Summary of Hotel Manager's Work in the First Half of the Year

Model essay on hotel manager's work summary in the first half of the year

The first half of the year passed. Are you ready to summarize your work? Below, I compiled a short summary of the work of hotel managers in the first half of the year. Welcome to read!

Summary of the hotel manager's work in the first half of the year: under the correct leadership of the group company, xx Hotel persisted in developing business, improving the service quality of enterprises and paying close attention to management around the work ideas and objectives put forward at the beginning of the year. With the joint efforts of all staff, the operating income (including the property management center) from June to June was xxxx million yuan, up 2% and 9% year-on-year. Operating profit: xxxx million yuan, down12% year-on-year; (The reason for the decrease in profit is:

1, wage cost increases;

2. The cost of raw materials has risen;

3, engineering maintenance costs increase;

4. The hotel added linen bedding in the guest room, updated the staff's clothing, updated the guest room mattress, added a food cabinet in the guest room, updated the dining room tablecloth and updated some tableware in the dining room. In the past, we were the hotel with the best comprehensive facilities and geographical location in Xuanhan, which had certain market advantages. Now, with the intensification of market competition, new hotels are constantly opening. We will adjust our business ideas in time and strive to be the "best hotel in Xuanhan". We will constantly sum up the success or failure of the work in the first half of the year and strive to complete the annual objectives and tasks assigned by the Group.

First, strengthen education and training to improve the quality of employees.

After more than two years of operation, xx Hotel has basically entered a mature development path. In order to make better efforts to build a service brand and further establish the service concept of "all customer-centered". In the first half of the year, the hotel took civilized and standardized activities as the breakthrough point, "training is the theme of the hotel" and "quality is the life of hotel products" as the breakthrough point, and successively adopted the way of "please come in and go out" to pay close attention to the training and education of hotel employees, strengthen the quality of employees and continuously improve the service level.

1. By adopting centralized training, special training and individual guidance training, employees' hotel awareness has been greatly improved, service concept has been further deepened, and smiling with voices has become employees' conscious action. I have a vivid understanding of what personalized service is. From sensibility to rationality, the whole hotel has formed a good atmosphere of "all work is to satisfy guests". Thus, the pre-job training, departmental training and team training of employees have been comprehensively combed and improved from theory to practice.

2. Strengthen the weekly training of cadres above department manager and learn the professional knowledge of modern hotel management. Through systematic training and education, the knowledge connotation of managers has been greatly expanded, business skills and management awareness have been enhanced, and management quality has been further improved.

3, in order to promote the reasonable throttling of labor resources, strengthen the cooperation and cooperation between posts, focus on cultivating generalists, in order to effectively deal with and solve the emergency caused by the possible shortage of temporary staff in specific posts, so as to be prepared. We ask the human resources department to try a multi-functional staggered training and establish corresponding training records. So far, we have gained something from this work.

4. Implement the "first question responsibility system". According to their actual situation, each department has compiled some materials of "what should be known and what should be learned" and trained employees in time. Try to solve all the questions raised by the guests, answer any questions and put an end to prevarication. At the same time, through the morning training meeting of each post every day, the name of the meeting to be held in the hotel, important rooms, catering and other information will be informed, so that guests can get an answer when they enter the store to ask any employee.

5. In order to ensure the pertinence of the training, we carried out daily and uninterrupted comprehensive quality inspection. And establish and implement a three-level inspection system for departments, supervisors and foremen, standardize inspection contents, and promote all services in place. At the same time, the manager on duty supervises the hygiene of public * * * area and the manners and manners of employees every day, and the general manager's office leads the managers of all departments to conduct spot checks irregularly. Through quality inspection and timely and appropriate education, the training work is not limited to the classroom, and it is more practical and targeted.

6, according to the actual situation of the hotel, combined with the fire, etc., the implementation of hotel, department, team three-level safety training and education. The number of participants in the training accounts for more than 90% of the total number of hotel employees, so that employees can truly master the "three understandings and three meetings" of fire safety work and the handling methods of emergency plans. It has played a positive role in improving the management level of enterprises and the overall quality of the team.

7. While doing business training, pay attention to strengthening employees' professional awareness and improving professional ethics and quality. Let employees understand that providing warm, civilized, meticulous and thoughtful service to guests is not only a professional ethics requirement, but also our obligation; Understand the service concept of "everything is customer-centered"; I understand that it is necessary to touch every guest who comes to the store with enthusiasm and integrity in order to win the full understanding and respect of the guests.

Second, strengthen marketing and constantly adjust the structure of customers.

In order to proceed from a long-term perspective, hotels should carefully balance economic growth and sustainable development in business and sales; Do a good job in price balance and customer structure adjustment, devote to the development of new customers, and maintain the stability and expansion of customer groups. And do a good job in the following aspects:

1, reasonable booking in peak season, maximizing sales.

2, the implementation of the agreement unit return visit system. According to the ranking of monthly sales report, the hotel designs the customer return visit table and selects the agreement unit for return visit. Through the return visit, we have narrowed the emotional distance with customers and effectively promoted the promotion of sales performance.

3. Do a good job in individual customer sales. Practice has proved that with the intensification of market competition, guests have more room to choose hotels. To improve the hotel's "marketing competitiveness", we must first innovate ideas, adjust business strategies and policies in time, optimize the design of our own products, make the strategy innovation changeable, and constantly innovate business policies according to different seasons, so as to continue to maintain a high level in the severe situation.

Third, refine service measures to improve customer satisfaction.

Service quality is directly related to the reputation and economic benefits of the hotel. To this end, we propose that the service work should develop in the direction of refinement and optimization, constantly strengthen the sense of service, and further improve the satisfaction of guests.

1. In order to continuously improve employees' business skills and comprehensive service level, enhance business communication among employees, and form a good atmosphere of comparison, learning, catching up and helping. In the first half of the year, a "Hotel Skills Competition" was held with the theme of "Training Internal Strength and Creating a Good Brand". All the contestants use their spare time to train and exchange ideas with each other. Through the competition, all departments have formed the understanding that good service attitude and excellent business skills are the fundamental guarantee to win customers and improve the economic and social benefits of the hotel. Only by constantly improving the comprehensive quality of all employees, so that every employee's behavior can be consciously combined with the interests of the hotel, can the hotel be guaranteed to be invincible in the fierce market competition forever.

2. In order to better guide the service personnel, correctly establish the hotel consciousness and service concept, and take the satisfaction of the guests as our working standard. We start with establishing the image of the window and improve the level of business reception. For example, the staff at the front desk take "work in my hands and service in my heart" as the purpose; Greet and receive every guest with a unique sweet smile; Solve all the problems raised by the guests with the "first question responsibility system"; Win "repeat customers" with "caring, caring, reassuring, caring and sincere" quality service. It presents a new industry trend of Excellence and dedication.

3. In order to promote the development of personalized service, all departments use the morning meeting time to exchange business skills such as "what I did for the guests, what I gained and what I experienced", so that employees can learn from each other's strengths, improve together and constantly expand new ways of personalized service. At the same time, all departments are required to dissect the quality cases around them, and analyze and comment on the collected representative classic cases (complaints or praises) from different angles and sides. Through the classic case analysis, we examine our service from the customer's point of view, find out what is not in place in providing services to customers, and thus find out the root cause of the problems in service quality. So that other departments can reduce repeated mistakes in future services and form resource sharing.

4. In order to improve the service and management level of the hotel, do a good job in standardized management and standardized services, and further reflect the nuances and details of the study abroad service. Employees are required to be good at grasping the best service opportunity by observing before the guests speak, understand the preferences of the guests, and provide advanced and excellent personalized services for the guests. For example, whenever a guest arrives at the store, our waiter will actively and enthusiastically communicate with the guest, get more detailed information and provide targeted services for the guest. When a guest with a baby in his arms checks in, both the front desk and the floor attendant will take the initiative to ask if it is necessary to add a crib. When staying in the guest's birthday, the waiter will take the initiative to send a fruit and a heartfelt blessing. Some long-term guests will remember their living habits and provide them with services in time after each stay. It is these meticulous, humanized and personalized services that make guests feel that the software and hardware services provided by the hotel are natural and decent, and that guests in different places feel the warmth of "home".

Fourth, standardize management and promote the healthy and orderly development of enterprises.

1. In the first half of the year, according to the actual situation of the hotel, the hotel management practice was formulated. Modify and improve the financial management system, strengthen the supervision and control of finance; The provisions have implemented the approval authority, reception standards and approval procedures for public relations reception; The accounting operation of the front desk is further standardized on the basis of the original regulations; At the same time, the system of "four real registration", "front desk registration" and "foreign registration management" has been implemented to ensure that the accommodation registration is comprehensive and thorough. Make the hotel management more standardized, the reception capacity more excellent, and strive to integrate with the modern enterprise management system.

2. Make full use of the internal information management system to establish the guest history file. Through customer historical files, strengthen the quantitative analysis of customer characteristics and historical consumption, tap customer consumption potential, improve sales volume and sales profit, and provide favorable decision-making basis for management. At the same time, understanding the guest's situation through the guest's historical files is conducive to better providing personalized service for the guests and making them feel at home.

3. In order to carry forward the corporate culture and rally people's hearts, in the first half of the year, the hotel carried out a series of colorful activities of employees' spiritual and cultural life, such as: mountaineering activities to bid farewell to the old year and welcome the new year, New Year's gala, outdoor tug-of-war competition on March 8th Women's Day, grave-sweeping activities to commemorate the martyr Tomb-Sweeping Day, spring outing activities for various departments to study abroad, "hotel skills" competition with the theme of "practicing internal skills and creating brands" and competitions with enterprises. Through these activities, employees are encouraged to devote themselves to their work, improve themselves in the competition, and realize their value with hard work and wisdom. In addition, we are carrying out the selection activities of outstanding employees and model employees. Besides salary promotion and appropriate rewards, we also organize them to visit and study in peer hotels. And use the publicity column of the staff canteen to dynamically publicize the "people and things" of our staff, and show the entrepreneurial spirit of the hotel to unite and strive to keep pace with the times. Promote the development of the hotel "building service brand and creating quality service", thus reflecting the vitality and vitality of the hotel. Recently, we organized and carried out the selection activities of outstanding personnel such as sales elite, smiling angel, fastest growth and progress, and promoted team spirit among employees. Because the hotel fully realizes that stable and rich human resources are the most important vitality for enterprise development. To this end, we have always been "people-oriented" and carried out people-oriented management, which has promoted the basic stability of the workforce. Since its opening, nearly 70% of employees have worked for more than one year. It has become the conscious action and creed of hotel staff to provide guests with "feel at home" quality service and expect the hotel to be better tomorrow. At the same time, pay attention to the study of middle-level cadres and teams, and stipulate that cadres at or above the division level should read at least two books and write two experiences every year, and make an assessment at the end of the year. This year, we organized the reading of "Letter to Garcia" and "From Excellent to Excellent". Starting with creating the learning atmosphere of the team, we can further stimulate employees' learning awareness and enthusiasm, master solid skills and knowledge, and establish the concept of lifelong learning. So as to truly build the enterprise into a learning enterprise full of vitality and vitality; A healthy, progressive and cohesive group.

4. In order to create operating profit to the maximum, we regard increasing revenue and reducing expenditure as an important task. Through excellent service, advocate all employees to establish the consciousness of "saving energy and reducing consumption, everyone is responsible". And according to the characteristics of each department, do a good job in cost control: First, make full use of information management and establish an internal LAN. The related matters, documents, notices, quality inspection and rectification requirements of the hotel on that day are read and processed by all departments through the internal transmission system. And publish the usage of telephone charges of various departments on the internal LAN every month, so that employees can consciously raise their awareness of saving and reduce expenses. Second, energy consumption such as water, electricity, gas and diesel can be effectively saved through local transformation of electricity, water and air conditioning systems. Secondly, self-service maintenance of air-conditioning cooling towers, transformers and other equipment and electrical appliances saves maintenance costs and reduces the failure rate to zero. Third, in the process of purchasing and supplying, two-level management is implemented to compare the price and quality of purchased goods, effectively reducing the price of purchased raw materials. Control the inventory quantity reasonably, especially for the products with quality problems in inventory, contact the manufacturer to return the goods in time to avoid losses. Fourth, pay attention to the maintenance of guest room settings, and timely recycle the consumables available in the guest room for internal secondary use. And compare the monthly statement separately to control the consumption of consumables and cleaning agents. Through a series of effective measures, hotel expenses have been greatly reduced.

5. Safety is an important measure to ensure the service process. At the hotel work conference at the beginning of the year, the hotel signed a letter of responsibility for safety precautions with various departments, successively adjusted the organizations of the fire prevention committee and the obligatory fire brigade, set up a leading group for fire prevention publicity and education and a fire prevention publicity team, and established a responsibility system for public security, fire prevention and safety production with "graded management, graded responsibility, consistent rights and responsibilities, and respective responsibilities", which promoted the work of safety, inspection, publicity and education, and made the responsibilities more clear and perfect. At the same time, strictly implement the "four real registration" system to achieve real name, real time, real number and authenticity, which has been commended by the Public Security Bureau and the fire brigade many times. In the first half of the year, the hotel was rated as an advanced unit of xx fire control and public security by the county fire brigade. Achieved the goal of "zero" in criminal cases, fires and industrial accidents.

6. The quality of cadres is the key to the development of enterprises. While paying attention to the quality of employees, we attach great importance to the construction of cadres: strengthen the quality construction of hotel leadership from the aspects of learning, unity and honesty, and enhance the work vitality of the team. In strict accordance with the principle of "collective leadership, democratic centralism, individual deliberation and meeting decision", we will give full play to the supervisory role of employees and promote the standardization of collective leadership, focusing on the openness of enterprise affairs and source management. Honesty and self-discipline, code of conduct, to ensure the orderly work of enterprises.

Looking back on the work of hotels and property service centers in the past six months, we still have many shortcomings, especially the property service center. I'm deeply sorry about that. On behalf of all the staff of the hotel, I apologize for the lack of logistics services and cooperation between the head office and the brother branch in the previous work.

Summary of the work of the hotel manager in the first half of the year: with the guidance and help of the manager and manager Lai, the housekeeping department of Fan xx Hotel has completed all the work since the first half of the year, and made some progress, but there are still some shortcomings:

highlight

1. culture

1. Complete the study and assessment of two SOP processes every month, organize employees to carry out training in a unified way, and each team leader will strengthen the assessment of team employees, thus enhancing employees' business skills and improving their quality and professionalism.

2. The team should understand the knowledge of training and assessment, make a training schedule according to the requirements of the department, arrange employees to study according to the schedule, and then the team will conduct assessment.

3. Conduct case training early every day to improve employees' ability to solve and deal with problems. Analyze vivid cases of posts to avoid the recurrence of such cases and improve service quality.

4, in view of the shortcomings found in the work, arrange special training. The foreman should organize employees to conduct on-site training and guidance for the irregular placement of items found in unannounced visits; In view of the present situation that there are many items left behind for a period of time, the staff are arranged to carry out ward round training to guide the staff to find blind spots that are easy to ignore in ward round.

5. The cross-training of room service and switchboard personnel has been carried out in batches since April. Through the cross-learning between the employees of the two positions, the professional level and comprehensive quality have been improved, and they are also familiar with the workflow and operational skills of each position, which is convenient for the smooth merger of the two positions in the next stage.

Second, management.

1, the occupancy rate has remained high since the first half of the year, especially in March and April, when the post overcame the serious shortage of staff, all the staff working outside worked overtime to help each other and completed the cleaning and customer service work. The lack of principals leads to a large area in charge, which affects the quality of control. Since April, the third floor (7-9) has been assigned to Colin Company to assist in inspection and control, which has reduced the workload of principals, and the health quality and personalized service have been stable since the cooperation.

3, make a special health plan, room health corner to fill the table. In view of the decline in health quality since the first half of the year and the lack of personnel to carry out various health plans, the post has formulated a special health plan, requiring each employee to complete the special plan while completing his own workload. Although there was some resistance at first, through continuous publicity, it was finally understood by all the staff.

4. The sales awareness of the post has been continuously enhanced. During the period of1-May, the post workers completed the contribution of room and meal, exceeding the assessment index of the department. The sales consciousness of grass-roots employees has made great progress.

5. The arrangement, innovation and implementation of normalized cases have made personalized services constantly innovative and follow-up, which has won unanimous praise from guests. For long-term guests and VIP guests, special shampoo and bath are provided, special mouse pads are added, and plastic wrap is provided on each floor to facilitate employees to provide personalized services for guests, and special small gifts (Wang Zi steamed buns) are provided for guests on holidays. Through our continuous efforts, personalized service has become the biggest highlight and advantage of housekeeping department.

Three. reception service

1. Successfully completed the reception work of each Golden Week, and all positions cooperated closely and followed up as planned. All the assessment indicators have been completed, and basically "0" complaints about service quality and "0" accidents have occurred. At the same time, they have also accumulated some experience in golden week reception;

The opening of Fuxia EMU since February and May has brought us a large number of passengers. After a period of reception work, the post worked out the summary and ideas of customer reception for EMU, which provided guidance for the next stage of work.

3. Effective follow-up of government butler service. Since the first half of the year, the station has sent a number of butlers to follow up VIP guests and groups, which has gained a good reputation. While doing a good job of reception, the butlers actively promoted the sales products such as room delivery in the hotel, which increased their income; At the same time, actively assist the hotel conference housekeeper to do the work of conference assistant housekeeper and complete the conference reception of each batch;

4. The post should make plans for different reception work in advance, basically form a convention, and achieve good results;

5. Innovate the layout of honeymoon rooms and increase the selling points of hotel products.

Summary of Hotel Manager's Work in the First Half of the Year: Fan Wensan himself, General Manager of xx Club and General Manager of xxx Hotel, under the leadership of Chairman xxxx and Sheng Da Headquarters, led all the staff of the two hotels to complete various business management indicators formulated by the head office, which improved the service quality, management level and economic benefits of the hotels. Work report for the first half of 20xx.

First, establish the hotel's business plan, development plan and business policy, formulate the hotel's business management objectives, and guide the implementation.

Since the opening of the Holiday Club, affected by various factors, the business situation is not optimistic. The formulation of 20xx annual development plan and business policy is centered on improving business conditions. In the year of 20xx, it is basically judged that Chinese food, western food and guest rooms are the mainstay of the club, supplemented by clubs, swimming pools and other supporting facilities. Strengthening marketing, refining services and improving products are the basic operating principles of the hotel, so as to improve the overall profitability of the hotel.

In 20xx, the original planned income of the club was RMB xxxx, the actual income was RMB xxxx, and the completion rate was RMB xxxx. Excluding the influence of Chinese food income, the club's planned income xxxx, actual income xxx and completion rate xxxx. Among them, the planned income of western food is xxxx yuan, the actual income is xxxx yuan, the completion rate is 1xxxx, the planned income of room is xxxx yuan, the actual completion is xxxx yuan, and the completion rate is xxxx.

In order to promote housing and cost, the club mainly takes the following measures to ensure the continuous growth of its business:

1. added the title of free swimming to the guests, and launched a preferential activity of giving five rooms swimming tickets a month to business rooms to encourage business companies to book and publicize the newly opened swimming pool.

2. In view of the low pre-sale of houses in late June, breakfast will be given to individuals and enterprises, and the weekend price will be lowered for travel agencies to attract guests.

3. Position the western restaurant as a high-level western restaurant with a strong view of the north, refine the service and strengthen the production. Seize the May Day Golden Week, and from May 1, adjust the price of western restaurants again, raise the buffet lunch price to xxxx, and launch a new afternoon tea project to jump the queue.

4. The operation of the club has not reached the target, mainly because the income of Chinese food is far from the plan. In the second half of the year, the food situation in China was extremely pessimistic. At the decision of Sheng Da Co., Ltd., it announced its closure on September 1 1. It symbolizes that the club will get rid of the shackles of Chinese food, go into battle lightly, and the goal of turning losses is not far away.

5. Leading the formulation and planning of Chinese and Western festivals to reach the peak of income generation.

Second, preside over the formulation and improvement of hotel rules and regulations, establish and improve the internal organizational system, coordinate the relationship between departments, and establish an internal fair and effective operating mechanism.

In order to gradually bring the daily operation of the hotel into a planned, guided, tracked and summarized management system, effectively combine the planning work with emergency work, establish clear work objectives, and require all departments to break the procedural work track system, and plan and implement all the work according to the planned steps through monthly summary and planning. Establish a monthly work report system, and evaluate the heads of various departments through the implementation of the work.

At the beginning of the establishment of the hotel, various systems were not perfect, and the perfection of the system and the exact establishment of various working procedures can only be gradually completed in a long period of practice. Therefore, the establishment of the system is also a long-term and complicated work. Now the work of this department has been basically completed, and the post procedures and processes of the club have been formulated. The standardization and institutionalization of hotel management is the foundation of hotel development. Since 20xx, the hotel management has defined the overall norms and standards of the hotel, and has successively issued relevant procedural and standardized management documents.

In the aspect of target assessment, on the one hand, it is assessed according to the implemented assessment measures; On the other hand, the work summary meeting of last month/quarter will be held every month to summarize the actual implementation progress and put forward the problems that need to be solved, so that all the work can be implemented, which also serves as the basis for inspection by various ministries.

Three, study and grasp the changes and development of the market, formulate the market expansion and price system, timely put forward the phased work focus, and guide the implementation.

The change of the market has nothing to do with the development of the hotel. Based on this, the club closely follows the pulse of the market and puts forward the priorities of each stage in time:

1 month set the price and contract version of individual business, long private rooms, conference rooms and travel agency rooms of 20xx.

Zhongchun plans Valentine's Day activities and promotions, strengthens financial management, formulates warehouse management system, and implements separate management of switchboard and service center.

In March, according to the seasonal changes, the preferential policies of Zone A and Zone B of Jinhaiyue Hall were adjusted, which reduced the gifts and improved the service effect of Zone C.. Pay close attention to the marketing work, implement the hotel marketing plan, and do a good job in the distribution of sales obligations. Formulate the workflow and reward and punishment system of western restaurants. Formulate the articles of association of xxx membership card.

In April, improve the errata of post responsibilities of the hotel department, draw up the work flow of the hotel department, carry out the preparations for the opening of the swimming pool, and complete the rooftop deployment of the western restaurant. Organize marketing staff to sell diamond cards and discount cards, and plan Mother's Day activities.

In May, a new menu was compiled, seasonal dishes were changed, the service function of Chinese food area C was changed, and the executive package was launched. We strengthened the sales of swimming pools, repaired the water leakage in guest rooms and bathrooms, repaired the smallpox and moldy wallpaper in western restaurants, repaired Chinese and western kitchens, and cleaned the dust-proof net of Chinese food air conditioners. Realize the outdoor inkjet advertising production of the east and outer walls of the economic building. Plan preferential activities for Children's Day on June 1st.

In June, we reorganized the staffing of Chinese food, continued to employ excellent marketing personnel, carried out the Dragon Boat Festival and Children's Day celebrations, adjusted the summer products of western restaurants, and completed the ordering and printing of hotel brochures.

In July, in order to save costs, the hotel purchased some materials by itself, promoted new Chinese dishes, and launched western-style selected afternoon tea and summer drinks. Sellable towels have been added in the guest room to distinguish the colors of disposable items in the guest room. Start leakage maintenance of guest rooms.

In August, the hotel elevator was painted and replaced, the central air conditioner and boiler were cleaned, and the disposable articles in the guest room were customized again. In September, according to the situation of Chinese food business, the Chinese food business was stopped in time, and personnel were dispersed, suppliers returned goods and assets were counted around the Chinese food business. At the same time, the western restaurant carried out Mid-Autumn Festival activities with the theme of climbing mountains and enjoying the moon, and achieved good results.

Do a good job in holding the Golden Week in 10, adjust the house price in time, and increase the operating income brought by holding the high-tech fair. In order to save energy and reduce consumption, the opening time of core air conditioning in autumn and winter is set.

1 1 month, some uniforms in the hotel were replaced and the fan coil units in the guest rooms were cleaned. At the same time, in order to improve the staff accommodation, the staff dormitory was moved from Li Antang to Shangbu, and the staff shuttle bus was cancelled.

/kloc-the office was relocated in October and February, and the hotel was comprehensively arranged and planned with emphasis on Christmas, which basically achieved the expected results.

Four, responsible for the training and use of middle and above managers, and supervise the training of the hotel.

As the backbone of the hotel, the middle-level managers of the hotel need a harmonious working environment, the strength identification of outstanding talents and respect for their personality to cultivate their outstanding talents. At present, the hotel adopts the principle of selecting talents according to their abilities, so that the talented people come first, the capable people come first and the wise people come first, give full play to the subjective initiative of talents, and strengthen supervision, restraint and management in a responsible attitude towards subordinates.

Training is of great significance for hotels to adapt to changes in the environment, meet the needs of market competition, meet the needs of employees' own development and improve the efficiency of hotels. Through training, the skills and comprehensive quality of employees can be improved, thus improving their work ethics and efficiency, reducing mistakes and landing costs and improving customer satisfaction; Employees understand and control their work with higher taste, and enhance their work confidence. For this reason, the club has carried out a lot of training work in 20xx, requiring all departments to make training plans every month. Taking the second quarter as an example, the cumulative training time was 242.5 hours, including1010.5 hours in April, 67.5 hours in Puyue and 73.5 hours in June. Even some training courses are 6 sessions/month, and the average training hours per person per month are about 8 hours, which is close to the upper-middle level of the training hours index of excellent enterprises.

The hotel has initially established a unified trainer system, and the human resources department has strengthened the talent leadership training for basic trainers, and organized "practical skills courses" and some basic management and professional knowledge courses. Strengthen the training and examination, and organize the preparation of *** 12 test papers for various positions in western food, front office, housekeeper, financial cashier and other departments. It will lay a foundation for the investigation of various positions such as regularization, transfer and promotion in the future.

Fifth, mobilize employees to brainstorm and do a good job in democratic management; Care about the life of employees, and constantly improve the working and professional environment of employees.

1. Set up the email address of the general manager and establish communication channels between employees and the general manager. Since the establishment of the general manager's mailbox, the club has received complaints from the following aspects throughout the year: in view of the work clothes mentioned by employees, the housekeeping department was immediately asked to order the summer uniforms of the engineering department.

In response to complaints from individual departments and employees and employees' claims, the hotel immediately evaluates and promptly cleans up unqualified personnel.

In response to employees' general complaints about poor food and inconvenient commuting, the club adopted the following methods:

1. Timely mediate the staff dormitory and move the staff dormitory from Li Antang, which is half an hour's drive, to Shangbu Industrial Zone. At present, employees only walk for ten minutes after work in high school, which is not limited by the shuttle bus time. The rest of employees has been fully guaranteed and fully affirmed by employees.

2. Staff dining is also a prominent problem. Originally contracted to Zhenghefeng Restaurant, in order to maximize profits, most of the food provided by this restaurant to employees is the surplus food in the sales area, which is not only bad in taste, but even spoiled food. Employees widely complain that they don't have enough to eat, and their work experience is affected, which is also one of the reasons for the high turnover rate of employees. In order to change this situation, the guiding layer of the club decided to hold its own staff meal in the office area on the 26th floor after discussion. Since the meal was started on February 6th, 65438, the food was clean and delicious, and was well received by the staff.

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