Summary of hotel marketing work

Hotel marketing work summary time passed quickly, a short time passed, and a period of work was over. Looking back on our work during this period, we also found the shortcomings and problems in our work. Let's sort out the past work and write a work summary. What are the characteristics of a good job summary? I have prepared a summary essay on hotel marketing for you, hoping to help you.

Summary of Fan Hotel Marketing Work

The year of 20XX is coming, and the past year was to promote hotels? Safety, operation and service? The three theme years are also ideal years for hotels to achieve their annual revenue and profit targets. 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.

First, scientific decision-making, Qi Xin.

According to the requirements of the center, the hotel general manager team made an annual work plan at the beginning of the year, and put forward the overall work idea to guide all the work. The general manager team of the hotel leads the managers, supervisors and foremen of all departments, unites all employees, and cooperates with Qi Xin to make certain contributions in income generation, profit creation, excellence creation and stability creation, and has made considerable achievements.

By introducing brand management, the hotel strengthens the on-site supervision and quality inspection of managers, gradually improves the window image of the front desk reception department and posts, and continuously improves the quality service level of employees. There have been few accidents in this hotel all year round. Under the care and guidance of the general manager of the hotel, store-level leaders hold feedback meetings of department managers every day to inform the situation and put forward requirements. The security department arranges cadres and employees to work overtime, patrol frequently and strictly prevent and control. With the cooperation of relevant departments, group prevention and control are carried out to ensure that all activities are foolproof and the hotel is safe and stable.

Second, keep pace with the times and improve development.

By organizing various training exchanges for department managers, supervisors, foremen and employees, we can inspire and guide everyone to broaden their horizons, learn from xxx and unite and cooperate. In the process of completing hotel management indicators, management objectives and reception tasks, realize your own value and feel the joy of life. Therefore, the phenomenon of mutual shirking and contempt among department managers is less, replaced by mutual information, mutual complementarity and mutual respect; If there are few people on leave and miss the routine security check twice a month and the quality check once a week, they will take the initiative to attend and check carefully.

Third, brand management, focusing on sales.

The hotel sales department opens the front desk and other positions, decisively adjusts the sales manager, and enhances the sense of post competition and the sense of responsibility for active promotion. On the basis of the original three natural sales channels: agreement company, online booking and door-to-door individual, we have expanded and increased channels such as exhibitions, teams, peers and membership cards. , and set up a special person to be responsible for the channels, and decompose the indicators according to the proportion of customers in each channel to the total hotel customers.

Strengthen the on-site supervision of supervisors. By increasing the platform time for supervisors to go to the front desk, all kinds of difficult problems of guests were solved in time, which played an inspection and supervision role in employee smile service. Strengthen the double inspection of supervisors and foremen. The supervisor and foreman are required to check and sign the household registration book of each shift every day to enhance the sense of responsibility of the supervisor and foreman. The sales department is a relatively concentrated place where guests ask questions, reflect the situation, make suggestions and complain about their dissatisfaction. Match? Guests first, service first? And then what? Make the guests completely satisfied? Our aim, from department manager to supervisor, from foreman to receptionist, is not only to be polite and enthusiastic, but also to resolve conflicts and properly handle complaints from large and small guests.

Fourth, customer feedback is problematic.

After a year's work and the concerted efforts of Qi Xin at all levels, the achievements are the main ones. 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. The management level needs to be improved. Managers' comprehensive qualities such as cultural literacy, professional knowledge, foreign language level and management ability are uneven; Is it feasible to formulate a standardized system in hotels? Management mode? ; ? Rule by man? Individual behaviors such as management and random management occur from time to time in some managers.

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. Day and night, usually on weekends, with or without leaders, it is difficult to achieve the same quality service. The recurring problem is that some employees in some departments or positions are untidy, polite and not active, with poor reception service and inflexible handling. In addition, careless cleaning and untimely equipment maintenance have also affected the overall service quality of the hotel.

By reviewing and summarizing 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. The management objectives, business indicators and work plans for the new year will be formulated to guide the all-round development and concrete implementation of the work of hotels and departments in the future.

Summary of Fan Hotel Marketing Work

In this year's work, we have been looking for a marketing model that meets the hotel's own conditions. However, because we received a large number of meetings, we were busy all year round. Due to the shortage of manpower and limited energy, we have not achieved good marketing results while taking into account the reception of the conference. This is something we regret. It's the end of the year again in a blink of an eye. Now I will summarize the work of the past year as follows:

First, marketing mainly completes the work.

From the beginning of the establishment of the marketing department, hotel leaders have established the completion of conference reception as an important index to evaluate the work of the marketing department. Therefore, the marketing department strives for key breakthroughs and goes all out to ensure the completion of the annual business objectives. The marketing department overcame many difficulties such as shortage of staff, heavy workload, limited meeting space and aging of related facilities and equipment, and successfully completed the business objectives set at the beginning of the year. Apart from the sincere unity and close cooperation of the two members of the marketing department, this achievement can not be achieved without the correct leadership and concern of all hotel leaders and the strong support and help of colleagues in other departments.

Classify and file the original customer data, and visit the dormant agreement customers one by one. Through the visit, I learned that the reasons why customers don't come to spend money are as follows: First, the company moved its office and chose a nearby cooperative hotel; Second, the company changed the person in charge of outreach; Third, subjectively feel that the hotel facilities and equipment are too old and give up cooperation; Fourth, we just signed an agreement on the preferential price of cooperation temporarily, and there was no chance to continue cooperation afterwards. We extend the redemption of points to chess and cards, so that guests who spend in chess and cards for a long time can also get benefits through the redemption of points. Among the eligible guests, select some loyal customers to develop into gold card customers.

Second, the shortcomings of the marketing department in the work

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 improve its reputation and establish a good image. Play the role of staff and assistant in business decision-making and marketing planning. However, it is rather rough to deal with the changes of the whole tourism market because it is not good at capturing market trends, and the channels for obtaining information are single or the market information is not paid enough attention. The disadvantage is that it is impossible to formulate corresponding marketing strategies according to the changes of target market and season.

In the daily work of the marketing department, except in the process of meeting reception, there is little time for face-to-face communication with customers, and there is almost no opportunity to communicate with customers. Or there is such an opportunity that we inadvertently let it go. We can't know what the guests need, and we can't get the intuitive feeling of the guests' consumption in the hotel. Even if there are complaints or suggestions, the guests may not find the object to express. It is difficult to create a home-away and warm consumer experience for guests. This aspect is exactly what we ignore in our daily work.

Although the marketing department has made great progress in the reception capacity of travel agency teams and conference teams compared with the past, it is not strong enough in general, and there should be more room for improvement. We should spare no effort to develop new customers and find emerging consumer markets. Obviously, the energy invested by the marketing department in this respect is not enough.

Three. Future work plan

We have advantages that most hotels don't have, that is, good location advantage and convenient traffic conditions. We will use all possible tools to increase the visibility of the hotel. Strive to substantially increase the individual occupancy rate throughout the year. According to different festivals and seasons, the corresponding marketing plan is formulated, and the combined sales of hotel rooms, chess and cards and restaurants are carried out by comprehensively using price, product and channel strategies. Only by keeping the hotel in an active position in the competition can we attract customers to the maximum extent, thus ensuring the completion of the hotel's business objectives. Establishing a good communication mechanism is the guarantee for effectively implementing the marketing plan and serving customers perfectly. Therefore, the marketing department will, as always, actively communicate and cooperate with various departments. Face customers as a whole, give full play to the overall marketing vitality of the hotel and create benefits.

In the new year, we will continue to explore and learn. We hope to have another busy and fulfilling year, but when we come back to sum up next year, I hope there are no regrets. We don't expect perfection, but we hope that in the new year, all the work of the marketing department will have good performance, breakthrough and innovation. I always believed that? Heaven rewards diligence? If you pay, there will be fruitful results waiting for you.

Summary of hotel marketing work

The year's work is coming to an end. This is a good year. In this year, the work and performance of our hotel have greatly increased compared with the same period last year. Therefore, in the new year, we must strive to innovate, continue to make greater efforts on the basis of this year, and strive for better performance! By reviewing the work of the hotel throughout the year, the current work is summarized as follows.

First, on the premise of quality, do a good job in guest rooms.

Guarantee the basic products of the hotel? Guest room? High quality and stability. According to the requirements of the hotel, the housekeeping department has established a morning meeting system for long-term packages and individual teams, arranged the work of the day, standardized the gfd of each employee, made all employees think alike, and ensured that all the work can be put in place. Summarize last week's work at the team weekly meeting, arrange and form words for next week's work, and integrate the contents of hotel-related documents into it, which fully reflects? Rigorous, meticulous and practical? Work style.

In addition to setting up full-time personnel in charge of safety in the department, safety knowledge training has been developed into a system that runs through the whole year, reflecting different levels and contents. From the hotel's corresponding preventive measures and emergency treatment methods to the inspection requirements of various electrical appliances. , from the beginning. Make clear the person in charge of safety in each area and stick it on the wall in the form of words, emphasizing? Who's in charge? Who's in charge? Working together? The working principle of. Carefully observe and inspect hotel guests, visitors and passers-by to ensure that there are no omissions.

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

The original decomposition index of the marketing department depends on people and lacks scientific basis. It is difficult for the hotel to complete the business indicators on schedule. In view of the situation that the market research is not in place, the positioning is unreasonable, and the channel division is not in place, the general manager team passed the research after adjusting the department managers. Sales plan? . Among them, on the basis of the original three natural sales channels, such as agreement company, online booking and door-to-door individual, we have expanded and increased channels such as exhibitions, teams, peers and membership cards, and set up special personnel to take charge of the channels, and break down the indicators according to the proportion of the tourists of each channel to the total tourists of the hotel. In this way, first, the channel division is scientific; second, the decomposition index is reasonable; third, it can stimulate everyone's sense of responsibility and initiative in promotion; fourth, it can gradually reduce staff and increase efficiency; fifth, it can obviously promote the promotion of sales performance.

According to the hotel's marketing strategy, it is positioned as a business-oriented characteristic hotel, which mainly receives business guests and individual guests of the agreement company, supplemented by online booking and exhibition teams. The general manager team refers to peer hotels? Room elevator? Some successful experiences have made a certain percentage of commission reward to the receptionist of the marketing department after selling the house at a price higher than the agreed company price. This room reward policy has greatly mobilized the enthusiasm and service attitude of the reception staff.

Third, take reform as the driving force and do a good job in catering.

Under certain expense and gross profit rate standards, if the income target is overfulfilled or unfinished, the corresponding proportion of total wages will be deducted according to the proportion of completed or unfinished. This performance-oriented approach, on the one hand, brings invisible pressure to the managers, waiters, chefs and other personnel in the restaurant kitchen, and brings some negative effects, such as lack of ideological work or improper management; On the other hand, let everyone turn pressure into motivation, promote restaurants and kitchens to do business promotion consciously and actively, and create more benefits. For example, restaurants open summer night markets, increase breakfast varieties and so on.

In addition to the reform of distribution policy, the employment mechanism is also more flexible. Managers can go up and down, employees can go in and out, and they compete for posts according to their work performance. These are conducive to the smooth implementation of government decrees in hotels and departments and are prohibited. Of course, if the main managers are poor in quality or management, there will naturally be some bad consequences. But on the whole, restaurants put supervisors with excellent performance and ability into responsible positions, promote hard-working employees to foreman, and discourage incompetent supervisors, foreman and employees, which more or less promotes the development of restaurant work and provides a guarantee for management mechanism to achieve revenue goals.

In the new year, we must have a new atmosphere. We can't stand still. We must blaze new trails and make our hotel bigger and stronger. There's nothing better. Take the excellent hotels in the same industry as a reference, strive to catch up and realize the improvement of hotel performance!