2015年酒店前厅部年终工作总结及2016年工作计划2.doc

2015年酒店前厅部年终工作总结及2016年工作计划working summary reached ministry of 201 201 antechamber 2015 the job planned 2016 2015, antechamber ministry falls in the right leader of hotel general manager, in departmental door support energetically cooperate to fall, below sectional employee joint efforts, give priority to in order to sell management, from take government of business of fire control security, aggrandizement seriously, reduce management cost, the respect such as care staff life began to begin the work, better land is finished managed an end 2015, each job also gained remarkable success. do following summary with respect to main 2015 job now: one, adjust market strategy, enlarge member amount, increase hotel profit. adjust market strategy, enlarge member amount, increase hotel profit. promote politic accrual 2015 before the hotel will add up to in november recieve domestic guest person-time, the budget is entered before guest room will close in november 10 thousand yuan, the hotel finishs 10 thousand yuan actually, before finishing estimated in november % , above quota 10 thousand yuan. because sell the move of centre of gravity, hotel before 2015 will come to come loose in november guest income 10 thousand yuan, enter a night to add up to a night, average room price yuan / , occupy at present the of guest room gross income, relatively before 2010 11 months come to come loose guest income falls somewhat, antechamber ministry supports energetically in what the hotel leads below, member of active promotion, sale gets stuck, up to to the end of november we in all work off member gets stuck piece, give piece, add up to piece, the member blocks sales revenue 10 thousand yuan. the promotion of the member was created in the sale of member market for the hotel surmount before beautiful accomplishment, before in november member income 10 thousand yuan, enter a night to add up to a night, average room price yuan / , occupy at present the of guest room gross income, market of the member that finish is estimated % , income and photograph of accumulative total of member market the corresponding period was compared last year increase 10 thousand yuan. 2, height takes work of fire control security seriously, safe production of base oneself upon. height takes work of fire control security seriously, safe production of base oneself upon. the fire control safety of the hotel is crucial, hotel annual organizes entire store 3 times to undertake fire drill, strengthen the put out a fire to every employee to provide disaster relief the education of ability, at the same time the branch still strengthened the go on a tour of inspection that reachs circumjacent area to hotel interior, search fire control blind angle seriously, eliminate hidden danger of fire control safety, discover the problem is handled in time, stricter requirement is worth class manager to ambulate more, diligent discovery, when schedule careful go on a tour of inspection every corner, arrive deep each branches, severe check fire control to violate compasses act, ensure the normal operation of the hotel, ensure the person of accommodation guest is safe. the hotel borders 2 annulus road on the west postern bridge, from tian an men, medium nanhai, country endowment appoint wait for national ministries and commissions closer, because this is safe the chongzhongzhi that the job is our routine more is heavy, the hotel was made from the beginning of the year a series of safety administration demand, let every employee realize the value of secure job. each safety that the branch joins substation and police station organization actively still grooms and the conference, each requirement that allots to its gives carry out and fulfil, hold regular meeting regularly, strengthen downstage from personnel of course of study groom, according to the requirement of apanage police station, had caught communicate, decorate, fulfil, each job such as examination, assessment, the branch still strengthened evening shift to be on duty the management of the manager, implement system of go on a tour of inspection strictly, severe check each safe hidden trouble, the public house is leading each inspection that tens of second successes will accept branch of relevant administration function in november. 3, pay interior government greatly, aggrandizement vocational training. pay interior government greatly, aggrandizement vocational training. come one year, we from beginning to end had done seriously book, recieve wait for a service to regard the job as the key, pass reasonable platoon house, rise to lead, with the service of enthusiastic satisfaction, tarry arrives each guests of inn. the branch wrote antechamber ministry to recieve flow and systematic operation manual in the beginning of the year, united a branch to serve a standard, to groom, examination, supervise, assessment establish according to, normative employee service operates circuit, make antechamber all sorts of services are more fluent, the standard is more specific, make a service more careful change, standardization. good service quality is those who assure first-class service is essential, raising satisfaction of service level, guest to spend is our long-term job, the branch is held regularly groom the conference, strengthen employee rank construction hard, the technical ability that enhances pair of new employee on one hand grooms and the part is changed, total knot analyses them the problem in the job and service state, raise their service level, emphasize old stuff on the other hand in action of the dominant in day-to-day professional work, share experience actively with new employee, the whole of stimulative branch serves horizontal promotion, the branch still asks to be worth class manager to participate in field service directly, the problem that appears to the spot gives be corrected in time and hint, have a record to typical issue and mirror in time to relevant branch chief, analyse problem germ, make settle way, jam administrative flaw. 4, broaden sources of income and reduce expenditure, reduce management cost. broaden sources of income and reduce expenditure, reduce management cost. management cost to answer the call of group and hotel, achieve “ broaden sources of income and reduce expenditure, dispute the goal that achieves benefit ” , branch from catch interior management to begin, adopt all sorts of different kind to control cost expenses, managing charge. the branch changes early or late the receipt presswork with original hotel, the office such as a4 and zhang only paper uses tasted norms, reduce presswork and purchase cost, strengthen the management of office things, ask office things set limit to is used, put an end to the wasteful phenomenon of office things, undertake to the running stores that can reclaim reasonable use again, advocate office paper positive and negative double-faced use, pay attention to the management using phone of public section at the same time, dominate the light switch time of old hall, floor reasonably according to the circumstance such as weather, thereby huge reduced the expenditure that the hotel is handling general articles for use and energy side. antechamber ministry transfers early or late 3 are on duty the manager is used change shifts breathing space heads for fire control card charges in fire control of school study, pass an entrance examination, in order to replace the original member that room watch accuses in singular fire control, achieve one hillock much can, huge is managing the manpower resource of the hotel, saved the manpower expenditure of the hotel. 5, care staff lives, attention hotel develops smoothly. care staff lives, attention hotel develops smoothly. fair land treats each employee, build a care, accredit and valued atmosphere for employee, care the job of employee and life, inspect employee to be the asset with the most valuable hotel, fairness offers the opportunity that groom and expands for every employee. the branch smokes manager of tone pitch class and business backbone benefit to use the job of sectional manager post that changes shifts to attend to establish by the company with breathing space to groom class, learn advanced professional knowledge and administrative concept, all attending groom staff learns hard, complete assessment with outstanding achievement and obtained letter of corresponding complete a course, in returning an unit to learn place knowledge to handle real work, promoted integral professional skill, improved administrative quality of whole, also brought bigger profit to the hotel. antechamber job content is multifarious, involve an area wide, employee actuating pressure is great, be aimed at this one characteristic, antechamber ministry emphasizes wanting to care the life of employee from beginning to end, create relaxed and pleasant work atmosphere for employee. above all, height of hotel management layer takes employee dormitory seriously, the construction of employee dining-room, the hotel throws capital to undertake transforming face-lifting to dormitory of male and female and employee dining-room early or late, provide easy living environment and repast environment for employee, build the domestic ” outside home “ for employee truly. wait for sectional organization several times to guide employee to go out with guest room in ministry of the antechamber inside year next outing, picked live in order to abound the amateur of employee, make they experienced a hotel the warmth of this big family, the branch is on duty manager above administrator often seeks their heart-to-heart talk, encourage them, make they can receive new job with better working position, at the same time we ask no matter administrator plays in professional ability and humanness must have example effect, encounter difficulty to must rush with service personnel in forefront, ease the actuating pressure of employee, develop a branch from on the good general mood to next make concerted efforts, share happiness and woe, make employee charges minute of ground accredit public house, make they maintain stability, healthy state of mind thereby, assure the quality that serves to the guest. 6, the inadequacy that exists in the job: what exist in the job is insufficient: 1, after we are undertaking grooming to employee, employee also had the knowledge of deeper administrative levels to groomed content, but because lack an unified supervisory mechanism, caused groom the effect not beautiful, although authority is clear, understand, but in working actually, do so that reach the designated position not quite, virtually also affected service quality. 2, appearance appearance, courteous ceremony, the superintend and director in routine guides strength is insufficient, after needing to increase, strength is examined mediumly in routine. the job planned 2016: the job planned 2016: 1, attention customer demand, the active and actual demand that reflects a customer to ranking leader, adjust strategic train of thought to provide a basis for the leader. 2, each directive that continues to carry out branch of ranking concerned function strictly to allot, do well further fire control, safe, dimension is certain wait for the job. 3, the communication that strengthens the respect such as antechamber and sale, guest room, financial, project is harmonious, the carry out room that makes good plan sex, control a house, inside accuse and care and maintenance and clean job. 4, the working policy that decides in the light of division system, the ceaseless and perfect, management system that replaces a branch, achieve responsibility to be punished clearly to person, award reach the designated position, accomplish clear, clear, reasonable, rigorous with maneuverability, make complete member active consciousness is abided by. 5, the service detail that pays attention to employee, serve to begin from fine point, p