How to improve the overall image of the hotel, that is, how to establish the position of the hotel in the eyes of customers.

Including: the overall hotel environment layout, staff quality, product quality, the establishment of marketing mechanism, external publicity strategy. 1. Environmental factors

Hotel environmental elements include external environment and internal environment. The external environment is the first feeling. Clean roads, bright doors and windows, beautiful green environment, perfect drainage and sewage system, standardized signs, convenient service facilities, reasonable peripheral lighting, and professional operation and service etiquette of peripheral staff are the comprehensive elements that constitute the overall external environment of the hotel. The internal environment is all the environmental elements in the floors of various departments of the hotel, including business premises, office premises and production sites: the business premises are clean and tidy, the items and facilities are placed reasonably and uniformly, the staff gfd is neat and generous, well-trained and courteous, the service skills are professional and standardized, all kinds of items are clean and hygienic (including usable and self-use items), and appropriate work clothes are in harmony with the internal environment of the hotel; Background music is attached to the overall environment. Warm welcome atmosphere, energetic staff, reasonable arrangement of staff positions, standardized welcome etiquette. Providing timely service to customers is an important part of the internal environment of business premises. Office space is also a window for the hotel. Clean and tidy office space will bring a sense of honesty and reliability to visiting customers, which can better reflect the attitude and work style of hotel managers. The internal environment of the production department is the focus of hotel management. It is necessary to combine the current scientific management mode to make the production workplace: the ground is clean and free of oil stains and water stains, the workbench is bright, all kinds of utensils are placed reasonably, the hygiene work is strict, the operation is standardized, the positions of each type of work are clear, the division of labor is meticulous, the gfd requirements for personnel at the production site are up to standard, attention is paid to the professional ethics education of employees, and the production process is strictly arranged. 2.

Quality elements of employees

Hotels should set appropriate minimum standards for staff quality for all departments, that is, only those who meet the minimum standards can formally become hotel employees, including the following points: the staff's own cultural level, words and deeds; Communication skills and service ethics standards that should be possessed when serving customers; Get along with colleagues, get along with superiors and subordinates, and communicate and cooperate with various departments, superiors and subordinates, colleagues, etc. At work, these are the concrete manifestations of the quality of employees. In terms of service, it is necessary to maintain good communication with guests and provide sincere service. The overall image of the hotel not only refers to the service staff, but also includes security guards, cleaners and other staff who are not directly involved in serving the guests. The staff of these departments should have professional service standards and etiquette as those who directly participate in the service when receiving guests or providing services for guests. The professional ethics of the employees in the production department are mainly manifested in whether the production process of each dish is rigorous, not wasting hotel production materials, whether the production process is hygienic and whether the quality is improved. 3. Quality factors

Hotels provide services and food, so quality factors include two aspects, namely service quality and product quality. The personal quality, work attitude, skill proficiency and service years of employees included in the service quality will affect the service quality. More importantly, whether employees' loyalty to the hotel is unified will affect the service quality to varying degrees. In addition, whether the hotel's hardware equipment (here refers to all the service facilities provided for the service) is suitable for the service provided by the hotel, and the hardware facilities, like the layout and decoration inside the hotel, are the first element of the whole visual sense and will add icing on the cake to the service. Therefore, to improve the service quality, it is necessary to have good service personnel and corresponding facilities, plus scientific and perfect management. If these main factors are kept well, the overall service of the hotel will have a new breakthrough. Secondly, product quality is the main economic source of hotel catering sales, which should be strictly supervised and scientifically managed. 4.

Marketing mechanism and publicity

According to the overall operating conditions of hotels, it is imperative to establish a reasonable and effective marketing mechanism. The last quarter of this year will be the golden cycle of the hotel service industry. We should seize the opportunity and do a good job in marketing publicity. The shortcomings of the current marketing system should be corrected in time, and new marketing talents should be recruited to open up new business scope, so that the hotel will have new vitality. In terms of publicity inside and outside the hotel, it is necessary to plan rationally, further accurately locate the overall image of the hotel, establish the brand of the hotel, and make the positioning simple and clear.

We have good hardware facilities and beautiful environment. The external environment, including convenient traffic routes and sufficient parking spaces, the social popularity won by years of operation in Minhang area and the loyal customers trained for many years are all good foundations for hotel marketing and publicity. But compared with the famous hotels in Shanghai, we can only form a certain publicity effect on a small scale. This is what high-end hotels lack. Therefore, it is necessary to strengthen the arrangement and rectification of several key links such as hotel marketing, service and products, and initially form a marketing mechanism with hotel characteristics, a more professional service system and first-class products that customers can praise. Only in this way can it be consistent with the overall internal and external environment and hardware equipment of the hotel, and strengthening external publicity after the initial system is formed is the icing on the cake. summary

To sum up, the hotel should strengthen the implementation of the above four elements and formulate a reasonable implementation plan, which will further enhance the influence of the hotel in customers and the whole surrounding area. At the same time, the cooperation of all departments, effective communication, high standard requirements, effective execution ability and scientific management methods will further strengthen the overall competitiveness of the hotel. 6.

Based on the above discussion, the Front Office of the Food and Beverage Department should complete the following tasks in this quarter:

Strengthen training and set service standards. The current service can only be regarded as a popular service, and it does not allow customers to experience distinguished enjoyment. Therefore, different service standards should be formulated according to different consumption levels, such as luxury VIP rooms. Our current service is only to send excellent service personnel to provide services for guests, and there is no corresponding service process in specific operation links, which does not reflect high-standard service requirements. As a high-end consumption place, we hope that our guests will enjoy the service process and add delicious food, so that the service will be remembered and widely publicized, which is also one of the important factors to build a hotel service brand. For example, in the service of luxury VIP room, the staff are required to master the service skills skillfully, followed by a manager, pouring wine on all trays, strictly controlling the speed and order of serving, and providing food delivery service. The requirements of making dishes should be strict with the quality of products in terms of shape, taste and practice, and observe the eating habits and personal hobbies of VIPs. In dish service, service personnel should know the basic cooking skills and eating methods of dishes. There should be strict regulations on the position of service personnel standing in the service area, and they should be more professional in service form, action, language and expression. ?

Strengthen the management and maintenance of internal environmental sanitation. According to the existing health standards, further follow up the rectification of environmental sanitation in each region, clarify the health responsibility areas in each region, implement the management of special personnel, and implement the regional health responsibility investigation system. Strictly implement the storage regulations of all kinds of articles in the dining area and cultivate employees' self-discipline awareness. When doing health check-up, we should treat it strictly, and if there is any problem, the parties must solve it on the spot. For some areas that need greening and beautification, an application should be made to increase greening and decoration. According to the sanitary and maintenance measures of hotel tableware, the consumption of each floor and room is reasonably distributed, and the managers are rewarded and punished for the floors or areas where the consumption exceeds the standard, not just the fault of the grassroots employees. Articles in the room should be basically unified to avoid dirt, disorder, damage, personal items and irregular placement. ?

Strengthen the implementation of gfd, courtesy, discipline and physical norms for all employees in the front office. At present, the overall situation of the front desk is not ideal. Therefore, managers must lead their subordinates to strictly implement it within a certain period of time from top to bottom in order to reverse the current situation. ?

Strengthen the introduction of talents and formulate relevant measures to reduce brain drain. Personnel recruitment is a long-term work in the hotel service industry, and how to retain outstanding employees is the focus of personnel work. Therefore, it is necessary to strengthen the horizontal communication and vertical communication of employees at all levels, purify employees' thoughts, reduce negative effects, enhance employees' work enthusiasm, strengthen the cultivation of team consciousness, organize some collective activities after work, enrich employees' spare time and enhance overall cohesion. Where employees can be helped in life, department heads should guide their subordinates to form excellent groups and help each other. Necessary early consultation should be provided for new employees to reduce the pressure from the new environment. Help them adapt to the hotel management model. External recruitment is a long-term job. In addition to the normal recruitment methods, all internal employees should be encouraged to introduce friends and colleagues who are willing to engage in service work, and if possible, they can be recruited from other places. ?

Supervise service quality and product quality. The improvement of service quality is not only to strengthen training, but also to follow up and give full play to the leading role of key employees. In the production, the food delivery department should improve its work efficiency, prohibit stealing vegetables and destroying the appearance quality of dishes, make the speed and time of food delivery in each private room reasonable, and manage the food delivery department more strictly, so as to ensure that the speed of food delivery will not directly affect customers' dining mood, which will lead customers to complain because of poor service. ?