20 19 summary of the hotel's work in the fourth quarter (1) Looking back on the past fourth quarter, with the correct leadership and strong support of the general manager and the help of colleagues from all departments of the hotel, we earnestly completed all the work assigned by the hotel and strictly performed our duties. As we bid farewell to the old year and welcome the new year, we summarized our work in the fourth quarter as follows:
First, set up a safety supervision team to enhance the overall image of the hotel.
In order to further improve the overall image and service quality of the hotel, under the leadership of the general manager, we set up a safety inspection team. We have improved the hotel inspection methods, continuously improved the service quality of all departments of the hotel by humanized inspection means, and implemented the daily, weekly and monthly inspection system, thus improving the level and intensity of supervision. In order to ensure the high quality and stability of the hotel service quality, the safety supervision team standardized the work of all departments and employees of the hotel, so that all employees maintained a consistent thinking and ensured that all work could be put in place, which fully reflected the "strict, detailed and practical" work style. Taking the survival and development of the enterprise as the fundamental premise, closely surrounding the company's interests, we insist on starting from bit by bit, infiltrating into every detail of the work, trying to do a lot of trivial and unremarkable things well, fulfilling our basic duties, improving service items, standardizing operating procedures, paying attention to detailed services, strengthening implementation, training and supervision, effectively supervising the management of various departments, and promoting the smooth development of the hotel service image.
Second, maintain internal and external contacts and promote the cooperative development of hotels.
1, maintaining and developing foreign relations
At work, I always keep a good relationship with the outside world. Besides keeping in touch with relevant government departments, I have also established good communication with other brother hotels. Keep abreast of market information and policy development direction, learn from the successful experience of other hotels, learn their management methods and business strategies with an open mind, choose the best from the best and take the essence. While actively maintaining the cooperative relationship with the original regular customers, we will also establish and develop hotel customers and make contributions to the hotel business.
2. Coordinate and promote internal cooperation.
In dealing with daily things, give full play to the role of coordination, lubricate the relationship between departments, patiently help solve the difficulties of departments, and promote the coordinated development of the overall work of various departments and hotels. Strive to create a working atmosphere of unity and cooperation, drive all departments to take the interests of the hotel as the starting point, and Qi Xin will work together for scientific management, so that the work of the hotel and all departments can be carried out more smoothly.
3. Pay attention to large-scale reception activities.
When there is a large-scale conference or reception activity in the hotel, I attach great importance to it and personally receive it, and actively communicate with the person in charge of the other party and the person in charge of the hotel to understand the process, pay attention to the problems that arise, and urge timely improvement until the large-scale reception activity is a complete success.
Third, study hard after work and cultivate personal management literacy.
Use time to study books on hotel management, and combine the actual situation of hotel operation, management and service to keep pace with the times, improve quality and change ideas. The key of hotel management service is people's subjective initiative, people's mental state, loyalty and professionalism to the hotel, and the understanding and application of the connotation of management and service, which encourages and guides everyone to broaden their horizons, learn and forge ahead, and unite and cooperate. In the process of completing hotel management indicators, management objectives and reception tasks, realize your own value and feel the joy of life.
Fourth, do a good job in planning and actively preparing for the five-star re-evaluation work.
The hotel will welcome five-star reviews. According to the new standard of five-star re-evaluation, I carefully consulted and compared the hotel's current facilities, equipment and service quality, and made a work plan to meet the re-evaluation.
1, find the problem and solve it.
In my daily work, I will pay more attention to supervision and management, find out the problems existing in the hotel's current work in time, summarize them, and put forward effective policies to guide all departments to standardize management, so as to reach the standard of re-evaluation. Strictly follow the service standards of high-star hotels, actively learn from international advanced management experience, innovate constantly, seek the road of differentiated management, strengthen management, improve the functions of hotel equipment, and strive to improve the customer service awareness of hotel grassroots employees.
2. Management creates profits and service strives for perfection.
By paying close attention to management, tapping the potential to reduce costs and rationally employing workers, the hotel advocates economy and strict control in terms of labor cost, energy cost, material consumption and procurement warehouse management. By introducing brand management, the hotel strengthens the training of "appearance, smile and greeting" in the employee handbook, strengthens the on-site supervision and quality inspection of management personnel, gradually improves the image of the reception department and post, and continuously improves the quality service level of employees.
3. Mobilize all staff and establish a sense of ownership.
Mobilize all hotel staff Qi Xin to work together to meet the five-star re-evaluation work. Create an atmosphere far away from home, establish employees' sense of ownership, take the interests and honor of the hotel above everything else as their own responsibility, and require every employee to firmly establish a sense of no trivial matters in their work, one is earnest and meticulous, and the other is to start from trivial matters. No matter when and where, we should be careful, be cautious and work hard to pass the five-star re-evaluation.
In the new fourth quarter, I will strictly follow the guidance of hotel leaders, keep up with the development of the times and the pace of the company on the basis of doing my daily work, and strive to learn all kinds of professional knowledge, improve my professional skills and improve my professional quality. Focus on the overall situation of the hotel, strengthen active learning, innovate ideas and methods, and tap potential capabilities. I firmly believe that the hotel will move towards a higher and better development direction.
20 19 Hotel's Work Summary in the Fourth Quarter (2) Time flies. In a blink of an eye, the joint-stock operation in xx years has gone through four quarters. Looking back on the past quarter, under the correct guidance of the hotel and the company's leaders, with the close cooperation of the hotel's brother departments, and with the strong support and efforts of all the cadres and employees in the department, the catering department boldly operated, was brave in innovation and forge ahead, and exceeded all the business tasks set by the company and the hotel. In order to realize the company and the hotel, the catering department summarized and reported the main work in the fourth quarter as follows:
I. Operating conditions in the fourth quarter
In the fourth quarter, the department * * * realized operating income of 1929499.2 yuan, accounting for 122.5 1% of the quarterly task target, an increase of 190445.8 yuan over the same period of last year, with an increase rate of 165433. 65,438+047.34% of the quarterly profit target was achieved, compared with 263,774.26 yuan in the same period last year (87,924.75 yuan per month on average), and the profit increased by 2,665,438+085.85, with a growth rate of 9.9%.
In the fourth quarter, the department * * * received 103 person-times 13 14 tables, with an amount of 456 177 yuan, with an average reception standard of 347 yuan/table, an increase of 65,438+compared with 304 yuan/table in the same period last year.
Second, the main work and practice
The fourth quarter of 20 19 is not only a quarter in which the catering department continued to rise under the good business situation of 20 19, but also a quarter in which the hotel took part in the service skill competition of the city's tourist hotels as a wedge to enhance the catering brand and market share, and it is also a quarter in which the catering department laid a good foundation for the company and the hotel to achieve the strategic goal of "developing catering". To this end, the department clarified the existing problems and problems while summing up the achievements in the first half of the year.
First, innovative management, highlighting the theme of "income generation and profit creation":
Income generation and profitability are the eternal themes of enterprises. In order to improve the income-generating capacity of the department, according to the annual overall work arrangement, the department has done the following work:
(1) In order to further enhance the department's popularity and the popularity of Huaida Catering, the department took the celebration activities as a wedge to thoroughly implement the work related to the special reward and promotion activities for the celebration. During the promotion period, the department * * * sold more than 5,000 kinds of special dishes with an amount of more than 80,000 yuan, which was well received by consumers.
(2) In order to strengthen the external influence and publicity effect of grand banquet, on the basis of successfully arranging the menu of grand banquet in winter for many years, the menu of grand banquet in winter was formulated and published. In the fourth quarter, the department * * * received various banquets 13 14 tables, with an amount of 456 177 yuan, with an average of 347 yuan/table.
(3) In order to enhance the hotel's popularity and brand effect among VIP customers, seize more and more high-end customers, and fully display and reflect the hosting effect and organizational ability of the hotel's large-scale banquet, the department successfully hosted a Christmas buffet and a signing ceremony buffet for more than 300 people in xxx. With the help of its successful experience in holding buffet, the department put forward a number of valuable opinions to the person in charge of xxx city, which won unanimous praise from the organizers.
④ In order to further publicize the brand of the hotel, tap the promotion awareness and potential of all employees, and consolidate and seize a larger market share, the Food and Beverage Department overcame many difficulties and cooperated with the hotel to promote Christmas tickets. During this period, the department * * * sold 64 Christmas tickets with the amount of 19072 yuan. At the same time, a group of sales promotion experts such as … stood out in this Christmas ticket sale.
⑤ In order to strengthen the innovation consciousness of the kitchen department, ensure that catering products are often replaced by new products in color and variety, and achieve the purpose of retaining and stabilizing old customers with new dishes, in the past three months, the kitchen department has launched more than 65,438+000 new dishes, and a group of experts who develop new dishes, such as ..., have appeared;
Second, change ideas and strengthen "quality construction";
Quality is fundamental, quality is the lifeline of enterprise development, and quality is the eternal theme of enterprise. In the fourth quarter, in order to achieve the strategic goal of "developing catering" put forward by the company and hotel leaders at the beginning of the year and maintain the good development trend of catering in the first half of the year, our department began to carry out the following six aspects of "quality construction":
(1) In order to successfully complete the hotel service skill competition organized by the Municipal Tourism Bureau, according to the overall work arrangement, our department began to formulate and implement the implementation schedule for catering staff to participate in the city skill competition as early as 10. With the great attention of hotel leaders and department personnel and the joint efforts of the contestants, the Food and Beverage Department won the first prize of Chinese table design and the third prize of Chinese banquet setting in this skill competition.
(2) According to the good business situation in the first half of the year, in order to maintain this good business momentum and get further promotion and information understanding in cooking innovation and the introduction of high-quality raw materials, under the leadership of Vice President xx, the department organized some key kitchen staff to conduct a comprehensive inspection of raw material markets and social restaurants in xx and xx, which not only broadened the chef's vision, but also introduced many special dishes and high-quality raw materials, which were well received by customers.
(3) In order to further improve the cooking level of the kitchen, strengthen the exchange of cooking skills in the kitchen department, gradually improve the overall technical level of cutting, mixing and packaging of the chef team, and constantly strengthen the quality awareness of the kitchen, on February 29th, 65438, the department held a skill competition in the kitchen. Through this skill competition, * * * launched more than 30 new dishes, which not only stimulated the chef's innovative consciousness, but also identified the weak links in the kitchen department.
④ In order to standardize the placement and quantitative management of kitchen tableware, reduce the damage rate of tableware and improve work efficiency, the department drafted and implemented the Interim Measures for the Standardized Placement and Daily Management of Kitchen Tableware and Supplies in Catering Department in February/Kloc-0. At the same time, in order to unify the dishes and utensils in the kitchen department, improve the mat effect and enhance the catering image of the hotel, the department purchased some utensils in the kitchen department according to business needs;
⑤ In order to further improve the reception quality of grand banquet, understand the overall taste and development trend of grand banquet market, and establish a complete set of historical archives of grand banquet reception, under the guidance of Vice President xx, the Quality Tracking Table of Grand Banquet CD was formulated and implemented, which provided a good basis for gradually improving the reception level of grand banquet and finding out the problems existing in the service of grand banquet.
20 19 summary of the hotel's work in the fourth quarter (3) Looking back on the past fourth quarter, the hotel is expected to realize quarterly sales revenue of more than xx million yuan, an increase of x% over the same period of last quarter, of which catering revenue accounts for x% of the total revenue, room sales revenue accounts for x%, and room operating income increases by x% over the same period of last quarter.
First, people-oriented management services.
People are the core of work. In the hotel service industry, people are more important than other factors. Hotel operation needs excellent managers and high-quality employees. According to the characteristics of each department and the different division of labor within the department, the hotel has organized staff training practice for many times. Pay attention to employees showing and learning new service skills, gather management to exchange flexible and applicable management experience, and take the initiative to write down feedback and experience. Diversified management concepts, led by management, reverse old thinking and implement them; Smaller skills are taught by managers, and employees who learn quickly are selected to lead other employees to practice.
For example, how to strengthen the self-improvement of management in the process of hotel growth, find a breakthrough in daily life, and put out problems in the hidden danger stage; Kitchen cutting and matching, quantitative personal skill sharing, comparison of dining table decoration in front of the lobby, answering skills drills in front of guests, room cleaning order, etc. Moreover, the hotel will select the "Star of Five Mountains" every quarter to reward those employees who are enthusiastic in service and good at innovation, and to praise those employees who have made remarkable progress, are active in learning and have a good atmosphere. The forms of communication are leadership orders, regular meetings, employee exchanges, etc. Through the above-mentioned series of activities, there is a tight and upward chord in employees' consciousness, which makes the management aware of the room for improvement. There is a benign inertia to improve the overall quality of hotel employees.
Second, the basis of safe production is diligence.
Safety is the guarantee of continuous production and one of the most basic elements of hotel operation. There was no safety accident in the hotel in the fourth quarter. Without the guarantee of safe production, any achievements and honors are not solid. Employees should first carry out safety production training, avoid dangerous behaviors in their daily work, and immediately stop them once they are found, then actively participate in various fire safety training, master the "three understandings", "three meetings" and "three tips", and participate in fire drills organized by the hotel. For the hotel's basic operating equipment, daily maintenance and inspection is the most effective way to eliminate hidden dangers in production safety. Once problems are found, all departments actively report to the equipment support department for handling and registration.
At the same time, the equipment support department should undertake the reliability of fire fighting equipment, the rationality of placement and the feasibility verification of fire emergency treatment. As the leader of the hotel, we attach great importance to safety in production. According to the instructions of the Tourism Bureau, the fire safety team regularly conducts fire inspections on hotels, and severely points out and supervises the handling of phenomena and behaviors that do not meet fire safety. Regular inspection, regular treatment, regular feedback and safe production are a circular chain. If it is out of line, the consequences will be unimaginable. Therefore, "diligence" is our understanding of safety.
Third, initially complete the expansion and operation of the new building.
After a lot of planning, design, construction and decoration in the fourth quarter, the new building of our hotel has built an overpass with the main building, forming a summary of the overall connection between the main building and the podium. Preliminary completion and operation. Further improve the quality of the hotel, improve the hardware facilities and equipment, so that the hotel can better provide quality services and safe production capacity, ensure the production of high-quality dishes, and meet the guests' more pleasant dining and accommodation comfortable environment. The newly added multifunctional banquet hall has laid a solid foundation for further expanding the wedding business activity market in the next quarter.
Four, hotel revenue, profit, excellence and stable management.
The hotel takes advantage of location and price to actively expand sales channels and maintain original customers; Internal performance competition has increased operating income. Tap the potential, save resources, get through the process, rationally use resources, optimize the raw material process, strictly control, advocate saving, avoid resource waste and manpower loss, and increase profits. From leading to optimizing management, gradually to optimizing department operation and personal skills, thus winning the recognition of guests and further ensuring the good and sustainable development trend of the hotel.
20 19 Hotel's Work Summary in the Fourth Quarter (IV) I. Operation
The total turnover of 1, x month1~ x month 3 1 * * is about 2.6 million yuan.
2. The main wedding banquet is 22 (1)x 1 day, and the standard table is 588 yuan. (2) On 24th, X, the turnover of 36 standard 600 yuan wedding banquets was about 32,000 yuan.
3. Other consumption is 570,000 yuan, with an average daily consumption of 20,000 yuan.
4. Catering is mainly based on unit consumption this month, and there is little zero consumption.
5. The indicators issued by the hotel have not been completed this month. The main reason is that the indicators issued by the hotel are inconsistent with the actual situation, and the department has shortcomings in marketing and service.
Second, the staff work situation
1, the enthusiasm of employees is always very poor.
2. Employees' work consciousness is not enough.
3. Employees lack enthusiasm for dining customers.
4. Health work has improved, but it is not sustainable.
Three. Management adjustment
1. The management has made adjustments and added a supervisor.
2. Strengthen the follow-up of the access and public health in the dining area, and regularly clean up the hygiene in this area as soon as possible, which has obviously improved the hygiene.
3. The main problems in service are the lack of service awareness of employees and their emotional feelings. I have also taken some competitive measures, such as:
(1) Take alternative measures to solve the problem that employees cannot change their nature.
(2) Implement a package of services.
(3) Do a good job in the ideological work of employees.
4. The training is mainly aimed at pre-meal etiquette training. Employees have improved in this respect, and other training is less, mainly based on on-site guidance of management personnel. This training will be strengthened from next month.
5. The activity department has not been carried out, mainly because the catering business is not very good, and it may not be effective after it is carried out. At present, the department is making an activity plan, which is planned to be submitted for approval in X, and X will start operation, and those that need sponsorship will be reported to buyers.
Fourth, the work plan for the next quarter
Restaurant management has also introduced some related systems, but the implementation of each group is slow and not in place. Inspection, supervision and guidance on key issues are insufficient, and all departments should strengthen management in this regard in the future.
1. Strengthen service training (see training plan).
2. Make an activity plan and try to report it to the general manager's office before the end of the month.
3. Improve employees' awareness of energy conservation and do a good job in keeping hotel property.
4. Strengthen employee labor discipline and employee attendance system.
5. Cooperate with the hotel for off-season marketing.
20 19 Hotel's Work Summary in the Fourth Quarter (V) In the last fourth quarter, with the correct leadership of the general manager and the close cooperation of other departments, the sales department basically completed the work tasks of the hotel in 20 19. The work of this department has gradually matured. In the fourth quarter of 20 19, our specific work contents are as follows:
I. External sales and reception work
First of all, after a year of running-in and development, the sales department has gradually matured its own sales work and expanded its own market. Pushing the business hotel into the tourism market in an all-round way has improved the visibility of the hotel and strived to create economic benefits for the hotel to the maximum extent.
According to the work plan at the beginning of the year, earnestly implement each item. In 20 19, the sales department focused on personal business and conference sales. Due to the geographical location of the hotel, the occupancy rate of self-employed is low. The annual occupancy rate of personal business in the sales department is: we increased the sales of business guests, visited important companies to sign business agreements, made different sales plans according to different seasons, and visited customers for xxx. For example, during the tourist season, pay a serious return visit and communicate with travel agencies with better ground connection teams. 65438+ Most motorcycles will be in February 2- 10/0. We will contact the dealers in time. Pave the way for the overall sales of hotels in peak season. At ordinary times, when sorting out customer files, we will pay regular classified visits and constantly develop new customers. By the end of the year, * * * signed 454 agreements.
In September, 20xx, I worked as the hotel sales manager. In September, 20xx, 10 Hotel was officially listed in Samsung, which provided the sales department with a bargaining chip for external publicity, and at the same time improved the overall level of our hotel to a higher level, which was beneficial to the hotel sales.
With the rapid development of the Internet, the publicity of the Internet not only improves the popularity of the hotel, but also improves the overall occupancy rate of the hotel through network companies. By the end of the year, * * * signed network cooperation agreements with 54 online booking companies. We increase the commission ratio for important network companies, and use their publicity to let more guests know more about business hotels through the network, such as xx, xx, xxx and other network companies;
At the same time, during this year, we received more than 30 large, medium and small conferences from xxx, xxx, xxx motorcycle company, xxx University of Chinese Medicine, Railway and Universal Travel Agency. For the reception of each meeting, all departments can seriously cooperate with the sales department to successfully complete the reception of the meeting, and the guests have affirmed our work. I sincerely thank the leaders and employees of all departments for their support to our sales department.
Second, internal management.
The hotel has its own website, and the sales department is responsible for maintaining the website and updating the content of the webpage. It expands its influence through online publicity, timely and accurately releases the hotel's dynamics and news, and lets more people know about the hotel. At the same time, we put forward a new hotel website construction scheme, which laid the foundation for the future development of hotel websites.
Third, shortcomings
1. Foreign sales need to be strengthened, and now our individual customers are relatively few.
2. Lack of timely understanding of meeting information.
3. Sometimes in the reception work, I am not careful enough, I don't pay much attention to some details, and the issues I consider are not comprehensive enough.
4. Sometimes the information is not accurate enough due to untimely communication; Affect the overall sales and reception of the hotel. In the future, we should be careful, try to avoid it, communicate in time and reduce work mistakes.