Hotel annual work plan model 202 1

Hotels give people in a hurry a place to stay and make society more convenient! The following is the Model Hotel Annual Work Plan 202 1 compiled by me for your reference only. Welcome to reading.

In order to strengthen management, enhance employees' safety awareness and service concept, and further improve employees' safety prevention ability and service level, 202 1 under the leadership of the general manager of the hotel, around the overall goal of the hotel, earnestly implement the working principles of "safety first, prevention first" and "tightening inside and loosening outside". Always adhere to the working route of "mass prevention and mass treatment" and "combination of civil air defense technology and defense", fully implement the safety responsibility system of "who is in charge and who is responsible", actively do a good job in hotel safety prevention, maintain hotel public order, strive to achieve the service goal of "guests' complete satisfaction" and create a good management environment for the hotel.

First, from the internal management, improve the overall quality of safety.

Establish a target management responsibility system, decompose and implement tasks at different levels, effectively solve the passive situation of doing or not doing, doing well and doing poorly, and play a role in encouraging the advanced and urging the backward. Make annual work goals, and divide all tasks into teams and employees, so that everyone has goals, tasks, pressure and motivation.

Two, strive to improve the professional quality, enhance the ability to respond to emergencies, and cultivate a disciplined and tenacious security team.

First of all, do a good job in ideological work, strengthen business training, and cultivate employees' idea of being hard-working and loving their homes. Managers at all levels should integrate into team members and train with them in order to find and solve problems in a targeted manner. Secondly, enhance service awareness and improve customer service ability. At work, we should respect guests, take the initiative to say hello and be polite. No matter how busy you are, you can't neglect or neglect your guests. We must serve attentively, pay attention to details and pursue perfection. Third, we must pay attention to strategy, understand guests and respect them. To treat unreasonable demands or unwarranted accusations from guests, we should adopt the method of guidance and influence, and we should not directly conflict with guests. Educate employees to understand from the heart that everything we do is to satisfy our guests.

Three, the use of industry advantages, strengthen the safety information work.

First of all, according to the requirements of the public security and fire departments, give full play to the functions of the security department, strictly manage and require, and earnestly implement various safety precautions to ensure the normal order of the hotel. Secondly, strengthen communication with public security and fire departments, assist hotels to use good people, and further purify the public security environment of hotels. Eliminate all kinds of unsafe hidden dangers in time, effectively curb all kinds of accidents, and ensure the safe and smooth progress of hotel fire control work.

Four, strengthen the maintenance of various facilities and equipment, improve the safety work efficiency.

First of all, improve the maintenance system and clarify the maintenance responsibility. According to different equipment and different areas, define the maintenance responsibility and workflow, and ensure that the equipment is managed everywhere and the parts are protected. Secondly, make a specific maintenance plan to ensure that the equipment can be maintained within the specified time. Third, implement correct maintenance technical standards, take technical parameters as the core, accurately reflect the operation status and maintenance of facilities and equipment, and improve the overall maintenance level. Fourth, strengthen the professional quality and level of fire inspectors to ensure the orderly maintenance of facilities and equipment with excellent professional skills.

Five, do a good job of coordination, strengthen the fire safety awareness of employees of the owner's unit.

Widely carry out fire safety publicity and education, and carry out fire publicity activities in a form that everyone likes to see and hear, so as to popularize fire knowledge. Cases with typical educational significance should be reported to the owners in time to form interaction, so that everyone can fully understand the dangers of fire and enhance their consciousness of doing a good job in fire safety.

In short, we should continue to deepen management, cultivate the professionalism of the new era, encourage security guards to continue to adhere to the spirit of self-pressure, hard work, high standards and strict requirements, combine the spirit of daring to try with the scientific attitude of seeking truth and being pragmatic, and strive to create a new image of xx that is efficient, pragmatic and civilized. Open up new ideas, boldly reform, complete the task of income generation, and do a good job in escorting the development of xx.

202 1 every member of the second lobby is the image window of the hotel. Not only must the overall image stand the test, but also the business knowledge and service skills reflect the management level of a hotel. Therefore, the work plan of 202 1 is formulated:

First, strengthen employees' sales awareness and skills, and improve occupancy rate.

After xx years of ups and downs, the hotel's hardware facilities have become obsolete with the passage of time. Facing the hotel industry market of xx, the competition is fierce, which can be said to be a long way to go. Because the hotel hardware facilities are old and aging, engineering problems often appear, which affect the normal service to guests. For high-grade guests, some will be lost with the emergence of new luxury hotels. As a member of the hotel, I know that the guest room is one of the important revenue-generating departments of the hotel, and it is also a profit-making department, so every member of the hotel has the responsibility and obligation to do a good job in sales. In order to do a good job in sales, I plan to train the receptionist in the ways and methods of housing sales and practical skills, and at the same time instill the instructions of the leaders of the hotel authorities, emphasizing the purpose of "as long as the guests are at the reception desk, we must try our best to keep the guests", strive for the occupancy rate of the hotel as much as possible, and improve the economic benefits of the hotel.

Two, strengthen the management of all kinds of statements and customs declaration data.

This year is xx, and people from all over the world will come to xx because of xxx. Facing the sudden "attack" from people all over the world, as the reception department of the hotel industry, in order to ensure the normal work of the hotel, our duty meeting strictly requires the reception desk to do a good job of registration and uploading. The reception desk will register each guest according to the regulations of the Public Security Bureau and input the information into the computer. Report the guest's information to the local public security bureau in time through the hotel uploading system, and earnestly implement the notice issued by the public security bureau. At the same time, a special person will be appointed to report the guest information and related data.

Third, respond to the slogan of "saving energy and reducing consumption" advocated by hotel leaders.

Saving energy and reducing consumption is the slogan that many hotels have been calling for. This department will also respond to the call of hotel leaders, and strictly require each employee to make good use of every piece of paper and pen, trade in the old for the new, and collect the waste paper and cut it into volumes for emergency use in front-line posts. At the same time, the lighting in the lobby, air conditioning switch control, office electricity consumption and computer electricity consumption in the front desk department are reasonably adjusted and planned.

Fourth, keep the habit of communicating with employees to increase mutual understanding and facilitate the development and implementation of the work.

It is planned to have a heart-to-heart talk with employees in all positions of the department every month, mainly focusing on work and life, so that employees can find the object of heart-to-heart talk in their own departments, and solve their own problems as their own problems according to the reasonable requirements put forward by employees, so as to do their best. If it can't be solved, report it to the hotel leader. Let employees truly feel that they are respected and valued in departments and hotels.

Five, do a good job of quality inspection within the department.

It is planned to conduct a quality inspection on the employees of this department once a month, mainly to check the gfd, manners, post operation skills and adaptability of employees in each position. The quality inspector consists of the assistant manager of the department lobby, the department foreman and the manager. If there is a problem with the quality inspection, it will be rectified within a certain period of time. If the rectification is not completed within the specified period of time, the individual will be fined.

The hotel's annual work plan, model 202 1, has been flown three times, and it is a new year. The new year opens new hopes, and a new starting point leads new dreams. As the head waiter of the hotel, I made this year's work plan according to the work arrangement of the company leaders and the summary of last year's work experience:

First, the hall ground site management

1. Etiquette and politeness need to be practiced repeatedly at the daily meeting. Employees should use polite language when meeting guests, especially the cashier at the front desk and the service staff at the regional registration desk. They are required to apply etiquette and politeness to every point of their work, supervise each other and make progress together among employees.

2, insist on checking gfd before class, gfd is unqualified. You can't go to work until you are qualified. If they find any appearance problems in their posts, they should immediately correct them, supervise the use of guests' manners and manners, and employees should develop a good attitude.

3. Strictly grasp the positioning and service awareness, improve service efficiency, and combine the service personnel during the peak meal period. Deploy, support busy areas at any time with the foreman or encouragement as the center, and other personnel shall be responsible for each other, clarify their respective work contents and carry out division of labor and cooperation;

4. Advocate efficient service, requiring employees to serve the guests as soon as possible when they need service;

5. Commodity management. From large pieces to small pieces, whether it is customer damage or natural damage, everything needs to be followed, documented, implemented, supervised, followed up and summarized;

6. Sanitary tube. In public areas, cleaning personnel are required to clean immediately when they see foreign objects or dirt. The sanitary requirement of each area is that the sofa surface, surroundings, dining table and floor should be clean and free from water stains. Qi, no tilt;

7. Dining time depends on the comparison of guests at the store. Guests often queue up, and guests will show impatience. At this time, it is necessary for the head waiter to prepare for the reception before the reception peak, reduce the waiting time of the guests, and pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, seriously receive each table of guests, busy but not chaotic;

8. Buffet is a new item in the restaurant. In order to further improve the quality of buffet service, the "Practical Scheme of Buffet Service" was formulated, which further standardized the operation process and service standards of buffet service.

9. Establish a restaurant case base. System, reduce the probability of customer complaints, closed. Complaints from restaurant customers about service quality, quality, etc. As a way to improve daily management. And provide an important basis for service, all employees of the restaurant collect. Analyze and summarize cases, and propose solutions to problems, so as to make daily services more targeted and reduce the probability of customer complaints.

Second, the daily management of employees

1. As an important part of restaurant staff, new employees can quickly integrate into the team and adapt. A good transition mentality will directly affect service quality and team building. Conduct special training according to the characteristics and entry conditions of new employees. Please keep this mark of employees' mentality, face up to the role change and understand the characteristics of the catering industry. Remember new employees. Fully prepared mentally, relieved the dissatisfaction caused by the unsuitable role change and accelerated the pace of integration into the catering team;

2. Pay attention to the growth of employees, always pay attention to employees' mentality, keep good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work, find problems and solve them;

3, combined with the actual work to strengthen training, the purpose is to improve work efficiency, make management. More standardized and effective. Combined with the case study of daily restaurant, employees have a new understanding of daily service. Solutions, formed a consensus in the daily service consciousness.

Third, there are shortcomings in the work.

1, the work process is not detailed enough, and the work arrangement is inappropriate. In the case of more work, the priorities are not very clear;

2. There is a lack of communication between departments, and the existence of problems is often discovered after the accident;

3. There are not many interactive links in the training process, which reduces the vitality and vitality.

Four. working face

1, do a good job in internal personnel management, so that the management system is strict and the division of labor is clear;

2. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of the discussion, and make the service quality seminar an exchange for all service personnel, learn from each other, share service experience and stimulate their thoughts;

3. On the basis of the existing service level, innovate and upgrade the service, focus on service details and humanized service, improve the entry qualification of service personnel, improve the salary assessment and treatment standards of waiters, strengthen daily service, establish quality service windows, create service highlights, and innovate service brands on the basis of brands;

4. In the management of goods, the responsibility lies with people, and there are rules to follow, well documented, implemented and supervised;

5. Strengthen the maintenance of member customers.

V. Restaurant, sports management and management planning.

1, strict management system, employment training system, clear job evaluation grade division, enhance employees' sense of competition, improve personal quality and work efficiency;

2. Enhance employees' welfare awareness, strengthen cost control and save expenses. Cultivate employees to form a good habit of saving. Water and electricity, etc. , found waste, stop in time and strictly implement the relevant punishment system;

3. Strengthen coordination among departments;

4. Pay attention to food safety and hygiene, and do a good job in various safety management;

5. Carry out multi-channel publicity and promotion activities, and cooperate with surrounding companies to increase the membership rate.

The annual work plan of the hotel is model essay 202 1. The marketing department is the functional department responsible for handling public relations and sales. It is an important window for the hotel to enhance its reputation and establish a good public image. It plays the role of staff and assistant for the general manager's office, making business decisions and making marketing plans. It plays an important role in promoting the hotel to clear marketing channels, open up markets and improve economic and social benefits.

According to the work function of the marketing department, the work plan of the marketing department 202 1 is formulated, and now I report to you:

First, the establishment of hotel marketing public relations communication network

One of the key tasks is to establish a perfect customer file, classify the guests according to the key customers who sign the bill, the customers who receive the meeting and the customers who have potential for development, record the customer's unit, contact person's name and address, annual consumption amount, discounts given to the unit, etc., and establish and maintain business contacts with important customers such as government agencies, enterprises and institutions, businessmen, celebrities and entrepreneurs. In order to consolidate old customers and develop new customers, in addition to regular and irregular daily sales visits to customers, at the end of the year or major holidays and customers' birthdays, we will send our blessings to customers through telephone, messaging and other platforms. This year, we plan to hold a large-scale customer appreciation liaison meeting at an appropriate time to strengthen emotional communication with customers and listen to their opinions.

Second, blaze new trails and establish a flexible incentive marketing mechanism. Open up the market and win customers

This year, the marketing department will cooperate with the overall new marketing system of the hotel, re-formulate and improve the sales task plan and performance appraisal management implementation rules of Marketing Department 202 1, improve the salary of marketing representatives, and stimulate and mobilize the enthusiasm of marketing personnel. To keep a diary, the marketing representative must complete the second, third and fourth steps of visiting two new customers, three old customers and four contact numbers every working day, and make a comprehensive evaluation of the marketing representative according to the monthly marketing task completion and diary. Supervise marketing representatives to win over group and individual customers through various means, stabilize old customers and develop new customers, and timely understand and collect customers' opinions and suggestions during the visit and feed them back to relevant departments and the general manager's office.

Emphasize team spirit, combine the salary distribution of department managers and marketing representatives with the overall tasks of the whole department, emphasize mutual cooperation and help, and build a harmonious and positive work team.

Third, warm reception, thoughtful and meticulous.

Reception groups, conferences and customers should follow up all the time, provide "all-weather" service, pay attention to service image and appearance, be warm and thoughtful, and provide distinctive and targeted services for all kinds of guests to meet their spiritual and material needs to the maximum extent. Make a questionnaire for conference activities, solicit customers' opinions, understand customers' needs, and adjust the 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, hotels and their corresponding industries, grasp the trend of their operation 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.

Cooperate 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.

Strengthen the relationship with relevant publicity media and other units, make full use of various forms of advertisements to recommend hotels, publicize hotels, strive to improve the visibility of hotels, and strive for the support and cooperation of some public units for hotel work.

In 20021year, under the correct leadership of hotel leaders, the marketing department will strive to complete the annual sales task, blaze new trails, unite and work hard, and create a new image and new realm of the marketing department.