Work plans of hotel departments

In order to implement the central idea of the head office leaders: "train a group of professionals for five-star hotels". Therefore, this year is a crucial year for our hotel to further improve the quality and service skills of employees, and it is also the top priority of our work. In the coming year, I will lead all the staff of the hotel to complete the management objectives set by the head office and improve the service quality, management level and economic benefits of the hotel. Formulate the hotel's business plan, development plan and business policy, formulate the hotel's business management objectives and guide the implementation.

Since1October 3 165438+ was successfully accepted by our company, due to the unfavorable factors of early operation, the work was not smooth and the operation situation was not optimistic. In order to improve and strengthen the internal management and operation of the hotel, the work plans of all departments of the hotel are formulated:

I. Marketing Department

The hotel marketing department is the functional department responsible for handling public relations and sales business, and it is an important window for the hotel to improve its popularity and establish a good public image. It plays an important role in promoting the hotel to clear marketing channels, open up markets and improve economic and social benefits.

According to the work function of the marketing department, we have formulated the following work plan:

1, establish a hotel marketing public relations communication network.

One of the key tasks this year is to establish a perfect customer file, classify the guests according to the key customers who sign the bill, the customers they receive and the customers with development potential, and record the customer's unit, contact person's name, address, annual consumption amount and discounts given to the unit in detail, so as to establish and keep in touch with important customers such as government agencies, enterprises and institutions, business celebrities and entrepreneurs. In order to consolidate old customers and develop new customers, we will not only pay regular and irregular sales visits to customers, but also send our blessings to customers by telephone, messaging and other platforms at the end of the year or on major holidays and birthdays. Strengthen emotional communication with customers and listen to their opinions.

2. Develop and innovate, and establish a flexible incentive marketing mechanism.

This year, the marketing department will cooperate with the overall new marketing system of the hotel, formulate and improve the sales task plan and performance appraisal management implementation rules of the marketing department, and stimulate and mobilize the enthusiasm of marketing personnel. Marketing representatives keep diaries, strive for group and individual customers through various means, stabilize old customers and develop new customers, and collect customers' opinions and suggestions in time during their visits and feed them back to relevant departments and general managers.

3. Improve the service attitude and business level of marketing representatives.

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 distinctive 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.

4. 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.

5. Building Shangrao people's homeland in Nanchang.

With the help of the preferential conditions of Nanchang office, a series of related promotional activities are carried out, and all ID cards in Shangrao area can enjoy preferential hotel room rates.

Second, the engineering department

The engineering department is the key department of the hotel to increase revenue and reduce expenditure, which requires high quality of employees. Because the engineering department is the technical department of water collection, electricity, refrigeration, boiler and decoration, it is necessary to cultivate the sense of responsibility of each employee, and also require employees to have a solid technical theoretical foundation and technological operation level. Without theory, they don't know how to use electricity safely and economically, how to use energy rationally, and how to save energy through high-speed technical parameters. If you don't know the process operation, you can't guarantee the maintenance quality and the safe operation of large power equipment, and even cause safety accidents of large power equipment.

In the new year, the engineering department will stick to the standing meeting and class meeting every Tuesday morning. In addition to making good work arrangements, we should also spend time focusing on learning the relevant operating rules and professional theoretical knowledge of flight. Through learning, every employee should have a deeper understanding of the equipment and power supply and water supply system of the department. Arrange a spot check on employees every quarter to form a fashionable atmosphere of consciously learning business knowledge, and record the assessment results as an important basis for evaluating employees in the future.

1. Maintenance of power and power equipment and environmental sanitation in the workplace of this department.

Adhere to the management of large-scale equipment by special personnel, implement it to individuals and form a system. Thoroughly clean and wash the appearance of the equipment once a week, so that the surface of the equipment will not accumulate soil, keep bright, and timely remove rust and touch up paint. Clean and refuel the internal structure of power equipment regularly according to the requirements of the manual. Ensure that the equipment integrity rate is 100%. Completely eliminate dripping, running, running, blocking and electrical switch protection failure.

2, adhere to the duty post responsibility system, completes the handover procedures. Adhere to the good habit of handing over shifts every morning and provide a good sanitary environment with high quality.

3. Open source and reduce expenditure

According to the season and climate change, adjust and correct various technical parameters in time. On the basis of ensuring and meeting the requirements of guests for air conditioning water and hot water, adjust the water temperature and water flow to reduce heat consumption, save electricity and fuel as much as possible, and minimize cost consumption. Strive to reduce consumption by more than 10% compared with the same period.

Pay attention to the compensation of power factor. After the large-scale motor equipment is put into use, observe the change of cos in time and keep the co above 0.9, so as to achieve the purpose of saving electricity.

Record the daily consumption of water, electricity, oil and gas, analyze and summarize the reasons for consumption in time, find out the reasons for excessive consumption and take timely measures to eliminate it. When providing relevant receipts conducive to decision-making, make weekly and monthly reports for the general manager's reference.

At the end of each month, the meter reading records of water and electricity users outside the library should be made on time, and reported to the financial department in time, and the water and electricity charges should be recovered in time with the financial department, and the water meters, pipelines and electrical lines should be managed and supervised, and the phenomenon of stealing water and electricity should be resolutely refused to prevent water and electricity losses.

Make good use of maintenance materials, which must be signed by the maintenance department when leaving the warehouse, so as to ensure that the materials are returned to their original owners, and the procedures are complete to prevent the loss and waste of maintenance materials.

4. Humanized management

Care about employees' lives, do our best to help employees solve their leisure difficulties in life, be United and friendly, and let each employee feel warm in this big family, thus stimulating the enthusiasm and importance of each employee, which is more conducive to the future work.

5. Ensure the normal operation of electric power and power equipment, and cooperate with various departments to complete various maintenance tasks with good quality and quantity on time.

The temperature control switch and lighting remote control switch of the existing room air conditioner have high damage rate and are very expensive because of poor quality. If they are damaged again in the future, it is necessary to gradually replace the simple and cheap switch panel and gradually transform the existing lines to be economical and practical.

Do a good job in preparing for the opening of the central air conditioner in summer, and conduct a system cleaning and debugging of the central air conditioner unit from the end of April to the beginning of May to ensure that the central air conditioner is put into use at any time.

Third, the administrative office

1, do a good job in employee recruitment and internal staffing.

The administrative office will continue to recruit according to the vacancy situation of the department, forming a principle: "internal transfer first, then external recruitment", which can provide more room for employees to be promoted or developed, so that some basic employees can study in different departments or positions of the hotel and cultivate talents in all aspects.

2. Increase staff training.

Next year, the administrative office will focus on strengthening staff training. In order to improve the quality and ability of employees and meet the needs of the hotel and employees' personal development, the administrative office will formulate relevant training management regulations next year to cooperate with various departments of the hotel to carry out daily training. Do a good job in employee training, make the training course a charger for employees, and cultivate high-quality professionals for the hotel.

3, do a good job in the logistics of employees, do a good job in the staff canteen, let employees eat delicious staff meals. And build a new Shangrao business hotel and establish a new image according to the corporate culture of strongman.

4. Establish a performance evaluation system

In order to improve the enthusiasm of employees, develop their potential, and break the negative style of doing more and doing less, doing well and doing badly, and doing the same as not doing it. The administrative office will establish employee performance appraisal work, cooperate with various departments to assess employees' skills and skills, establish a new system, and adopt the system of survival of the fittest to motivate employees to achieve the goal of survival of the fittest.

5, do a good job in employee relations

Go deep into the grass-roots staff, communicate with them more, understand their ideological trends, establish a harmonious and equal relationship, create a sense of belonging that can make employees feel at home in the hotel, and improve the cohesion and centripetal force of the hotel.

Fourthly, the Housing Department.

1. The core of business is to create products, and the core of hotels is to create services. In daily service, employees are required to follow simple, convenient, fast, agile and high-quality service standards, and housekeeping department will also provide "five hearts" service.

Jane: Work procedures should be as simple as possible, work instructions should be as simple and clear as possible, and feedback should be concise and to the point.

Convenience: make guests feel convenient everywhere from entering the store to leaving it.

Speed: We should meet the needs of guests as soon as possible.

Jay: The waiter should be quick-witted, understand and respond to the courtesy of the guests quickly, and then serve the guests.

Good: After receiving the service, guests should feel that "things" are worth the money. Things are hotel products, that is, services

Five-heart service:

Careful service to key guests, dedicated service to ordinary guests, considerate service to special guests, patient service to critical guests and enthusiastic service to difficult guests.

2. Cultivate employees' observation ability, provide personalized services and build service brands.

With the development of the industry, the competition of hotels in Nanchang is becoming more and more fierce, and there are more than a dozen hotels around our hotel. Our hotel management concept and service concept need to be constantly updated. It is not enough to satisfy customers, but also to make them unforgettable. This requires providing personalized services on the basis of standardized services. Hotel service pays attention to "thinking what guests think and being anxious about what guests are anxious about". Service personnel should pay attention to observation, guess the guest's psychology, and provide service as quickly as possible when the guest has not said his requirements.

3. Vigorously advocate energy saving and consumption reduction, and earnestly implement the saving reward system.

Because the housekeeping department has a large area, a wide range and many equipment, there are many projects that need to be maintained. In order to urge and strengthen energy-saving maintenance, cultivate employees' awareness of saving environmental protection, and put an end to the phenomenon of ever-burning lamps and running water, our department will implement the saving award system.

Verb (abbreviation for verb) security department

1, we should start with the quality of personnel, ideological quality and professional technology, and establish a security team that can come at the call and fight when it comes.

2. Do a good job in fire prevention, theft prevention and accident prevention in the hotel, do a good job in fire protection knowledge training with various departments, and sign a fire protection responsibility letter, so that everyone in the hotel has a burden on their shoulders and everyone has a safe and secure atmosphere in their hearts.

3. Improve and abide by various rules and regulations, dress appropriately in the post, be civilized and polite, establish an image, and show the guests a new look.

4. As a hotel security guard, we should strictly perform various duties, conscientiously implement the "three defenses" measures, implement the responsibility to the post and the people, and implement the internal assessment system such as the accountability system and the last elimination system.

In a word, in the new year, all the staff of our hotel will work with a new starting point, a new image and a new style. Under the correct leadership of the head office, all departments of our hotel will cooperate closely and unite as one, and work hard for the development and take-off of the hotel!