Summary of hotel promotion work

Summary model essay on hotel promotion work

Summary of promotion work is a powerful means for hotel employees to promote themselves in the process of promotion application. The following is a summary of the hotel promotion work I collected for you, hoping to help you. Welcome to read the reference study!

Summary of hotel promotion: model essay 1 I am the assistant manager of the front office. As we all know, the lobby is the information distribution center of the hotel. Is the vanguard of housekeeping sales; The lobby brings together the elites with the best image and temperament and the most outstanding personal ability in the hotel. It is the place that brings the first impression and the last impression to the guests, the image window of the hotel, and the place that is most likely to produce word-of-mouth benefits. Therefore, how to build the core competitiveness of the front office, improve the service level of ordinary customers, and promote the smooth completion of star evaluation is the key work to be carried out in xx years. Today, the theme of my debriefing is "Building a brand and building the core competitiveness of the front desk".

I will start from the following four aspects:

A, elite to build a reservation team, let the guests "idle" down, and shape the brand value.

Reservation is a very important link in room sales, and related work can directly affect the occupancy rate of rooms. Last year, the average occupancy rate of rooms was * *%, and individual guests accounted for * *% of the total occupancy rate, which was the main body of room income. In the individual, door-to-door individual only accounts for less than * *%, and the rest are in a predetermined form. We always make reservations at the front desk. With the continuous improvement of room occupancy rate, there are many work efficiency problems, which affect the quality of service.

After detailed research, the advantages of establishing and building a room reservation team are as follows:

1, saving human resources;

We can further standardize the appointment procedure and make this work deeper and more detailed. For example, booking reply, booking tracking, you can do the service well before the guests speak, so that the guests can really relax;

3. Reduce the pressure on the front desk, so that the front desk staff can concentrate on reception and guest inquiries, which is fast and efficient.

4. Strengthen good communication and docking with the sales department, improve the accuracy of information and reduce guest complaints.

5. Create a good noise-free booking environment, welcome to evaluate the star rating.

6. Put the reservation team in the business center, effectively integrate the workload of employees in the business center, and change the state of "too idle when idle, too busy when busy".

After the reservation is integrated with the business center, the following work will be done: firstly, the job description will be drawn up, then the job list will be drawn up according to the job description, the SOP operation process will be improved, and the appropriate personnel will be selected for centralized training.

Second, refine the front desk skills, let the reception team "stand up" and shape the brand image.

1, hardware transformation stands up.

Due to the design of the front desk, employees have to bow their heads when filling in documents, inputting computer data and inquiring about guest information, which increases the labor intensity for employees. This year, under the guidance of * *, it was decided to add a small reception desk on the countertop inside the front desk to facilitate the operation of employees, solve practical difficulties and enhance the service image.

2, software upgrade stand up

At present, the check-in registration of front desk reception in most high-star hotels is scientific and technological information. If you can scan the guest ID card into the public security system after upgrading and access its basic information into the * * system, you can directly print the check-in registration form, deposit slip and welcome card, reducing manual copying and saving a lot of time in the whole check-in process. We have communicated with the computer room and contacted the engineer to upgrade the software. Even if we can't complete all the transformation according to our vision, even if only half of the problems are solved, it can help employees reduce their workload.

Step 3 streamline procedures and stand up

For the SOP operation process that xx is about to establish and implement, we will combine customer needs and new star standards, use words, pictures, videos and other forms to create the best work plan, formulate service details, work hard on staff training and standardized operation, and establish a service brand.

Third, build professional butler service and brand specialty.

Executive butler has always been the highlight of hotel customer service, but we know that butler service still has a lot of room for improvement. Our executive housekeeper is particularly insecure when serving VIP guests. The main reason is that the administrative housekeeper has no concept of the skills to be mastered. How to help employees improve effectively? We envisage two solutions:

1. Hire professionals to systematically train employees, or send expatriates to participate in professional study;

The housekeeper's service concept is to advocate that all kinds of hotel services should be' meticulous, thoughtful, complete and beautiful, so that guests will never forget'. It is understood that the Royal Gold Butler Service of China World Hotel was formally established at the end of xx and began to be cultivated, aiming at providing value-added services for high-end business guests of the hotel. "Initiative" is the basic consciousness, "meticulous and thoughtful" is the perfect embodiment of service skills, and "perfection" is the constant pursuit of service effect. In their training, the concepts and basic operating standards of hotel operation, management and service are covered. Every professional discipline accepted by Gold Butler pays attention to the combination with practice, and compares it with standards and norms in the form of case analysis. They emphasize "for all guests": establish the business philosophy of "creating comfort and being different"; "All for the guests": practice the service concept of "honest service and harmonious marriage"; "All for the guests": Practice the management concept of "doing small things thoroughly, doing big things well and doing daily details". From standardization, standardization to personalized service, from home away from home, golden key service to royal butler service, we have been making efforts to break through.

2. In-store cross training:

Make a systematic training plan, including Chinese food service, western food service, wine service, room service, concierge service, etc. We have elite soldiers who have experienced provincial skill competitions in every field. They are the most valuable wealth and the most helpful mentor. We plan to select suitable 1-2 people from the team for post change training to ensure the professional system learning.

Fourth, build an all-round first mate team and create a brand effect.

Our current first mate team is actually more enthusiastic and active than other employees, but we always feel that something is missing. Six years ago, I saw such an old porter in the hotel. His service is simple. He greets all guests entering and leaving the hotel and provides detailed and thoughtful information services. Six years have passed, why did a quick glance leave such a deep impression on me? Because I saw many excellent qualities from that colleague: in his eyes, all the people who came in and out of the hotel were guests; His greetings are considerate; His smile comes from his heart and eyes. It is sincere, cordial and infectious, which makes people respect him, appreciate him and be willing to get close to him. I think if our assistant manager and GRO can be more generous and memorable (friendly), then our first mate team will have more highlights!

1, Damon Gang is enthusiastic:

1), you must guarantee 16 hours of on-the-job service, and you can't be absent under any circumstances;

2) Door-to-door service should be based on facial expression, body movements and language expression, and service consciousness and psychological suggestion should be permeated throughout.

2. The elevator post is considerate:

The elevator room on the first floor should be the place with the largest passenger flow in the hotel. In addition to welcoming elevator services, the elevator room of Groding Steel also needs to provide many consulting services. Therefore, if conditions permit, the elevator room must also be serviced by a dedicated person 16 hours.

3, the front desk position to be professional:

Check-out peak is from 07: 00 to 09: 30 every morning, and check-in peak is from 17:00-2 1:30 in the afternoon. During these two periods, our first mate or GRO will follow up the service on the spot, but it is not enough now. If we can systematically and comprehensively learn and master the relevant operation procedures of front desk reception and cashier, we will really wait for the guests to solve the problem.

4. Be sincere when visiting customers:

If all the above services are aimed at building brand image, then customer visits are a good channel to build loyal customer relationships. At present, our in-store visits are mainly by telephone, and we seldom visit our rooms in person. Face-to-face visits can help us understand the habits, preferences and taboos of guests through active contact with them, which is more intuitive and effective for collecting information and opinions from guests. At the same time, it can also convey positive and friendly information to guests and establish benign interaction.

Dear * *, dear colleagues, I have always believed that "individual Excellence is not enough to explain anything, only team Excellence can prove that you are truly outstanding!" As long as all the staff in our front office are United, conscientious, meticulous and persistent, we will be able to continuously refine the core competitiveness of the front office and shape the hotel service brand. I am willing to work with you to create the most competitive front desk in this turbulent era.

Summary of hotel promotion: Fan Wen 2 was hired by the hotel as the director of the general manager's office and the manager of human resources department on May 26th, 20xx, and it has been more than half a year. According to the hotel's work arrangement and some of my own ideas, I have been mainly responsible for the following work in the past five months, and now I report to the hotel decision-making level.

First, strengthen hotel management. This time, it is mainly aimed at the department manager/person in charge, and the specific provisions are as follows

(1) Attendance management regulation: This regulation requires the department manager/person in charge to punch in and out of work every day. In addition to this rest day, the normal examination and approval procedures are required for leave. If you break the rules, you will be punished accordingly. Since the implementation of this regulation, the department manager/person in charge has been on time for work, basically eliminating the phenomenon of being late, leaving early or not playing time cards; Vacation or leave can also be handled according to normal procedures to standardize the management of the hotel.

(2) Meeting management regulations: According to the needs of hotel management, an administrative regular meeting will be held every Monday. At the meeting, the managers/heads of all departments reported last week's work, and put forward this week's work plan and the work to be coordinated. Participants Gfd meet the hotel's specifications and are seated at the designated location. Since the implementation of this regulation, * * * has held 2 1 administrative regular meetings, and everyone else can basically attend the meetings on time except the marketing manager who asked for leave twice and the purchasing manager who asked for leave 1 time. If I have something to attend, I can arrange for the department manager to attend. No absenteeism, late/early leave, no absenteeism for no reason. Participants also reported their work in detail, and the atmosphere of the venue was good, and the hotel's work arrangements could be implemented in time.

(3) Relevant regulations on chief duty: This regulation re-emphasizes the description requirements of chief duty time, chief duty, chief duty record, discipline requirements of chief duty personnel, layout of chief duty room, penalties for violation, etc., so as to encourage the chief duty personnel to perform their duties. Since the implementation, the personnel on duty have basically been able to perform their duties on the job, handling emergencies and guest complaints during the duty period in a timely manner, and there has been no phenomenon of off-duty and non-performance. The description of duty records is also relatively standardized.

(IV) Description of work log: From June 5th, managers/responsible persons of all departments can basically record work logs every day, and submit them to the General Office/Human Resources Department for reading at 10:00 the next day. According to statistics, in recent months, a very small number of people have been punished for failing to submit their work logs, submitting them late or coping with things.

(5) Monthly work summary: Starting from June, managers/responsible persons of all departments can basically submit the work report of last month before the 5th of each month, with detailed contents, including: summarizing the work completed last month, unfinished work and problems to be solved urgently, work plan for next month, opinions or suggestions on the work of their own departments and hotels, personnel dynamics of their own departments, etc.

Second, strengthen the management of staff dormitory.

In order to change the dirty, chaotic and poor situation of hotel staff dormitory and create a clean, orderly and comfortable living and entertainment environment for employees. With the help of other managers, I began to strengthen the management of staff quarters.

(1) Strengthen organization and management: Strengthen the organization and management of staff dormitory. First, clarify the job responsibilities of the logistics administrative supervisor, stimulate the enthusiasm of the logistics supervisor, and give play to the important role of the logistics supervisor; Second, the housekeeper is required to earnestly perform his duties, assess the performance of the housekeeper, and implement a reward and punishment system; The third is to assess the director of the staff dormitory and hand over the daily management to the director of the dormitory, forming a four-level management network of "personnel manager-logistics director-boarder-dormitory director".

(2) Strengthen the management of water and electricity in dormitory: according to different seasons and levels, stipulate the amount of water and electricity used by hotel employees, reward excess water and electricity, and punish those who waste water and electricity. Since the implementation of this regulation, the water and electricity consumption of staff quarters has been greatly reduced. When checking the hygiene of the dormitory every week, we should collect the high-power electrical appliances used by employees and punish the users, so as to prevent the use of high-power electrical appliances in the dormitory and reduce hidden dangers.

Looking back on the past year, with the care and help of leaders and comrades at all levels, I led all the staff of XX Hotel to complete all the management indicators formulated by the head office, which * * * improved the service quality, management level and economic benefits of the hotel. In order to sum up experience, overcome shortcomings and better promote future work, I will now report my thoughts and work this year as follows:

As a cadre in party member, I have been able to actively demand progress in my thoughts for a year. I usually pay attention to strengthening political study, seriously study the party's line, principles and policies, and care about state affairs. Through study and education, my thoughts have been more stable, my political quality and moral level have been greatly improved, I have adhered to the correct position on the issue of right and wrong, and I have always maintained a high degree of consistency with the CPC Central Committee, and I have truly achieved ideological stability, political qualification and firm stance.

In my daily work, I can be conscientious, adhere to principles, be honest, selfless and meticulous. Mainly complete the following work:

1, presided over the formulation and improvement of hotel rules and regulations, established and improved the internal organization system, coordinated the relationship between departments, and established a reasonable and effective internal operation mechanism. In order to gradually integrate the daily operation of the hotel into a planned, guided, tracked and summarized work management system, effectively combine the planned work with emergency work, and establish clear work objectives, all departments are required to establish a planned work system, and plan and implement all the work according to the planned steps through monthly summary and planning. Establish a monthly work report system, and evaluate the heads of various departments through the completion of the work.

2. Formulate the hotel's business plan, development plan and business policy, and formulate business management objectives and guide their implementation. This year, it is basically determined that the club will focus on the operation of ×××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××

3. Strengthen marketing propaganda, improve hotel visibility and expand tourism space. Over the years, I have always attached great importance to the marketing and publicity of hotels. I think a good reception is a good advertisement, and the reputation of customers is our image. Before each important reception and large-scale conference reception, I always personally preside over a special meeting to explain the problems that need attention in each work link and divide the work. Go to the site to check the implementation in person after the meeting. Under my command, the hotel successfully received XXX and other large and medium-sized meetings, and the reception work of the hotel was well received by leaders and guests at all levels.

4. Strengthen daily management and improve service quality and management level. In daily management, I advocate holding meetings to realize the timeliness, pertinence, openness and democracy of enterprise management. In * * years, I personally presided over more than * * times of various office meetings. Among them: manager's office meeting ×××, special work meeting of each department, special work meeting before major reception and major inspection.

5, vigorously strengthen the training work. Training is of great significance for hotels to adapt to changes in the environment, meet the needs of market competition, meet the needs of employees' own development and improve the efficiency of hotels. Training can improve the skills and comprehensive quality of employees, thus improving the quality and efficiency of employees' work, reducing mistakes, reducing costs and improving customer satisfaction; Employees can understand and master their work at a higher level and enhance their work confidence. To this end, the hotel carried out a lot of training work in * * years, requiring all departments to make training plans every month, with a cumulative training time of * * hours. The average training course of each department is * * days/month, and the average training hour per person per month is about * * hours, which is close to the upper-middle level of the excellent enterprise training hour index.

6. Determine the future development goal of the hotel, seize the development opportunity of XX based on XX, and build the hotel into a four-star hotel integrating conference, business and vacation, and build a well-known brand of XX in an all-round way. Earnestly achieve professional management, personalized service and characteristic management, establish four effective management systems of command, execution, supervision and feedback, strive to pursue personalized service based on standardized and standardized services, and win the maximum benefit space.

In daily management, we can be strict with ourselves, respect leaders, unite with comrades, and set an example to abide by various rules and regulations. Party member has an obvious vanguard and exemplary role, actively participates in various activities organized by the unit, and has a strong sense of responsibility and collective honor.

The above is my summary of the situation in the past year. In the future work, I will closely unite around the Party Committee of the hotel, work harder, study harder, further improve my management ability, effectively change my impatience at work, devote myself to all the work with full enthusiasm, learn from all the cadres and employees of the hotel, and create a harmonious and brilliant future!

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