Put forward reasonable suggestions to the hotel

In view of the fact that the hotel has been open for more than half a year, some suggestions are put forward for the problems in our work:

1. The breakfast quality needs to be improved. Most guests are not satisfied with the hotel breakfast. The breakfast time is a little early, the quality of the dishes is not very good, and there are too few varieties.

2. The staff's work clothes. Where is our hotel located? Quasi-four Standards and tooling have not been unified, and the first impression to the guests is not very good. As far as the front office is concerned, the clothes at the reception desk and cashier's office are not uniform (because there is no suitable size), and the clothes of the bellboy are not uniform. When the weather is cold, middle-level managers don't pay attention to their own clothes, and it makes people feel bad to wear tooling jackets over sweaters.

3. The staff meals don't care about the number of dishes, but the taste is expected to make employees have an appetite to eat. Only in this way can we have a good spirit to put into our work.

4. We don't pay enough attention to our employees, and the post bonus can't be paid within the specified time in the middle of the month, which can indirectly affect the enthusiasm of our employees in their work.

5. Our hotel is a business hotel, but there is no business center. Although the sales department has merged the business center now, but? Copying? It is still a problem to be solved.

6. To strengthen the team spirit of our hotel, the division of labor among departments is too obvious. When problems arise, we should first solve the problems instead of shirking the responsibilities of departments. We should strengthen the spirit of cooperation between departments.

7. We are not authorized enough for employees and department heads. When compensation problems arise, we have to ask for instructions again, which leads to the resistance of guests and a bad impression on the hotel. Part II of the hotel rationalization proposal

With? Four stars? Compared with the original consumer groups, the market will change with the completion of various transformation projects. To this end, I suggest taking the following measures:

1. Define the market positioning and subdivide the tourist market.

　? Four stars? The main tourist markets are high-level elites, business individuals and senior executive meeting teams. The sales department should sort out and subdivide the tourist market by

collecting and establishing customer history files, and determine three marketing objectives, namely, ensuring upper-level tourists, developing middle-level tourists and striving for surrounding tourists, and implementing them one by one with credit strength and personal comprehensive quality as coordinates. According to the trend of economic development, efforts are made to expand the tourist market. Last year, industrial enterprises above designated size achieved an added value of 1 million yuan, increasing. How many enterprises have a total industrial output value of 1 million yuan? Are they all potential customers now? The tourist market should provide a basis for radiation to surrounding areas, Zaozhuang and Shandong, so the brand should be pushed to Zaozhuang and Shandong.

2. Consolidate and develop core customers, and strive to expand marketing.

market operation needs to rely on the market, and the core of the market is the source of tourists. We should pay attention to marketing strategy, change our image in business style, strive to eliminate the passive disadvantages of waiting, and focus on establishing, consolidating and expanding core customers. First, pay attention to filing a history, and implement fast tracking and filing according to the changes of party and government organs and key enterprises and business changes; According to the consumption, structure and characteristics of the guests, the archives are established by levels; The second is to strengthen the initiative and pertinence of the work and carry out targeted publicity and promotion; Third, put down the shelf, take the initiative to communicate, strengthen contact, enhance feelings and attract tourists through regular visits, mass information, festivals and other means; The fourth is to innovate incentives in the management mechanism, establish an evaluation system of public relations marketing responsibility indicators, strengthen the sense of responsibility and crisis of marketers, and make efforts to expand the team reception.

three: adhere to the high-grade management pattern and cultivate their own business advantages.

The hotel has chosen a high-grade management pattern. To this end, we should first pay more attention to our own consciousness, ideas and education, inspect domestic first-class four-star hotels through various meetings and organizations, and repeatedly emphasize and instill high-quality management ideas to all staff, especially managers; Secondly, carry out management and consultation, academic and exchange activities, introduce domestic and even international first-class management models and experiences, and lay a bridge for high-grade and branded management; Thirdly, adhere to the high-grade market positioning in products, and establish the position and image of local high-grade management through a series of chain measures such as hardware decoration transformation, product upgrading, food introduction and innovation, training and developing golden key members, and continuing to explore refined services.

the above are the management ideas and strategies of the public relations marketing department in marketing. But hotel marketing is a? Full marketing? The process. From the general manager down to the ordinary employees, they should be sent and received by daily greeting, to every specification, requirement and standard of customer service, to the code of conduct and work requirements of grass-roots management? Customer-centered? The specific measures are as follows:

1. Provide customers with satisfactory products and services according to their needs.

hotel service personnel should not only provide services according to the prescribed service methods and service specifications, but also provide more targeted services for guests, so as to meet the highly personalized psychological needs of guests. Of course, this first requires managers to increase relevant knowledge training for employees, strengthen service awareness and improve service skills. For example, when dining in a hotel, the service staff should help the guests order according to their hobbies and the number of people eating; At the same time, recommend drinks according to the level of food consumption of guests; Pay great attention to the timing and temperature of serving during the dinner, and pay attention to the service details; Check out quickly and accurately. Let the guests not only experience the warm service of the hotel, but also deeply feel the good intentions and silent care of the hotel, so how can the hotel not move the guests? There is a very popular saying in modern marketing:? Marketing not only makes customers satisfied, but more importantly makes them moved. ? Only in this way will the guests be invited by? First time? Become? Repeat customers? .

second,? Smile service? It is not only the marketing attitude, but also the most direct greeting and friendliness to the guests.

Smile is a hospitality attitude, a hotel product and an effective marketing tool for hotels. There is a saying circulating in the hotel industry: the food is not enough for service, and the attitude of service is not enough. The attitude here is to ask for service with a smile. From the perspective of service science, Smile service? In essence, there are two meanings: smiling service not only represents the hotel's warm welcome attitude to guests, but also represents the service personnel's high sense of honor and responsibility for their own careers. Hotel managers should create a warm, harmonious and uplifting environment for employees, and employees will have a heartfelt smile. So-called? Only satisfied employees can have satisfied guests? It is from this. Meanwhile, hotels should pay attention to training employees? Dedicated to work? The spirit of. Therefore, the hotel staff's love for hotel work and guests is the source of their enthusiasm and sincerity. Because of love, there is enthusiasm and a sincere smile. Of course, so is the optimization of hotel management system and service environment? Smile service? The guarantee.

third, excellent service, which can directly affect the economic benefits of the hotel.

quality service can make customers have? Feel at home? The feeling of harmony? Bing goes home? The idea makes the guests come happy and leave satisfied, leaving a good memory of the hotel. Quality service should run through every detail of hotel service and the whole process from customers entering the store to guests leaving. Guests' evaluation of hotel service quality is based on the work of each department and every link, and through everything, even the smallest things, to draw conclusions, so as to determine their own consumption behavior and consumption standards. Quality service includes several points: First, the hospitality is fair and just; Second, pay attention to work efficiency; The third is subtle service, also known as? Personalized service? That is, according to the different needs of guests, provide. Hotel rationalization proposal

As a member of the hotel, the rise and fall of the hotel is closely related to itself. Today, with the development of hotels becoming more and more mature, the competition among hotels is becoming more and more fierce. We should all participate in the management of the hotel with the consciousness of being masters and make suggestions for the development of the hotel. The following are my suggestions for the hotel for the leaders' reference.

1. Training for managers

? Training is the best welfare? . Training is an effective way to make hotels adapt to the ever-changing market demand, improve the comprehensive quality of managers and enhance the competitiveness of enterprises. Managers are the core strength of the hotel. With the development of the hotel, the requirements for managers are getting higher and higher, and diversified talents are necessary for enterprises. Through training, managers can grow and surpass themselves. In the unchangeable and fixed environment, people's vision is getting narrower and narrower, so hotels can select a group of people to study abroad, which can create a good atmosphere of spirits, vigor and pioneering, and stimulate everyone's enthusiasm for work.

second, emotional encouragement and spiritual encouragement

only satisfied employees can have satisfied customers. Should the hotel become? Staff home? , emotional input to employees, so that employees always feel the warmth of home. Therefore, hotels should always care about the work and life of employees, help employees solve all kinds of difficulties at any time, and make employees understand that they play a vital role in the success of their departments and the whole hotel. To make employees happy at work, we must find their spiritual home. Sometimes giving employees some honor and dignity is often more important than giving employees some money and material rewards. Therefore, we should fully grasp the employees' psychology, and give them a certain sense of honor and accomplishment when they have made achievements with sweat and wisdom.

Third, strengthen communication and participation

Sincerity, trust and respect are the most precious things among people, and the bridge is communication. You can hold employee seminars from time to time, care about employees, and be good at listening to employees' opinions and suggestions in order to brainstorm. Communication and participation should tap the internal drive of employees from the heart and provide them with a stage to display their talents. We should give full play to the role of the general manager's mailbox, not just a decoration, shorten the distance between employees and managers, make employees dare to tell the truth, give full play to their initiative, and gain a strong driving force for hotel development. Training for managers

? Training is the best welfare? . Training is an effective way to make hotels adapt to the ever-changing market demand, improve the comprehensive quality of managers and enhance the competitiveness of enterprises. Managers are the core strength of the hotel. With the development of the hotel, the requirements for managers are getting higher and higher, and diversified talents are necessary for enterprises. Through training, managers can grow and surpass themselves. In the unchangeable and fixed environment, people's vision is getting narrower and narrower, so hotels can select a group of people to study abroad, which can create a good atmosphere of spirits, vigor and pioneering, and stimulate everyone's enthusiasm for work.

second, emotional encouragement and spiritual encouragement

only satisfied employees can have satisfied customers. Should the hotel become? Staff home? , emotional input to employees, so that employees always feel the warmth of home. Therefore, hotels should always care about the work and life of employees, help employees solve all kinds of difficulties at any time, and make employees understand that they play a vital role in the success of their departments and the whole hotel. To make employees happy at work, we must find their spiritual home. Sometimes giving employees some honor and dignity is often more important than giving employees some money and material rewards. Therefore, we should fully grasp the employees' psychology, and give them a certain sense of honor and accomplishment when they have made achievements with sweat and wisdom.

Third, strengthen communication and participation

Sincerity, trust and respect are the most precious things among people, and the bridge is communication. You can hold employee seminars from time to time, care about employees, and be good at listening to employees' opinions and suggestions in order to brainstorm. Communication and participation should tap the internal drive of employees from the heart and provide them with a stage to display their talents. We should give full play to the role of the general manager's mailbox, not just a decoration, shorten the distance between employees and managers, make employees dare to tell the truth, give full play to their initiative, and gain a strong driving force for hotel development.

fourth, truly smile service

how to really do it? Customer first? Can take the initiative to create for customers? Feel at home? The warm atmosphere and first-class service. Smiling gives people a kind, kind and polite feeling, and with proper honorifics, guests will feel relieved. Although every department requires employees to serve with smiles, the actual results are not great, one of the reasons is that employees are required to do so. Efforts should be made to let employees know that laughter should be natural, because the guests are? God? ; Smile sweetly, because the guest is? God of wealth? ; Laugh kindly, because guests are guests. Only in this way? Smile+comfort = first-class service? Only in this way can we achieve effective practice, so that every customer who walks into Taoli Garden will linger and be willing to be a repeat customer.

5. Making the hotel's own shop newspaper

In order to better reflect the unique corporate culture of the hotel, enrich the amateur cultural life of employees and improve the cultural quality of employees, our hotel can run its own shop newspaper every half month. Let the hotel staff actively participate, call on the staff to actively contribute, solicit the opinions of the staff extensively, and reward the adopted manuscripts and good suggestions. This can better reflect the hotel style, culture and advanced deeds, fully mobilize the enthusiasm, subjective initiative and innovation creativity of employees, add luster to the hotel and better publicize the hotel image.

VI. Strengthening social ethics education for employees

Hotel is a unit in society and a window of social civilization. The basic requirement for hotel employees is to abide by social ethics. It is impossible to abide by professional ethics without social ethics, because the hotel image is confirmed by society. The formation of hotel image depends on the hard work and enthusiastic service of all staff, and the social benefits caused by this service are gradually established in people's hearts. Therefore, without social morality, there is no professional ethics; Without professional ethics, how can we do a good job in hotel service? All employees should have a sense of ownership of the store as their home. While doing their job well, they should always be diligent and frugal in their minds and oppose wasting this string. Therefore, it is necessary to strengthen the training of employees in this respect and let employees start from bit by bit. For example, save water and electricity, don't scribble on the dry wall in the public area, and take care of the property of the hotel.