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# Make personal work plan of the hotel (1)#
1, telephone language skills training
2. Train the baggage handling and storage services of the baggage office.
3, the receptionist's courtesy and skills training.
4. New employees should know how to train.
5. Complete the historical late payment fee.
6. Daily patrol work in and around the lobby.
7. Successfully completed the team reception this month.
8. Go to the health department to clean once a week.
9. Reschedule shifts after employees leave their jobs.
Plans for next month
1. Improve the sales skills of the front desk staff, increase the individual occupancy rate, and strive to complete the sales tasks assigned by the hotel (all month).
2. Continue to strengthen training, improve the comprehensive quality of employees, and improve service quality (all month).
3. Business knowledge training for new front desk staff (first week)
4. Control the room when it is full (the first week)
5. Continue to do a good job in team reception (all month)
6. Assessment of employees' employment during probation period (the second week)
annual working program
(1), work together with the sales department to expand market share, establish sales channels, and strive to improve the hotel market share.
(2) Make statistics on the history of guests, especially permanent guests and business guests, and plan to establish the first-hand information of reception desk in the form of "permanent guest card".
(3) Continue to implement the commission reward system for selling houses to stimulate the sales awareness of the front desk and promote its enthusiasm. The receptionist should grasp the room rate flexibly according to the market situation and the check-in situation on the same day while giving preferential policies to the hotel, emphasizing that "as long as the guests come to the front desk, they should try their best to let them stay and strive for more occupancy rate."
(4) Analyze the room occupancy rate and rent amount in the form of statements every month, and discuss the reasons, so that employees can see the actual situation of the hotel, "participate" in management, and clearly understand the actual attitude of hotel room rental.
(5), pay attention to the coordination between departments. Friction will inevitably occur between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, which has close working contact with rooms, sales, catering and other departments. If there is a problem, you should take the initiative to coordinate with relevant departments to avoid things getting worse.
# Work out the personal work plan of the hotel (Part II) #
I. Income Plan
Second, the training plan
According to the work requirements of the front office and the implementation of the training plan, the front office will strengthen the training of employees' service awareness and service norms. The specific scheme is as follows:
65438+ October
1, New Year Spring Festival hotel series activities promotion training
2. Employee handbook training. Professional skills training
February
1, Job Skills Competition
2.gfd and etiquette training.
3, job responsibilities and system training
4. "Hotel knowledge" training
March
1, service specification and standard language training
2, job English training
3, professional skills training
April
1 and the promotion training of Wuyi hotel series activities
2, fire safety training
3. "Hotel knowledge" training
May
1, employee handbook training
2, job English training
June
1, etiquette training.
2, service specification and standard language training
3. Working English training
July
1, job responsibilities and system training
2. Professional skills training
August
1, hotel knowledge training
2, job English training
September
1, National Day series activities promotion training
2, fire safety training
3, service specification and standard language training
10 month
1, professional skills training
2.gfd and etiquette training.
3. Working English training
165438+ October
1, skill competition for each post
2, job responsibilities and system training
3. Working English training
65438+ February
1. New Year's Christmas series activities promotion training
2. Hotel knowledge training
Third, personnel planning.
1, according to the actual work, objectively carry out the daily assessment of employees, make reasonable arrangements for those who do not meet the post requirements, and make work plans for hotels and hotel front offices with good performance.
2. Continue to carry out cross-training to make every front office employee familiar with the service content of the hotel and master more work skills.
3. Hold different forms of employee seminars, effectively inform every employee of the hotel's development prospects and requirements, understand the ideological trends of employees' work and life, and establish a bridge between the hotel and employees.
4. Make full use of employees' own advantages and strengths, and hold training courses from time to time, so that front office employees can learn a variety of skills and develop in an all-round way.
5. Organize various departmental networking activities to enhance the centripetal force and cohesion of the department.
Four. Internal management plan
1. Strengthen internal management, strictly implement various rules and regulations, put an end to employees' paralysis, and make them strictly abide by the requirements of the hotel.
2. Strengthen the safety awareness of employees in all departments, be vigilant and report suspicious problems in time.
3. Continue to strengthen the energy-saving awareness of employees in various departments, strictly control the use of consumables, and implement all control work to specific responsible persons.
4. Combined with the update of hotel software, strengthen customer visits and improve the customer history file system, so that the hotel can make the investable customers familiar and clear, reflect the concentrated problems from the guests, keep close contact with the guests to promote emotional exchanges and ensure a certain customer base.
The front office is a functional department responsible for attracting and receiving guests, promoting hotel services such as guest rooms and restaurants, and providing various comprehensive services for guests. It is the business window of the hotel and an important window reflecting the overall service quality of the hotel. It is the place that leaves the first impression and the last impression on the guests; Has a certain economic role; Have a coordinating role; Building a good customer relationship is an important department. According to the functions of the front office, the following work plan is made:
First, the formation of personnel team
During the hotel preparation, in addition to hardware preparation, the most important thing is the formation of the staff team. The setting and staffing of the front office will affect the cost level of the hotel, so we should proceed from reality, streamline the organization and have a clear division of labor. It is necessary to carry out the survival of the fittest, train excellent employees in job skills, give priority to on-site training, regularly evaluate, test and assess, give targeted guidance and education, and constantly improve employees' business skills so that front office employees can meet the standards of hotel employment.
Second, pay attention to training.
As the front office of the hotel, every employee should face the guests directly. The attitude and service quality of employees reflect the service level and management level of the hotel. Therefore, the training of employees is the most important, and it is necessary to make a detailed training plan for the front desk. With good service skills and proficient business knowledge, we can provide high-quality, efficient and fast service. Only with good training can we provide good service to our customers.
# Work out the personal work plan of the hotel (Part III) #
First, ensure safety and promote business.
Under the current circumstances, in order to ensure that all the work of the hotel can be carried out normally and the operation is not affected by any policies, the hotel will strictly follow the requirements and ask the reception desk at the front desk to register and upload customs clearance, register every guest according to the regulations of the Municipal Public Security Bureau and the police station under its jurisdiction, input information into the computer, and conscientiously implement other notices issued by the Public Security Bureau. Secondly, strengthen the training of all employees' safety emergency knowledge, so as to make the outside loose and the inside tight, and not bring any tension and insecurity to the guests. In terms of food safety, a series of safety and hygiene requirements and regulations and emergency procedures related to food hygiene and safety have been issued, effectively ensuring that no poisoning incidents will occur during the Olympic Games; In terms of public security, we will increase the number of posts and soldiers at night, increase the number of inspections, and make a detailed inquiry and registration system for suspicious personnel and suspicious items.
Second, pay attention to training and improve quality.
Business knowledge and service skills reflect the management level of a hotel. If we want to maintain business knowledge and service skills on the same basis, if the training fails to keep up and the new and old employees are updated quickly, it will easily lead to employees' lack of enthusiasm for work and lax business level, especially for an enterprise that has been in business for six years, which will directly affect the brand. In the second half of the year, the annual staff training will aim at the development of the head office and the hotel and the post demand, improve the staff's understanding of the importance of training, actively guide the staff to study consciously, sharpen their skills, enhance their self-confidence in participating in the next enterprise reform in competitive positions, cultivate a high-quality staff team with excellent service and unique skills, and stabilize the good reputation and social benefits of the enterprise in Qinhuangdao market. Realize the gradual sublimation from standardized service to humanized service and then to moving service. To this end, the hotel will plan to conduct necessary training once a month, and the training methods are mainly biased towards teaching and on-site simulation.
Third, increase revenue and reduce expenditure, reduce costs and increase per capita consumption.
Saving energy and reducing consumption is the slogan that the hotel has always advocated, and it is also the daily work that has always been concerned. In the first half of the year, all kinds of energy consumption decreased and saved compared with the same period of last year. In the second half of the year, according to the spirit of Mr. Fu's speech, the management will be more detailed. On the basis of "saving energy and reducing consumption", the company put forward the slogan of "tapping potential and reducing consumption", which is not only how to make efforts on the basis of the existing six-year "saving energy and reducing consumption" to discover and excavate all the links and processes, so that the hotel will install terminal meters at various regional points in the next step, such as installing water meters at faucet ends, installing electric meters in various regions, and distinguishing their respective charging areas from postal services.
At the same time, the switch control of air conditioning and office electricity will be readjusted and rationally planned; Secondly, according to the inflation index and the investigation of the same industry, the hotel will float the price of products (rooms and meals) at any time, so that enterprises can grasp the market dynamics more flexibly, improve their performance and lose no time; In addition, in the specific division of labor, the hotel requires the equipment used in each area to all departments, and all departments require teams or individuals to be responsible. In the normal service and management process, waiters and managers should always check the use of equipment, cooperate with the engineering department to maintain and repair the equipment, and better operate the equipment correctly. Managers are also required to report the equipment regularly. In terms of guest rooms, on the premise of ensuring the quality and quantity of service, it is required to extend the service life of linen as much as possible, at the same time control the collection of low-value consumables, establish distribution and consumption records, and implement a reward and punishment system for saving and wasting prizes. (We have been doing this. For example, due to the Olympic Games, vehicles in Beijing are limited by the time limit of single and even numbers, and some guests have to stay in Qin for two days before returning to Beijing, so they can make a fuss about saving materials. These are all small potential savings consciousness, which is the embodiment of mastering the market situation.
Fourth, persist in innovation and cultivate innovative consciousness.
Innovation is the motive force and soul of hotel's survival. Only with innovation can we have vitality and vigor, and only with innovation can we feel the joy of hotel growth. On the basis of bold innovation of hotel products and marketing methods at present, under the new market situation, we should vigorously cultivate the innovative consciousness of all employees, increase innovative measures, innovate outdated and backward systems, innovate software and hardware products, innovate marketing methods and target market selection, and further carry out innovative activities. Let the hotel make continuous progress and development in innovation. For example, the hotel will hold a product competition soon. The purpose is to let the chef know what art clothes mean ideologically, and at the same time save costs and improve the overall grade of dishes. On the basis of ensuring the "55 15" currently launched, we must innovate many similar buying points and ideas to further walk in the forefront of the market and influence the market.
Five, strict cost control, strengthen detailed accounting.
Controlling various costs is to increase income. Therefore, in the second half of this year, the hotel will strengthen cost control, subdivide the cost expenditure of each department, change the original monthly inventory of materials into weekly inventory, and put forward improvement opinions and suggestions on the use of various consumables, strengthen the staff's awareness of cost control, and really do a good job in hotel cost control.
Six, strengthen the maintenance of equipment and facilities, stable service.
After six years of ups and downs, the hotel's hardware facilities are also old and aging. In the face of fierce competition, it can be said that it is a long way to go. Engineering problems often occur, affecting the normal service to customers. In addition, customers' frequent rental rate and untimely maintenance lead to an increase in the maintenance of facilities and equipment. For senior guests, with the emergence of newly renovated luxury hotels in the market, some will be lost (two hotels will be opened next to the hotel at the end of the year, one in the third place and the other is a business hotel). Therefore, the hotel is planning to replace carpets in some areas of guest rooms and restaurants, paint some wooden decorations and paint some parts at the end of the year. Strive for the occupancy rate of the hotel as much as possible and improve the economic benefits of the hotel.
# Make the personal work plan of the hotel (Chapter 4) #
I. Daily work
1, arrange working hours and do daily work well. Make a work plan according to the daily work situation, in case you have something to do.
2. Report in writing once a week to avoid omission or concealment. And make a detailed data analysis of the contents of the report, so as to better lay a good foundation for the next work. At the same time, leave a note for your own notes to prepare for future work!
3. Make targeted inventory of kitchen raw materials, especially dry seafood products, and make weekly inventory to generate tables. Pay attention to the use of general raw materials and report problems in time. And make corresponding answers to ensure the normal use of raw materials. Make a summary of your daily work and leave it for the next day's work.
4, for the purchase and sale of raw materials, there are several varieties can be calculated by the piece, that is, the whole into the whole out. As far as the varieties of raw materials are concerned, we will make a daily sales list. In order to more accurately understand the cost and loss of the kitchen.
5. The plan for the current month is as follows: do a good job in packaging the new year's goods to ensure the timely delivery of the new year's goods. At the same time, do a good job in the inventory of high-grade raw materials to supervise the use of kitchen materials. Prevent abnormal loss of raw materials, cut off costs and reduce internal losses. So as to improve the gross profit of hotel catering and realize the value of raw materials.
Second, capital management highlights a "zero"
1, zero capital operation, zero working capital is not really zero capital, but to use as little working capital as possible to promote the production and operation of enterprises. Next year, due to new projects, the capital account of the enterprise is not enough, and the payment will be collected according to the contract, so there will be little money left in the turnover of the enterprise. Try to use all kinds of debt funds such as accounts payable, accounts payable, accounts received in advance, unpaid taxes, unpaid profits, etc. to carry out debt management and realize zero capital cost.
2, zero inventory management, the implementation of inventory quota for all departments, departments that exceed the quota will deduct their operating scores according to the excess ratio, otherwise increase the scores, so that the inventory quota is linked to wages, promote diligent sales of all departments, and accelerate capital turnover.
The third is to strengthen team building and give full play to the role of financial functional departments.
As the financial personnel of the finance department and the organizer of the financial management system, we should have a rigorous and honest work style and a serious and meticulous work attitude, actively guide people in all lines, help all departments solve problems, give full play to the team's cooperative spirit, learn from the advanced, catch up with the advanced, hold competitions in all departments, give full play to the team's strength, twist into a rope, and strive for progress; While adhering to the principle, we should adhere to "three satisfactions and two reassurances". Three satisfactions are "to satisfy customers, employees and leaders in charge of various departments" and two reassurances are "to reassure leaders of group companies and bosses and leaders at all levels".
# Make the personal work plan of the hotel (Chapter 5) #
In order to better improve the hotel efficiency index, business index, service index and other indicators, my work plan for the coming year is as follows:
I. Publicity and promotion
1. With the constant updating, innovation and promotion of the hotel's indicators, we will always update new promotion information and new promotion contents, so that every customer can keep abreast of the innovation and improvement information of the hotel, so that customers will always feel that the hotel has something worth exploring and enhance their consumption potential.
2. Expand the publicity and promotion of the hotel as a whole within the scope of the hotel's special physique; We will continue to use various marketing methods such as network information industry, telephone communication industry, channel customer resources, enterprise and company resources. And pass the information of hotel products to every promotion platform and every enterprise company, and strive to let every customer know the details of the hotel.
3. Tourism market promotion; In the coming year, we will choose a tourism company suitable for our hotel to cooperate, and send the detailed product information and new quotation system of the hotel to a large number of tourism companies all over the country, so as to improve the share and popularity of the hotel in the tourism market and increase the occupancy rate of the hotel.
Second, development focuses on the market.
Due to the special circumstances and limitations of the hotel, we will focus on the development model of the sales market; Take the travel company as the bottom resource customer of the hotel; Focus on developing conference market, wedding banquet market, individual market, network customer resources and various catering markets, control the hotel-related customer structure, make customer resources high-end, commercialized and stable, and establish long-term fixed customer consumption groups.
Third, strengthen sales and guide consumption.
Guiding consumers to spend is the result of competition. Improving consumers' spending power and guiding them into the store are the core and basic knowledge for hotels to guide consumers' consumption.
1. Guide consumers to shop through publicity.
2. Strengthen consumer consumption by strengthening services.
3. Enhance consumer consumption through consumer perception.
Fourth, establish a mature marketing team.
A qualified marketing personnel, comprehensive strength, high quality, high standards and high efficiency!
1. Establish a complete sales management system and sales workflow.
2. Improve the professional knowledge, business skills, personal accomplishment, self-discipline awareness and professional ethics of marketers.
3. Exercise every marketer's spirit of taking responsibility, not shirking responsibility, going forward bravely and being willing to contribute, and a good working mentality of not haggling over every ounce and intrigue.
4. Improve the comprehensive image of every marketer and strictly abide by the hotel rules and regulations; Diligent in thinking and good at communication.
5. Marketers should be strict with gfd, be polite, use polite language and treat customers politely.
6. Every marketer must be familiar with the knowledge of hotel products, surrounding environment and resources enjoyed by the hotel, answer all questions raised by customers and skillfully answer every question about hotel business raised by customers.
7. Strengthen the assessment system and training of marketing personnel; Improve the work style of marketers.
8. Don't recognize those who are perfunctory, those who are irresponsible, muddle along, have an incorrect style of work, violate principles, have no moral bottom line, harm others and benefit themselves, and make much ado about nothing.
9. Exercise the positive and optimistic working mentality of marketing personnel. Implement the correct and scientific marketing concept.
Fifth, improve the marketing concept
Market-oriented, establishing market concept requires marketers to understand the market, face the market and develop the market. Understanding the market means understanding the management level and service level of the same industry, the situation of competitors and the market demand. Facing the market means paying close attention to the development trend of the market and trying to make the sales of hotel products meet the market demand as much as possible in order to obtain economic benefits. To open up the market, we should strive to open up new levels and fields of market demand and guide consumption.
Sixth, improve the vigilance against market competition.
Competition among service industries is inevitable. As the competition among service industries, hotels are essentially the competition of service quality, product quality, skill level, information level, management level and talents. The competition of peer hotels leads to the difference in market share and other aspects, thus producing different economic benefits.
VII. Benefits
As a profit-making enterprise, hotels must attach importance to economic benefits in management. Hotel marketers must base themselves on the economic benefits of the hotel and compare the economic benefits with the operating costs when formulating and implementing hotel sales targets. Only scientific and correct sales objectives and methods are feasible. However, the significance of benefits is not only economic benefits. Hotel marketing managers should not only consider the economic benefits of the hotel, but also consider the social benefits of the hotel to meet the growing material and cultural needs of consumers.
Eight, the legal and effective use of the network information industry.
Today's era is the information age; Hotel marketing managers are required to have the concept of information, attach importance to the role of information, and constantly improve their ability to obtain, process and use information. The value of products provided by hotels not only increases with the increase of labor force, but also increases with the increase of information. Reliable and timely information can bring greater profits to the hotel; Distorted and outdated information will bring great losses to hotels.
# Make the personal work plan of the hotel (Chapter 6) #
First, improve service quality and treat people with a smile.
As the front desk of a hotel, our professional smile is very important first. The leader's evaluation of me is still ok. I handle things in an orderly way, and the customers I serve have never complained about me. I am very satisfied with my appearance, so I maintain a high degree of self-confidence when serving, which makes the other party feel the self-confidence of our company, so I am also very at ease with us. Generally, most people who place orders online choose favorable comments, and I also get a lot of high comments, which makes me very proud and happy. I will continue to maintain and improve it in the next month.
Second, maintain service etiquette and establish an image.
The front desk of a hotel is the first image of a company. I still remember the day when the hotel manager hired me and told me that she believed I could set a very standard image for our hotel and set a good example for other employees. Later, I really did it and gained a lot of affirmation. For the work in 10, I think we should continue to maintain a service attitude and adhere to professional etiquette. I will not live up to this expectation and trust. I will do my job well and continue to develop myself.
Third, be rigorous and serious to prevent mistakes.
There are many opportunities to communicate with customers at the front desk, and sometimes something goes wrong, which will have a great impact. Therefore, in the next day's work, I will express and do things seriously and rigorously, and do it step by step to prevent any small mistakes and bring some bad effects. I will reduce the probability of error rate, thus enhancing my work accuracy and execution.
# Make the personal work plan of the hotel (Chapter 7) #
1, familiar with the basic tasks and responsibilities of the foreman:
Do a good job of supervision, assistance and example in the task.
2, the process of general task battle plan
1) Bill report filing.
2) Disposal of S accounts, missed accounts, bad debts, suspicious credit cards and other accounts.
3) Weekly task planning and summary.
4) Monthly attendance and scheduling, etc.
3. Actively learn automatic management.
1) automatically handle the sudden harvest situation and deal with all kinds of hardships in colleagues' tasks.
2) Take the lead and lead employees to perform tasks and obligations assigned by subordinates.
3) Constantly look for ways to change employees' initiative, encourage employees to exert their greatest enthusiasm and potential, and improve service quality.
4) Check more. Correct defects and faults in time.
5) Create excellent mission aviation. Let employees help each other and connect differences.
6) Do employees' ideological work automatically, be good at colluding with others and be able to reconcile. Give it care and sponsorship.
4. Self-improvement and progress
1) Learn the same skills, such as interview, ethics and writing.
2) change your mind.
Learn to control emotions, complain less, be calm and elegant, and be calm and depressed. Analyze everything carefully, consider it carefully and deal with it arbitrarily.
3) Cultivate the tense tasks and obligations of planting and promotion, do not refuse, and do not look for words.
4) Learn how to stop useful management.
5) Establish superior interpersonal relationships.
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