Summary of hotel work: summary of room check-in and management.

In the first half of the year, under the correct leadership of the * * * Party Committee, the company focused on developing business and improving the service quality of enterprises around the work ideas and objectives put forward at the beginning of the year, and paid close attention to management. With the joint efforts of all staff, the turnover of * * in June-June has reached * billion yuan, up *% year-on-year; Housing rate *%, up 1 *% year-on-year; The average house price was * yuan, up *% year-on-year. And created a certain popularity among peers, and achieved good economic and social benefits. First, strengthen education and training to improve the quality of employees. After more than a year's operation, * * Building has basically entered a mature development path. In order to make better efforts to build a service brand and further establish? Everything is customer-centered? The service concept of. In the first half of the year, the company took civilized and standardized activities as a breakthrough. What is the theme of Yongyuan Hotel? 、? Quality is the life of hotel products? To cut off the entrance. Please come in and go out? Methods: Pay close attention to the training and education of construction staff, strengthen the quality of staff and continuously improve the service level. 1. By adopting centralized training, special training and individual guidance training, employees' hotel awareness has been greatly improved, service concept has been further deepened, and smiling with voices has become employees' conscious action. What is personalized service? From sensibility to rationality, with the understanding of image, the whole building has taken shape. All work is to satisfy the guests? The atmosphere is good. Thus, the pre-job training, departmental training and team training of employees have been comprehensively combed and improved from theory to practice. Over the past six months, the number of employees trained in the building has reached * *. 2. Step up the training of cadres above department manager in batches, and conduct 10-20 days closed training to learn the professional knowledge of modern hotel management. Through systematic training and education, the knowledge connotation of managers has been greatly expanded, business skills and management awareness have been enhanced, and management quality has been further improved. 3, in order to promote the reasonable throttling of labor resources, strengthen the cooperation and cooperation between posts, focus on cultivating generalists, in order to effectively deal with and solve the emergency caused by the possible shortage of temporary staff in specific posts, so as to be prepared. We require relevant departments to try a multi-functional staggered training and establish corresponding training records. So far, we have gained something from this work. For example, in the first half of the year, there was a large turnover of personnel in PA Group, but due to the training work ahead, we successfully passed the temporary difficulties and did not affect the normal development of service work. 4. Will. First question, responsibility system? Execute it. According to their actual situation, each department has compiled some by itself? Should know. Should? Understand the information and train employees in time. Try to solve all the questions raised by the guests, answer any questions and put an end to prevarication. At the same time, through the training morning meeting of each post every day, we will inform the hotel of the name of the meeting to be held that day, important rooms and other information, so that guests can get an answer when they enter the store and ask any employee. With more and more foreign guests staying in the building, we have to have excellent business reception level. To this end, in addition to regular foreign registration training, we also actively encourage employees to learn foreign languages by themselves. And the reception of daily expressions at the front desk and the collection of hotel profiles are used for training, and the employees with strong oral skills are responsible for it? Teach, help and lead? Regularly organize employees of relevant departments to exchange and pair English learning, and incorporate foreign language training into the monthly assessment mechanism. Through mutual communication and mutual help among employees, they not only improved their foreign language level, but also reflected? Demonstration post of female civilization? Spirit of solidarity and mutual assistance. In the first half of this year, the building received a total of * * * overseas tourists, a year-on-year increase of * *%. Among them, * * foreign guests, an increase of * *%; * * Overseas Chinese in Hong Kong and Macao, up * *% year-on-year; The number of Taiwan compatriots increased by * *% year-on-year, and it is also in the forefront of hotels of the same size. Therefore, during the West Expo in * month, the building will hold an oral English knowledge contest to welcome the West Expo, so as to stimulate employees' enthusiasm for studying work skills and loving their work. 6. In order to ensure the pertinence of the training, we carried out daily and uninterrupted comprehensive quality inspection. And establish and implement a three-level inspection system for departments, supervisors and foremen, standardize inspection contents, and promote all services in place. At the same time, the manager on duty supervises the hygiene of public * * * area and the manners and manners of employees every day, and the general manager's office leads the managers of all departments to conduct spot checks irregularly. Through quality inspection and timely and appropriate education, the training work is not limited to the classroom, and it is more practical and targeted. 7, according to the actual situation of the building, combined with the fire, etc., the implementation of building, department, team three-level safety training and education. The number of people who participated in the training and assessment reached 8 1, accounting for more than 90% of the total number of people in the building, so that employees really mastered the fire safety work? Three understandings and three sessions? And the disposal method of emergency plan. It has played a positive role in improving the management level of enterprises and the overall quality of the team. 8. While doing business training, pay attention to strengthening employees' professional awareness and improving professional ethics and quality. Let employees understand that providing warm, civilized, meticulous and thoughtful service to guests is not only a professional ethics requirement, but also our obligation; Understand? Everything is customer-centered? Service concept; Understand that it is necessary to touch every guest with enthusiasm and integrity in order to win the full understanding and respect of the guests. Statistics as of * days: * * rooms were sold in * * building, accounting for * *%, of which * * rooms were individual customers, accounting for * * *%; * * between teams, accounting for *%; The average house price is RMB *, and * * receives * * domestic and foreign guests, including * * domestic guests and * * foreign guests. Second, strengthen marketing, constantly adjust the structure of customers for a long time, and the company earnestly does a balanced movement between economic growth and sustainable development of business sales; Do a good job in balancing house prices and adjusting the structure of tourist sources, devote ourselves to the development of new tourist sources, and maintain the stability and expansion of tourist sources. And do a good job in the following aspects: 1, reasonable booking in peak season, maximizing sales. In the first half of the year, before the arrival of the Spring Festival and the May Day holiday, the adjustment range of the hotel's peak season house price was grasped in time, and compared with the occupancy rate of the property during the long holidays over the years, and the peak season house price of the property was formulated this year. With the joint efforts of all departments, actively contacting customers and controlling rooms by daily forecasting can not only satisfy the reservation center, but also make the appointed guests and individual guests check in in time in a reasonable and effective proportion. Avoid the sudden increase in the number of tourists in the peak season and affect the quality of service. During the long vacation and peak season, the building has maintained a high occupancy rate, and major customers are also very satisfied with the booking work of the building. 2. Organize the customer history files of the agreement unit and renew the agreement after price adjustment. This year, the property has adjusted the price of the agreed apartment for the third time since its opening. Although this adjustment will not have a significant impact on the sales performance in the peak season, it will have a greater impact on the agreed units with an occupancy rate of more than * in the off-season. If the price of the agreed unit is not adjusted, it will increase the operating burden of the building. To this end, we first sort out and classify the agreed units that spent in this building in * * through the guest history files. After negotiation and confirmation, after the agreement is signed, more than 400 units that did not stay at last will be deleted from the microcomputer information base, making the information in the microcomputer information base more accurate and effective. And spend a lot of money? Contact and communicate with the agreement units that are more than a few nights late, and actively provide comparative information on prices and services of similar hotels. Although some guests complained at first, through our efforts, we finally won the understanding of big customers and successfully renewed the agreement. Create a long-term boutique customer base for the building. After the trial operation of the price policy for a period of time, the hotel occupancy rate has not decreased, but the average house price has obviously improved compared with the original average house price. In particular, the old agreement units such as * * have increased by more than * over the same period last year. At the same time, it indirectly changed the structure of some hotel guests, expanded the hotel's stable tourist sources, and laid a solid foundation for the next hotel upgrade. 3. Adjust thinking and increase marketing efforts. In the first half of the year, based on the investigation and analysis of customers, we found that the building has always locked its key customer base in the * * area, but it has not really expanded its marketing work to the * * area. In order to strengthen the marketing work, we adjusted the thinking of marketing customers, extended our reach to the * * area, and stepped on it specially. By promoting ourselves in the above three areas for many times, we have signed more than 300 new units, so that the building always maintains a high occupancy rate. At the same time, it has expanded the influence of real estate in different places and accumulated experience in selling in different places. 4. Do a good job in meeting sales tracking service. In the first half of the year, the building * * * received meetings of the conference group * and followed many meetings, including the two biggest meetings since its opening? * * Fair and * * Clothing Fair. In order to coordinate the reception work and ensure a good job? Full security? In the two core service links, the building security guards strengthened patrol and monitoring, and the well-trained front desk, guest room and conference reception staff provided meticulous service, which made the conference a complete success and won unanimous praise from customers, laying a foundation for the building to receive similar large-scale conferences in the future. 5, the implementation of the agreement unit return visit system. According to the ranking of monthly sales report, the building designed a customer return visit form and selected the agreement unit for return visit. Through the return visit, we have narrowed the emotional distance with customers and effectively promoted the promotion of sales performance. According to statistics, more than * * rooms were occupied in the first half of the year? Late agreement units reached more than * *, and some old agreement units even exceeded the accumulated occupancy last year? It's too late. Such as * * and other units. 6. Do a good job in individual customer sales. During the Spring Festival, due to abnormal weather factors, the first three days in Spring Festival travel rush were not as good as expected, and there was an obvious decline. To this end, we organized it in time? How to sell individual customers? The seminar will seriously sum up the experience and lessons, and actively guide the front desk staff how to guide guests when selling rooms. As a result of improving the concept awareness and attaching importance to the art of promotion, the occupancy rate of individual travelers in the later period has greatly increased. In the first half of the year alone, the operating income of the two major festivals (Spring Festival and May Day) reached * * yuan, up * *% compared with last year, and the average house price was * * yuan, up * *% compared with last year. It can be seen that in addition to objective factors, the subjective initiative of employees is also an important factor. Practice has proved that with the intensification of market competition, guests have more room to choose hotels. Should hotels be improved? Marketing competitiveness? First of all, we should innovate ideas, adjust business strategies and policies in time, optimize the design of our own products, make the strategy innovative and changeable, and constantly bring forth the new flexibly according to different seasons, so as to keep the room occupancy rate at a high level under the severe situation. 3. Refine service measures to improve customer satisfaction. Service quality is directly related to the reputation and economic benefits of the building. To this end, we propose that the service work should develop in the direction of refinement and optimization, constantly strengthen the sense of service, and further improve the satisfaction of guests. 1. In order to continuously improve employees' business skills and comprehensive service level, enhance business communication among employees, and form a good atmosphere of comparison, learning, catching up and helping. In the first half of this year, we launched? Practice internal strength and build a brand? The theme of young workers' technology? Chinese-style bed wrapping? All the contestants use their spare time to train and exchange ideas with each other. Through the competition, all departments have formed the understanding that good service attitude and excellent business skills are the fundamental guarantee to win customers and improve the economic and social benefits of the building. Only by constantly improving the comprehensive quality of all employees, so that every employee's behavior can be consciously combined with the interests of the hotel, can the hotel be guaranteed to be invincible in the fierce market competition forever. 2. In order to better guide the service personnel, correctly establish the hotel consciousness and service concept, and take the satisfaction of the guests as our working standard. We start with establishing the image of the window and improve the level of business reception. For example, the front desk staff use it? Work is in my hands and service is in my heart? For the purpose; Greet and receive every guest with a unique sweet smile; With what? First question, responsibility system? , to solve all the problems raised by the guests; With what? Care, love, rest assured, careful and sincere? Excellent service, won? Repeat customers? . Show a new industry trend of striving for perfection, loving their jobs and dedication, and give full play to it? Hangzhou Women's Civilization Demonstration Post? The protagonist. Is the security guard at Damengang in daily service? Are you insisting? They start from scratch in their posts, providing audio services and smiling services. Throughout the year, regardless of the cold winter and the hot summer, we endure the wind and rain and the hot sun, and always serve at the forefront. Evacuate traffic jams every day, volunteer to direct traffic, give directions and push carts (push mopeds, bicycles, etc. for off-duty comrades). ), call a taxi, stop the car, cover the sun visor, carry the suitcase, provide a gas station, hold an umbrella for the guests when it rains, help the guests and the elderly with inconvenient legs and feet, make the guests moved and warm. In the first half of the year, the past posts were recommended to participate? Hangzhou Youth Civilization Demonstration Post? Selection activities. Especially in * month, the work of building a national civilized city in our city entered a critical moment, just like the sprint stage of the 100-meter race. In order to further cooperate with the municipal government's activities of striving for excellence, we actively carry out construction among all employees in accordance with the requirements of the Municipal Civilization Committee and * * Company? You and I join hands to add points to * * * creative activities? Activities, and the use of team meetings and window billboards, posters and other forms in the building departments widely publicized, so that everyone knows. Instantly? Start with yourself, start with the little things around you? , become the concerted action of employees; Improve our service, do our sacred duty well, and become the unified goal of employees; Everyone is our client? Happy, satisfied? Everyone strives to create a bright future. In order to promote the development of personalized service, all departments use the morning meeting time to communicate with each other? What have I done for my guests, and what have I gained and experienced? And other business skills, so that employees can learn from each other, improve together, and constantly expand new ways of personalized service. At the same time, all departments are required to dissect the quality cases around them, and analyze and comment on the collected representative classic cases (complaints or praises) from different angles and sides. Through the classic case analysis, we examine our service from the customer's point of view, find out what is not in place in providing services to customers, and thus find out the root cause of the problems in service quality. So that other departments can reduce repeated mistakes in future services and form resource sharing. 4. In order to improve the hotel's service and management level, we pay special attention to standardized management and standardized services, further reflecting the nuances and details of services. Employees are required to be good at grasping the best service opportunity by observing before the guests speak, understand the preferences of the guests, and provide advanced and excellent personalized services for the guests. For example, whenever a guest arrives at the store, our waiter will actively and enthusiastically communicate with the guest, get more detailed information and provide targeted services for the guest. When a guest with a baby in his arms checks in, both the front desk and the floor attendant will take the initiative to ask if it is necessary to add a crib. When staying in the guest's birthday, the waiter will take the initiative to send a fruit and a heartfelt blessing. Some long-term guests will remember their living habits and provide them with services in time after each stay. It is precisely because of these meticulous, humanized and personalized services that guests feel that the software and hardware services provided by the building are natural and decent, and guests in other places also feel it? Home? Warm. Many guests recommended our building through Ctrip comments. Keep the occupancy rate above 92%. At present, many agreement units (accounting for *% of the occupancy rate) and foreign guests have stayed in our hotel. Fourth, standardize management and promote the healthy and orderly development of enterprises. The development of enterprises can not be separated from the support of economy. At present, the economy is in a period of rapid development, which provides a good external environment for the development of the hotel industry. With a good external environment, it is even more necessary to strengthen internal management and improve quality of enterprise to meet the needs of the market. 1, in the first half of the year, according to the actual situation of the building, the Building Management Practice was formulated; Modify and improve the financial management system, strengthen the supervision and control of finance; The provisions have implemented the approval authority, reception standards and approval procedures for public relations reception; The accounting operation of the front desk is further standardized on the basis of the original regulations; At the same time, right Four real registrations? 、? Registration at the front desk? 、? Foreign registration management? The implementation of this system is also to ensure the comprehensiveness and thoroughness of accommodation registration. Make the management of the building more standardized, the reception capacity more excellent, and strive to integrate with the modern enterprise management system. 2. Make full use of the internal information management system to establish the guest history file. Through customer historical files, strengthen the quantitative analysis of customer characteristics and historical consumption, tap customer consumption potential, improve sales volume and sales profit, and provide favorable decision-making basis for management. At the same time, understanding the guest's situation through the guest's historical file is conducive to better providing personalized service for the guests and making them have? How does it feel to be home? . 3. In order to carry forward the corporate culture and rally people's hearts, in the first half of the year, the building carried out a series of activities to enrich the spiritual and cultural life of employees, such as: mountaineering activities to bid farewell to the old year and welcome the new year, Spring Festival literary evening, collective visits of foreign employees during the Spring Festival, table tennis competitions, women's day tea party on March 8, Spring Festival gala and so on. Practice internal strength and build a brand? The theme of young workers' technology? Chinese-style bed wrapping? Tournament, Israel? And the fate of the enterprise? Theme activities such as speech contest. Through these activities, employees are encouraged to devote themselves to their work, improve themselves in the competition, and realize their value with hard work and wisdom. In addition, we are carrying out selection activities for outstanding employees and model employees. In addition to salary promotion and appropriate rewards, we also organized them to visit and study in Jinggangshan, the red revolutionary base. And use the staff canteen bulletin board to put our employees'? People and things? Publicize in a dynamic way, showing the enterprise spirit of unity and co-construction, striving for strength and advancing with the times. Push the building? Establish service brand and build quality service? The development of architecture embodies the vitality and vigor of architecture. Recently, we organized nearly 80 employees who have worked for more than one year to take a day trip in three batches, so that they can get out of their busy work and enjoy the fun of nature. At the same time, it also promotes the team spirit among employees. Because the building fully realizes that stable and rich human resources are the most important vitality for enterprise development. For this reason, we always? People-oriented? , people-oriented management, and promote the basic stability of the workforce. Since its opening, nearly 80% of employees have worked for more than one year. Provide for guests? Feel at home? Our excellent service and expectation for a better tomorrow have become the conscious actions and beliefs of employees in the building. At the same time, pay attention to the study of middle-level cadres and teams, and stipulate that cadres at or above the division level should read two books every year, write two experiences, and make an assessment at the end of the year. I read two books this year, * * * and * *. Starting with creating the learning atmosphere of the team, we can further stimulate employees' learning awareness and enthusiasm, master solid skills and knowledge, and establish the concept of lifelong learning. In order to create a harmonious learning atmosphere, in May, we will focus on? Create a learning enterprise and strive to be a learning employee? What is hold's work goal? And the fate of the enterprise? Keynote speech contest. Participants from all departments comprehensively interpreted the contents of the speech with vivid language, rich emotions and vivid cases. Through this speech contest, it not only promoted righteousness, but also showed elegance; It is not only the ideological education and service concept training for all employees, but also the test of the learning achievements of the employees. So as to truly build the enterprise into a learning enterprise full of vitality and vitality; A healthy, progressive and cohesive group. 4. In order to create operating profit to the maximum, we regard increasing revenue and reducing expenditure as an important task. Advocate the establishment of all employees through quality service? Everyone is responsible for saving energy and reducing consumption? Realize. And according to the characteristics of each department, do a good job in cost control: First, make full use of information management and establish an internal LAN. The related matters, documents and notices of the building, as well as the quality inspection and rectification requirements of the day, are read and processed by various departments through the internal transmission system. It not only realizes paperless office, improves work efficiency, but also saves a lot of office expenses and reduces printing expenses 13%. And publish the usage of telephone charges of various departments on the internal LAN every month, so that employees can consciously raise their awareness of saving and reduce expenses. Second, energy consumption such as water, electricity and diesel oil. Through the local transformation of electricity, water and air conditioning systems, it can be effectively saved, of which the light and water utilities can save 50 thousand yuan. Secondly, self-service maintenance and repair of air-conditioning cooling towers, transformers and other equipment and electrical appliances, saving maintenance costs of * million yuan, the failure rate dropped to zero. Third, in the process of procurement and supply, two levels of control are implemented to compare the price and quality of purchased goods, effectively reducing the price of purchased raw materials. Reasonably control the storage quantity, especially hundreds of cotton fabrics with quality problems in storage, and contact the manufacturers to return them in time to avoid losses. Fourth, pay attention to the maintenance of guest room settings, and timely recycle the consumables available in the guest room for internal secondary use. And compare the monthly statement one by one, control the consumption of consumables and cleaning agents, and reduce this part of the cost by 2%. Through a series of effective measures, the cost of the building has been greatly reduced. 5. Safety is an important measure to ensure the service process. At the company's work meeting at the beginning of the year, the building signed a letter of responsibility for safety prevention with various departments, successively adjusted the organization of the fire prevention Committee and the voluntary fire brigade, set up a leading group for fire prevention publicity and education and a fire prevention publicity team, and established? Classified management, graded responsibility, consistent rights and responsibilities, and respective responsibilities? The responsibility system for public security, fire control and production safety makes the work of safety, inspection, publicity and education more clear and the responsibilities more in place. Strict enforcement at the same time? Four real registrations? System, to achieve real name, real-time, real number, truth, has been commended by the Public Security Bureau many times. In the first half of the year, * * Building was appraised as * * annual advanced unit for comprehensive management of social security by * * evaluation. What are criminal cases, fires, work-related injuries and deaths? Zero? Target. 6. The quality of cadres is the key to the development of enterprises. While grasping the quality of employees, we attach great importance to the construction of cadres: first, strengthen the quality of the second-level leadership team of the company and the building. Strengthen the teamwork from the aspects of learning, unity and integrity. Strictly follow? Collective leadership, democratic centralism, individual brewing, meeting decision? Focus on the openness and source management of enterprise affairs, give full play to the supervisory role of employees, and promote the principle of standardization of collective leadership. Honesty and self-discipline, code of conduct, to ensure the orderly work of enterprises. I recommend it carefully.