第/r/nPAGE/r/n11/r/n頁共/r/nNUMPAGES/r/n11/r/n頁/r/n2021年/r/n?/r/n10月下旬/r/n?/r/n賓館年度工/r/n?/r/n作總結(jié)/r/n_/r/n?/r/n__年即將/r/n?/r/n度過，我們/r/n?/r/n充滿信心地/r/n?/r/n迎來___/r/n?/r/n年。過去的/r/n?/r/n一年，是＃/r/n?/r/n＃勝利召開/r/n?/r/n、其會議精/r/n?/r/n神鼓舞全國/r/n?/r/n人民與時俱/r/n?/r/n進的一年，/r/n?/r/n是促進酒店/r/n?/r/n“安全、經(jīng)/r/n?/r/n營、服務(wù)”/r/n?/r/n三大主題的/r/n?/r/n一年，也是/r/n?/r/n酒店全年營/r/n?/r/n收及利潤指/r/n?/r/n標完成得較/r/n?/r/n為理想的一/r/n?/r/n年。值此辭/r/n?/r/n舊迎新之際/r/n?/r/n，有必要回/r/n?/r/n顧總結(jié)過去/r/n?/r/n一年的工作/r/n?/r/n、成績、經(jīng)/r/n?/r/n驗及不足，/r/n?/r/n以利于揚長/r/n?/r/n避短，奮發(fā)/r/n?/r/n進取，在新/r/n?/r/n一年里努力/r/n?/r/n再創(chuàng)佳績。/r/n?/r/n一、科學/r/n?/r/n決策，齊心/r/n?/r/n協(xié)力，酒店/r/n?/r/n年創(chuàng)四點業(yè)/r/n?/r/n績/r/n酒店總/r/n?/r/n經(jīng)理班子根/r/n?/r/n據(jù)中心的要/r/n?/r/n求，年初制/r/n?/r/n定了全年工/r/n?/r/n作計劃，提/r/n?/r/n出了指導各/r/n?/r/n項工作開展/r/n?/r/n的總體工作/r/n?/r/n思路，一是/r/n?/r/n努力實現(xiàn)“/r/n?/r/n三/r/n創(chuàng)目標”/r/n?/r/n，二是齊心/r/n?/r/n蓄積“三方/r/n?/r/n優(yōu)勢”等。/r/n?/r/n總體思路決/r/n?/r/n定著科學決/r/n?/r/n策，指導著/r/n?/r/n全年各項工/r/n?/r/n作的開展。/r/n?/r/n加之“三標/r/n?/r/n一體”認證/r/n?/r/n評審工作的/r/n?/r/n促進，以及/r/n?/r/n各項演出活/r/n?/r/n動的實操，/r/n?/r/n尤其下半年/r/n?/r/n___屆_/r/n?/r/n__中全會/r/n?/r/n強勁東風的/r/n?/r/n激勵，酒店/r/n?/r/n總經(jīng)理班子/r/n?/r/n帶領(lǐng)各部門/r/n?/r/n經(jīng)理及主管/r/n?/r/n、領(lǐng)班，團/r/n?/r/n結(jié)全體員工/r/n?/r/n，上下一致/r/n?/r/n，齊心協(xié)力/r/n?/r/n，在創(chuàng)收、/r/n?/r/n創(chuàng)利、創(chuàng)優(yōu)/r/n?/r/n、創(chuàng)穩(wěn)定方/r/n?/r/n面作出了一/r/n?/r/n定的貢獻，/r/n?/r/n取得了頗為/r/n?/r/n可觀的業(yè)績/r/n?/r/n。/r/n1、經(jīng)/r/n?/r/n營創(chuàng)收。酒/r/n?/r/n店通過調(diào)整/r/n?/r/n銷售人員、/r/n?/r/n拓寬銷售渠/r/n?/r/n道、推出房/r/n?/r/n提獎勵、餐/r/n?/r/n飲績效掛鉤/r/n?/r/n等/r/n相關(guān)經(jīng)/r/n?/r/n營措施，增/r/n?/r/n加了營業(yè)收/r/n?/r/n入。酒店全/r/n?/r/n年完成營收/r/n?/r/n為萬元，比/r/n?/r/n去年超額萬/r/n?/r/n元，超幅為/r/n?/r/n%；其中客/r/n?/r/n房收/r/n入為萬/r/n?/r/n元，寫字間/r/n?/r/n收入為萬元/r/n?/r/n，餐廳收入/r/n?/r/n萬元，其它/r/n?/r/n收入共萬元/r/n?/r/n。全年客房/r/n?/r/n平均出租率/r/n?/r/n為%，年均/r/n?/r/n房價元/間/r/n?/r/n夜。酒店客/r/n?/r/n房出租率和/r/n?/r/n平均房價，/r/n?/r/n皆高于全市/r/n?/r/n四星級酒店/r/n?/r/n的平均值管/r/n?/r/n理創(chuàng)利。酒/r/n?/r/n店通過狠抓/r/n?/r/n管理，深挖/r/n?/r/n潛力，節(jié)流/r/n?/r/n節(jié)支，合理/r/n?/r/n用工等，在/r/n?/r/n人工成本、/r/n?/r/n能源費用/r/n?/r/n、物料消耗/r/n?/r/n、采購庫管/r/n?/r/n等方面，倡/r/n?/r/n導節(jié)約，從/r/n?/r/n嚴控制。酒/r/n?/r/n店全年經(jīng)營/r/n?/r/n利潤為萬元/r/n?/r/n，經(jīng)營利潤/r/n?/r/n率為%，比/r/n?/r/n去年分別增/r/n?/r/n加萬元和%/r/n?/r/n。其中，人/r/n?/r/n工成本為萬/r/n?/r/n元，能源費/r/n?/r/n用為萬元，/r/n?/r/n物料消耗為/r/n?/r/n萬元，分別/r/n?/r/n占酒店總收/r/n?/r/n入的%、%/r/n?/r/n、%。比年/r/n?/r/n初預定指標/r/n?/r/n分別降低了/r/n?/r/n%、%、%/r/n?/r/n。/r/n3、服/r/n?/r/n務(wù)創(chuàng)優(yōu)。酒/r/n?/r/n店通過引進/r/n?/r/n品牌管理，/r/n?/r/n強化《/r/n員工/r/n?/r/n待客基本行/r/n?/r/n為準則》關(guān)/r/n?/r/n于“儀表、/r/n?/r/n微笑、問候/r/n?/r/n”等___/r/n?/r/n字內(nèi)容的培/r/n?/r/n訓，加強管/r/n?/r/n理人員的現(xiàn)/r/n?/r/n場督導和質(zhì)/r/n?/r/n量檢查，逐/r/n?/r/n步完善前臺/r/n?/r/n待客部門及/r/n?/r/n崗位的窗口/r/n?/r/n形象，不斷/r/n?/r/n提高員工的/r/n?/r/n優(yōu)質(zhì)服務(wù)水/r/n?/r/n準。因而，/r/n?/r/n今年___/r/n?/r/n月份由市旅/r/n?/r/n游局每年一/r/n?/r/n次___對/r/n?/r/n星級飯店明/r/n?/r/n查暗訪的打/r/n?/r/n分評比，我/r/n?/r/n店僅扣__/r/n?/r/n_分，獲得/r/n?/r/n優(yōu)質(zhì)服務(wù)較/r/n?/r/n高分值，在/r/n?/r/n本地區(qū)同星/r/n?/r/n級飯店中名/r/n?/r/n列前茅。此/r/n?/r/n外，在大型/r/n?/r/n活動的接待/r/n?/r/n服務(wù)中，我/r/n?/r/n店銷售、前/r/n?/r/n廳、客房、/r/n?/r/n物業(yè)、餐廳/r/n?/r/n等部門或崗/r/n?/r/n位，分別收/r/n?/r/n到了來自活/r/n?/r/n動組委的表/r/n?/r/n揚信，信中/r/n?/r/n皆贊揚道：/r/n?/r/n“酒店員工/r/n?/r/n熱情周到的/r/n?/r/n服務(wù)，給我/r/n?/r/n們的日常生/r/n?/r/n活提供了必/r/n?/r/n要的后勤保/r/n?/r/n障，使我們/r/n?/r/n能夠圓滿/r/n地/r/n?/r/n完成此次活/r/n?/r/n動?！?r/n4/r/n?/r/n、安全創(chuàng)穩(wěn)/r/n?/r/n定。酒店通/r/n?/r/n過制定“大/r/n?/r/n型活動安保/r/n?/r/n方案”等項/r/n?/r/n安全預案，/r/n?/r/n做到了日/r/n常/r/n?/r/n的防火、防/r/n?/r/n盜等“六防/r/n?/r/n”，全年幾/r/n?/r/n乎未發(fā)生一/r/n?/r/n件意外安全/r/n?/r/n事故。在酒/r/n?/r/n店總經(jīng)理的/r/n?/r/n關(guān)心指導下/r/n?/r/n，店級領(lǐng)導/r/n?/r/n每天召開部/r/n?/r/n門經(jīng)理反饋/r/n?/r/n會，通報情/r/n?/r/n況提出要求/r/n?/r/n。保安部安/r/n?/r/n排干部員工/r/n?/r/n加崗加時，/r/n?/r/n勤于巡邏，/r/n?/r/n嚴密防控。/r/n?/r/n在相關(guān)部門/r/n?/r/n的配合下，/r/n?/r/n群防群控，/r/n?/r/n確保了各項/r/n?/r/n活動萬無一/r/n?/r/n失和酒店忙/r/n?/r/n而不亂的安/r/n?/r/n全穩(wěn)定。酒/r/n?/r/n店保安部警/r/n?/r/n衛(wèi)班也因此/r/n?/r/n而被評為先/r/n?/r/n進班組。/r/n?/r/n二、與時俱/r/n?/r/n進，提升發(fā)/r/n?/r/n展，酒店突/r/n?/r/n顯改觀/r/n酒/r/n?/r/n店總經(jīng)理班/r/n?/r/n子率先垂范/r/n?/r/n，___指/r/n?/r/n導黨員干部/r/n?/r/n及全體員工/r/n?/r/n，認真學習/r/n?/r/n領(lǐng)會___/r/n?/r/n屆___中/r/n?/r/n全會精神。/r/n?/r/n結(jié)合酒店經(jīng)/r/n?/r/n營、管理、/r/n?/r/n服務(wù)等實際/r/n?/r/n情況，與時/r/n?/r/n俱進，提升/r/n?/r/n素質(zhì)，轉(zhuǎn)變/r/n?/r/n觀念。在市/r/n?/r/n場競爭的浪/r/n?/r/n潮中求生存/r/n?/r/n，使整個酒/r/n?/r/n店范圍下半/r/n?/r/n年度突顯了/r/n?/r/n可喜的改觀/r/n?/r/n。主要表現(xiàn)/r/n?/r/n在干部員工/r/n?/r/n精神狀態(tài)積/r/n?/r/n極向上。酒/r/n?/r/n店總經(jīng)理大/r/n?/r/n會、小會反/r/n?/r/n復強調(diào)，干/r/n?/r/n部員工要有/r/n?/r/n緊迫感，應(yīng)/r/n?/r/n具上進心，/r/n?/r/n培養(yǎng)“精氣/r/n?/r/n神”。酒店/r/n?/r/n的管理服務(wù)/r/n?/r/n不是高科技/r/n?/r/n，沒有什么/r/n?/r/n深奧的學問/r/n?/r/n。關(guān)鍵是人/r/n?/r/n的主觀能動/r/n?/r/n性，是人的/r/n?/r/n精神狀態(tài)，/r/n?/r/n是對酒店的/r/n?/r/n忠誠度和敬/r/n?/r/n業(yè)精神，是/r/n?/r/n對管理與服/r/n?/r/n務(wù)內(nèi)涵真諦/r/n?/r/n的理解及其/r/n?/r/n運用。店級/r/n?/r/n領(lǐng)導還通過/r/n?/r/n___對部/r/n?/r/n門經(jīng)理、主/r/n?/r/n管、領(lǐng)班及/r/n?/r/n員工的各項/r/n?/r/n培訓交流，/r/n?/r/n啟發(fā)引導大/r/n?/r/n家拓寬視野/r/n?/r/n，學習進取/r/n?/r/n，團結(jié)協(xié)作/r/n?/r/n。/r/n在完成酒/r/n?/r/n店經(jīng)營指標/r/n?/r/n、管理目標/r/n?/r/n和接待任務(wù)/r/n?/r/n的過程中實/r/n?/r/n現(xiàn)自身價值/r/n?/r/n，并感受人/r/n?/r/n生樂趣。因/r/n?/r/n而，部門經(jīng)/r/n?/r/n理之間相互/r/n?/r/n推諉和譏貶/r/n?/r/n的現(xiàn)象少了/r/n?/r/n，則代之以/r/n?/r/n互通信息、/r/n?/r/n互為補臺、/r/n?/r/n互相尊重；/r/n?/r/n酒店每月兩/r/n?/r/n次夜間例行/r/n?/r/n安檢和每周/r/n?/r/n一次質(zhì)量檢/r/n?/r/n查請假、缺/r/n?/r/n席的人少了/r/n?/r/n，則代之以/r/n?/r/n主動關(guān)心參/r/n?/r/n加、檢查仔/r/n?/r/n細認真等。/r/n?/r/n在一些大型/r/n?/r/n活動中，在/r/n?/r/n店級領(lǐng)導的/r/n?/r/n榜樣作用下/r/n?/r/n，部門經(jīng)理/r/n?/r/n帶領(lǐng)著主管/r/n?/r/n、領(lǐng)班及其/r/n?/r/n員工，加班/r/n?/r/n加點，任/r/n勞/r/n?/r/n任怨，工作/r/n?/r/n延長雖很疲/r/n?/r/n憊卻始終保/r/n?/r/n持振作的精/r/n?/r/n神狀態(tài)，為/r/n?/r/n酒店的窗口/r/n?/r/n形象增添了/r/n?/r/n光彩。/r/n三/r/n?/r/n、品牌管理/r/n?/r/n，酒店主抓/r/n?/r/n八大工作/r/n?/r/n在今年抓“/r/n?/r/n三標一體”/r/n?/r/n6s管理的/r/n?/r/n推行認證過/r/n?/r/n程中，酒店/r/n?/r/n召開/r/n了多次/r/n?/r/n專題會，安/r/n?/r/n排了不同內(nèi)/r/n?/r/n容的培訓課/r/n?/r/n，___了/r/n?/r/n一些驗審預/r/n?/r/n檢等。這些/r/n?/r/n極大促進并/r/n?/r/n指導了酒店/r/n?/r/n管理工作更/r/n?/r/n規(guī)范地開展/r/n?/r/n。同時，酒/r/n?/r/n店引進國內(nèi)/r/n?/r/n外先進酒店/r/n?/r/n成功經(jīng)驗，/r/n?/r/n結(jié)合年初制/r/n?/r/n定的管理目/r/n?/r/n標和工作計/r/n?/r/n劃，酒店及/r/n?/r/n各部門全年/r/n?/r/n主要抓了八/r/n?/r/n大工作。/r/n?/r/n（一）以效/r/n?/r/n益為目標，/r/n?/r/n抓好銷售工/r/n?/r/n作/r/n1、人/r/n?/r/n員調(diào)整。酒/r/n?/r/n店銷售部劃/r/n?/r/n開前臺等崗/r/n?/r/n位，僅銷售/r/n?/r/n人員上半年/r/n?/r/n就有名，是/r/n?/r/n同規(guī)模星級/r/n?/r/n酒店的__/r/n?/r/n_倍多。酒/r/n?/r/n店總經(jīng)理班/r/n?/r/n子分析原因/r/n?/r/n，關(guān)鍵是人/r/n?/r/n，是主要管/r/n?/r/n理人員的責/r/n?/r/n任。因此，/r/n?/r/n酒店果斷地/r/n?/r/n調(diào)整了銷售/r/n?/r/n部經(jīng)理，并/r/n?/r/n將人員減至/r/n?/r/n名，增強了/r/n?/r/n留下人員競/r/n?/r/n爭上崗意識/r/n?/r/n和主動促銷/r/n?/r/n的工作責任/r/n?/r/n心渠道拓寬/r/n?/r/n。銷售/r/n部原/r/n?/r/n來分解指標/r/n?/r/n因人而定，/r/n?/r/n缺少科學依/r/n?/r/n據(jù)。酒店下/r/n?/r/n達的經(jīng)營指/r/n?/r/n標卻難如期/r/n?/r/n完成。針對/r/n?/r/n上半年出現(xiàn)/r/n?/r/n的缺少市場/r/n?/r/n調(diào)研、合理/r/n?/r/n定位、渠道/r/n?/r/n劃分種種問/r/n?/r/n題，總經(jīng)理/r/n?/r/n班子在調(diào)整/r/n?/r/n了部門經(jīng)理/r/n?/r/n后，研究通/r/n?/r/n過了下半年/r/n?/r/n度的“銷售/r/n?/r/n方案”。其/r/n?/r/n中在原有協(xié)/r/n?/r/n議公司、網(wǎng)/r/n?/r/n絡(luò)訂房、上/r/n?/r/n門散客僅三/r/n?/r/n條自然銷售/r/n?/r/n渠道的基礎(chǔ)/r/n?/r/n上，拓展增/r/n?/r/n加了會展、/r/n?/r/n團隊、同行/r/n?/r/n、會員卡等/r/n?/r/n渠道，設(shè)渠/r/n?/r/n道主管專人/r/n?/r/n負責，并按/r/n?/r/n各渠道客源/r/n?/r/n應(yīng)占酒店總/r/n?/r/n客源的比例/r/n?/r/n，相應(yīng)地按/r/n?/r/n比例分解指/r/n?/r/n標。這樣，/r/n?/r/n一是劃分渠/r/n?/r/n道科學，二/r/n?/r/n為分解指標/r/n?/r/n合理，三能/r/n?/r/n激勵大家的/r/n?/r/n工作責任心/r/n?/r/n和促銷的主/r/n?/r/n動性，四可/r/n?/r/n逐步再次減/r/n?/r/n員增效，五/r/n?/r/n則明顯促進/r/n?/r/n了銷售業(yè)績/r/n?/r/n的提升。/r/n?/r/n3、房提獎/r/n?/r/n勵。根據(jù)本/r/n?/r/n酒店市場定/r/n?/r/n位為商務(wù)型/r/n?/r/n特色酒店，/r/n?/r/n以接待協(xié)議/r/n?/r/n公司商務(wù)客/r/n?/r/n人和上門散/r/n?/r/n客為主，/r/n以/r/n?/r/n網(wǎng)絡(luò)訂房、/r/n?/r/n會展團隊等/r/n?/r/n為輔的營銷/r/n?/r/n策略，總經(jīng)/r/n?/r/n理班子參照/r/n?/r/n同行酒店“/r/n?/r/n房提”的一/r/n?/r/n些成功經(jīng)驗/r/n?/r/n，制定了對/r/n?/r/n銷售部前臺/r/n?/r/n接待人員按/r/n?/r/n高出協(xié)議公/r/n?/r/n司價售房后/r/n?/r/n予以一定比/r/n?/r/n例提成的獎/r/n?/r/n勵。這一房/r/n?/r/n提獎勵政策/r/n?/r/n，極大地調(diào)/r/n?/r/n動了前臺接/r/n?/r/n待員促銷熱/r/n?/r/n情和服務(wù)態(tài)/r/n?/r/n度，使酒店/r/n?/r/n上門散客收/r/n?/r/n入由上半年/r/n?/r/n萬元升至下/r/n?/r/n半年萬元，/r/n?/r/n升幅約為%/r/n?/r/n。/r/n4、窗/r/n?/r/n口形象。銷/r/n?/r/n售部前廳除/r/n?/r/n充分利用酒/r/n?/r/n店給予的房/r/n?/r/n提政策，加/r/n?/r/n大促銷力度/r/n?/r/n外，還特別/r/n?/r/n重視塑造酒/r/n?/r/n店的窗口形/r/n?/r/n象。其一，/r/n?/r/n合理銷控房/r/n?/r/n間，保證酒/r/n?/r/n店利益最大/r/n?/r/n化。例如，/r/n?/r/n在今年的車/r/n?/r/n展、房展期/r/n?/r/n間，合理的/r/n?/r/n運作，保證/r/n?/r/n客人的滿意/r/n?/r/n，也保證了/r/n?/r/n酒店的最大/r/n?/r/n利益，連續(xù)/r/n?/r/n多天出租率/r/n?/r/n超過___/r/n?/r/n%，而平均/r/n?/r/n房價也有明/r/n?/r/n顯的提高。/r/n?/r/n其二，完善/r/n?/r/n工作流程，/r/n?/r/n確立各種檢/r/n?/r/n查制度。加/r/n?/r/n強對前廳在/r/n?/r/n接待結(jié)帳、/r/n?/r/n交接班等工/r/n?/r/n作流程上的/r/n?/r/n修訂完善，/r/n?/r/n尤其是結(jié)帳/r/n?/r/n時采用了“/r/n?/r/n賓客結(jié)算帳/r/n?/r/n單”，減少/r/n?/r/n了客人等待/r/n?/r/n結(jié)帳的時間/r/n?/r/n，改變了結(jié)/r/n?/r/n帳的繁瑣易/r/n?/r/n錯。加強主/r/n?/r/n管的現(xiàn)場督/r/n?/r/n導。通過增/r/n?/r/n加主管去前/r/n?/r/n臺的站臺時/r/n?/r/n間，及時解/r/n?/r/n決了客人的/r/n?/r/n各種疑難問/r/n?/r/n題，并對員/r/n?/r/n工的微笑服/r/n?/r/n務(wù)方面起到/r/n?/r/n了檢查督導/r/n?/r/n作用。加強/r/n?/r/n主管和領(lǐng)班/r/n?/r/n的雙檢查工/r/n?/r/n作。要求主/r/n?/r/n管和領(lǐng)班對/r/n?/r/n每天每班的/r/n?/r/n戶籍登記等/r/n?/r/n檢查并簽字/r/n?/r/n，增強主管/r/n?/r/n、/r/n領(lǐng)班的責/r/n?/r/n任心。今年/r/n?/r/n戶籍登記、/r/n?/r/n會客登記、/r/n?/r/n上網(wǎng)發(fā)送等/r/n?/r/n無發(fā)生一起/r/n?/r/n錯登漏登現(xiàn)/r/n?/r/n象。/r/n總之/r/n?/r/n，前廳部在/r/n?/r/n總經(jīng)理的帶/r/n?/r/n領(lǐng)下，層層/r/n?/r/n把關(guān)，狠抓/r/n?/r/n落實，把握/r/n?/r/n契機，高效/r/n?/r/n推銷，為酒/r/n?/r/n店創(chuàng)下了一/r/n?/r/n個又一個記/r/n?/r/n錄，上門散/r/n?/r/n客由原來占/r/n?/r/n客房總收入/r/n?/r/n的%提高到/r/n?/r/n%，最高日/r/n?/r/n創(chuàng)收為元，/r/n?/r/n最高日平均/r/n?/r/n房價為元；/r/n?/r/n全年接待賓/r/n?/r/n客萬人次，/r/n?/r/n接待外賓萬/r/n?/r/n人次。/r/n5/r/n?/r/n、投訴處理/r/n?/r/n。銷售部尤/r/n?/r/n其前廳崗位/r/n?/r/n，是酒店的/r/n?/r/n門面崗位，/r/n?/r/n也是客人/r/n咨/r/n?/r/n詢問題、反/r/n?/r/n映情況、提/r/n?/r/n出建議、投/r/n?/r/n訴不滿等較/r/n?/r/n為集中的地/r/n?/r/n方。本著“/r/n?/r/n賓客至上、/r/n?/r/n服務(wù)第一”/r/n?/r/n和“讓客人/r/n?/r/n完全滿意”/r/n?/r/n的宗旨，從/r/n?/r/n部門經(jīng)理到/r/n?/r/n主管、領(lǐng)班/r/n?/r/n，直至前臺/r/n?/r/n接待人員，/r/n?/r/n除了能做到/r/n?/r/n禮貌/r/n待客、/r/n?/r/n熱情服務(wù)外/r/n?/r/n，還能化解/r/n?/r/n矛盾，妥善/r/n?/r/n處理極大小/r/n?/r/n小的客人投/r/n?/r/n訴。一年來/r/n?/r/n，銷售部共/r/n?/r/n接待并處理/r/n?/r/n賓客投訴約/r/n?/r/n起，為酒店/r/n?/r/n減少經(jīng)濟損/r/n?/r/n失約元，爭/r/n?/r/n取了較多的/r/n?/r/n酒店回頭客/r/n?/r/n。此外，銷/r/n?/r/n售部按酒店/r/n?/r/n總經(jīng)理班子/r/n?/r/n的要求，開/r/n?/r/n始從被動銷/r/n?/r/n售到主動銷/r/n?/r/n售、從無序/r/n?/r/n工作到有序/r/n?/r/n工作、從低/r/n?/r/n效談判到中/r/n?/r/n效談判、從/r/n?/r/n無市場調(diào)研/r/n?/r/n分析等無基/r/n?/r/n礎(chǔ)管理到每/r/n?/r/n月一次市場/r/n?/r/n調(diào)研分析和/r/n?/r/n客戶送房排/r/n?/r/n名等等，直/r/n?/r/n接贏得了銷/r/n?/r/n售業(yè)績的顯/r/n?/r/n著回升。下/r/n?/r/n半年共創(chuàng)收/r/n?/r/n萬元，比上/r/n?/r/n半年增額萬/r/n?/r/n元，增幅約/r/n?/r/n為%。/r/n（/r/n?/r/n二）以改革/r/n?/r/n為動力，抓/r/n?/r/n好餐飲工作/r/n?/r/n1、績效/r/n?/r/n掛鉤。餐廳/r/n?/r/n雖然是酒店/r/n?/r/n的一個部門/r/n?/r/n崗位，但在/r/n?/r/n管理體制上/r/n?/r/n率先進入市/r/n?/r/n場軌道/r/n，績/r/n?/r/n效掛鉤的改/r/n?/r/n革舉措在該/r/n?/r/n餐廳正式推/r/n?/r/n行，即將餐/r/n?/r/n廳的經(jīng)營收/r/n?/r/n入指標核定/r/n?/r/n為萬元/月/r/n?/r/n，工資總額/r/n?/r/n控制為萬元/r/n?/r/n/月。在一/r/n?/r/n定的費用和/r/n?/r/n毛利率標準/r/n?/r/n下，若超額/r/n?/r/n完成或未完/r/n?/r/n成營收指標/r/n?/r/n，則按完成/r/n?/r/n或未完成的/r/n?/r/n比例扣除工/r/n?/r/n資總額的相/r/n?/r/n應(yīng)比例名額/r/n?/r/n。這種績效/r/n?/r/n掛鉤的做法/r/n?/r/n，一方面給/r/n?/r/n餐廳廚房的/r/n?/r/n管理者、服/r/n?/r/n務(wù)員、廚師/r/n?/r/n等人員以無/r/n?/r/n形的壓力，/r/n?/r/n思想工作欠/r/n?/r/n缺或管理不/r/n?/r/n得法等還會/r/n?/r/n帶來一些負/r/n?/r/n面的影響；/r/n?/r/n另一方面，/r/n?/r/n卻使大家變/r/n?/r/n壓力為動力/r/n?/r/n，促進餐廳/r/n?/r/n、廚房為多/r/n?/r/n創(chuàng)效益而自/r/n?/r/n覺主動地做/r/n?/r/n好經(jīng)營促銷/r/n?/r/n工作。如餐/r/n?/r/n廳增開夏季/r/n?/r/n夜市、增加/r/n?/r/n早餐品種等/r/n?/r/n等。/r/n2、/r/n?/r/n競聘上崗。/r/n?/r/n餐廳除了分/r/n?/r/n配政策作了/r/n?/r/n改革，用人/r/n?/r/n、用工機/r/n制/r/n?/r/n也較靈活。/r/n?/r/n管理者能上/r/n?/r/n能下，員工/r/n?/r/n能進能出，/r/n?/r/n依據(jù)工作表/r/n?/r/n現(xiàn)競聘上崗/r/n?/r/n等等，這些/r/n?/r/n皆利于酒店/r/n?/r/n及部門崗/r/n位/r/n?/r/n的政令暢通/r/n?/r/n，令行禁止/r/n?/r/n。當然，主/r/n?/r/n要管理者若/r/n?/r/n素質(zhì)欠佳或/r/n?/r/n管理不力，/r/n?/r/n也自然會產(chǎn)/r/n?/r/n生一些逆反/r/n?/r/n后果。但總/r/n?/r/n體看來，餐/r/n?/r/n廳將表現(xiàn)和/r/n?/r/n能力較優(yōu)秀/r/n?/r/n的主管安排/r/n?/r/n到負責崗位/r/n?/r/n，將認真工/r/n?/r/n作的員工提/r/n?/r/n為領(lǐng)班，將/r/n?/r/n不稱職的主/r/n?/r/n管、領(lǐng)班及/r/n?/r/n員工予以勸/r/n?/r/n退等，多多/r/n?/r/n少少推動了/r/n?/r/n餐廳各項工/r/n?/r/n作的開展，/r/n?/r/n為力爭完成/r/n?/r/n營收指標提/r/n?/r/n供了管理機/r/n?/r/n制等方面的/r/n?/r/n保證。/r/n3/r/n?/r/n、試菜考核/r/n?/r/n。酒店要求/r/n?/r/n餐廳的廚師/r/n?/r/n每周或至少/r/n?/r/n隔周創(chuàng)出幾/r/n?/r/n款新菜，由/r/n?/r/n店級領(lǐng)導及/r/n?/r/n相關(guān)部門經(jīng)/r/n?/r/n理試菜打分/r/n?/r/n，考核廚師/r/n?/r/n的業(yè)務(wù)水平/r/n?/r/n，同時對基/r/n?/r/n本滿意的新/r/n?/r/n菜建議推銷/r/n?/r/n。半年來，/r/n?/r/n餐廳共推出/r/n?/r/n新菜余種，/r/n?/r/n其中，鐵板/r/n?/r/n排骨餃、香/r/n?/r/n辣牛筋、漢/r/n?/r/n味醉雞、野/r/n?/r/n味鮮、蘭豆/r/n?/r/n拌金菇等受/r/n?/r/n到食客的普/r/n?/r/n遍認可。此/r/n?/r/n外，對考核/r/n?/r/n優(yōu)秀的廚師/r/n?/r/n給予表彰鼓/r/n?/r/n勵，對業(yè)務(wù)/r/n?/r/n技術(shù)較差的/r/n?/r/n廚師要求及/r/n?/r/n時調(diào)換等。/r/n?/r/n另外，餐/r/n?/r/n廳配合酒店/r/n?/r/n，全年共接/r/n?/r/n待重要客人/r/n?/r/n批，計多桌/r/n?/r/n，約人次。/r/n?/r/n餐廳的服務(wù)/r/n?/r/n接待工作得/r/n?/r/n到了酒店和/r/n?/r/n上級領(lǐng)導的/r/n?/r/n基本肯定和/r/n?/r/n表揚。/r/n（/r/n?/r/n三）以客戶/r/n?/r/n為重點，抓/r/n?/r/n好物業(yè)工作/r/n?/r/n1、耐心/r/n?/r/n售房。如物/r/n?/r/n業(yè)部出租3/r/n?/r/n322房，/r/n?/r/n房主是做旅/r/n?/r/n行社的，又/r/n?/r/n處于剛創(chuàng)業(yè)/r/n?/r/n階段，為減/r/n?/r/n少資本投入/r/n?/r/n，就想租一/r/n?/r/n間面積稍小/r/n?/r/n但位置好能/r/n?/r/n一目了然的/r/n?/r/n房間，于是/r/n?/r/n他們看中了/r/n?/r/n3322房/r/n?/r/n，離臺口近/r/n?/r/n_/r/n__平方/r/n?/r/n米的面積非/r/n?/r/n常合適。然/r/n?/r/n而此房間已/r/n?/r/n被其他客人/r/n?/r/n預訂了。他/r/n?/r/n們在物業(yè)部/r/n?/r/n待了一整天/r/n?/r/n。后來，物/r/n?/r/n業(yè)部不厭其/r/n?/r/n煩地給他們/r/n?/r/n介紹其他房/r/n?/r/n間，經(jīng)過兩/r/n?/r/n天多的不斷/r/n?/r/n做工作，他/r/n?/r/n們租下了比/r/n?/r/n3322房/r/n?/r/n大___平/r/n?/r/n方米的33/r/n?/r/n46房。在/r/n?/r/n物業(yè)部全體/r/n?/r/n員工的努力/r/n?/r/n工作下，寫/r/n?/r/n字間的出租/r/n?/r/n率達到了%/r/n?/r/n，超過了去/r/n?/r/n年同期水平/r/n?/r/n售后服務(wù)。/r/n?/r/n夏天到了，/r/n?/r/n空調(diào)不制冷/r/n?/r/n，投訴；房/r/n?/r/n頂漏水了，/r/n?/r/n投訴；發(fā)現(xiàn)/r/n?/r/n有人私自動/r/n?/r/n用公司的用/r/n?/r/n品了，投訴/r/n?/r/n；冬天到了/r/n?/r/n，暖氣不熱/r/n?/r/n了，投訴；/r/n?/r/n就連浴室少/r/n?/r/n了個凳子，/r/n?/r/n都要投訴。/r/n?/r/n每當物業(yè)部/r/n?/r/n接到投訴電/r/n?/r/n話時從不推/r/n?/r/n卸責任，首/r/n?/r/n先向客人道/r/n?/r/n歉，再找到/r/n?/r/n相關(guān)部門協(xié)/r/n?/r/n助解決。解/r/n?/r/n決完了還要/r/n?/r/n對客/r/n戶進行/r/n?/r/n回訪直到令/r/n?/r/n其滿意為止/r/n?/r/n。/r/n3、催/r/n?/r/n收房費。催/r/n?/r/n收房費也是/r/n?/r/n一件難事。/r/n?/r/n有的客人因/r/n?/r/n為某種原因/r/n?/r/n不按時交房/r/n?/r/n費，物業(yè)部/r/n?/r/n就積極進行/r/n?/r/n催賬，不僅/r/n?/r/n是打電話，/r/n?/r/n每到交費的/r/n?/r/n時候就親自/r/n?/r/n到房間去收/r/n?/r/n房費。/r/n（/r/n?/r/n四）以質(zhì)量/r/n?/r/n為前提，抓/r/n?/r/n好客房工作/r/n?/r/n1、班組/r/n?/r/n晨會。為保/r/n?/r/n證酒店基本/r/n?/r/n產(chǎn)品“客房/r/n?/r/n”質(zhì)量的優(yōu)/r/n?/r/n質(zhì)和穩(wěn)定，/r/n?/r/n客房部根據(jù)/r/n?/r/n酒店要求，/r/n?/r/n設(shè)立了長包/r/n?/r/n及散客班組/r/n?/r/n的晨會制度/r/n?/r/n，對當日的/r/n?/r/n工作進行布/r/n?/r/n置，對每個/r/n?/r/n員工的儀表/r/n?/r/n儀容不整進/r/n?/r/n行規(guī)范，從/r/n?/r/n而使全體員/r/n?/r/n工在思想上/r/n?/r/n能夠保持一/r/n?/r/n致，保證了/r/n?/r/n各項工作能/r/n?/r/n夠落實到位/r/n?/r/n。在班組的/r/n?/r/n周例會中對/r/n?/r/n上周工作進/r/n?/r/n行總結(jié)，對/r/n?/r/n下周的工作/r/n?/r/n進行布置并/r/n?/r/n形成文字，/r/n?/r/n同時將/r/n酒店/r/n?/r/n相關(guān)文件的/r/n?/r/n內(nèi)容納入其/r/n?/r/n中，充分體/r/n?/r/n現(xiàn)了“嚴、/r/n?/r/n細、實”的/r/n?/r/n工作作風安/r/n?/r/n全檢查。除/r/n?/r/n部門設(shè)立專/r/n?/r/n職安全保衛(wèi)/r/n?/r/n分管負責人/r/n?/r/n外，將安全/r/n?/r/n知識培訓開/r/n?/r/n成系統(tǒng)在全/r/n?/r/n年展開，體/r/n?/r/n現(xiàn)不同層次/r/n?/r/n、內(nèi)容。從/r/n?/r/n酒店相應(yīng)的/r/n?/r/n防范措施、/r/n?/r/n___的處/r/n?/r/n理辦法到各/r/n?/r/n項電器的檢/r/n?/r/n查要求等等/r/n?/r/n，從點滴入/r/n?/r/n手。明確各/r/n?/r/n區(qū)域的安全/r/n?/r/n負責人，以/r/n?/r/n文字形式上/r/n?/r/n墻，強調(diào)“/r/n?/r/n誰主管、誰/r/n?/r/n負責”“群/r/n?/r/n策群力”的/r/n?/r/n工作原則。/r/n?/r/n對于住店客/r/n?/r/n人、會客人/r/n?/r/n員、過往人/r/n?/r/n員進行仔細/r/n?/r/n觀察、認真/r/n?/r/n核對，做到/r/n?/r/n無疏漏。全/r/n?/r/n年散客區(qū)共/r/n?/r/n查出住客不/r/n?/r/n符的房間間/r/n?/r/n，不符人員/r/n?/r/n人。客務(wù)部/r/n?/r/n共查出不安/r/n?/r/n全隱患起（/r/n?/r/n客人未關(guān)門/r/n?/r/n、關(guān)窗起；/r/n?/r/n不符合酒店/r/n?/r/n電器使用規(guī)/r/n?/r/n定起）。/r/n?/r/n（五）以“/r/n?/r/n六防”為內(nèi)/r/n?/r/n容，抓好安/r/n?/r/n保工作。/r/n?/r/n1、制訂預/r/n?/r/n案。在日常/r/n?/r/n經(jīng)營、每個/r/n?/r/n重大節(jié)日、/r/n?/r/n大型活動前/r/n?/r/n，保衛(wèi)工程/r/n?/r/n部都積極制/r/n?/r/n定安保方案/r/n?/r/n和應(yīng)急預案/r/n?/r/n共份、及時/r/n?/r/n簽訂安全協(xié)/r/n?/r/n議書約份。/r/n?/r/n按時___/r/n?/r/n酒店內(nèi)安全/r/n?/r/n檢查，與各/r/n?/r/n部門簽訂安/r/n?/r/n全責任書，/r/n?/r/n做到責任明/r/n?/r/n確、落實到/r/n?/r/n人、各負其/r/n?/r/n責嚴格檢查/r/n?/r/n。嚴格檢查/r/n?/r/n消防設(shè)備設(shè)/r/n?/r/n施，提前對/r/n?/r/n煙感系統(tǒng)個/r/n?/r/n報警點進行/r/n?/r/n全面測試，/r/n?/r/n對斷線故障/r/n?/r/n、報警點不/r/n?/r/n準確進行修/r/n?/r/n復，保障線/r/n?/r/n路暢通、正/r/n?/r/n常使用；對/r/n?/r/n酒店應(yīng)急疏/r/n?/r/n散燈、安全/r/n?/r/n出入口進行/r/n?/r/n補裝和更換/r/n?/r/n等。/r/n（六/r/n?/r/n）以降耗為/r/n?/r/n核心，抓好/r/n?/r/n維保工作/r/n?/r/n1、八字要/r/n?/r/n求。根據(jù)_/r/n?/r/n__市委市/r/n?/r/n府關(guān)于節(jié)電/r/n?/r/n節(jié)水__通/r/n?/r/n知精神，酒/r/n?/r/n店總經(jīng)理辦/r/n?/r/n公會專題研/r/n?/r/n究決定，在/r/n?/r/n酒店及各部/r/n?/r/n門原有管理/r/n?/r/n規(guī)定執(zhí)行的/r/n?/r/n基礎(chǔ)上，再/r/n?/r/n次向全店干/r/n?/r/n部員工提出/r/n?/r/n節(jié)能降耗_/r/n?/r/n__字要求/r/n?/r/n。即一要關(guān)/r/n?/r/n，二要小，/r/n?/r/n三要隔，四/r/n?/r/n要定，五要/r/n?/r/n防，六要查/r/n?/r/n，七要罰，/r/n?/r/n八要宣搶修/r/n?/r/n維修。維修/r/n?/r/n組的___/r/n?/r/n名同志承擔/r/n?/r/n著酒店各個/r/n?/r/n部門設(shè)備設(shè)/r/n?/r/n施的維修保/r/n?/r/n養(yǎng)工作，經(jīng)/r/n?/r/n常為搶修一/r/n?/r/n個部位堅持/r/n?/r/n工作到深夜/r/n?/r/n，有時一干/r/n?/r/n就是一整夜/r/n?/r/n。同時，他/r/n?/r/n們對自己的/r/n?/r/n工作做到心/r/n?/r/n中有數(shù)合理/r/n?/r/n安排，如在/r/n?/r/n入冬前提前/r/n?/r/n對酒店供暖/r/n?/r/n設(shè)備進行了/r/n?/r/n全面檢修、/r/n?/r/n整修酒店配/r/n?/r/n電箱更換電/r/n?/r/n度等。/r/n3/r/n?/r/n、采購把關(guān)/r/n?/r/n。采購部在/r/n?/r/n工作中努力/r/n?/r/n做到節(jié)約開/r/n?/r/n支，降低成/r/n?/r/n本，積極走/r/n?/r/n訪市場咨詢/r/n?/r/n商家，努力/r/n?/r/n做到貨比三/r/n?/r/n家/r/n，堅持同/r/n?/r/n等價格比質(zhì)/r/n?/r/n量，同等質(zhì)/r/n?/r/n量比價格，/r/n?/r/n嚴把進貨質(zhì)/r/n?/r/n量關(guān)。堅持/r/n?/r/n制度原則，/r/n?/r/n凡是支出金/r/n?/r/n額較大的采/r/n?/r/n購計劃，都/r/n?/r/n要事先得到/r/n?/r/n領(lǐng)導審批。/r/n?/r/n做好預算費/r/n?/r/n用開支，控/r/n?/r/n制采購費用/r/n?/r/n的支出。/r/n?/r/n（七）以精/r/n?/r/n干為原則，/r/n?/r/n抓好人事工/r/n?/r/n作/r/n1、合/r/n?/r/n理定編。根/r/n?/r/n據(jù)酒店總經(jīng)/r/n?/r/n理辦公會議/r/n?/r/n精神，以精/r/n?/r/n干、高效為/r/n?/r/n用人原則，/r/n?/r/n人事部在年/r/n?/r/n初名全店人/r/n?/r/n員編制的基/r/n?/r/n礎(chǔ)上，由店/r/n?/r/n級領(lǐng)導出面/r/n?/r/n，找相關(guān)部/r/n?/r/n門協(xié)調(diào)，再/r/n?/r/n減___名/r/n?/r/n編制，并未/r/n?/r/n影響酒店及/r/n?/r/n部門工作員/r/n?/r/n工招聘。根/r/n?/r/n據(jù)酒店經(jīng)營/r/n?/r/n需要，控制/r/n?/r/n人事費用支/r/n?/r/n出，調(diào)整人/r/n?/r/n員結(jié)構(gòu)。由/r/n?/r/n店級領(lǐng)導帶/r/n?/r/n隊，數(shù)次去/r/n?/r/n密云、懷柔/r/n?/r/n、___等/r/n?/r/n地，聯(lián)系職/r/n?/r/n校，招聘錄/r/n?/r/n用___人/r/n?/r/n次；登報次/r/n?/r/n、網(wǎng)/r/n上招聘/r/n?/r/n次，共計招/r/n?/r/n聘人次。/r/n?/r/n（八）以“/r/n?/r/n準則”為參/r/n?/r/n照，抓好培/r/n?/r/n訓工作/r/n1/r/n?/r/n、店級講座/r/n?/r/n。按照酒店/r/n?/r/n年初制定的/r/n?/r/n全員培訓計/r/n?/r/n劃，參照《/r/n?/r/n員工待客基/r/n?/r/n本行為準則/r/n?/r/n》___字/r/n?/r/n內(nèi)容，由店/r/n?/r/n級領(lǐng)導__/r/n?/r/n_召集對部/r/n?/r/n門經(jīng)理、主/r/n?/r/n管、領(lǐng)班及/r/n?/r/n待客服務(wù)人/r/n?/r/n員的專題培/r/n?/r/n訓，重點講/r/n?/r/n解管理素質(zhì)/r/n?/r/n、服務(wù)意識/r/n?/r/n、禮貌待客/r/n?/r/n、案例分析/r/n?/r/n等。全年共/r/n?/r/n___培訓/r/n?/r/n余批，約人/r/n?/r/n次參加，通/r/n?/r/n過講解、點/r/n?/r/n評、交流等/r/n?/r/n，受訓人員/r/n?/r/n在思想認識/r/n?/r/n和日常工作/r/n?/r/n中，皆得到/r/n?/r/n不同程度的/r/n?/r/n感悟和提升/r/n?/r/n英語授課。/r/n?/r/n上半年人事/r/n?/r/n培訓部每周/r/n?/r/n二、四下午/r/n?/r/n___小時/r/n?/r/n，定期__/r/n?/r/n_前臺部門/r/n?/r/n、崗位人員/r/n?/r/n進行“飯店/r/n?/r/n情景英語”/r/n?/r/n的培訓；下/r/n?/r/n半年重點對/r/n?/r/n餐廳、/r/n銷售/r/n?/r/n部前臺員工/r/n?/r/n進行英語會/r/n?/r/n話能力的培/r/n?/r/n訓考核，促/r/n?/r/n進了待客服/r/n?/r/n務(wù)人員學習/r/n?/r/n英語的自覺/r/n?/r/n性。/r/n3、/r/n?/r/n部門培訓。/r/n?/r/n各部門在酒/r/n?/r/n店___培/r/n?/r/n訓的同時，/r/n?/r/n每月有計劃/r/n?/r/n，自行對本/r/n?/r/n部門員工進/r/n?/r/n行“___/r/n?/r/n字”準則內(nèi)/r/n?/r/n容和崗位業(yè)/r/n?/r/n務(wù)的培訓。/r/n?/r/n例如銷售部/r/n?/r/n前廳，抓好/r/n?/r/n對各崗位的/r/n?/r/n培訓工作，/r/n?/r/n做到“日日/r/n?/r/n有主題，天/r/n?/r/n天有培訓”/r/n?/r/n。分階段、/r/n?/r/n分內(nèi)容對前/r/n?/r/n廳員工進行/r/n?/r/n培訓和考核/r/n?/r/n。前臺的接/r/n?/r/n待、收銀每/r/n?/r/n天早班后利/r/n?/r/n用業(yè)余時間/r/n?/r/n進行培訓；/r/n?/r/n主管、領(lǐng)班/r/n?/r/n每兩周進行/r/n?/r/n一次培訓，/r/n?/r/n前廳全體員/r/n?/r/n工每月一次/r/n?/r/n的培訓。培/r/n?/r/n訓內(nèi)容包括/r/n?/r/n業(yè)務(wù)知識、/r/n?/r/n接待外賓、/r/n?/r/n推銷技巧、/r/n?/r/n案例分析、/r/n?/r/n應(yīng)急問題處/r/n?/r/n理等。通過/r/n?/r/n培訓，員工/r/n?/r/n的整體素質(zhì)/r/n?/r/n提高了，/r/n英/r/n?/r/n語水平提高/r/n?/r/n了，業(yè)務(wù)水/r/n?/r/n平提高了，/r/n?/r/n客人的滿意/r/n?/r/n度也提高了/r/n?/r/n。一年來，/r/n?/r/n各部門共自/r/n?/r/n行___培/r/n?/r/n訓批，約人/r/n?/r/n次參加。酒/r/n?/r/n店與部門相/r/n?/r/n結(jié)合的兩級/r/n?/r/n培訓，提高/r/n?/r/n了員工整體/r/n?/r/n的思想素質(zhì)/r/n?/r/n、服務(wù)態(tài)度/r/n?/r/n和業(yè)務(wù)接待/r/n?/r/n能力。/r/n4/r/n?/r/n、練兵考核/r/n?/r/n。酒店會同/r