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Summary of hotel marketing in the first half of 2022 1
The first half of 20 years is coming to an end. Looking back on the work in the first half of 20__, there are fruitful joys, difficulties in tackling key problems with colleagues, and melancholy when encountering difficulties and setbacks. Time flies, unconsciously, the second half of 20__ full of hope is coming. It can be said that the first half of 20__ is a crucial year for the company to promote industry reform, project start-up, market expansion and sustainable development. The work in the first half of this year is summarized as follows:
After such a tense and orderly half year, I feel that my work skills have reached a new level. I have a clear plan and steps in every job, a direction of action, and a goal of work. I am really confident! Basically, we are busy but not chaotic, tight but not scattered, clear in organization and clear in everything, and fundamentally get rid of the phenomenon of just working hard and not knowing how to sum up experience when we first joined the work. In this way, I walked into this half year from infinite busyness, and walked out of this half year from infinite ease. Moreover, while working, I also understand the truth of dealing with people, and how important it is to have a good attitude, enthusiasm for work and sense of responsibility in comparison. In the first half of 20 years, the company experienced a lot, summed up the work for half a year, and came into contact with many new things and things during the work for half a year. In my daily work, I always ask myself to proceed from reality, adhere to high standards and strict requirements, and strive to improve my professional quality and moral quality.
Generally speaking, there are still some shortcomings and problems to be solved urgently, mainly manifested in the lack of learning new things, often acting by experience in work, and relying on previous work routines to deal with problems, which is manifested in the lack of bold innovation in work.
The next step is to innovate constantly in the future work, communicate with colleagues around us in time, listen to the opinions of colleagues and leaders around us and implement them in the work. I will continue to work hard in the next work, report my thoughts and feelings in my work to the leaders, and correct and make up for my shortcomings and defects in time. We need unity to strengthen our work and cooperation to achieve success and push our work forward! I believe: under the correct leadership of the superior, the future of the company is like an eagle, flying high.
Summary of Hotel Marketing in the First Half of 2022 II
Over the past six months, with the correct leadership of the general manager and the close cooperation of other departments, the sales department has basically completed the tasks in the first half of this year. The work of this department has gradually matured. In this half year, 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 the first half of 20__, the sales department was mainly responsible for the sales of personal business guests and meetings. Due to the limitation of the hotel's geographical location, the occupancy rate of individual business guests is low. The annual occupancy rate of business guests in the sales department is: we strengthen the sales of business guests, visit important companies to sign business agreements, make different sales plans according to different seasons, and visit customers in a targeted manner. For example, in the tourist season, we take the ground pick-up team to a better travel agency. 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.
In 20 years, I worked as a sales manager in a hotel, which provided bargaining chips for the sales department, and at the same time improved the overall level of our hotel to a higher level, which was beneficial to the sales work of the hotel.
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. At present, * * * has signed network cooperation agreements with _ _ online booking companies. We increase the commission ratio of important network companies, and use their publicity to let more guests know more about business hotels through the network, such as Ctrip, E Long, Hengzhong Zhongwei and other network companies;
At the same time, during this year, we received various conferences, large, medium and small. 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 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, external sales need to be strengthened, and now we have relatively few individual customers;
2. Lack of timely understanding of meeting information;
3, sometimes not careful enough in the reception work, not paying enough attention to some details, not considering the problem comprehensively 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.
Summary of Hotel Marketing in the First Half of 2022 3
Half a year's work is coming to an end. This is a good first half. In the first half of this year, the work and performance of our hotel increased greatly compared with the same period last year. Therefore, we must strive to innovate in the second half of this year, and continue to make greater efforts on the basis of the first half of this year to strive for better performance!
By reviewing and summarizing the work of the hotel in the first half of the year, we encourage and spur the whole store to enhance self-confidence, cheer up, carry forward achievements and rectify problems. The management objectives, business indicators and work plans for the new year will be formulated to guide the comprehensive development and concrete implementation of all the work of hotels and departments in the second half of 20__.
One, four-star standard, customer feedback, there are still three problems in the hotel.
After half a year's work, through the concerted efforts of Qi Xin in the whole store, the achievements are the main ones. But we can't ignore the existing problems. Some of these problems come from guest complaints and other feedback, and some are found by hotel quality inspection or departmental self-inspection. According to the standards of four-star hotels, the obvious problems and the necessity of rectification have been urgently put on the agenda of hotel leaders.
1. The service quality needs to be optimized. From many inspections and guest complaints, it is found that the service quality of employees in various departments and positions in the hotel is high and low horizontally and good and bad vertically. Day and night, usually on weekends, with or without leaders, it is difficult to achieve the same quality service. The recurring problem is that some employees in some departments or positions are untidy, polite and initiative, poor reception service and inflexible in gfd. In addition, careless cleaning and untimely equipment maintenance have also affected the overall service quality of the hotel.
2. The facilities and equipment are not perfect.
3. The management level needs to be improved. First, the comprehensive qualities of managers such as cultural literacy, professional knowledge, foreign language level and management ability are uneven; Second, the hotel has not yet worked out a set of standardized, systematic and feasible "management mode"; Third, individual behaviors of "rule by man" management and random management occur from time to time among some managers.
Second, scientific decision-making, with the concerted efforts of Qi Xin, the hotel achieves four points of performance every year.
According to the requirements of the center, the general manager team of the hotel formulated the work plan for the first half of the year, and put forward the overall work idea to guide all the work, that is, strive to achieve the goal of "three innovations" and accumulate "three advantages" in Qixin. The overall thinking determines scientific decision-making and guides the work in the first half of the year. Coupled with the promotion of "three standards in one" certification and evaluation, as well as the practice of various performance activities, the hotel general manager team led all department managers, supervisors and foremen, United all employees, and worked together with Qi Xin to make certain contributions in income generation, profit creation, excellence and stability, and achieved considerable results.
1, excellent service. By introducing brand management, the hotel strengthens the training of employees' basic code of conduct "gfd, smile and greet", strengthens the on-site supervision and quality inspection of management personnel, gradually improves the window image of reception departments and posts, and continuously improves the quality service level of employees. In addition, in the reception service of large-scale events, our sales department, front office, guest room, property, restaurant and other departments or positions all received letters of commendation from the event organizing Committee, all praising: "The warm and thoughtful service of hotel staff provided us with the necessary logistics support in our daily life, which enabled us to successfully complete this event."
2. Security creates stability. The hotel has achieved the "six defenses" such as daily fire prevention and theft prevention by formulating the security plan for large-scale events, and almost no accidents have occurred in the past six months. Under the care and guidance of the general manager of the hotel, store-level leaders hold feedback meetings of department managers every day to inform the situation and put forward requirements. The security department arranges cadres and employees to work overtime, patrol frequently and strictly prevent and control. With the cooperation of relevant departments, group prevention and control are carried out to ensure that all activities are foolproof and the hotel is safe and stable. The security class of the hotel security department was also rated as advanced class.
3. Operating to generate income. The hotel adjusts the sales staff, broadens the sales channels, introduces the room reward, and links the catering performance. Related business measures have increased operating income. The occupancy rate and average price of hotel rooms are higher than the average level of four-star hotels in the city.
4. Management creates profits. 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.
Third, keep pace with the times, improve development and make hotels stand out.
The general manager team of the hotel combines the actual situation of hotel operation, management and service, keeps pace with the times, improves the quality and changes the concept. Surviving in the wave of market competition makes the whole hotel field highlight gratifying changes in the second half of the year. Mainly manifested in the positive mental state of cadres and employees. The hotel general manager's general meeting and small meeting repeatedly emphasized that cadres and employees should have a sense of urgency, be self-motivated and cultivate "spirit". Hotel management service is not high-tech, and there is no profound knowledge. The key is people's subjective initiative, people's mental state, loyalty and dedication to hotels, and understanding and application of the true meaning of management and service. Store-level leaders also encourage and guide everyone to broaden their horizons, study hard and unite and cooperate by organizing various training exchanges for department managers, supervisors, foremen and employees. In the process of completing hotel management indicators, management objectives and reception tasks, realize your own value and feel the joy of life. Therefore, the phenomenon of mutual shirking and contempt among department managers is less, replaced by mutual information, mutual complementarity and mutual respect; If there are few people on leave and miss the routine security check twice a month and the quality check once a week, they will take the initiative to attend and check carefully. In some large-scale activities, under the example of store-level leaders, department managers lead supervisors, foreman and their employees to work overtime and work hard. Although they are very tired, they always stay in a mental state, which adds luster to the hotel's window image.
Fourth, brand management, the hotel focuses on eight major tasks.
In the first half of the year, in the process of implementing the "three standards in one" 6s management certification, the hotel held several special meetings, arranged training courses with different contents, and organized some inspections and pre-inspections. All these have greatly promoted and guided the hotel management to be more standardized. At the same time, the hotel introduced the successful experience of advanced hotels at home and abroad, and combined with the management objectives and work plans formulated at the beginning of the year, the hotel and various departments mainly grasped eight major tasks in the first half of the year.
(A) on the premise of quality, do a good job in room service.
1, team morning meeting. In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department has established a long-term package and a morning meeting system for individual teams according to the requirements of the hotel, arranged the work of the day, standardized the gfd of each employee, made all employees think alike, and ensured that all the work can be put in place. Summing up last week's work at the team weekly meeting, arranging and writing next week's work, and incorporating it into the contents of relevant hotel documents, fully embodies the "strict, detailed and practical" work style.
2. Security check. In addition to setting up a full-time person in charge of security in the department, safety knowledge training will be developed into a system in the first half of the year, reflecting different levels and contents. From the hotel's corresponding preventive measures and emergency treatment methods to the inspection requirements of various electrical appliances. , from the beginning. Clear the person in charge of safety in each area, paste it on the wall in the form of words, and emphasize the working principles of "whoever is in charge is responsible" and "joint management". Carefully observe and inspect hotel guests, visitors and passers-by to ensure that there are no omissions.
(two) to benefit as the goal, do a good job in sales.
1, personnel adjustment. Hotel sales department set up front desk and other positions, and only the sales staff gained a reputation in the first half of the year, which was more than twice that of star-rated hotels of the same size. The team of hotel general managers analyzes the reasons, and the key is people, which is the responsibility of the main managers. Therefore, the hotel decisively adjusted the sales manager and reduced the number of staff to five, which enhanced the sense of post competition and the sense of responsibility for active promotion.
2. Broaden channels. The original decomposition index of the sales department depends on people and lacks scientific basis. It is difficult for the hotel to complete the business indicators on schedule. In view of the poor market research, reasonable positioning and channel division in the first half of the year, the general manager team studied and approved the "sales plan" for the second half of the year after adjusting the department managers. Among them, on the basis of the original three natural sales channels, such as agreement company, online booking and door-to-door individual, we have expanded and increased channels such as exhibitions, teams, peers and membership cards, and set up special personnel to take charge of the channels, and break down the indicators according to the proportion of the tourists of each channel to the total tourists of the hotel. In this way, first, the channel division is scientific; second, the decomposition index is reasonable; third, it can stimulate everyone's sense of responsibility and initiative in promotion; fourth, it can gradually reduce staff and increase efficiency; fifth, it can obviously promote the improvement of sales performance.
3, the room has a reward. According to the hotel's marketing strategy of positioning itself as a business-oriented characteristic hotel, focusing on receiving business guests and individual customers of the agreement company, supplemented by the online booking and exhibition team, and referring to some successful experiences of peer hotels, the general manager team has formulated a certain percentage of commission reward for the front desk receptionist of the sales department after selling the house at a price higher than that of the agreement company.
(3) Taking reform as the driving force, do a good job in catering.
1, performance linked. Although the restaurant is a department post of the hotel, it is the first to enter the market track in terms of management system, and the restaurant formally implements the performance-linked reform measures, that is, the restaurant's operating income index is approved as 10000 yuan/month, and the total salary is controlled at 10000 yuan/month. Under certain expense and gross profit rate standards, if the income target is overfulfilled or unfinished, the corresponding proportion of total wages will be deducted according to the proportion of completed or unfinished. This performance-oriented approach, on the one hand, brings invisible pressure to the managers, waiters, chefs and other personnel in the restaurant kitchen, and brings some negative effects, such as lack of ideological work or improper management; On the other hand, let everyone turn pressure into motivation, promote restaurants and kitchens to do business promotion consciously and actively, and create more benefits. For example, restaurants open summer night markets, increase breakfast varieties and so on.
2. compete for posts. In addition to the reform of distribution policy, the employment mechanism is also more flexible. Managers can go up and down, employees can go in and out, and they compete for posts according to their work performance. These are conducive to the smooth implementation of government decrees in hotels and departments and are prohibited. Of course, if the main managers are poor in quality or management, there will naturally be some bad consequences. But on the whole, restaurants put supervisors with excellent performance and ability into responsible positions, promote hard-working employees to foreman, and discourage incompetent supervisors, foreman and employees, which more or less promotes the development of restaurant work and provides a guarantee for management mechanism to achieve revenue goals.
3, tasting assessment. The hotel requires the chefs in the restaurant to create several new dishes every week or at least every other week. The store-level leaders and managers of relevant departments will try to grade the dishes, assess the professional level of the chefs, and suggest promoting new dishes that are basically satisfactory. Over the past six months, the restaurant * * * has introduced many new dishes, among which, iron ribs jiaozi, spicy beef tendon, Chinese drunken chicken, fresh game and green beans mixed with Flammulina velutipes are widely recognized by diners. In addition, the chefs who have passed the examination are commended and encouraged, and the chefs with poor business skills are required to be replaced in time.
(four) with the "Guide" as a reference, do a good job in training.
1, store-level lecture. According to the all-staff training plan formulated by the hotel at the beginning of the year, referring to the basic code of conduct of 20 words for employees' hospitality, the store-level leaders organized special training for department managers, supervisors, foreman and hospitality service personnel, focusing on training management quality, service awareness, polite hospitality and case analysis. In the first half of the year, * * * organized more than one batch of training, with about person-times. Through explanation, comment, communication, etc. Students have gained different degrees of understanding and promotion in their ideological understanding and daily work.
2. English teaching. In the first half of the year, the personnel training department regularly organizes the front desk departments and post personnel to conduct "Hotel Situational English" training, which lasts for 2 hours every Tuesday and Thursday. In the second half of the year, we will focus on the training and assessment of the English conversation ability of the front desk staff in restaurants and sales departments, so as to promote the hotel staff's awareness of learning English.
3. Departmental training. Each department organizes training in the hotel, and plans to train its employees on the "20-word policy" and job business content every month. For example, the front desk of the sales department should do a good job in training each position, so that "there is a theme every day and training every day". Train and assess the front office staff in stages and contents. Receptionist and cashier at the front desk use their spare time for training after work every morning; Supervisors and foremen are trained once every two weeks, and all front desk employees are trained once a month. The training content includes business knowledge, reception of foreign guests, sales promotion skills, case analysis, emergency problem handling, etc. Through training, the overall quality, English level, business level and customer satisfaction of employees have been improved. Over the past six months, various departments have organized training groups by themselves, with about 2,000 participants. The two-level training combined with hotels and departments has improved the overall ideological quality, service attitude and business reception ability of employees.
The first half of 20__ is coming, and we are full of confidence to usher in the second half of 20__. Here, the work, achievements, experience and shortcomings in the first half of the year are conducive to fostering strengths and avoiding weaknesses, striving for progress and striving for better results in the second half.
There must be a new atmosphere in the second half of the year. We can't stand still. We must blaze new trails and make our hotel bigger and stronger. There is no best, only better. Take the excellent hotels in the same industry as a reference, strive to catch up and realize the greatest improvement of our hotel performance!
Summary of Hotel Marketing in the First Half of 2022 4
Every employee working in a hotel has to face the guests directly, so the working attitude and service quality of our employees reflect the service level and governance level of a hotel. The cashier is the core part of this hotel. I know that my responsibility is great and my negligence will bring economic losses to the hotel. Therefore, in my work, I do every job conscientiously and responsibly, and actively learn more professional knowledge from other colleagues to strengthen my professional level. Only in this way can we make further progress in our business knowledge and service skills, and we can better provide quality services to our guests and make them overjoyed.
There is a saying that is very good! Elimination is really not because you are incompetent, but whether you care about your job. Yes, it's not that you are not qualified for this job, but that you don't like it, so you can't do it well. Everyone is really dissatisfied with their present situation, but why are some of these humble jobs successful, while others are getting worse every day, and the final result is to be eliminated. It's very simple, that is, different attitudes towards work.
In the process of communicating with guests, we should pay attention to etiquette and politeness. It's impolite to stare at a guest all the time when talking with him. We should keep eye contact with our guests from time to time. Listen to the guest's opinions, don't interrupt the guest's speech, and keep nodding your head during the listening to show your respect for the guest. Smile when facing the guests, especially when the guests criticize us, we must keep smiling. No matter how angry the guests are, our smiling faces will "put out the fire" for the guests, and many problems will be solved. As long as we keep smiling, we will get unexpected results. In my opinion, only by paying attention to details, starting from small things and starting from small things will we make our work better.
Hotels are like a big family, unpleasant little things will inevitably happen at work, so in daily work and life, I always pay attention to my words and deeds, take the initiative to deal with colleagues, respect others and win respect for myself. Everything goes well at home. Only in this way can our hotel make great progress.
In these days, I have grown a lot and learned a lot, but I have also deeply realized and realized the shortcomings.
1. The service lacks flexibility and initiative and is afraid of making mistakes.
2. When encountering unexpected events, I lack good psychological quality and can't handle things calmly.
The new year is about to begin, and I will be down-to-earth and do things seriously under the leadership of hotel leaders. Actively cooperate with the foreman, supervisor and leader to complete all the work, strive to improve their comprehensive quality, improve service quality, correct those deficiencies, strive for better development on the excellent platform of the group, and contribute their own modest contribution to the prosperity of the hotel.
Summary of Hotel Marketing in the First Half of 2022 5
_ _ _ Eco-hotel has been in trial operation for almost a year from land reclamation. In this year's work, thank you for asking questions at all levels and your colleagues' guidance and concern. Let me learn a lot of valuable things, let me constantly improve myself in my usual work and improve my ability to do things. In this year, through my unremitting efforts, I was recognized by the leaders and completed a role change.
As the head waiter in the bathing area of the bathing department, I also entered a brand-new working environment, in a brand-new environment. All work will start from scratch, and many things will be explored while doing, so that they can be comfortable in their work. I know I'm playing a connecting role and coordinating the left and right. What I do every day is also trivial work. It is my important task to straighten out the relationship as soon as possible and put myself into my work. It is my duty to fully cooperate with the daily work of the supervisor, which requires us to have a strong sense of work, a correct attitude, rapid work efficiency and comprehensive efforts. My daily duties are: 1. Carry out the instructions of the supervisor and manage my employees well.
2. Supervise the staff to serve the guests, organize the on-site deployment of staff, and ensure the service quality.
3. Check the gfd, courtesy and working attitude of the subordinate employees, and lead the subordinate employees to do a good job of sanitation and cleaning, and strictly record the attendance of the employees in this class.
4, responsible for the recipients of the team's goods, fill in the recipients list and submit it to the supervisor for review, and then receive custody.
5. Hold a pre-shift meeting regularly every day to convey the instructions and notices of our store and various departments, summarize the work situation and precautions of the previous shift, and put forward the service requirements of each position.
6. Regularly check the equipment and facilities in the area to ensure that the facilities and equipment in the business area are in good condition.
Our service is embodied in humanized service, striving for perfection and creating a feeling of being at home for our guests. I have less experience now, and I still have a lot to learn. Sometimes mistakes are inevitable in my work, and I will take a warning from the problems that arise. If I want to get good grades, I must be self-reliant and redouble my efforts. I always believe that speaking by strength is better than luck. The smooth development of daily work can not be separated from the concern of hotel leaders and the support of colleagues. The hotel is a big family, and its achievements have been achieved through the joint efforts of Qi Xin. The new year is a new starting point, and the past achievements will become history. We should make persistent efforts in our future work and strive to set new goals for ourselves, which will be carried out in the following aspects:
First, we will devote ourselves to maintaining the hotel guest relationship, actively promote the establishment of customer relationship management, and actively establish effective guest history files through our efforts, so that the guest management can be truly effective and scientific.
Secondly, it is an iterative process to transform customer information into positive customer relationship by establishing the idea of "customer-centered" and communicating with customers in a meaningful way to understand and influence customer behavior, so as to ultimately improve customer acquisition, customer retention, customer loyalty and customer profitability.
Third, you must set an example in the hotel, be dedicated, have a decent style and be elegant and generous. Self-confidence, decisiveness, composure, wisdom, liveliness, delicacy, sincerity and efficiency are the descriptions of the position of the foreman in the bath area, and they are also the self-requirements of the foreman. As the end of today's report, it is also used to encourage you, please consider it! Thank you!
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