The monthly work summary of the hotel and the busy work planned for next month (1)X have passed. Now, according to the work situation of department X, the work of the department is summarized as follows. First, in terms of operating income:
* * * Monthly income of xx yuan, including room income of xx yuan, accounting for xx% of the plan, average occupancy rate of xx%, and average house price of xx yuan; In addition, the catering income is xx yuan, accounting for XX %； of the plan; X month overfulfilled the guest room task, higher than the same period last year. However, compared with April, the decline in revenue is also relatively large; In addition, the catering revenue in 10 also exceeded the planned target, which was mainly reflected in the improvement of banquet table reservation revenue, which accounted for a large proportion of the catering revenue in that month; Summing up the above operating income in the coming year, compared with last year, it has improved in the same period this year, especially in terms of room income. Although there is little improvement compared with last year, from the perspective of customer structure, the proportion of individual customers has been greatly improved, which is also in line with the hotel's market positioning; In addition, in terms of catering, although the income exceeded this month, the consumption of individual customers showed a downward trend. How to improve the consumption of such customers should be the focus of the next work.
In terms of departmental work, the marketing department completed the reception of 13 batches of meetings in X, including the reception of in-store meetings during the medical device conference, which promoted the hotel brand and won the recognition of customers. In addition, we received xx Tire and the system meeting teams of xxx, xx Highway Bureau and xx Group. In terms of departmental sales, this month, according to the annual work plan and the guiding ideology of the hotel, we mainly visited customers in the surrounding markets, strengthened the return visit of government tourists, and formed effective opinions; At the same time, according to the market situation in 10 this month, actively visit the surrounding conference tourism market in advance to ensure the stability of hotel tourists in the off-season; In addition, this month I completed a visit to customers in xx area. Through this visit, I promoted hotel products and opened up some new customers. At the same time, this month, according to the requirements of the hotel's star rating, all the publicity materials in all areas of the hotel were redesigned to make the hotel logo meet the requirements of the star rating standard; In addition, this month, the department carried out team building month activities to strengthen team cohesion and synergy through daily team awareness training and organizing group activities of department personnel; Public relations marketing: X month, mainly planning xx activities; Formulate SMS marketing process and standard, so that SMS marketing mode becomes a daily marketing; At the same time, the department repackaged and designed the wedding banquet products in combination with the situation that catering focused on strengthening wedding banquet products. Now the unified production of the brochure has been completed and will be put into use next month; In addition, this month, the gifts of hotel integral activities were redesigned and promoted, which enriched the types of gifts and attracted customers' further consumption.
X month's work has passed, and there are many shortcomings in X month's work. According to the market situation and the annual marketing plan of 20xx, the work of 20xx is now carried out from the following aspects:
1. Department work
This month's departmental theme activity is designated as Quality Service Month, and how to improve the service level to customers will be the daily work of this month, and the overall service level of the department will be improved through training and requirements, and service pacesetters will be selected in the activity; In addition, this month, the department formulated the sales target for the third quarter in combination with the market situation and task objectives, and mobilized the enthusiasm of employees through a reasonable incentive mechanism.
2. Marketing
This month, the proportion of hotel tourists will be adjusted to individual, supplemented by meetings and supplemented by teams; According to the data analysis of last year and the trend of hotel tourists this year, in order to ensure that the hotel income does not drop sharply, the proportion of conference tourists should be appropriately increased to improve and stabilize the room income and catering income this month, while individual and group tourists are declining due to market conditions; In the conference market, strengthen the visits to shoe companies, washing companies and clothing companies, collect industry information, master all kinds of conference information, grasp this season's conference, and ensure the steady growth of hotel income; In terms of team market, the sales manager actively understands the market dynamics, reaches cooperation agreements with major travel agencies, pays attention to the team price policies of major hotels in xx, actively reaches agreements with Korean tour groups to ensure the stability of this tourist source, and actively develops new team tourists; In the individual market, expand the scope of market development, focus on the development and maintenance of major tourist markets, visit surrounding units more, go deep into customers, pay a return visit to customers' real opinions, and feedback the hotel in time; Further strengthen the cooperation and communication with the guest source channels of each room; At the same time, this month, we will continue to strengthen our visits to customers in foreign markets, focusing on the development and return visits to xx city, xx city and xxx area.
3. Marketing activities
This month, we mainly investigate the xx market this year and determine the hotel sales mode this year. The above is the work summary and work plan of the marketing department for x months.
4. Market competition report
Room statistics of major hotels around X:
1)xx Hotel xx% mainly focuses on conferences this month, and also receives some medical device conferences, mainly the Shoes City Conference; In the second half of the month, the trend of individual customers is poor;
2)xx Hotel xx% mainly focuses on xx meetings this month; This month, the price of the team is relatively high, and the travel team is not accepted;
3) The personal occupancy rate of xx% in XX Hotel is not high, and the existing rooms are seriously aging, and their competitiveness is declining. They mainly receive internal power meetings and guests;
4)xx% of XX Hotel mainly undertakes the medical device meeting arranged by the municipal government this month, and the rooms are sold at retail price;
5)xx% has a high occupancy rate in the first half of this month; It has been declining in the second half of the month; Based on the overall situation of the above hotels and 10, the overall market trend this month is affected by the medical device conference. In the first half of the month, the situation was good, and the number of individual customers was sufficient, but it showed a downward trend in the second half; In terms of team market, the number of group tourists decreased significantly compared with April, and the price competition between hotels was also fierce; After entering X, the hotel market as a whole entered the off-season after the Spring Festival throughout the year, and the number of domestic xx team customers and individual customers decreased significantly; According to different situations, the conference market is mainly composed of product launches and order fairs.
Last month, with the correct leadership of the hotel leaders and the active cooperation of various departments, I transferred to the catering department, led all my colleagues to unite as one, overcome various difficulties, and achieved the following results:
First, establish an internal quality inspection team within the catering industry.
Completely break the passive situation of health and discipline inspection since opening the store for more than three years, and take the lead in setting up an internal quality inspection team in the catering department. The quality inspection team is headed by the manager of the food and beverage department, and the team members are composed of deputy managers and several supervisors. Every day at noon 1 1: 15, inspect all areas of the food and beverage department, rectify and implement the problems found one by one, and clarify rewards and punishments according to the system. Since the operation, under the supervision and guidance of the hotel quality inspection department, the quality inspection results have been steadily improved.
Second, write and revise the latest rules and regulations of the food and beverage department and the latest standards for setting tables.
Combined with the actual situation of the hotel, the relevant rules and regulations were compiled by brainstorming. For example, the floor small meeting system requires each floor post to hold a floor small meeting on time every day in addition to the big meeting, sum up the shortcomings of this floor yesterday, and arrange to supplement the work arrangement of this floor; For the old problems left by some employees, such as sloppy work, violation of discipline and stealing vegetables, we have also formulated corresponding solutions and achieved remarkable results; And the labor discipline of the food and beverage department; Weekly planned health system, the latest stage setting standards, etc.
Third, in conjunction with the kitchen department, a new tableware management method has been formulated.
With the implementation of the new method, the tableware breakage rate is lower than at any time since the store was opened, and the tableware breakage before and after is effectively controlled.
Fourth, the background music is played continuously.
Through my unremitting efforts and joint efforts with relevant departments, the history of music playing without background in the catering departments of three major hotels has been completely rewritten. Create a warm and elegant dining atmosphere for guests.
5. Replace the green plants in the dining area many times.
According to different floors, different regions and different needs, contact the flower rental company in time to arrange for the replacement of various flowers and trees, and the dining environment is always new. In addition, the green plant maintenance responsibility system is implemented in each area, which greatly ensures the survival rate of green plants in each area and box.
Six, standardized warehouse and linen management
It completely solved the situation that there was no special person to manage the department warehouse and linen for many years, and effectively controlled the unnecessary loss of linen and the chaotic situation that the recovery, cleaning and receiving of linen were not recorded.
Seven, grasp the training, grasp the implementation
Training and implementation, both hands should be grasped, both hands should be hard. According to the training content, we will rectify and implement them one by one, implement them step by step and step by step. Through a period of hard work, all the staff of the catering department have improved qualitatively in gfd, etiquette, service process and labor discipline, and improved the reputation of catering services among guests.
Eight. division of labour
Each department manager has a detailed division of functions. So that the daily work can be carried out smoothly, especially all kinds of major receptions can be completed smoothly.
Nine, everyone is equal before the system
Since I worked, I have always adhered to the principle of equality before the system. What employees are required to do, managers must first do, reward and punish in strict accordance with the system, reward with great fanfare, and truly achieve the effect of reward; Punishment, punishment and ideological work go hand in hand, so that offenders can be convinced and other employees can take warning. Of course, I am sober in front of my grades, and there is still a big gap between many jobs and the requirements of hotel leaders. There are still some shortcomings in catering work:
1, there are still some employees who have poor subjective initiative in service consciousness and go to work mechanically; Some employees have poor self-discipline, such as standing discipline, service courtesy and in-meal service. The management is also in this state, and the absence of leadership is another state, lacking the quality that a qualified waiter should have.
2. Some employees still lack the consciousness of unity and cooperation.
3. The executive power of personal management needs to be further strengthened.
4. Individual employees still lack the awareness of saving.
5. Very few employees still have illegal behaviors such as stealing vegetables and taking them privately.
With the implementation of the new hotel standards, our hotel will have a long way to go in the future. Although we have experienced nearly X years of practical exploration and gained some successful experiences, we must always keep a clear head, realize the limitations of Yuncheng market, further divide consumer groups, the internal factors that affect some consumer groups to become repeat customers in Sheng Da, and the influence brought by the constant emergence and fierce competition in the same industry. Therefore, in view of the problems in the past, we should constantly strengthen and improve the management level, service level and personnel quality.
In view of the above work, the work plan for next month is formulated as follows:
First, continue to strengthen the training of employees' business skills and improve their comprehensive quality.
Every member of the catering department is the image window of the hotel. Not only must the overall image stand the test, but also the business knowledge and service skills reflect the management level of a hotel. If you want to keep your business knowledge and service skills on the same basis, you must do a good job in training. If the training work can't keep up, it will easily lead to employees' low enthusiasm and lax business level. Therefore, in the future, it is planned to conduct necessary layered training every month according to the progress of employees accepting business and the situation of new and old employees, and the training method is still biased. At the same time, submit the training plan for the next month to the hotel quality inspection department at the end of each month, so that the hotel quality inspection department can give timely supervision and guidance.
Second, further strengthen the flexibility of bar catering reservation and the awareness and skills of box attendants in wine promotion, improve the level of wine sales, and thus improve the economic benefits of the hotel in many ways.
Third, strengthen the ideological education of employees. Seize every opportunity to instill in employees the idea that customers are God; At the same time, encourage employees to carry forward the spirit of unity and mutual assistance, enhance the cohesion of employees, and establish a collective concept of honor and disgrace.
Fourth, continue to do a good job of "saving energy and reducing consumption"
1. Strictly save daily consumables. Such as napkins, toothpicks, linen, tableware, etc.
2. Reduce equipment operation consumption. Whether the air conditioner is properly turned on and turned off in time, etc.
3. Put an end to running water and ever-burning lamps in toilets.
Five, highlight the people-oriented management concept
Keep the habit of communicating with employees to increase mutual understanding and facilitate work. It is planned to have a heart-to-heart talk with employees in all positions of the department every month, mainly focusing on work and life, so that employees can find the object of heart-to-heart talk in their own departments and ensure the smooth communication procedures. Managers always take the problems existing in employees' minds as their own problems according to the reasonable requirements put forward by employees, and solve problems for employees. If it can't be solved, report to the hotel leaders for help in time. Let employees truly feel that they are respected and valued in departments and hotels, so that everyone has a good mood and is more conducive to better service to customers.
Six, continue to do a good job of internal quality inspection.
Daily quality inspection is mainly to check the gfd, etiquette, health discipline, service details in dining, dormitory discipline and health inspection of employees in each position. Regularly report to the hotel quality inspection department to supervise and guide our work, actively report the quality inspection situation of the department, and constantly improve our quality inspection level.
Seven, strengthen the supervision mechanism and competition mechanism, and gradually change the situation that individual managers are not strong in execution.
Model essay on monthly work summary and plan for next month (3) 1. Qi Xin will work together to achieve great success.
(1) Operating income
By adjusting, expanding sales channels and introducing relevant measures, the sales enthusiasm of employees has been greatly improved, and the hotel's operating income has been directly increased.
As of today, xxx rooms have been sold this month, and the occupancy rate has reached xxx%. The room rate charged is xxx yuan, and the average house price is xxx yuan, accounting for xx% of the income in1-March, which is an ideal month to complete the target.
(2) management to create profits
By paying close attention to management, strengthening the basic norms of employee behavior, training, on-site supervision, and quality inspection of soft services such as gfd, smile and greeting, the window image of the front desk is gradually improved, and the service level of employees is continuously improved, which not only retains old customers, but also brings new faces to the hotel.
Second, the way and experience
(1) mode
Compared with other positions, the front desk work is complicated and seemingly simple. To be perfect and professional in detail, the overall quality of employees is required to reach a certain height. How to carry out tedious work in an orderly way, although everyone has different ways, is similar. For example: 1, customers get up and stand when they enter the store; 2. Say hello at a distance of 4~5 meters; 3. Ask the guest's needs; 4. Handle business for guests and inform relevant matters needing attention; 5. Guide the guests and wish them a pleasant stay.
The main line of work is simple and clear, but in order to satisfy customers, we must show our hospitality in the details. Respect the guests and remember their names as much as possible; Deliver items to guests with both hands; Smile at the guest, let him (her) realize that service comes from sincerity and satisfaction comes from xx; We should handle business for our guests in the shortest time and at the fastest speed. Among them, the effective way to shorten the time is to do a lot of work at the same time, such as telling the guests the place and time of breakfast when they check in, answering the guests' inquiries, and at the same time, the cashier collects the corresponding deposit or pre-authorization from the guests. Fast processing needs to know the room type, built-in equipment, price, orientation and what kind of guests are suitable for living in order to achieve perfect reception.
(2) Experience
In order to serve customers better, faster and more accurately, the receptionist and cashier on duty are always set as a directional combination. The tacit understanding between them is the key point that affects the quality of work. In this month, although new employees joined, it did not affect the normal work at all, and the old employees also played an exemplary role, leading the new employees to develop together, igniting their work enthusiasm and adding some color to the original boring work.
Three. Existing problems and suggestions
(1) The bill issued by the finance department is not stamped; Suggestion: After the seal is printed by the staff in the finance office, it will be directly collected and used by the staff in the front office.
(2) The receptionist is not familiar with the new invoice; Suggestion: Understand the items that can be invoiced, the methods that can be invoiced, and the labeling of invalid invoices.
(3) The receptionist added "xxx and Meeting Reservation Sheet"; Suggestion: Be as close to paperless office as possible.
(4) signatures of free rooms and discount rooms; Suggestion: After receiving the relevant notice, the bill that is not signed by the notified person before the front desk is on duty should be submitted to the financial audit, and the daily audit will find the corresponding notifying person to sign for confirmation.
Four. working face
(1) Night shift personnel settle the team and dumb room every day, and deliver the bill the next day;
(2) Training and supervising detailed services, focusing on gfd and positioning posts;
(3) Strengthen health maintenance and adhere to daily hygiene;
(4) Strengthen communication between departments and build a better harmonious team.