wedding banquet cannot be arranged at the customs. Without adding a room and a banquet hall, the hotel successfully received a training class and a wedding banquet, achieving a double harvest of social and economic benefits.

Second, the next work plan and existing difficulties and problems

According to the current operation of the hotel, our next work plan is:

1, seize the marketing dominance and implement all-staff marketing.

Practice makes us realize that whether the marketing work is in place is directly related to the rise and fall of hotels and is in a leading position in hotel management. The next step, first, do a good job in training and cultivating the quality of marketers themselves.

The second is to teach the methods of learning marketing knowledge.

Third, the policy is in place and timely honored. The fourth is to mobilize all employees to run marketing, while enjoying marketing policies and treatment. It is necessary to combine professionals with all employees, professionals with amateurs, carry forward the spirit of nailing, adhere to the characteristics of viscose, take the initiative to run marketing without stopping, and let guests not only invite in, but also stay.

2, pay close attention to internal management and business training, and embark on a standardized and scientific track.

First, formulate and improve operating procedures, content standards and assessment methods.

The second is to improve the post responsibility system.

The third is to focus on implementation.

Conscientiously do a good job of arrangement, standard, reward and punishment, inspection and feedback, implement one by one, pay close attention to management and wait for no one;

The fourth is to do a good job in employee training and improve operational skills. Training should have a systematic training plan, with stages, objectives, assessment and step-by-step implementation.

The operating level of employees is generally low and the quality of work is not high. Although they know the working procedures and requirements, the service is not in place, which is reflected in the fact that the quality of work is not in place and there is a specious feeling.

3. Implement tabular management.

Hotel management is a science, a system and has its inherent laws. So a lot of work is reflected in the form management. Quantitative management should be gradually improved. Only in this way can we advance along the standardized and scientific management mode, and on this basis, gradually form a management mode with Huarui characteristics.

4, further do a good job in saving and tapping the potential, and benefit from saving.

There is a lot of waste now, and there is much to be done to save energy and reduce consumption.

The first is to find out the saving items. Such as disposable items in the room, low-value consumables in the restaurant, kitchen waste and fuel saving.

The second is to formulate assessment indicators. Simple and clear, practical and easy to operate.

Third, do a good job in saving electricity, water and oil. Power saving: replace the transformer, transform the line if possible, and reduce the power loss. Water saving: prevent running water and motor from pulling the trolley. Fuel saving: increase oil storage tanks and buy wholesale oil prices instead of retail oil prices. Fourth, do a good job in procurement and be open and transparent. The principle of purchasing goods is to shop around, choose the best, and reduce the procurement cost of raw materials.

5. Strive for the city to have Youth Civilization and national two-star tourist hotels.

Actively organize young people to participate in the Communist Youth League activities in cities and development zones, mobilize the majority of young members to play a role in their posts, and strive for the 20xx annual municipal youth civilization. Strive for a two-star hotel, compare with the standards of two-star tourist hotels, sit in the right place, score item by item, make up the missing items as much as possible, and strive to improve the shortcomings. Especially in software, such as the quality of managers and service quality.

The busy work in August has passed. Now, according to the work of the Ministry in August, the work of the Ministry is summarized as follows:

The theme activity of the department this month is employee care month, and how to improve the care for employees is regarded as the daily work of this month. To solve the problems in employees' work and life as a starting point, talk to employees, and some are based on reality. In addition, this month, according to the market situation and task objectives, the company formulated the third quarter sales task objectives and decomposition, and mobilized the enthusiasm of employees through a reasonable incentive mechanism.

(A) the work of the sales department

1. Market research, adjust the sales price in August 1.

2. Update the hotel network picture.

3. Promotion: breakfast, meeting room, laundry room and shuttle bus service.

4. Making supplies and promotional materials for two hotels and restaurants.

5. WeChat information promotion.

6. Count the rebate of the reservation center in July.

7. Call consistent accounts.

8. Audit statistics daily audit documents.

9. The guests in the reservation center have changed.

10. Sales statistics.

(2) Front office work

1. In view of the May Day peak season, the sales skills of the front desk staff were trained, and the triangle relationship was reasonably used to sell the house to better carry out the work.

2. Breakfast was promoted by the front office, which not only increased our business income, but also played a very good auxiliary role in selling houses.

3. Cooperate with the temporary inspection work of the public security department.

4. Check the front office work and put forward requirements, and strictly implement the system.

5. New services: washing machines and motorcades, and do a good job of publicity.

6. Sell the house reasonably, control the house price flexibly, and increase the rental rate while ensuring the income.

7. Organize the front office meeting every Monday, listen to employees' rationalization suggestions, reflect the current situation in time and solve it in time.

8. In order to better carry out the work, communicate with the housekeeping department about the paid items.

9. Cooperate with the sales department to do a good job in sales, listen to reasonable suggestions and improve sales skills.

10. Review of employee confirmation during probation period

1 1. Complete other tasks assigned by the leaders.

(3) Housekeeping work

1. Distribution of cotton cloth and floor replacement.

2. Complete the sanitary work of window rails and balconies in Wen Sheng and Wen Yuan.

3. For the convenience of floor personnel, the cotton weaving quota of floor cotton weaving room and warehouse is standardized.

The rooms in the basement in the east are all finished.

5. Strengthen the training of employees on gfd and etiquette.

6. Completed the planned sanitation work of rooms and bathrooms in two hotels.

7. Complete the adjustment of rooms and dormitories.

8. Completed the training of business process of bed making and guest room.

9. Wensheng Wen Yuan supplemented guest room consumer goods.

(4) the work of the engineering department

1. Complete the basement renovation of Wenyuan West;

2. Complete Wenyuan 1 1F office decoration;

3. Completed the renovation of disinfection room in Wen Yuan;

4. Finished the shelf of Wenyuan guest room small warehouse;

5. Wenyuan LED display screen is repaired and replaced with a graphics card, and the scheme is re-formulated;

6. Renovation of Wenyuan Room 20xx, Room 22 10 and Room 22 12;

7. Renovation of Wensheng 1 1F office;

8. Complete door lock replacement and ladder installation in Wensheng and Wenyuan guest rooms;

9. Make statistics on the old and new air conditioners in Wensheng and Wenyuan guest rooms;

10. Manufacture of disinfection tank rack in Wen Yuan disinfection room and installation of coin-operated washing machine.

(5) the work of the security department

1. Responsible for the security of the two hotels is the premise to ensure the safety of operation. The security department always checks the key facilities and key areas of the hotel in its daily work and insists on patrolling every two hours. When problems are found, it will report and notify the hotel engineering department in time. To ensure safety and no accidents.

2. Make records, have a good morning meeting every day, and carefully open the box for inspection.

3. With the arrival of the tourist season in May, we have standardized the parking vehicles in the hospital, requiring the language, actions and behaviors of the personnel on duty to effectively ensure the orderly entry and exit of vehicles, and to conduct an inventory of idle personnel and suspicious personnel to ensure the normal operation and service of the two hotels.

4. Attended the Dongcheng District Accommodation Industry Safety Work Conference and learned the contents of the conference for employees.

5. According to the relevant regulations and arrangements of the police station, the management of floors 1 1 of two hotels was strengthened, and the doors were closed.

6. In the tourist season in August, there is a lot of people flowing. Strengthen the inspection and maintenance of fire-fighting equipment, ensure that someone is on duty in the central control room of the 24-hour monitoring room, and report and handle problems in time when found.

7. Organize a self-inspection of fire control facilities and equipment every half month to check and maintain fire hydrants, emergency lights, signs, fire extinguishers and fire doors to ensure the normal operation of the fire control system.

Generally speaking, the achievements of our two hotels are obvious to all. However, the biggest challenge we are facing now is to improve service quality and business strategy. How to make the hotel invincible requires the joint efforts of our hotel management and staff. We should adapt to the development of the situation. Work arrangements and methods should meet the maximum needs of customers. Occupy the market with our wisdom and ability, and open up new profit space with our unity and efforts. Create the glorious image of the hotel with our spirit and culture.

Time flies, time flies, today has entered the fourth quarter of 20xx, in order to better carry out the work of this department and improve the management level of this department. Now let's summarize the third quarter we have passed.

The total income in the last three months (July-September) is * * * * * * * * * *; Compared with the same period last year: * * * * * *; This year's budget is: * * * * * * *; Compared with the same period last year, * * * * * *; * * * * * than the budget; Although the results are gratifying, but through this period of observation, we also found that sales can still go up a step.

First, the training content

(A) the front desk receptionist service standards

The receptionist is the representative of the hotel image and the highest quality employee in all departments of the hotel. They are also hotel salesmen, public relations personnel, mediators, information workers and business executives. The successful operation of the hotel, guests' impression of the hotel and even whether they stay in the hotel often depend on the quality of the front desk clerk.

1. Quality requirements of front desk attendants

The staff in the front office should have high quality, and the hotel should select the highest quality personnel to work in the front office. The basic qualities of the front desk staff include the following aspects:

(1) tools and methods

An excellent receptionist must be neat, generous, smiling, enthusiastic, courteous and courteous. And sensitive mind, accurate memory, natural expression, pay attention to the guest's expression, pay attention to the guest's movements, and master the guest's psychology. Many hotels require front desk attendants to wash their hair, blow dry and cut their nails before taking up their posts to ensure that they have no beard and a generous head shape; The makeup is light and elegant; Don't use colored nail polish and strong perfume.

The appearance, appearance, etiquette and politeness of the receptionist directly affect the image of the hotel, which is related to the service quality, the psychological activities of the guests and even the economic benefits of the hotel. That is to say, the hotel receptionist first gives the guests an impression of being well-managed and well-run in appearance and manners, and makes the guests feel that staying in such a hotel is respected and honored, so they are willing to come again.

(2) Language

The receptionist should not only have a good gfd, but also have beautiful language, pleasant tone, appropriate content and flexible language skills. In this way, the front desk service is full of vitality. The receptionist must master the basic conversation, standard pronunciation and accurate expression of one or two foreign languages.

(3) Behavior

An excellent receptionist should stand firm, behave properly and be generous. Try to avoid or overcome bad habits such as smoking, chewing gum, eating and drinking, talking loudly, backslapping and bossing around in the workplace.

(4) Business operation skills

The front office attendant must be able to complete the work skillfully and accurately according to the procedures. The quickness, agility and accuracy of the work also mark the level of hotel management. Any mistake in business operation will not only cause economic losses to the hotel, but also destroy the overall impression of the guests on the hotel.

(5) Adaptability

Resilience is a special service skill and quality that the front office waiter should have. Because the guests come from all over the country or abroad, with different living habits and different knowledge, they will have different performances; Special circumstances such as theft, fire and out-of-control accounts will also occur in hotel operation. Only the front desk clerk has the ability to deal with these special problems properly. In any case, the receptionist should be calm and adopt flexible methods to deal with every special event.

(6) Honesty

The receptionist must be highly honest. This quality is becoming more and more important in hotel management. Especially when it comes to cashier and foreign currency exchange, the front desk clerk must be able to strictly abide by the work discipline; In the reception work, guests' preferential treatment must conform to the hotel's regulations, and they must never practice favoritism for the convenience of work.

(7) knowledge

The front desk clerk often meets various questions raised by the guests at work. These problems sometimes involve politics, economy, tourism, customs, culture and hotels. The receptionist can only provide accurate and true information to the guests with a wide range of knowledge and rich professional knowledge.

(8) the spirit of cooperation

Every employee in the front office should realize that the front office is a "stage" of the hotel, and everyone is playing a specific role. To perform this play well, we need the collective cooperation of employees. When the receptionist is busy with reception or leaves her job due to special circumstances, other employees must be able to take her place in order to satisfy the guests, and never express personal opinions or dissatisfaction in her work, otherwise it will damage the image of the whole hotel.

Second, the PSB registration procedure adheres to the basic principle of first registration and then accommodation; Implement a real-name registration system.

1. When registering, the receptionist must carefully check and fill in the contents of the Accommodation Registration Form and the Temporary Accommodation Registration Form, strictly implement the provisions of the public security department on the verification of guest accommodation registration, and adhere to the principle of "one guest for one registration" and "whoever stays in the room will register"; Identity cards, passports and visas must be complete and valid, and documents must be carefully identified; Those who have expired are not allowed to check in. If investigators, illegal immigrants and illegal residents are found, the parties concerned should be stabilized and reported to the public security organ with the cooperation of the security department.

2, the implementation of "who is on duty, who is responsible; Who is on the job, who is responsible. "

The receptionist is responsible for ensuring the accuracy and authenticity of the information filled in. When filling in the registration form, it is required that the handwriting is clear, the content is accurate, the items are complete and the specifications are filled in. The registration form must be checked for errors and omissions, and corrected in time when errors are found.

3. Check the registration of guests on duty every day to strengthen the management of this work. If there is any omission or non-conformity, contact the guest in time to make up for it and ensure the accuracy of the information. In the process of registration and verification, in case of special circumstances that the receptionist can't handle, it must be reported step by step, and it is not allowed to handle or fill in false contents without authorization. If there is a problem with registration and verification, a fine shall be imposed according to the seriousness of the case.

4. Six checks should be done during verification: check whether the photos on the certificate are consistent with the residents; Check whether the name on the certificate is consistent with the registration form; Check gender and date of birth; Check the certificate number; Foreign guests check the entry inspection seal, port and date of this entry frontier defense; Check whether the nationality, visa type and validity period are consistent;

5. Precautions for temporary registration of foreign guests: certificate type, certificate number, visa (note) type, issuing place, port of entry, duration of stay and reception unit;

6. The completed Registration Form for Temporary Accommodation of Overseas Personnel shall be classified and bound according to relevant requirements, and shall be properly kept by a special person, and the information of accommodation personnel in the Registration Form for Temporary Accommodation of Overseas Personnel shall be entered into the passenger information management system in real time as required, and the data shall be transmitted to the public security organ after being checked by a special person.

Third, the reservation center cooperation

In order to improve hotel sales performance; In order to enhance the visibility of the hotel; In order to distinguish hotel guest types. The hotel signed a contract in early September 16 online reservation center. * * * The benefits brought to the hotel in September are:

Fourth, the lack of reception.

Successfully completed the sales situation during the summer vacation, received the tourists and business travelers from all over the world, and created an atmosphere of culture, wealth, harmony and contribution for every guest staying in our hotel.

1. Sales:

1) The lobby is the sales window of the hotel. How to make the receptionist master certain sales skills in the promotion of house prices before selling our service products? This requires our receptionists to master certain skills in the promotion, according to the order from high to low price, but often we are still lacking in this respect and do not realize the importance of the work. When the guests come, we are just introducing and selling mechanically. This is far from enough, even in software services, it is not very flexible and proactive. Therefore, it is the top priority for the receptionist to learn to sell, so as to sell the best products of the hotel to the guests, and the guests are willing to accept them. This is a skill, which will be implemented as a key point in future work.

2) From the work observation in recent months, our reception posts and services at the front desk lack the initiative and enthusiasm of hotel staff. Guests don't say hello, guests don't answer, and guests don't send them. This is the most basic. Is the last mistake you should make. Of course, some employees do better. In the future work. As the front office staff, we should be smiling, polite, enthusiastic, thoughtful and highly responsible according to the training standards in order to win more repeat customers.

2. Security:

1) The front desk is the most important position in the whole hotel. The work of the whole front desk can be roughly divided into four aspects: reception, service, checkout, sales and security. The importance of safety is self-evident. No matter how good your business performance and service quality are, the consequences of making a mistake in safety are unimaginable, and safety accidents are no small matter. For the front desk staff, filling in the guest accommodation registration form, checking the documents, and transmitting the information of the guests in the hotel to the higher authorities in time all shoulder the security mission of the hotel, just like having a party at home. The front desk staff can identify the guests like doormen. Once the bad guys are inadvertently put in, the party will definitely end in discord. In the usual training class, the front desk also takes "how to identify the authenticity of identity documents" as the key training content, and more importantly, it requires the front desk staff to be vigilant in their work and never take it lightly. Thanks to their efforts, there was no criminal case in the hotel in the third quarter of 20xx. (I would like to express my gratitude and affirmation to everyone here)

2) The importance of checkout is that whether you provide safe accommodation or excellent service, it is ultimately for business purposes. If the checkout doesn't go smoothly, even if everything has been done well before, it's useless. In September, the front desk of the hotel business was relatively dull, and sales were the main content of the front desk work. However, as a member of the hotel, everyone can't shirk the responsibility of sales. The front desk has been selling membership cards since late September, which is only about 10 days. The membership card 179 has been successfully sold, which indirectly generated 6802 yuan for the hotel. There are 179 people at the front desk selling membership cards, and hotel members have 177 rooms. The minimum total amount is 4 1 170 yuan. Although this is a good answer sheet from the data point of view, we should strive to give full play to the advantages of front desk sales; Training skills in sales work; With the increasingly rich sales experience, strive to achieve new heights.