Star Rating Team of Provincial Tourism Bureau: xx Resort is a four-star resort hotel invested and built by xx Company. The resort is located in the scenic area of xx, adjacent to the provincial highway of xx in the east, xx in the south, xx in the west and xx in the north. With convenient transportation and elegant environment, it is an ideal place for tourism, leisure, vacation and holding various activities and conferences. The resort is characterized by ecology, nature, green and humanity. As one of the large-scale holiday resorts with relatively complete facilities in the province and our city, it has a total area of xxx mu and integrates flowers, trees, lakes and mountains. Xx rooms (sets) of existing guest rooms and luxury villas; There are more than xx seats, including a banquet hall, a big restaurant and xx restaurants with different styles named after "bamboo", as well as western restaurants, bars and business bars. The entertainment center has xx KTV private rooms named after the flowers of the four seasons in the resort and xx chess room named after the tree of the resort. There are ballroom, bowling alley, gym, billiards, table tennis, outdoor tennis court, basketball court, outdoor swimming pool, sauna salon and leisure center. The conference center has xx meeting rooms with advanced facilities and complete functions. Since the trial operation, the resort has received famous leaders at all levels, tourists from all over the world, international friends from the United States, France, Britain, South Korea and Japan, and compatriots from Hong Kong, Macao and Taiwan, and has served as the main place for our county's external reception and activities. After nearly three years of business development, facing the market competition and pressure, the resort is in the same boat, pursuing Excellence, always adhering to the corporate philosophy of xx Group, with the goal of striving for first-class. From the very beginning, it has a high starting point, high standards and high requirements, strict management and scientific management, and has made continuous progress in exploration, and gradually merged with the advanced management mode of international hotels, forming a set of models that not only conform to international hotel standards and practices, but also have strong local characteristics, and won wide acclaim with good reputation and excellent service. At the same time, the resort is firmly rooted in the local hotel market that encourages competition. As the leader of the industry, it has promoted the development of the entire hotel industry. In 200x, according to the rapid development of local tourism and the current situation that there are no high-star hotels, the hotel management put striving for a four-star hotel on the important agenda. Although the star rating work is faced with many difficulties such as heavy tasks and heavy workload, all employees still advance despite difficulties, face difficulties, actively participate and strive for perfection. With the establishment of the Star Creation Leading Group, Star Creation Office and other institutions, the star creation work is carried out in an orderly manner around the aspects of hardware perfection, function perfection, atmosphere creation, personnel quality improvement and service quality improvement, and all the work is carried out in accordance with the established star creation plan and implementation plan. The hotel regards the process of "creating four stars" as the process of perfection, maturity and development of the hotel. Through careful observation and unannounced visits in the process of creating a star, all aspects of the hotel are put into operation, and the cadres and employees form a United and competitive team and gradually form a team spirit. In the process of "building a four-star hotel", our work mainly focuses on the following four aspects: First, actively transform the "hardware" and realize the modernization of the hotel. In order to achieve the goal of a four-star hotel, we maintain, adjust and rectify the hardware facilities in a reasonable and orderly manner according to the requirements of the hardware part of the star standard. The resort manager's office and the creative office have made various rectification plans according to the actual situation. In order to reflect the grade and specifications of four-star hotels, the resort built and renovated independent luxury villas in X year to meet the needs of high-end guests. At the same time, according to the evaluation standard of four-star hotels, the guest room facilities and equipment were gradually improved, and a business negotiation room and a business bar were set up on the executive floor. The toilet for the disabled was renovated and equipped with a wheelchair for the disabled, which provided convenience for special guests. There is a telephone in the bathroom of the guest room, a refrigerator in the room, and safes in the front hall and all rooms. In order to better meet the living comfort of guests, carpets were replaced in guest rooms and public corridors to increase the softness of carpets, vertical hangers and clotheslines were added, shower faucets were replaced in bathrooms, and green hanging pots were added to the ceiling of bathrooms. Moreover, the printed matter and stationery in the guest room have been redesigned and replaced to be bilingual, which is convenient for foreign guests to stay. In order to improve the business service function of the business center, it provides tourist information consultation, computer touch screen, ticketing service, tour guide service and taxi service. At the same time, in order to meet the needs of passengers and drivers, a high-pressure car wash service was added beside the parking lot. In order to make the lobby area beautiful as a whole, the shopping mall has been completely transformed, and items reflecting cultural atmosphere such as Four Treasures of the Study have been added to make it conform to the grade of a four-star hotel. In order to raise the catering level to a higher level and improve the specifications and grades of banquet services, the hotel invested xx million yuan to transform the most luxurious box in the area. The lobby is equipped with lounge, pantry and toilet, with an area of1.30m2, which can accommodate 25 people. The whole box embodies the theme of bamboo culture, surrounded by large floor-to-ceiling glass, and the outdoor scenery is unobstructed, which fully embodies the ecological green of the hotel and the characteristics of local bamboo culture. In order to enrich the entertainment and cultural life of hotel guests and improve the comprehensive service level, sand balls were introduced into the original entertainment projects, attracting many curious tourists. At the same time, the resort takes advantage of its unique environmental advantages to develop xx Lake, build a waterscape sightseeing walking wooden bridge connecting xx Park, and successively launch xx Park leisure teahouse, xx Mountain hiking trail and rest pavilion, water golf driving range, field tent, forest hammock and other projects. Let customers have the feeling of truly embodying leisure resorts. We have been committed to building the brand of "Conference Capital" and taking "creating four stars" as an opportunity to adjust and improve the conference function. First of all, we replaced the thick carpet in the conference center to meet the comfort of the guests, and re-purchased some conference equipment and imported equipment to optimize the conference effect. At the same time, in order to meet some business meetings, the hotel installed a broadband interface to provide guests with free Internet access. In order to conform to the trend of modernization, the hotel has also specially equipped professional equipment and transformed special training classrooms. Xx Resort constantly carries out comprehensive rectification of the facilities and equipment of the three major business departments, and at the same time perfects the facilities and equipment of the logistics department, so as to seek the overall transformation and development of the resort, change the previous comprehensive office situation, transform the administrative office and the engineering office, create a good office environment and make the office area more reasonable. At the same time, the resort attaches great importance to the lives of employees. In order to make the staff rest more comfortable, the resort has improved the conditions of the staff dormitory, reformed the bathroom and dressing room of the staff, and appointed a special person to be responsible. Let employees feel the feeling of a big family. Due to the shortage of local electricity, in order to ensure the lighting of guests, the resort has its own power generation equipment. After the renovation, the hardware facilities and service functions of the resort are more perfect and the overall layout is more scientific. Further strengthen the level of hotel facilities, enrich the service functions of the hotel, greatly improve the comprehensive reception capacity and service level of the resort, and provide a reliable guarantee for improving guest satisfaction. Second, adhere to the people-oriented principle and strengthen the construction of "software". While intensifying the transformation of hardware equipment and facilities, the resort firmly seized the opportunity to declare a four-star hotel and increased the construction of hotel service software. Starting with the implementation of "Holiday Village Management Regulations" and "Staff Behavior Regulations", the hotel strengthens the service foundation and service awareness of the hotel, especially strictly implements the service regulations of four-star hotels, which makes the service and internal management of the hotel more standardized and lays a solid foundation in quality management through efforts. The resort has set up a hotel quality inspection team to strengthen its strength and function. In accordance with the service standards and quality requirements of the "Regulations on the Management of Resorts", carry out equipment and facilities maintenance, cleanliness and service quality inspection. "Customer satisfaction" is the eternal theme of the hotel. In the process of "creating a four-star hotel", in order to further improve the guest complaint system and the guest complaint handling system, the quality inspector is responsible for the collection, sorting, analysis, feedback and tracking of the guest complaints and complaints in the store, thus establishing the guest complaint handling system of the resort and handling the guest opinions and complaints in a timely and effective manner. Starting from the end of X this year, the hotel quality inspection team will conduct regular and irregular inspections on all departments and regions twice a week according to the service specifications and star standards. In view of the problems found in the customer service of various departments during the inspection, the quality inspection team urged all departments to rectify and review the rectification situation. Joint punishment will be given to departments that fail to make rectification and perfunctory, effectively urging departments to improve service quality and management level and improve customer satisfaction. According to the star standard and the hotel's present situation, the hotel has implemented the daily inspection system for the manager on duty, consolidated the good situation, and constantly improved the overall service level, so that every middle-level cadre can exercise his functions and powers, further improve the management level and ability, and make the hotel's quality management pass through the middle-level cadres layer by layer. On the basis of job skills training, intensive language training and code of conduct training, the hotel has continuously strengthened smile service, and carried out various activities such as "Smile Ambassador" selection activities, etiquette and courtesy month activities and service skill competitions, which laid a solid foundation for striving for a four-star hotel and meeting the service standards of four-star hotels. [Page] People-oriented and improving the quality of all staff are the key points for us to strengthen software construction. Rome was not built in a day. Improving the quality of employees is by no means a day's work. The resort always adheres to the people-oriented principle, and adopts the methods of self-training, hiring foreign professionals to teach, and sending them to other places for counterpart training to improve the overall service level of employees, such as inviting chefs to the hotel for on-site training and organizing chefs to participate in professional operation training courses for chefs in China. Organize key employees of each position to study in xx Hotel in three batches to enhance star awareness and service awareness; The hotel signed a four-star training contract with the Municipal Tourism Bureau, invited experts and scholars to teach in the resort, taught both theoretical knowledge and practical skills, conducted comprehensive training for employees, and comprehensively improved their service awareness and level. The resort insists on putting all staff training at an important height. Since the beginning of this year, the hotel has invested xx million yuan to vigorously carry out various trainings. On the basis of training and education for all staff, a multi-level training and education system combining internal and external training, on-the-job training, quality training and academic education has been gradually formed. He has held various lectures and training courses, such as fire drills, health knowledge lectures and health knowledge training. With the gradual integration of the local tourism market with the international market and the influx of foreign guests, the resort has carried out various forms of foreign language training according to its own conditions to improve the foreign language level of its employees, and invited professional English teachers to the hotel for two months of English training. At the same time, the backbone of the department and employees in special positions are sent to participate in short-term English training courses organized by the Tourism Bureau, and foreign teachers are hired to conduct standardized training on the bilingual telephone answering service in the hotel. Management is an eternal theme. Only strict management can be in an invincible position in the fierce market competition, which invisibly puts forward higher requirements for managers. The resort also attaches great importance to it. Organizing management to study in Xiamen, Shanghai, Hainan, Hangzhou and other places, and organizing senior managers to attend training courses for provincial and municipal general managers have laid a solid foundation for the standardized management of resorts. Through a series of training and study, the management level and business skills of managers and technicians have been improved, and a staff team with fast adaptation to the environment, fast work and high comprehensive quality has been created. According to its own characteristics, the resort has formulated a set of practical rules and regulations, and improved them in operation, forming a new enterprise management system that conforms to the development of the resort itself, and has compiled a code of conduct for employees, a book for all employees, and working standards for each position, so as to ensure that the code of conduct for employees is standardized, the work assessment is standardized, and people are bound and regulated by the system. Through the careful study of all departments and the implementation of the staff code of conduct, the service quality of the resort has been stabilized, the quality management system of the whole resort has been improved and the quality management level has been improved. Thirdly, creating a cultural atmosphere reflects the continuous development of the local hotel industry, which makes the competition between hotels develop from tangible product competition and intangible service competition to higher-level and higher-grade cultural competition. In order to further enhance the market image of the resort, we take building the cultural atmosphere of the hotel as an important step to create a four-star hotel. According to the geographical conditions and cultural background of the hotel, we will build characteristic hotel culture featuring the promotion of local culture and the introduction of modern aliases, create a good corporate culture atmosphere and establish a good social image. Improving the hotel's cultural taste, optimizing the development environment and enhancing its competitiveness is a major change and gain in the process of "creating a four-star hotel". According to the present situation of the resort, we have formulated the design scheme of the cultural atmosphere of the resort, and infiltrated the local characteristics, cultural concepts and leisure functions into the tourism, leisure and holiday activities of the resort. The first is to launch the brand of Wu Changshuo, a cultural celebrity. As the hometown of celebrities, Wu Changshuo, as a master of modern China painting and seal cutting, was also the leader of the later maritime painting school and the first president of Xiling Printing Society, and had great influence in Shanghai and the Yangtze River Delta, as well as in Japan and Southeast Asia. The area affected by Mr. Wu Changshuo is the tourist destination of the resort. Therefore, the hotel manager decided to put Wu Changshuo's seal cutting and Shi Guwen's copy in the main position in the lobby of the resort, with corresponding explanation signs to enhance the cultural connotation. Taking "Changshuo Culture" as a breakthrough, we specially invited experts to design the overall layout, invested xx million yuan to adjust the cultural environment of the resort, made a number of related white marble sculptures in the courtyard, and carefully arranged seal cutting, Shi Guwen calligraphy and white marble button carving in the lobby desk, corridor and corner of the hall, which made the hotel show its unique Changshuo culture everywhere, especially in the lobby area. The second is to do articles that deeply understand bamboo culture, use local materials and carry forward characteristics. "Five miles in Sichuan, bamboo is being cultivated", which shows the characteristics of being the hometown of bamboo in China. As a local reception window, we specially set aside a piece of land in the resort and turned it into a bamboo garden area. More than 6000 kinds of bamboo have been planted. First, as a cultural highlight of the hotel; Secondly, it is also the base for developing bamboo shoot food such as bamboo shoot banquet. In the overall greening arrangement, the space of bamboo greening is unified.
Surface planting and strip planting make the scenery harmonious and unified, which not only plays a role of covering up, but also has a unified effect. In terms of form, a large area of forest is planted, and bamboo leaves are not obviously fallen, creating a vivid and peaceful scenery with green bamboos, towering telephone poles, clouds and birds contending. In interior decoration, we apply bamboo as an important material to interior decoration. In the dining room, the walls arranged with round bamboo roots are neat and simple; The patterns inlaid with bamboo roots and bamboo whips are ethereal and beautiful; The bamboo showcase is elegant and generous; Together with bamboo screens, furniture, bamboo carvings and bamboo weaving handicrafts, a bamboo world is built, which embodies the natural interest and fresh style of bamboo art decoration, and makes full use of materials to reflect the local bamboo cultural characteristics and ecological protection concept in hotels. In the background music of the resort, we will apply the music with the theme of bamboo or the music with the musical instrument of Jiangnan Silk and Bamboo to the background music system, and spread the bamboo culture by widely using the music and songs with the theme of bamboo, so as to integrate it with the local environment. In terms of dining atmosphere, combining with local conditions, carry forward and inherit bamboo culture. All the boxes in the hotel are named after local bamboo, and the artworks in the boxes are mainly decorated with some local bamboo carvings, bamboo handicrafts, bamboo decorative paintings and abstract paintings made of bamboo. Each box has a different style and characteristics. In view of the large scope of the hotel, we use local materials at various intersections, use natural stone to make road signs, and carve the road names, which not only allows guests to enjoy the unique road signs, but also facilitates them. We hope that through the promotion of the cultural atmosphere of the resort, guests can feel the ubiquitous leisure cultural atmosphere, enjoy their body and mind in a relaxed environment and experience a real leisure vacation. The fourth is to carry out "creating green" work and smiling service activities to improve service quality. The resort takes "creating a green hotel and building an ecological home" as its environmental protection purpose and business philosophy, and strives to build a green home. Green Home is a green hotel with elegant and comfortable ecological environment. To this end, the resort set up a "Green Creation Committee" headed by the general manager, and implemented the working mode of combining internal and external, management with "green creation" and "green creation" with "star creation". Various departments have also set up a "green creation" group to formulate work rules and codes of conduct, carry out green catering and guide green consumption; Strictly control the procurement and supply of commodities, and implement green procurement with low consumption, no harm, no pollution and no harmful chemicals as the basic requirements; Control disposable goods, advocate the reuse of goods, and actively save energy and reduce consumption; Set up smoke-free areas to recycle waste; Implement the green management project in all directions. At the same time, using scientific and reasonable methods to save energy consumption and reduce costs, the hotel's energy management, facilities and equipment management and maintenance work always focus on the goal of increasing revenue and reducing expenditure, improve energy measurement, establish energy consumption files, and report energy consumption in time. In order to tap the potential of energy saving, the energy of the hotel is managed in a planned way, and some facilities beneficial to accounting are installed for the operation of water, electricity, gas and oil, which effectively saves and controls the consumption of materials, improves the economic benefits of the hotel and embodies the social responsibility of the hotel. In view of the large area of the resort, the hotel invested xx million yuan to buy a sightseeing bus, which is convenient for guests, especially children, to move in the hotel courtyard. Sightseeing bus is a green product, environmental protection and pollution-free. Walking on the boulevard can not only be regarded as a landscape of the hotel, but also a reflection of the hotel's grade. By deepening the concept and management of green management, improving green service measures, establishing a green brand image, and conscientiously implementing the national industry standard "Green Hotel Rating Regulations". Do a good job of "safety, health and environmental protection" and build a green ecological brand. In X, it was officially awarded 4A-level "China Green Hotel" by China Hotel Association, and it was also one of the first 4A-level China green hotels in China. [Page] The resort also cooperated with the work of "Creating Four Stars" and launched a smile service activity. Smile service is an important way to meet the spiritual needs of guests and improve their satisfaction. For hotel service, smiling service not only reflects its own high courtesy and cultural accomplishment, but also reflects the respect and enthusiasm for guests. Only by respecting others can we get their respect and let the service run in a good atmosphere. Fully aware of the importance of smiling service, the resort advocates smiling service for all employees, creating a harmonious atmosphere in the resort and achieving initial results. The "four-star" work of the resort is a strategic issue related to the long-term development of the hotel. In the process of "four-star", the resort has made a detailed "four-star" work plan, instead of surprise and formalization, and has improved both in software construction and hardware transformation. The leading group of "Creating Four Stars" also carries out their respective duties, undertaking publicity and training, data drafting, service quality, facility maintenance, cleaning and sanitation, etc. Because these work scopes basically cover all the basic projects of this "four-star creation" work, the whole process of "four-star creation" is controlled as planned. Hotel staff are firm and confident. Under the leadership of the general manager's office and the guidance of experts from provincial and municipal tourism bureaus, we will do a solid and effective job in the basic work of "creating four stars" The activities of establishing and evaluating four-star hotels need some investment, and now, our investment has achieved good returns. We can happily report to the leaders of the Tourism Bureau that with the joint efforts of all the staff and management, the activity of "creating four stars" in xx Resort has achieved good economic and social benefits. In xx years, the hotel received xx in-house guests. Achieve operating income of xx million yuan. Among them, it received international conferences 1 time, national conferences 3 times, provincial conferences 44 times, more than 700 conference teams, about 100 provincial and ministerial leaders, and about 400 municipal and departmental leaders and celebrities. In X-X this year, the hotel achieved an operating income of xx million yuan, an increase of 2 1% over the previous year, and the hotel management has gradually entered. In order to improve the comprehensive benefits of the hotel, we still have a lot of follow-up work to do, and the operating scale of the resort will be further expanded. The hotel management has planned to expand the VIP building and the executive building of the hotel on the existing basis, increase the number of rooms, and pay more attention to the comfort and feelings of guests, so as to improve the level of rooms. At the same time, the hotel will continue to do a good job in software construction, improve the management level of the hotel by inviting hotel management experts inside and outside the province to give lectures and go out for inspection, and strive to build the hotel management team into a learning organization on the basis of strengthening management training and learning. Finally, I hope that the leaders of the Provincial Tourism Bureau will give guidance and care to the "four-star" work of the resort. We are confident and determined to make xx Resort a model of resort hotels in xx area and make our own contribution to the development of tourism in our province.