Annual work report of hotel marketing department

# Report # Introduction A work report refers to the work, practices, experiences and problems of the unit, department and region reported to the superior. The following is the annual work report of the hotel marketing department, welcome to read!

1. Annual Work Report of Hotel Marketing Department

Every employee working in a hotel has to face the guests directly, so the working attitude and service quality of our employees reflect the service level and governance level of a hotel. The cashier is the core part of this hotel. I know that my responsibility is great and my negligence will bring economic losses to the hotel. Therefore, in my work, I do every job conscientiously and responsibly, and actively learn more professional knowledge from other colleagues to strengthen my professional level. Only in this way can we make further progress in our business knowledge and service skills, and we can better provide quality services to our guests and make them overjoyed. There is a saying that is very good! Elimination is really not because you are incompetent, but whether you care about your job. Yes, it's not that you are not qualified for this job, but that you don't like it, so you can't do it well. Everyone is really dissatisfied with their present situation, but why are some of these humble jobs successful, while others are getting worse every day, and the final result is to be eliminated. It's very simple, that is, different attitudes towards work.

In the process of communicating with guests, we should pay attention to etiquette and politeness. It's impolite to stare at a guest all the time when talking with him. We should keep eye contact with our guests from time to time. Listen to the guest's opinions, don't interrupt the guest's speech, and keep nodding your head during the listening to show your respect for the guest. Smile when facing the guests, especially when the guests criticize us, we must keep smiling. No matter how angry the guests are, our smiling faces will "put out the fire" for them, and many problems will be solved. As long as we keep smiling, we will get unexpected results. In my opinion, only by paying attention to details, starting from small things and starting from small things will we make our work better.

Hotels are like a big family, unpleasant little things will inevitably happen at work, so in daily work and life, I always pay attention to my words and deeds, take the initiative to deal with colleagues, respect others and win respect for myself. Everything goes well at home. Only in this way can our hotel make great progress.

In these days, I have grown a lot and learned a lot, but I have also deeply realized and realized the shortcomings.

1, the service lacks flexibility and initiative, and is afraid of doing something wrong.

2. In case of unexpected events, I lack good psychological quality and can't handle things calmly.

The new year is about to begin, and I will be down-to-earth and do things seriously under the leadership of hotel leaders. Actively cooperate with the foreman, supervisor and leader to complete all the work, strive to improve their comprehensive quality, improve service quality, correct those deficiencies, strive for better development on the excellent platform of the group, and contribute their own modest contribution to the prosperity of the hotel.

2. Annual Work Report of Hotel Marketing Department

In the past year, with the correct leadership of the general manager and the close cooperation of other departments, the sales department has basically completed the work task of the hotel for 20 years. The work of this department has gradually matured. This year, our specific work contents are as follows: 1. First of all, after a year of running-in and development, the sales department has gradually matured its own sales work and expanded its own market. Pushing the business hotel into the tourism market in an all-round way has improved the visibility of the hotel and strived to create maximum economic benefits for the hotel.

According to the work plan at the beginning of the year, earnestly implement each item. For 20 years, the sales department has focused on personal business and conference sales. Due to the geographical location of the hotel, the occupancy rate of self-employed is low. The annual occupancy rate of personal business in the sales department is: we increase the sales of business guests, visit important companies to sign business agreements, and make different sales plans according to different seasons, such as visiting customers in the tourist season. We paid a serious return visit and communication to the travel agencies with better ground connection team. 65438+ Most motorcycles will be in February 2- 10/0. We will contact the dealers in time.

Pave the way for the overall sales of hotels in peak season. At ordinary times, when sorting out customer files, we will pay regular classified visits and constantly develop new customers. By the end of the year, * * * signed 454 agreements. I went to the hotel as a sales manager in 20__ _ _, and the hotel was officially listed in Samsung in 20__ _ _, which provided the sales department with a bargaining chip for external publicity, and at the same time improved the overall level of our hotel to a higher level, which was beneficial to the hotel's sales work. With the rapid development of the Internet, the publicity of the Internet not only improves the popularity of the hotel, but also improves the overall occupancy rate of the hotel through network companies.

By the end of the year, * * * signed network cooperation agreements with 54 online booking companies. We increase the commission ratio of important network companies, and use their publicity to let more guests know more about business hotels through the network, such as Ctrip, E Long, Hengzhong Zhongwei and other network companies; At the same time, during this year, we received more than 30 large, medium and small meetings from Zongshen, Jiaolong Hengyun, Kelon Electric, Wei Jun Mengniu Dairy University of Traditional Chinese Medicine, Railway, Universal Travel Agency and other motorcycle companies. For the reception of each meeting, all departments can seriously cooperate with the sales department to successfully complete the reception of the meeting, and the guests have affirmed our work. I sincerely thank the leaders and employees of all departments for their support to our sales department.

2. Internally managed hotels have their own websites, and the sales department is responsible for maintaining the websites, updating the contents of the webpages, expanding their influence through online publicity, and timely and accurately releasing hotel news and news, so that more people can know about the hotels. At the same time, we put forward a new hotel website construction scheme, which laid the foundation for the future development of the hotel website.

3. Disadvantages. Foreign sales need to be strengthened, and now we have relatively few individual customers; Lack of timely understanding of meeting information; Sometimes in the reception work, I am not careful enough, I don't pay much attention to some details, and the problems I consider are not comprehensive enough; Sometimes the communication is not timely and the information is not accurate enough; Affect the overall sales and reception of the hotel. In the future, we should be careful, try to avoid it, communicate in time and reduce work mistakes.

3. Annual Work Report of Hotel Marketing Department

This year, with the joint efforts of all the staff of Hilton Hotel, we successfully completed various tasks, vigorously promoted the brand of _ _ _, and continuously expanded the social influence of Hilton Hotel. On this occasion, it is necessary to review and sum up the work, achievements, experiences and shortcomings of the past year, foster strengths and avoid weaknesses, strive for progress, and strive for better results in the new year. I. Operating conditions

In the year of 20__ _, the main business income of Hilton Hotel was RMB _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Housekeeping department realized income of RMB yuan, with an average monthly income of RMB yuan. Among them, the room income is RMB _ _ _, accounting for _ _% of the room income; There were _ _ rooms in the Housekeeping Department at the beginning of the 20th century. In May, the Hilton Hotel was upgraded to _ _ rooms, and it was put into use in June, 65438+ 10. * * rooms have been rented out this year, with an occupancy rate of _ _%. The catering department realized an income of RMB yuan, with an average monthly income of RMB yuan. Among them: the main meal income is RMB _ _ _, accounting for _% of the total catering income; The wedding banquet income (from June 5438+ 10 to February 65438+February statistics) is RMB _ _ million, accounting for _ _% of the total catering income; Personal income (from June 5438+ 10 to February 65438+February) _ _ million yuan, accounting for _ _% of the total catering income; The agreement unit (statistical data of 65438+ 10-65438+February) is RMB _ _ million, accounting for _ _% of the total catering revenue.

Second, the management situation

(A) external managers, clear business ideas.

(2) Introduce local staff to broaden the influence of Hilton Hotel. Through the vigorous publicity of local staff and years of work experience, the external work of Hilton Hotel has been greatly improved.

(C) internal personnel integration, to achieve the best use of people. Through the part-time job of marketing manager and restaurant manager, the marketing work can be effectively improved; The engineering department will assign special personnel to ensure the timely solution of engineering problems; Housekeeping manager is a manager with professional knowledge to improve the quality of room service and unify the service process.

(4) Successfully completed the municipal evaluation of three Hilton hotels. In the past 20__ years, Hilton Hotel has carried out a lot of work around Samsung, such as business training, commodity procurement and system improvement. With the efforts of all the staff, Hilton Hotel has basically reached the standards of three Hilton hotels, and has been recognized by the evaluation experts.

Third, other aspects.

(1) Improve product quality. First of all, five bowls of seats widely loved by people in Huan County were introduced, and great efforts were made in the quality of other dishes, which was improved compared with last year. Secondly, buy a large number of rooms to meet the needs of guests and realize humanized service.

(2) improve services. Cultivate employees' awareness of opening up, adopt guests' opinions reasonably, and solve problems in a targeted manner, so that _ _ service becomes the focus of foreign competition.

(3) Optimize procurement methods and reduce costs. This year, I bought various items through online shopping comparison, and bought qualified products through lower prices.

(4) Improve employees' treatment and welfare. In 20__ years, the per capita wage increased by about _ _ yuan over the previous year; Use bonuses, holiday dinners and small items to improve employee welfare and care about employee life.

(five) to carry out training. Training is the eternal theme of Hilton Hotel. This year, Hilton Hotel organized awareness training, fire fighting training, and practical training of service skills. , through large classes, branches, study abroad and other ways, and constantly strengthen the work skills of employees in various positions.

Fourth, shortcomings.

(1) commercial aspects

The tourism market is unscientific and the proportion of large-scale reception is low; Service management is not up to standard, and service awareness is not strong; Various preferential activities have not received the expected results.

(2) Management

The team lacks cohesion and execution; The ability of managers needs to be improved, and the management methods are not good; The uploading and publishing work is not in place.

(3) Construction of labor force

High mobility of personnel; Lack of service skills; Lack of staff culture construction.

Five, 20__ year work objectives

(1) Pay close attention to management. The executive ability of middle-level personnel determines the operating ability of Hilton Hotel. In 20 years, Hilton Hotel will continue to send middle-level staff out to exchange and study, cut off their ideological inertia and strengthen their executive ability.

(2) Operating income. In 20__ years, we will continue to innovate in food quality and marketing to ensure that people have food without me and people have me. The marketing department puts forward sales methods according to the development progress of the southern district and the actual situation at this stage, and strives for a new breakthrough in turnover.

(3) improve services. On the basis of the service standards and processes of the Three Hilton Hotels, we will further unify the staff services and processes, and at the same time absorb the valuable opinions and suggestions of employees and guests, and work hard on humanized services.

(4) deepen training. Led by the Administration Department, training employees with relevant professional skills in service awareness and service skills; Through concentrated study, the relevant systems and concepts of Hilton Hotel were announced, and the job responsibilities were clarified.

(5) Open source and reduce expenditure. Explore new ways to increase income, rationally use backyard venues to regulate parking fee collection; Based on the current situation of Hilton Hotel's massive expenditure, we will continue to promote energy conservation and emission reduction, and strengthen employees' awareness of saving.

(6) improve treatment. Implement the decision of Hilton Hotel, sign relatively fixed labor contracts with some employees and buy insurance; While the performance of Hilton Hotel has increased, it has improved in staff dining, holiday welfare distribution and various cultural activities.

Achievements are affirmation of the past, and new challenges have come. We are full of harvest joy, ushered in a hopeful and inspiring 20 years. When the wind is good, sail and sail; We still have a long way to go, but we still need to make bold progress. Let's unify our thinking, strengthen our confidence, unite and struggle, make persistent efforts, overcome difficulties, and create new achievements and glories in the new year with more high-spirited fighting spirit and more solid style!

4. Annual Work Report of Hotel Marketing Department

In the busy work, unconsciously ushered in a new year. Looking back on this year's work, I have been persistently maintaining old customers and developing new customers, in exchange for the most valuable opinions put forward by customers, so that my work has been continuously improved and the quality of service has been continuously improved. For the reception of team meetings, we should put honesty first, and complete all tasks in an orderly manner according to the reception procedures of team meetings, so that guests can feel at ease, comfortable and caring. With the cooperation of colleagues in various departments, my sales in 20 years have achieved better results than last year. Thanks to the cooperation of all departments and the support of superior leaders.

I. Main work contents

1, focusing on maintaining old customers, and maintaining old customers through regular visits, telephone calls, emails, etc.

2. Develop potential customers around the hotel, sign new agreements, expand the tourism market and strive for higher performance;

3. Focus on maintaining key customers;

4. Follow up the meetings and dinners held by hotel companies according to the reception standards, and do a good job in reception coordination;

5. Complete the plan summary arranged by the department, daily sales report, collect guest opinions and improve customer files;

6. Promptly make dunning for the suspended business customers to ensure that all the money is received within the date specified by the hotel;

7. Visit major business customers on holidays and give gifts to achieve better communication with customers and maintain feelings.

Two. Sales Task and Completion (Unit: 10,000)

To sum up, 20__, I have finished my work report, and there are still many shortcomings in my work. I hope leaders and colleagues will give me advice. I will accept it with an open mind, strive to improve myself and repay all aspects of the company's training in the new year.

Three, 20__ year work plan

In order to gain an advantage in the increasingly competitive hotel industry, gain more customers, improve performance, and create more benefits and self-breakthrough for the hotel, I have formulated the following 20-year work plan:

1, for the original agreement unit, old customers and potential customers, keep in touch, communicate regularly, and stabilize the relationship with customers in order to achieve better sales results;

2. While having old customers, we should constantly tap more high-quality new customers;

3. Dig new customers from nearby units that have moved here and have no cooperative relationship at present, so that the hotel can get more agreements and income;

4. Develop more business meeting teams with comprehensive consumption, and maintain and establish long-term and stable cooperative relations;

5. Strengthen knowledge learning in many aspects, broaden your horizons, enrich your knowledge, improve your business level in various forms, and combine sales work with communication skills;

6. Do a good job in personalized and intimate service, make up for the lack of hotel hardware with higher service quality, and retain more repeat customers; Familiar with hotel products, so as to better introduce them to guests.

20__ The requirements and plans for my work are: exceeding the monthly sales tasks assigned by the hotel, doing a good job in off-season promotion, developing more customers, popularizing the off-season department promotion plan to every existing and potential customer, and striving to create more peak season 100% occupancy rate with colleagues. Sign back at least 5 agreement companies every month, and call at least 7 times a day to greet old customers, so that everything is planned, implemented and effective. Complete the sales report on time every day, fill in the customer history follow-up file, and put forward the customer's opinions and suggestions. Collect and handle all kinds of complaints and special requirements of guests in time. We should guide our work with the concept of golden key service, and customers are both God and friends. We should put ourselves in the hotel's shoes, put ourselves in the guests' shoes and make suggestions, and take solving customers' intractable diseases as the top priority of our work, so as to gain more trust and loyalty and improve our reputation.

We should be careful in the reception of meetings and banquets, minimize mistakes, achieve zero complaints, strengthen cooperation among colleagues in the department, explore better sales skills and channels, strive to overfulfill the overall tasks assigned by the hotel to the department every month, believe in the strength of unity, support each other and make progress together, and create more profits for the hotel. Achieve the ultimate goal of quantifying permanent customers throughout the year, develop and stabilize at least 20 stable large-scale permanent customers, realize real maintenance first, development second, and improve customer quality, so as to realize the good momentum of sustained and stable improvement of hotel occupancy rate. With the rapid development of hotels and markets, it can be predicted that our future work will be more arduous and demanding, and the knowledge we need to master will be higher and wider. So I will study harder, improve my cultural quality and work skills, and make due contributions to the hotel.

I will work hard to achieve the new goal in 20__ years with a down-to-earth attitude. I hope that Manager Kang and my colleagues will not forget to supervise my work. If there is anything wrong, I hope to put forward valuable opinions in time. I will accept the guidance with an open mind and work hard for our common goal.

5. Annual Work Report of Hotel Marketing Department

In the busy work, I have been working in the sales department for more than half a year unconsciously. Looking back on the work in the past six months, as a hotel salesperson, I have made some achievements and basically completed the tasks assigned by the hotel, but there are still many problems. When I first arrived in the sales department, I was just not very proficient in sales and unfamiliar with the new environment and new things. With the help of hotel, department and group leaders, I quickly understood the nature of hotel sales and its sales market. As a member of the sales department, I feel a great responsibility. As the facade and window of the hotel, my words and deeds also represent the image of the hotel. So I want to improve my quality, set high standards for myself, and strengthen my professional knowledge and skills on the basis of high quality.

In addition, we should have a broad understanding of the dynamics of the whole sales market, stay at the forefront of the market, strive to become a qualified salesperson as soon as possible after half a year's training, and strive to do our own job well.

In order to better complete the hotel's marketing work and achieve a win-win situation, this paper summarizes the sales work in the past six months from four aspects:

First of all, the cooperation of hotel departments.

I have worked in a hotel for more than three years. I used to be in the lobby, but the scope of possible contact is not as extensive as it is now. This is just friction, coordination and cooperation between teams. It is better to have the same leader in the same department, but it is different now. Now we must coordinate with each department. If you can't coordinate, go back to the leaders and team leaders, because they are all sales departments, and there are endless messes and chores.

Therefore, as long as there are guests involved in the scope of business or work, they must rely on their own personal feelings and personal strength to solve them. Let's give a simple example, for example, Luo Chunping, a guest in a long private room of mine, defaulted on the deposit to show that it was not my fault that caused this situation. Just because this was the guest I introduced to the hotel for consumption, I brought in the guests who had business relations with the hotel. Insufficient deposit is my guarantee, so basically, after I found that the guests owed the deposit in the hotel, few people asked about the handling result of this room, let alone made suggestions.

Some will just pass by and call me to follow up on this matter. Follow up! Of course I will follow up. You can't rush it too many times.

I can't tear up this friendly relationship with my customers. Therefore, I will only urge the guests regularly at most. It is really when we can't wait any longer that we can learn from department colleagues and group leaders. Through my colleague Zhang Guolin posing as a senior hotel leader and Zhu Fangyuan's cashier, I finally persuaded the guests to pay the deposit.

Among them is the cooperation reconciliation of Guo Caijuan, the cashier at the front desk. Thanks again to all my colleagues and their leaders who care about me and help me. As can be seen from this example, the integrity and goals of the hotel are not very consistent.

Second, the power and responsibility of marketing work

Due to insufficient level and poor coordination, there are many things that slow down the guests. Last month, the sale of zongzi on Dragon Boat Festival was the most intense and exciting sale of the year. Although this special sale is not very good this year, it still requires the customers of the internal company to deliver the goods urgently, requiring 5 boxes of 488 zongzi and 5 boxes of 328 zongzi of different grades. At that time, because of the bills in my hand, the team leader and his colleagues were very limited. Only 10 328 Zongzi needed to go to the cashier at the front desk to exchange five 488 Zongzi bills.

Because some columns take time to ask for instructions, make out an invoice and change tickets. It makes the already busy cashier at the front desk busier and slower, but it becomes less efficient. Zongzi is changed and then sent to the guests. No matter how the guests take care of it, they will still have a little regret and even care for you.

Because in his eyes, there is only the distance from the hotel zongzi warehouse to his office. This distance can be known and understood. Therefore, the responsibilities and rights of the marketing department are still unclear. I think the sales department should have certain authority to only perform the sales procedures. Regardless of the size of the problem, it is bound to cause inefficiency, and the control of some problems will also have a negative impact on sales. In this way, the marketing department will be passive. It is the top priority of the hotel's next work to establish a system with clear rights and responsibilities and clear workflow.

Third, hotel management innovation

The so-called marketing is the leader of the hotel, not only the leader, but also all kinds of innovations of the hotel should be known and familiar to the hotel leaders and the leaders of relevant departments. It also needs the recognition and understanding of the sales staff. I'm not talking about a literal explanation, but a substantive explanation.

For example, when a new product or dish is launched, one or two copies can be provided for the sales department to taste, which can not only facilitate the sales staff to introduce the new product or dish, but also allow more people to put forward valuable opinions on the new product. As the saying goes, one Zhuge Liang is not worth three stooges.

The above is just a rough summary of the work. Due to the rush of time, there will be many shortcomings I hope all leading colleagues will correct me. I will attach great importance to it and correct it in time. Finally, the hotel business is booming.