First, the hotel's various institutional systems have been basically established, forming a more standardized personnel management. According to the overall requirements of the management system, various management rules and regulations, employee reward and punishment system and daily training management regulations have been improved, making daily management more institutionalized, standardized and operable. The first draft of employee handbook and other systems has been compiled. ?
In addition to improving the original human resource management system, according to the labor law and labor policies and regulations, combined with the actual situation of the hotel, the contents of rewards and punishments, assessment, transfer and selection, vacation, labor relations, etc. were clarified, and the labor and personnel management system was gradually improved. ?
Second, in order to meet the needs of hotel development and personal development of employees, vigorously strengthen training?
In order to continuously enhance the hotel's competitive strength, improve the quality and ability of employees, and meet the needs of the hotel and employees' personal development, the human resources department has formulated relevant training management regulations and implemented daily training inspections. Corresponding work has been done in training planning and coordination. ?
1, through careful organization, earnestly do all kinds of training work?
On-the-job training for new employees is conducted in two phases. More than 50 people participated in the first phase of hotel new employee training. After the management company came, it assisted the second employee training. ?
2. The daily training of each department has achieved remarkable results. ?
Taking the housekeeping department as an example, on the one hand, each team focuses on training employees' quality, work attitude and service etiquette; On the other hand, seriously implement the training plan of the month, complete the training tasks, and organize daily job business learning. ?
3. Organize employees to participate in competitions and check the education and training of employees. ?
Organized waiters to participate in Tengzhou employee skill competition, and won the second place in the group and the gold medal in the chef cooking competition. ?
Third, strictly "enforce the law" and effectively rectify violations of discipline?
Management and rewards and punishments are important measures and means to maintain the system. ?
Therefore, before the establishment of the quality inspection department, the human resources department strictly implemented various rules and regulations and employee codes, rewarding those who have made meritorious deeds and punishing those who have not, and everyone was equal before the system, thus safeguarding the normal interests of hotels and employees. ?
The human resources department takes a series of measures to solve the phenomenon of employees' violations, such as criticism and education, supervision and inspection, daily notification and fines. And strengthen quality inspection, strictly implement the implementation of various systems in the service area, and severely deal with violations of hotel regulations. ?
Fourth, strengthen management and streamline institutions. ?
20 17 is the year the boss changed. Combined with the management mode of Jining Hong Kong Hotel, our department has gradually formed a set of personnel management system that can reflect the new hotel itself. In terms of organizational structure, based on the principle of simplification, necessity and rationality, a reasonable three-level vertical management model has been set up according to the functions and powers of various departments, and the goals of streamlining the organization, fine personnel, few levels and high efficiency have been initially realized. ?
Hotel foreman work plan?
First, the hall site management?
1. Etiquette and politeness need to be practiced repeatedly at the daily meeting. Employees should use polite language when meeting guests, especially the cashier and regional service personnel at the front desk. They are required to apply etiquette and politeness to every point of their work, and employees should supervise each other and make progress together. ?
2. Adhere to the requirements of checking gfd before shift and gfd is unqualified .. Only when it is qualified can it be employed. If the post finds the appearance problem, it should be corrected immediately, supervise the use of hospitality etiquette, and cultivate employees' good mentality. ?
3. Strictly grasp the post positioning and service awareness, improve the service efficiency, fully equip the service personnel during the peak meal period, support the busy area at any time with the foreman or encouragement as the center, and other personnel perform their duties, clarify their respective work contents, and divide their work and cooperation. ?
4. Advocate efficient service, and require employees to serve guests as soon as possible when they need service. ?
5. Commodity management. From big pieces to small pieces, whether it is customer damage or natural damage, everything needs to be followed, documented, implemented, supervised, followed up and summarized. ?
6. Sanitary tube. Public * * * areas require cleaning personnel to clean up foreign objects or dirt immediately when they see them. The sanitary requirements of each area are that the sofa surface, surroundings, dining table and ground should be dust-free and water-stained, and placed neatly without inclination. 7. During meal time, when guests arrive at the store, they often queue up and show impatience. At this time, it is necessary for the head waiter to prepare for the reception before the reception peak, reduce the waiting time of the guests, and pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, seriously receive every table of guests, busy but not chaotic. ?
8. Buffet is a new item in the restaurant. In order to further improve the quality of buffet service, "buffet service" is formulated. Formulated the Practical Operation Plan, which further standardized the operation process and service standard of buffet service. ?
9. Establish a restaurant case collection system to reduce the probability of customer complaints and collect restaurant customers' complaints about service quality and quality as an important basis for improving daily management and service. All restaurant employees analyze and summarize the collected cases, and put forward solutions to the problems, so as to make the daily service more targeted and reduce the probability of customer complaints. ?
Second, the daily management of employees?
1. As an important part of restaurant employees, whether new employees can quickly integrate into the team and adjust their transition mentality will directly affect the service quality and team building. Conduct special training according to the characteristics and entry conditions of new employees. Please keep this mark of employees' mentality, face up to the role change and understand the characteristics of the catering industry. Let new employees make full mental preparation, alleviate the dissatisfaction caused by the unsuitable role change, and accelerate the pace of integration into the catering team. ?
2. Pay attention to the growth of employees, always pay attention to employees' mentality, keep good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work, find problems and solve them. ?
3, combined with the actual work to strengthen training, the purpose is to improve work efficiency, make management more standardized and effective. Combined with the case study of daily restaurant, the staff have a new understanding and understanding of daily service and formed a consensus on daily service consciousness. ?
Third, are there any shortcomings in the work?
1, in the process of work, the details are not enough, the work arrangement is not suitable, and the priorities are not very clear in the case of more work. ?
2. There is a lack of communication between departments, and problems are often discovered only after they have gone wrong. ?
3. There are not many interactive links in the training process, which reduces the vitality and vigor?
Four. 20 17 year work plan?
1, do a good job in internal personnel management. In management, the system is rigorous and the division of labor is clear. ?
2. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of the discussion, and make the service quality seminar an exchange for all service personnel, learn from each other, share service experience and stimulate their thoughts?
3. On the basis of the existing service level, innovate and upgrade the service, focus on service details and humanized service, improve the entry qualification of service personnel, improve the salary assessment and treatment standards of waiters, strengthen daily service, establish quality service windows, create service highlights, and innovate service brands on the basis of brands. ?
4, in the management of goods responsibility to people, rules to follow, well documented, someone to implement, someone to supervise. ?
5. Strengthen the maintenance of member customers. ?
Verb (abbreviation for verb) Planning, physical management and operation of restaurants?
1, strict management system, employment training system, clear job evaluation grade division, enhance employees' sense of competition, improve personal quality and work efficiency. ?
2. Enhance employees' welfare awareness, strengthen cost control and save expenses. Cultivate employees to develop good habits such as saving and using water and electricity. , found waste, stop in time and strictly implement the relevant punishment system. ?
3. Strengthen inter-departmental coordination. ?
4. Pay attention to food safety and hygiene, and pay special attention to various safety controls. ?
5. Carry out multi-channel publicity and promotion activities, and cooperate with surrounding companies to increase the membership rate. ?
Work plan of hotel front office supervisor?
(1) Assist the manager to do a good job in the overall operation of the front office, arrange employees reasonably, and arrange accommodation for store employees; ?
(2) Be able to do the regular meeting three times a day on time, and put forward the shortcomings of the day's work in the regular meeting, take corresponding countermeasures in time, and summarize the work of the day and make records; ?
(3) Make in-store worksheets. Let the front office staff work according to the worksheet of the day and mark the important things in the worksheet. The purpose of making the in-store worksheet is to better understand the tasks of the day and also to reflect the transparency and progress of the work; ?
(4) Grasp the daily passenger flow and turnover, make statistics on the weekly and monthly passenger flow, make corresponding marketing plans, and compare the weekly and monthly turnover at the same time, find out the shortcomings, make a summary and make corresponding countermeasures; ?
5] Do a good job in the "three ones" of fire safety in this department, and make a daily inspection, a weekly training and a monthly drill, and make corresponding records; ?
(6) supervise the escort service. Implement service procedures to meet the reasonable requirements of guests; ?
Participate in the reception work in the front office once, record the problems found in the work, and make corresponding improvement plans at the same time; ?
A training plan is being made. Carry out a series of training for employees correctly, further strengthen the problems found in the work and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics; ?
(9) Work closely with the cashier at the front desk to record the daily turnover. Grasp the collection of petty cash on the same day, arrange the change reasonably, and ensure the cashier to settle the account normally; ?
⑽ Handling of guest complaints. There are three types of complaints: face-to-face complaints, telephone complaints and written complaints. Hotels mainly complain face to face. No matter what kind of complaints, we must stand in the position of the guests, first of all, we must gain goodwill and trust. If we can solve the demands made by the guests face to face, we must solve them immediately. If it can't be solved, we should inform the superior leader at the first time, make corresponding solutions with the leader, and solve the problem for the guests at the first time. If a designated person complains, he should first ask the parties for information. If the problem can be solved within your own authority, solve it yourself. If it is beyond your working ability, you should immediately ask for instructions from the superior leader, truthfully reflect the situation, discuss the solution with the leader, put forward your own ideas for the guests at the first time, and inform the designated complainant of the handling opinions, and then apologize to the guests. Don't let the guests take away the dissatisfaction. This kind of customer complaint must be handled in a win-win situation for both the interests of the company and the guests. ?
Work plan of hotel catering manager?
First, the work plan?
1. Restaurant internal management?
(1) Participate in formulating reasonable annual business objectives of the restaurant, and lead all employees of the restaurant to actively achieve the business objectives. ?
(2) According to the market situation and the needs of different periods, discuss with the chef * * * to formulate the catering promotion plan, and collect the feedback from the guests in the implementation process to improve it. ?
(3) Formulate the post responsibilities and service standard process of employees, supervise and inspect restaurant managers and employees to serve customers according to service standards, and continuously improve service quality and work efficiency. ?
(4) Pay special attention to the construction of staff, grasp the ideological trends of employees, and provide excellent employees with opportunities for promotion and salary increase through the evaluation and assessment of employees. ?
(5) Assign special personnel to make employee training plans, organize employees to participate in various training activities, continuously improve employees' service skills, skills and service quality, and improve work efficiency. ?
(6) Hold a staff meeting of the restaurant at least once a month, analyze and report the monthly operating indicators and revenue and expenditure of the restaurant, and solve the existing problems; Listen to employees' opinions and suggestions on the internal management and external sales of the restaurant, and let employees participate in the management of the restaurant extensively. ?
(7) Work closely with the kitchen, check the quality of the dishes, give feedback to the guests in time, improve the quality of the dishes and meet the needs of the guests. ?
(8) Establish the material management system of the restaurant, strengthen the management of food raw materials and articles in the restaurant, as well as the collection and storage of food raw materials and articles, check whether the cost of food raw materials in the front hall and kitchen is too high, ensure that the transfer-in and transfer-out of various costs are reflected, and make rational use of water, electricity and other resources to reduce waste, reduce costs and increase profits. ?
(9) Pay special attention to the hygiene and safety of the restaurant, regularly check the cleanliness of the restaurant, clean up all areas of the restaurant, and provide guests with a comfortable and high-quality dining environment. ?
2. marketing?
(1) Vigorously publicize through various channels to increase the restaurant's visibility in the local area, establish a good image, build a strong brand and go deep into the market. ?
(2) solicit the opinions of the guests, handle the complaints of the guests and meet the requirements of the guests. ?
(3) Whether the enterprise can last for a long time depends on the appreciation and inheritance of culture, firmly grasping the corporate catering culture of * * *, showing the cultural theme and connotation of our restaurant from the aspects of decoration style, high-quality food and warm and thoughtful service, so that the restaurant has unlimited vitality. ?
3. Business strategy?
Our restaurant has a good geographical location, a good dining atmosphere and optimistic crowds and customers. At the same time, all kinds of fast food restaurants, noodle restaurants, seafood restaurants and Sichuan restaurants around us are our competitors to varying degrees. Only by improving the quality of our restaurant, especially the service quality, can we be in an advantageous position. ?
(1). While operating in an all-round way, we should introduce and develop our own characteristics, concentrate on making our signature products well, and only when our fists are clenched can we have strength. ?
(2) According to the leisure characteristics of the market, appropriately increase leisure and entertainment settings. ?
(3) While ensuring development and profitability, we should strengthen our struggle, expand the scale, open branches in different places and implement multi-store operation, which is our goal. ?
Second, staff training?
The purpose of training is to improve the professional quality of employees, improve the management level and service quality of catering enterprises by training employees in thought, voice, appearance, etiquette, physique, professional knowledge and business skills, so as to achieve the purpose of catering management. Therefore, new and old employees should receive the following training in turn:
1. Basic knowledge training of restaurants?
Including the restaurant's founding background, geographical location, architectural style, business philosophy, business characteristics, customer situation, organization, rules and regulations, hotel product knowledge and so on. Let the new employees have a comprehensive understanding of their "home", and the old employees can strengthen their work quality and take care of and help the new employees. ?
2. Restaurant etiquette training?
Including strict requirements on appearance, appearance, manners, expressions, eyes, language and movements, and how to respect the religious beliefs and customs of guests. All employees must be trained in etiquette and politeness knowledge before taking up their posts, and master the requirements of the restaurant for employees in the above aspects, so as to show respect to the guests and always meet their requirements in future work services. ?
3. Restaurant awareness training?
Consciousness determines people's behavior, and behavior forms habits. Therefore, when training employees, we should also cultivate their hotel awareness, such as service awareness, role awareness, quality awareness, team awareness, obedience awareness and so on. To put it simply, the so-called service consciousness is "guest consciousness", that is, employees should have guests in their hearts and eyes, always think of guests and meet their needs. Role awareness means that employees should understand the "role" they play at different times and occasions and the specific requirements given by this role. Quality awareness means that employees should be clear about the requirements of restaurant service quality, understand the characteristics of restaurant service, and establish the determination of "zero shortcomings" and "doing the work well at once". Serving guests is the real job of restaurant staff. Although the restaurant is divided into many different departments and different positions, their job responsibilities are basically different, but their purpose is the same: everything is for the guests. Therefore, employees should obey the needs of work and guests, cultivate team consciousness, and achieve "division of labor without separation". ?
4. Business training?
Business training for new employees can be carried out from both knowledge and skills. Knowledge should be sufficient, not too much and too deep, so as to help new employees work smoothly after taking up their posts; Skills focus on the specific operation process of this position, and try to let employees master the necessary service skills. In addition, employees should be trained in basic emergency ability to improve their ability to deal with unexpected problems. Catering products have the characteristics of synchronous production and consumption. The implementers and audiences of services are all people, and people are all kinds. Therefore, restaurant services are very random, and it is inevitable that there will be various unpredictable problems. Restaurant staff should have certain adaptability. If you encounter complaints from guests, you can take them seriously with the correct concept and deal with them according to scientific procedures and appropriate methods; Have a certain understanding of the safety management of restaurants, simply master the use of common safety facilities, properly and effectively handle emergencies, and minimize losses as much as possible. ?
Third, the manager position?
1. Patrol?
Patrol the whole department of the restaurant, backstage indirect service department, etc. , give work guidance, and find problems with keen professional vision and solve them in time?
2. Supervision and inspection?
Understand the implementation of various business operations through inquiries, meetings, on-site inspections, etc., and deal with various emergencies to avoid accidents. ?
3. report?
Participate in relevant regular meetings and business meetings, report on the implementation and progress of all the work of the Food and Beverage Department and the problems solved and coordinated by superiors, and report major emergencies to superiors at any time. ?
4. chair the meeting?
Convey the general manager's instructions to the Food and Beverage Department at the regular meeting, arrange specific implementation measures, check the implementation of the reception plan on the same day, arrange the work plan, business situation and improvement measures for the day after tomorrow, listen to the report, conduct internal coordination, and check and summarize the implementation of the work arranged at the last regular meeting. ?
5. communication?
Communicate with relevant functional departments of various business departments, communicate with all walks of life about related matters, communicate with subordinates, exchange ideas, exchange information, establish feelings and handle interpersonal relationships well. ?
6. Plan?
Formulate the objectives and plans of all departments of the food and beverage department, formulate daily work procedures, daily promotion plans and special promotion plans, and formulate raw material procurement plans, menu update and selection plans and employee training plans. ?
Hotel marketing work plan?
First, establish a hotel sales public relations communication network?
One of the key tasks this year is to establish a perfect customer file, classify the customers according to the key customers who sign the bill, the customers who receive the meeting and the customers with development potential, record the customer's unit, contact person's name, address, annual consumption amount and discounts given to the unit in detail, and establish and maintain business contacts with important customers such as government agencies, enterprises and institutions, businessmen, celebrities and entrepreneurs. In order to consolidate old customers and develop new customers, in addition to regular and irregular sales visits to customers, we plan to hold a large-scale customer appreciation liaison meeting at an appropriate time at the end of the year to strengthen emotional exchanges with customers and listen to their opinions. ?
Second, blaze new trails and establish a flexible incentive sales mechanism. Open up the market and win customers?
This year, the marketing department will cooperate with the new sales system of the hotel as a whole, re-formulate and improve the sales task plan and performance appraisal management implementation rules of the marketing department for XX years, and the sales representatives will keep a work diary. Every working day, they have to complete the second, third and fourth steps of visiting two new customers, three old customers and four contact numbers, and make a comprehensive assessment of the sales representatives according to the monthly sales task completion and work diary. Supervise sales representatives to win group and individual customers through various means, stabilize old customers and develop new customers, and collect customers' opinions and suggestions in time during the visit and feed them back to relevant departments and the general manager's office. ?
Emphasize team spirit, cooperate and help each other, and create a harmonious and positive work team. ?
Third, warm reception and thoughtful service?
Reception groups, conferences and customers should follow up all the time, provide "all-weather" service, pay attention to service image and appearance, be warm and thoughtful, and provide special and targeted services for all kinds of guests to meet their spiritual and material needs to the maximum extent. Make a questionnaire for conference activities, solicit customers' opinions, understand customers' needs, and adjust the marketing plan in time. ?
Fourth, do a good job in market research and promotion planning?
Often organize relevant department personnel to collect and understand the information of tourism, hotels, hotels and their corresponding industries, grasp the trend of their operation and reception services, and provide comprehensive, true and timely information for the general manager's office of hotels, so as to make marketing decisions and flexible promotion plans. ?
V. Close cooperation and active coordination?
Work closely with other departments of the hotel to give full play to the overall marketing vitality of the hotel and create benefits according to the needs of guests. ?
Strengthen the relationship with relevant publicity media and other units, make full use of various forms of advertisements to recommend hotels, publicize hotels, strive to improve the visibility of hotels, and strive for the support and cooperation of these public units for hotel work. ?
In XX years, under the correct leadership of hotel leaders, the sales department will strive to complete the annual sales task, blaze new trails, unite and work hard, and create a new image and new realm of the marketing department.