Overview of bath management (1)
Xxx Eco-Hotel has been in trial operation for almost a year. In this year's work, thank you for asking questions at all levels and your colleagues' guidance and concern. Let me learn a lot of valuable things, let me constantly improve myself in my usual work and improve my ability to do things. In this year, through my unremitting efforts, I was recognized by the leaders and completed a role change.
As the head waiter in the bathing area of the bathing department, I also entered a brand-new working environment, in a brand-new environment. All work will start from scratch, and many things will be explored while doing, so that they can be comfortable in their work. I know I'm playing a connecting role and coordinating the left and right. What I do every day is also trivial work. It is my important task to straighten out the relationship as soon as possible and put myself into my work. It is my duty to fully cooperate with the daily work of the supervisor, which requires us to have a strong sense of work, a correct attitude, rapid work efficiency and comprehensive efforts. My daily duties are:
1, execute the instructions given by the supervisor and manage the employees.
2. Supervise the staff to serve the guests, organize the on-site deployment of staff, and ensure the service quality.
3. Check the gfd, courtesy and working attitude of the subordinate employees, and lead the subordinate employees to do a good job of sanitation and cleaning, and strictly record the attendance of the employees in this class.
4, responsible for the recipients of the team's goods, fill in the recipients list and submit it to the supervisor for review, and then receive custody.
5. Hold a pre-shift meeting regularly every day to convey the instructions and notices of our store and various departments, summarize the work situation and precautions of the previous shift, and put forward the service requirements of each position.
6. Regularly check the equipment and facilities in the area to ensure that the facilities and equipment in the business area are in good condition.
Our service is embodied in humanized service, striving for perfection and creating a feeling of being at home for our guests. I have less experience now, and I still have a lot to learn. Sometimes mistakes are inevitable in my work, and I will take a warning from the problems that arise. If I want to get good grades, I must be self-reliant and redouble my efforts. I always believe that speaking by strength is better than luck. The smooth development of daily work can not be separated from the concern of hotel leaders and the support of colleagues. The hotel is a big family, and its achievements have been achieved through the joint efforts of Qi Xin. The new year is a new starting point, and the past achievements will become history. We should make persistent efforts in our future work and strive to set new goals for ourselves, which will be carried out in the following aspects:
First, we will devote ourselves to maintaining the hotel guest relationship, actively promote the establishment of customer relationship management, and actively establish effective guest history files through our efforts, so that the guest management can be truly effective and scientific.
Second, establish a customer-centered thinking, communicate with customers in a meaningful way, understand and influence customer behavior, and ultimately achieve the purpose of improving customer acquisition, customer retention, customer loyalty and customer profitability. It is a repeated cycle process of transforming customer information into positive customer relations.
Third, you must set an example in the hotel, be dedicated, have a decent style and be elegant and generous. Self-confidence, decisiveness, composure, wisdom, liveliness, delicacy, sincerity and efficiency are the descriptions of the position of the foreman in the bath area, and they are also the self-requirements of the foreman. As the end of today's report, it is also used to encourage you, please consider it!
Summary of Bathroom Management (2)
I have been a lobby manager for four years. In retrospect, I feel a lot. One of them is a deep understanding of the work of the lobby manager.
When guests come to xx, the first thing they see is not only the indoor decoration environment, but also smiling faces and cordial greetings. The good personal image, civilized manners and service attitude of the lobby staff directly represent the image of our company.
The lobby is the first place to contact the guests, the first place to know what services the guests need, and the first place to help them solve problems. Therefore, new activities are launched in our store. When guests need them, our lobby staff actively promote them and help them solve their problems.
When the shoe department is busy in the queue at the silver desk, the pressure of employees can be imagined, and what I do is to help them relieve some of the pressure, take shoes and take shoes, so that the operation process of the whole team is not chaotic.
Last year, I found a guest carrying something upstairs. I stopped it in time and was beaten by the guest. At that time, I couldn't be calm for a long time, but I was relieved to think that this was my job. If I encounter such a thing again, I will solve it like this. For the benefit of the enterprise, the lack of personal interests is nothing.
In the new year, I will strengthen management from the following aspects:
1, better strengthen teamwork, answer questions for guests and provide quality services.
2. Cooperate with and actively cooperate with employees, start with details, and do a good job in service seriously and diligently.
3. Thoroughly clean the lobby and maintain good hygiene.
4. Strengthen the management of employees' gfd and have a good personal image.
5. Strengthen employee attendance management.
6. Strengthen employee business training and improve service efficiency and quality.
7. Seriously implement the work arranged by the leaders.
8, strengthen the sense of responsibility and vigilance of employees, to avoid the guests running orders. Last year, there have been several cases of guests escaping from orders. This year should be completely eliminated.
9, handle the relationship with the guests, do a good job of customer files, and timely convey the preferential information in the store to the guests. Do a good job in sales.
10, handle the relationship with various functional departments. Lay a good foundation for enterprises to carry out their work.
The new year is coming, and I will work harder and learn from each other with full enthusiasm. Service+detail+efficiency = success. Our lobby staff will also greet every guest with warm, professional, standardized and meticulous service. Contribute to the glory of xxx.
Summary of Bathroom Management (3)
This year is the test year of xxxx. With the gradual maturity of xx bath industry, various bath and entertainment centers have sprung up, and the industry competition is becoming more and more fierce. Under the correct leadership of the general manager, and with the joint efforts of the members of the leading group and all the staff, xxxx has not only stood firm in the competition, but also greatly improved its business performance compared with last year. As the executive deputy manager of xxxx, I actively studied, worked hard and actively completed the work in charge this year. Now I will report my work and study in the past year to the leaders and comrades as follows;
First, your own learning situation.
In today's increasingly fierce social competition, learning is a necessary means to maintain its own advanced nature. In order to constantly enrich myself and meet the increasing demand for work, I don't forget to recharge my batteries in my spare time. This year, the Central Committee of the Communist Party of China called on all party member to carry out educational activities to maintain the advanced nature of Communist party member. Although I am not party member, as an activist who is determined to join the Party organization, I actively study the speeches of leaders such as Hu Jintao, learn Marxist theoretical knowledge, and constantly enhance my political literacy and ideological quality. On the other hand, I learn business knowledge such as hotel management, and verify and summarize it in practical work, so as to improve my management level and keep up with the pace of the times and the development of xxxx.
Second, a year's work.
This year, I am mainly responsible for the daily management, kitchen and safety work of the front office. In order to do a good job, I try my best to coordinate the relationship between various tasks, actively implement the leadership policy in my work, and constantly improve my work.
1. Participate in management and provide suggestions.
The opening of xxx, which is close at hand, has brought great impact to our unit both in hardware facilities and environment, and the weak consumption has been bothering us since the Spring Festival. In order to break the deadlock and develop demand, under the leadership of general manager X, we actively participated in market research, learned from the advantages of other bathing places, participated in planning and adjusting business strategies, and finally got out of the trough and achieved good business performance.
2. Pay attention to hygiene, improve service and establish corporate image.
Bathing center is a typical service industry, and the quality of environment and service is directly related to the image of the enterprise and determines its economic benefits. In order to maximize customer satisfaction, I strictly control hygiene and service quality from four aspects. First, the foreman responsibility system is implemented, and the foreman who has problems is jointly and severally liable, which enhances the sense of responsibility of the foreman and plays a supervisory and exemplary role; Second, make great efforts to rectify the health situation, ensure timely inspection and strong punishment; Third, solve customer complaints in time, so that customers can come happily and leave satisfactorily. Fourth, strengthen training and improve the quality of service personnel. This year, we organized three trainings with the personnel department, especially in 10. After careful preparation, we explained the knowledge of hotel service and food hygiene to employees and enhanced their service skills. Through the implementation of the above measures, the service problems caused by personnel flow have been made up, and the service quality and service level have been continuously improved.
3, do not relax the management of the kitchen, save costs.
This year, although the focus of our work was on the management of the front office, we never relaxed about staff meals and independent meals, and completed the tasks assigned by the group company. Buffet has always been the signboard and highlight of xxxx, and it is also a favorable competitive point with xxx. Under the premise of not increasing the cost, we should try our best to make efforts on the sense and quality of dishes, constantly change the taste and variety of dishes, attract customers, meet their requirements and ensure competitiveness.
4. Coordinate various departments to complete various tasks.
Xxxx is a whole, and only the coordination of various departments can promote the smooth completion of all work. I take the initiative to cooperate with other departments. In the process of renovation of supporting facilities, I took the lead, led employees to actively participate in the work, and completed the tasks assigned by the leaders together with other comrades. At the beginning of the year, I signed a letter of responsibility for production safety with the leaders. Over the past year, with the joint efforts of the Ministry of Personnel and me, we have ensured safety and no accidents, which has played an escort role for the normal operation of the enterprise.
Three. Shortcomings of this year's work and goals for next year.
Looking back on one year's work at the end of the year, I found some shortcomings in my work, such as poor planning and sometimes too impatient attitude towards employees. In next year's work, I will try to overcome these shortcomings and further improve my work in the following aspects. First of all, we will carry out the appraisal of sales stars in teams on all floors to promote the sales enthusiasm of waiters and improve the sales of goods and drinks. Second, the foreman and waiter are assessed, attendance is rewarded, laziness is punished, and the enthusiasm of service personnel is improved. Third, open source and reduce expenditure further reduce the cost of independent meals and staff meals.
Looking forward to 20xx, our goal is to make xxxx go forward bravely in the stormy market. I think as long as we keep positive working enthusiasm under the leadership of General X and correctly grasp the market rules, our goal will be achieved.
Overview of Bathroom Management (4)
Since June 5438+ 10, under the guidance of fully studying the spirit of the fourth quarter working meeting of the Communist Youth League Committee of the Mine, the Youth League Branch of the Bathing Management Center has carried out the "Poetry Reading Competition for the 18th National Congress" in depth, actively participated in the "Respect for the Elderly Month" activities, and earnestly carried out various activities such as training for young workers and investigation of hidden dangers in Qing 'an. The specific work report is as follows:
First, seriously organize the youth league members to carry out the study of the spirit of the fourth quarter work conference of the Youth League Committee.
65438+1At 9: 00 am on October 23rd, the Youth League Branch of Bath Management Center seriously convened the youth members and some young workers' representatives to hold a safety ideological education activity with the theme of "understanding the situation and grasping the essence" in the conference room. At the meeting, the secretary of the Communist Youth League branch led us to learn the spirit of the fourth quarter work meeting of the Communist Youth League Committee of the Mine. League branch seriously combined with the grim safety and economic situation faced by the mine, aimed at the actual work of the unit, in order to realize the safe service season, ensure the safe service year, and carry out the logistics service work better and more comprehensively, the youth of the participating members discussed and summarized several working methods:
First, we must quickly recognize the mine situation. At the critical moment of the decisive battle in the fourth quarter, the young people in each team should play their respective roles, strengthen the education on the safety situation of young workers in this position, and then drive all the staff in the team and position to recognize the situation and define their goals.
The second is to change our thinking, eliminate the ideological pressure caused by unfavorable factors such as safety and economy, and gradually turn it into work motivation to "clear the pulse" for the all-round development of logistics services.
The third is to improve the ideological realm and do a solid job in fire safety, letters and visits and stability during the 18 th National Congress of the Communist Party of China. Qing 'an Steel actively investigates the possible discordant notes in the unit and effectively solves them.
Fourth, firmly establish the concept of "all work must be safe". First, strengthen the on-the-job training of young workers and consolidate their safety skills and quality; Secondly, highlight the key points of safety field management, strengthen the safety management of men's bathhouses and laundry rooms, investigate hidden dangers with standards, and dig deep into all kinds of hidden dangers; Third, we must strictly control the process flow, operate all kinds of mechanical and electrical equipment and facilities in strict accordance with the regulations, and maintain the equipment in accordance with the Management Standard for Power Shutdown to prevent all kinds of violations.
Two, combined with the actual situation of young workers to do a good job of safety deployment, to ensure the realization of the year of safety.
Combined with the requirements of the Youth League Committee on safety work, how the Youth League branch assists the unit to carry out safety work in the fourth quarter is deployed. Young security personnel are required to adhere to the principle of "ensuring quality service by safety", and young workers should closely cooperate with the youth of the League members, make concerted efforts and supervise each other, so as to lay a good foundation for the year-end security work.
First, strengthen the education of workers' safety ideology, so that all young workers can firmly establish the concept of safety;
The second is to strengthen on-site safety management, intensify the investigation of hidden dangers, strengthen the prevention and control ability of dangerous sources, strictly standardize the work flow, and ensure that safety work is always unremitting;
Third, closely focus on the main line of mine service, do a good job in logistics service, and provide good bathing and dressing services for underground workers with a high standard and strict working attitude;
Fourth, strengthen personnel management, give full play to the leading role of young members, actively lead their own work, and carry forward the style of "scrambling" to drive other members of the team to do a good job in safety.
Three, assist the general branch of coal preparation plant, and actively carry out the activities of "Celebrating the 18th National Congress of Poetry Reading".
Under the leadership of the League branch of coal preparation plant, the League branch of our unit overcame various difficulties and transferred two members to participate in poetry reading activities. Rehearsal was actively conducted in the conference room on the fourth floor of the coal preparation plant for many times, and the participants attached great importance to it, and adopted the methods of downloading speech videos from the Internet and inviting professional teachers to give on-site guidance. Accurately, effectively and timely point out the shortcomings in the speech process, humbly accept the guidance of professional teachers, and seriously improve and perfect. After a period of intense and orderly rehearsal, it was ensured that all the contestants could recite it skillfully and buckle it accurately and smoothly, which made full preparations for the official performance at the end of the month.
Four, continue to implement the post hazard identification and "trinity, finger dictation" safety confirmation standards.
In order to fully assist the unit to do a good job in safety management, the Youth League branch strictly controls the source of hidden dangers, taking the team as the unit. Before each shift, the youth league members shall carry out hidden danger investigation and post hazard identification activities in strict accordance with the standards, and earnestly do a good job in the hidden danger investigation and management account. A total of 50 hidden dangers were investigated this month, all of which were managed, providing a guarantee for achieving quality service. At the same time, in strict accordance with the supplementary requirements of "trinity, finger dictation" in the mine, the "tripartite safety confirmation form" was issued to each team, requiring each team to hand over the safety confirmation form to their own unit before going to work, and report it to the information station of the Mine Safety Supervision Office before 8: 30 the next day, and the other two units and teams kept it; At the same time, in strict accordance with the overall requirements of the mine, safety confirmation cards are hung at important positions, which are confirmed and signed by the team leader and the safety network member respectively.
Five, actively mobilize and seriously participate in the activities of respecting the elderly.
Under the careful deployment of the Communist Youth League Committee, the secretary of the Communist Youth League branch led a member to seriously participate in the "Cultural Square Service for the Elderly" in the mine. In order to create a good family atmosphere and encourage his wife to be a model of filial piety and love for her parents, a member's family also actively participated in service activities under the example of the member. By participating in the activities seriously, the youth's awareness of respecting the elderly has been effectively enhanced, the awareness of the members' families striving to be good daughters-in-law has been further infected, and the members' sense of responsibility of honoring the elderly has been improved.
Bathroom manager's work plan five
First, the steps of service marketing planning
1, make a good service marketing decision. Service marketing decision-making is the forerunner and foundation of planning, and usually the decision-making content is divided into the following parts.
(1) service element decision. Understand the customer's requirements for service items according to market research, and rank them according to their importance. Importance is the basis of determining the service elements of bath center. In addition, the characteristics of enterprise elements should be emphasized.
(2) Service level decision. Improving the service level cannot refer to all projects in general. We need to classify according to the requirements of customers and the achievements of various service level projects, so as to clarify the projects that should focus on improving service level.
(3) service form decision. Including the pricing of service elements and the channels for providing service elements.
2, service marketing planning steps
(1) customer segmentation and precise positioning are different from traditional commodity marketing, and the segmentation of service marketing focuses on customers' expectations rather than just their needs. After subdivision, customers can be divided into different grades according to their values and service costs, and we can know which areas can replace high-contact services with low-contact services. How to apply service capability to several customer sub-markets first; Know how to involve customers in the service delivery process and manage it.
(2) Understand customer expectations. Customer perceived service quality = actual service quality-customer expected service quality. Pay attention to the most important customers, find out the gap between the excellent service in the bath center's mind and their expectations, and then try to narrow this gap.
(3) Set customer expectations. Draw up a communication plan to make the service level expected by customers slightly lower than that provided by the bath center.
3. Make plans and organize their implementation.
(1) Set targets according to market research and customer expectations.
(2) Make a detailed plan after determining the activity content, work out the division of labor and detailed arrangement at each stage, and the workflow plan that must be completed at each time point and time period.
(3) Service marketing activities should be like making a big article, with a foreshadowing and climax, and feedback after the end.
Second, matters needing attention in service marketing planning
1, "Without satisfied employees, there will be no satisfied guests." Bath center service marketing should focus on people-oriented.
For bath centers, having excellent employees is the key to win and retain excellent customers. "Without loyal employees, there can be no loyal customers." Bathing centers should treat employees as internal customers and serve their self-realization.
Managers should tell employees the market goals that enterprises should strive to achieve and guide them to be guided by the customer needs of the market segments selected by enterprises. It is necessary to provide service personnel with the necessary training, autonomy and support to ensure that their important but often short-term contact with customers can produce satisfactory results. "Management is a service." Only when the internal service is improved can the external service quality be improved. Provide satisfactory products and services for bath center guests with satisfied employees, and finally win the satisfaction of guests.
At the same time, we should attach importance to all-staff marketing. Employees who have not worked in sales positions before and have high contact with customers are now required to master some sales skills. In this way, the receptionist or cashier at the reception desk of the bath center may need to sell new services to customers or introduce them to the sales manager.
2. Pay attention to the relationship between "product support service" and "bath center image service". The former refers to services around products, while the latter refers to services around corporate image. The former shows the direct additional benefits to a single product, while the latter shows the additional benefits to the bath center; The former directly promotes sales while the latter indirectly promotes sales. If the two are organically combined, the sales effect will be better.
3. The key to pre-sales service is to establish a good first impression, based on publicity, public relations, inspiration, guidance and consultation. The key to sales time service is communication, negotiation and persuasion, and the basis is politeness and enthusiasm. The key to after-sales service is persistence, trustworthiness, practicality, convenience, thoughtfulness, economy and affection.
4. Establish a tracking system and provide additional services.
(1) Pay attention to the service tracking system. For the bath center service where countless different service personnel deliver multi-element products, it is best to have a special person responsible for tracking every part of the system according to the market division, so as to solve the practical problems of customers and seize every business opportunity of cooperation.
(2) Providing additional services, such as conventional customer management system, "golden key" service, customer theme association, consumption bonus system, cultural brand strategy, regional promotion service, etc.