Work Summary and Work Plan of Hotel Marketing Department

In a hurry, another year passed. Review the past year, affirm achievements, accumulate experience and welcome a new year full of hope! The following is the summary and work plan of the hotel marketing department I compiled for you for your reference. I hope it helps you. Please click to see more details.

In a hurry, another year passed. We welcome 20xx with confidence. In the past year, the hotel's annual revenue and profit targets were relatively unsatisfactory. On this occasion, it is necessary to review the work, achievements, experience and shortcomings of the past year, foster strengths and avoid weaknesses, and strive for better results in the new year.

First, aim at efficiency and do a good job in sales.

1, personnel adjustment. The hotel has adjusted the sales staff, continuously expanded the sales team, and enhanced the on-the-job staff's sense of competition and responsibility for active sales. According to the analysis of the leading group of the sales department, improving the sales performance is mainly to manage the sales staff well, issue scientific and reasonable sales indicators, and stimulate everyone's sense of responsibility and initiative.

2. Expansion of customer structure. On the basis of the original natural sales channels, such as agreement units, on-site individual customers, international cards, etc. The hotel expansion has increased channels such as group rooms and online booking, and the indicators have been broken down according to the proportion of customers in each channel to the total hotel customers. In this way, the indicators issued to the sales staff can be well-founded, and the decomposition indicators are reasonable, which can promote the promotion of sales performance and enable the hotel to complete the business indicators issued on schedule.

3, meals, room rate commission reward. According to the characteristics of the hotel market positioning, a marketing strategy is formulated, which focuses on the reception of business guests, individual guests and international card guests by the agreement unit, supplemented by online booking and team rooms, and gives a certain percentage of commission reward to the sales staff after exceeding the monthly sales target. This incentive policy greatly mobilized the enthusiasm of sales staff and enhanced their service awareness.

4. Complaint handling. The sales department directly serves the guests, and it is also a relatively concentrated place where guests ask questions, reflect the situation, make suggestions and complain about their dissatisfaction. In line with the tenet of "guests first, service first", the sales department accepts and properly handles the complaints of guests, which greatly reduces the economic losses for the hotel and wins more repeat customers. In addition, according to the requirements of hotel leaders, the sales department has directly won a sharp rebound in sales performance from passive sales to active sales and from disorderly work to orderly work.

Second, according to customer feedback, there are still three types of problems in the hotel.

After a year's work and the joint efforts of all staff, the achievements are obvious. But we can't ignore the existing problems. Some of these problems come from guest complaints and other feedback, and some are found by hotel quality inspection or departmental self-inspection.

1, facilities and equipment are not perfect. In particular, the tables and chairs in the guest room are damaged at edges and corners, the wallpaper is moldy, the shower curtain is moldy, the carpet is dirty, and the floor tiles are cracked.

2. Service skills need to be improved. First, the comprehensive qualities of service technicians such as cultural literacy, professional knowledge, foreign language level and service ability are uneven; Secondly, the hotel has not worked out a set of standardized, systematic and feasible "incentive mode"; Third, individual behaviors such as arbitrariness of service skills are more serious.

3. The service quality needs to be optimized. From many inspections and guest complaints, it is found that the service quality of employees in various departments and positions in the hotel is high and low horizontally and good and bad vertically. The recurring problem is that some employees in some departments or positions are untidy, polite and initiative, poor reception service and inflexible in gfd. In addition, careless cleaning and untimely equipment maintenance have also affected the overall service quality of the hotel.

By reviewing the work of the hotel throughout the year, we encourage and spur the whole store to enhance self-confidence, cheer up, carry forward achievements and rectify problems. And will formulate the governance objectives, business indicators and work plans for the new year, so as to guide the comprehensive development and concrete implementation of all the work of hotels and departments in 20xx. According to the present situation of the hotel, first of all, establish the idea of "market-oriented, sales as the leader"; In order to better carry out the sales work, our sales department has formulated a 20xx work plan and implemented it step by step.

In view of the work function of the marketing department, we have formulated the 20xx work plan of the marketing department, and now we report to you:

First, establish a hotel marketing customer communication network.

One of the key tasks this year is to establish a perfect customer file, classify the guests according to the key customers who sign the bill, the customers who receive the bill and the customers with development potential, record the customer's unit, contact person's name, address, annual consumption amount, discounts given to the unit, etc., and visit new and old customers regularly to maintain good customer relations.

Second, explore the market and establish a flexible incentive marketing mechanism.

Marketing representatives should keep a work diary, and they must visit two new customers, three old customers and four contact numbers every working day, and make a comprehensive evaluation of marketing representatives according to the monthly completion of marketing tasks and the work diary.

Third, warm reception and thoughtful service.

Reception groups, conferences and customers should follow the service all the time, pay attention to the service image and appearance, and be warm and thoughtful. Make guest feedback questionnaire, solicit customers' opinions, understand customers' needs, and adjust marketing plan in time.

Fourth, do a good job in market research and promotion planning.

Often organize relevant department personnel to collect and understand the information of tourism, hotels and their corresponding industries, grasp the trend of their management and reception services, and provide comprehensive, true and timely information for the general manager's office of hotels, so as to make marketing decisions and flexible promotion plans.

Verbs (abbreviation of verb) cooperate closely and coordinate actively.

Work closely with other departments of the hotel, actively contact and cooperate with other departments of the hotel according to the needs of guests, give full play to the overall marketing vitality of the hotel and create the best benefits.

The marketing department is the functional department responsible for handling public relations and sales business, and it is an important window for the hotel to enhance its reputation and establish a good public image. Making marketing plan plays the role of staff and assistant, and plays an important role in promoting hotels to clear marketing channels, open up markets and improve economic and social benefits. In the new year, I hope that all departments will cooperate happily in their work and jointly create good performance for the hotel.

I recommend it carefully.