How to write a personal work plan for hotel management in 2021

How to write a personal work plan for hotel management in 2021?

The front office is responsible for attracting and receiving guests, promoting hotel services such as guest rooms and catering, and at the same time providing guests with various comprehensive The functional department of service is the business window of the hotel and an important window that reflects the overall service quality of the hotel; it is the place where guests leave the first and last impression; it has a certain economic role; it has a coordinating role; it is the key to establishing good guest relations. important department of relationships. Develop the following work plan for the functions of the front office:

1. Formation of the personnel team

During the preparation period of the hotel, in addition to the preparation of hardware, the most important thing is the formation of the personnel team. The organizational structure and capacity of the front office will affect the hotel's cost level, so it should be based on reality, the organization should be streamlined, and the division of labor should be clear. It is necessary to implement survival of the fittest, provide knowledge training on job skills to outstanding employees, and adopt on-site training as the main method, regular evaluation and testing, and provide specific guidance and education, so as to continuously improve employees' business skills and ensure that all front office employees can meet the requirements. Hotel employment standards.

2. Pay attention to training

As the front office of the hotel, every employee must directly face the guests. The attitude and service quality of the employees reflect the service level of the hotel. and management level, so employee training is a top priority, and a detailed training plan needs to be developed for the front office department. Only with good service skills and proficient business knowledge can we provide high-quality, efficient and fast services. Only when employees are well trained can they have the ability to provide quality services to guests.

3. Strengthen employees’ sales awareness and skills

Front office employees, especially front desk employees, must master the art and skills of front office sales. Grasp the characteristics of customers, conduct targeted sales according to their different requirements, and recommend the most suitable products to the customers who need them most, so as to achieve twice the result with half the effort. While striving to increase occupancy rates, we strive to maximize profits.

IV. Increase revenue and reduce expenditure, increase revenue and reduce expenditure

In order to protect the environment and follow the path of sustainable development, "increasing revenue and reducing expenditure, increasing revenue and reducing expenditure" is the unwavering pursuit of every hotel. The front office department Employees should also actively respond to low-carbon operations, control costs, and carry out conservation and expenditure-saving activities, which can not only cater to customers' green needs, but also create economic benefits for the hotel, which can be said to kill two birds with one stone. You can start from every little thing in your daily life, such as turning off the faucet, turning off unnecessary power switches, reusing the reverse side of A4 paper that has been used on one side, etc.

5. Pay attention to and adopt guests’ opinions and advocate personalized services

Frequently consult guests’ opinions and pay attention to their complaints. Customer opinions are an important channel for obtaining quality information and an important material for improving business management. Listen to and solicit opinions from guests extensively, reflect and report to superiors in a timely manner, and adopt a positive attitude to handle them appropriately. In order to achieve customer satisfaction with our services. Advocate personalized service to attract guests' attention, improve customer satisfaction and strive for more repeat customers.

6. Pay attention to coordination with various departments

The hotel is like a big family. The front office is the nerve center department of the entire hotel. It is closely related to catering, sales, guest rooms and so on. We have close working relationships with other departments. If a problem arises, we must proactively coordinate with the relevant departments to solve the problem to avoid the deterioration of the matter, because everyone’s goal is for the hotel. Failure to solve and deal with it will result in serious consequences. The hotel has a certain negative impact. Therefore, working relationships, information communication, and unity and cooperation between departments are particularly important.

Part 2: How to write a personal work plan for hotel management in 2021

1. Hotel fire safety.

(1) Do a good job in daily fire protection work, conduct fire safety inspections in a planned and step-by-step manner, establish fire safety files and record the results of each inspection in a book, and eliminate problems in a timely manner if found.

(2) Hotel security guards are firefighters, and each team member must: understand the basic measures to prevent fires, understand the basic methods of putting out fires; be able to call the police, use fire-fighting equipment, and be able to put out fires in the first place. In case of fire, evacuation will be organized.

(3) Carry out fire protection knowledge training, improve fire safety awareness, and conduct practical fire drills so that each team member can master the basic skills of fire extinguishing.

(4) Let every team member know how to check whether the fire protection facilities and equipment are sound, and stop any illegal destruction of fire protection facilities and equipment such as illegal occupation of fire escapes, unauthorized demolition, misappropriation, and encirclement of fire protection facilities.

2. Hotel theft prevention.

According to the actual situation of my hotel, I mainly do the following aspects:

1. Inspection of hotel employees, check the items brought by employees according to the requirements of the employee manual. Register items brought into the hotel by employees.

2. Inspection of vehicles. Strict inspection of items on vehicles entering the basement. All items belonging to the hotel must be signed and approved by relevant personnel before they can be released.

3. Monitoring the entry and exit of valuables in hotel public places, such as people entering and exiting from the lobby entrance, Chinese restaurant entrance and Western restaurant back door.

3. Hotel vandalism prevention.

1. The safety of public places in the hotel must be strictly verified, and beware of idlers from entering the hotel and prevent employees and guests from bringing dangerous items into the hotel without authorization; pay attention to the people entering and exiting, and do not allow outsiders to damage flowers and plants. Allow outsiders to stay in the main entrance square for a long time, and hotel employees are not allowed to stay in the front door parking lot; pay attention to tracking and questioning people without clear targets, take timely measures when suspicious situations are found, and pay close attention to people entering and leaving the hotel after zero o'clock;

2. For vehicle safety, strictly implement the public security management system and do a good job in vehicle entry and exit registration, inspection and other security prevention work.

3. For the personal safety of hotel employees and guests, quickly and properly handle all types of disputes between guests and guests, and between guests and hotel employees, and investigate some simple cases and write investigation reports . Major cases must be reported immediately, protect the scene, report the case to the police, and assist the police in their investigations.

The current team situation and work difficulty;

1. The laziness of the team members and their inability to withstand pressure.

2. The labor shortage in the outside world has made our members have a serious tendency to change jobs.

3. Outdated clothing and confusing matching cannot reflect the fashion elements of the hotel.

4. The basic equipment is basically in a state of non-availability.

5. The lack and loss of personnel make it difficult to carry out work.

6. Leaders are asked to pay attention to the construction of the security team.

Part 3: How to write a personal work plan for hotel management in 2021

1. Increase cost control and establish a cost quality control analysis system.

By analyzing and comparing various indicators of operating expenses in XX, we believe that cost control should be more detailed in terms of increasing revenue and reducing expenditure. This year, our department will establish a cost analysis and control system, requiring each team and group to register the usage of relevant cost indicators and conduct comparative analysis of effects. For example, the consumption of disposable items in a room averages more than x yuan per month. The daily consumption cost of disposable items in each room is x yuan, accounting for approximately x yuan of the room cost. Starting from June, we require the floor to strengthen the control over the consumption of disposable items, conduct monthly comparative analysis of the consumption of disposable items, check for omissions, and reduce consumption costs. The pa carpet team and laundry room are responsible for cleaning the entire store's carpets, linens, and uniforms respectively. Professional cleaning chemicals are relatively expensive in the market. We require the team to compare the cleaning effects in terms of controlling the dosage of chemicals. Use different detergents for different linens. Conduct monthly analysis to reduce pharmaceutical costs.

In XX, the maintenance expenses of our department amounted to xx million yuan, accounting for xx of the annual operating expenses.

This year, while ensuring the normal use of guest room equipment and facilities, our department will strictly control maintenance costs. The supervisor or foreman will confirm the parts that need to be replaced, register the usage of the replaced parts, and summarize the maintenance orders every month for verification with the engineering department and provide feedback. Quality results and reduced maintenance costs.

2. Detail the responsibilities and implement the foreman responsibility system.

This year, we will strengthen department management. Each foreman will be fully responsible for the people, finances, materials, work efficiency, property, equipment and facility maintenance, customer compensation matters review and other work in the area under his jurisdiction, and will be on-site to supervise , Reduce the complaint rate, and the foreman in charge shall bear joint and several liability for service quality problems in the area under his jurisdiction, which will serve as a reference for monthly work quality assessment.

3. Stimulate employees’ work enthusiasm and pilot an employee work reward mechanism.

This year, our department will try a new reward mechanism when assessing the quality of employees' work. On the basis of good basic assessment items such as work discipline, work attitude, obedience, and service standards, we will establish " Work Efficiency Award - refers to work that is accurate, fast, and basically free of complaints. "Hygiene Quality Award - refers to normal room equipment and facilities, cleanliness, beautiful beds, and correct equipment." "Unity and Obedience Award - refers to obeying the work arrangements of superiors. , Unite and be friendly with colleagues”, “Comprehensive Award – refers to outstanding performance in work efficiency, work quality, unity and obedience, and basically no complaints.” These individual awards are used to replace the previous comprehensive assessment method, and appreciation is used to stimulate employees' work enthusiasm. The occupancy rate is the main indicator of the room department's revenue assessment.

After preliminary calculations, in XX, the average sales cost of each room in our department without depreciation was xx yuan, the average house price was xxx yuan, and the gross profit from selling a house was xx yuan. Through comparative analysis, we initially envisioned a trial sales incentive mechanism for the main station. Based on the planned occupancy rate in the monthly operating indicators, combined with the average house price, the reward amount for the front desk reception team is calculated as a percentage of the increased operating income, so as to increase the proactive sales awareness of front desk employees and mobilize employees' enthusiasm for selling houses.

4. Do a good job in collecting information about frequent customers and providing service visits.

For hotel regulars and big customers, we will pay more attention to them and gradually establish a return visit system. Frequent guests and long-term guests can be given larger discounts on room prices and use preferential measures to retain them. Old customers.