Author/Zhang Yang

On December 5, although the winter in Xiamen is not as cold as the north, the temperature is rising and falling, and the daily changes are unpredictable.

At nine o'clock in the morning, Lin Qianxi, Zhang Mingzhu and Lisa were dressed in neat uniforms and walked to the large conference hall on the 13th floor with relaxed steps to participate in the hotel's annual summary and report work in 1998 and the work plan for the new year of 1999.

This day was a brand new day for Zhang Mingzhu and a day that changed her destiny, because it was about to screen out a general manager assistant preparatory staff through the general manager meeting. That morning, when Heizi was facing a loan, it was Mingzhu who challenged her assistant position.

In the conference room, General Manager Huang Weidong had already been waiting in the conference room to discuss the matter of the general manager's assistant Chen Guozheng, Sales Director Chen Zemin, Front Office Manager May, Housekeeping Manager Zheng Tiancheng, Security Department Manager Li Yongding, Engineering Department Manager Liao Zhiqiang, Catering Department Manager Yang Liping, Deputy Manager Ye Wen, and Finance Department Wang Yong discussed the matter of the general manager's assistant reserve personnel. Before the supervisors of each department were in place, the managers of each department had gathered here half an hour in advance, and everyone had put forward their own opinions on the selection of assistants.

Xiao Zhang, a clerk of the Human Resources Department, sat in the listening seat, recording the meeting content in his notebook with flying dragons and phoenixes.

At this time, three prominent figures from the front office that arrived first than other departments were already standing outside the door. Lin Qianxi leaned over and whispered. Lin Qianxi gently pushed the door, quietly leaned into the door, and quickly retracted her body and quietly brought it to the door, whispering to the two: "Bosses, we arrived first than us, as if we were discussing major issues,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,

Lisa said seriously: "If you don't go in, you will be late! You can get in first." Lin Xixi pouted and shook her head at Mingzhu, signaling her to go in first. Mingzhu glanced at her slightly, walked in front of the two of them, reached out and knocked on the door three times rhythmically, and then pushed the door directly into the door.

Everyone frowned when they saw the appearance of the three beauties, turned to May with his back to the door and said to the three: "You go out and wait first, and come in ten minutes before coming in!" Mingzhu hurried out from the conference room. Lin Qianxi and Lisa, who were following behind, stuck their tongues, lowered their heads and walked out of the conference room quickly.

Chen Zemin, who was on the side, murmured sarcastically: "Random and loss of land is not like being an assistant."

About half an hour later, everyone proposed their satisfactory choices.

Huang Weidong said to Zhang Lili: "Xiao Zhang, go and open the door and inform everyone that you can come in and have a meeting!" Huang Weidong said.

"I'm sorry to let everyone wait for a long time! Please come in for a meeting now!" Zhang Lili leaned out slightly and whispered. Mingzhu, Lin Qianxi and Lisa, who had been waiting in the corridor, rushed into the conference room in a hurry. The eighteen young supervisors from various departments behind quietly held the meeting notebooks and walked into the conference room one by one, and sat down at the desks and chairs behind the managers.

At first it was silent, then Huang Weidong took a sip of tea and cleared his throat and said, "... 1998 was a challenging year for my hotel. According to the "1998 Hotel Business Statistics Report" sent by the Finance Department in the morning, the room turnover of my hotel this year was higher than last year, exceeding 15% of the original indicator. This is great news. Today, after reading the report sent by the Finance Department, I was very happy. All this is based on everyone's joint efforts... Next, the managers of each department will report this year's summary work and next year's work plan, and the start will be by Manager Wang of the Finance Department!" After saying that, Huang Weidong took the lead in applause, and then there were waves of warm applause.

"The total turnover of hotels this year is 8.6 million yuan: 60% of the rooms accounted for 60%, 10% higher than last year; catering accounts for 20%, down 0.58% year-on-year; miscellaneous income of customers accounts for 0.82%, down 0.12% year-on-year; room linen accounts for 0.45%, up 0.15% higher than last year; hotel parking fee revenue accounts for 0.15%, down 0.02% year-on-year, and report is completed!" Wang Yong, manager of the Finance Department, gave a brief summary to everyone.

"Zemin, come and post it!" Huang Weidong said to him.

"The competition in the hotel market has become increasingly fierce recently. If you don't take other hotels as an example, take the "Overseas Chinese Hotel" and "Sea View Hotel" in the neighbors. Both the location and the landscape of these two hotels are above our hotel. Also, these two hotels have been renovated recently and have been rated as four stars. We have lost to them in terms of hardware. I wonder if you feel that we are facing a crisis?" After he said that, someone nodded, Chen Zemin smiled, and he showed a small gold that is not easy to detect.

Ya: "...I have a good news here. Let me tell you. According to the information sent by the Tourism Bureau in the morning, in the Xiamen hotel industry in 1998, our hotel sold the best in the hotel industry. Why? Why is a Samsung hotel with the highest return rate and the largest number of individual customers? There is no doubt that these are based on everyone's joint efforts... Next year, we will continue to advocate 'three-star facilities and equipment, five-star services' to win the welcome of customers with high-quality services."

"After everyone's continuous efforts, the individual occupancy rate of the Interstellar Front Office Department this year has made a breakthrough in the hotel industry in Xiamen. But I hope that the supervisors and the lobby assistant managers of the Front Office Department will not relax their management because of this... The work plan of the Front Office next year is to strengthen employee training, implement mutual supervision in positions, lead employees to make progress together, and strive to achieve greater breakthroughs next year! The report is completed." May simply made a department work summary and work plan report.

"To sum up, the performance of the catering department this year is indeed not good, but the chefs are also doing their best and usually try their best to discuss improvements. The chef decided to study special dishes at the end of the month, prepare to welcome the New Year, and do relevant publicity work before January." Yang Liping of the Catering Department said.

"The catering income in 1998 was indeed not ideal, but everyone is working hard, which is obvious to everyone. I hope that in the new year, the catering department can make progress. Next, the Security Department will report!" Huang Weidong took a sip of the tea ceremony again.

"In 1998, a city government meeting with guests in a cafe, the wallet was stolen while dining, fifteen incidents of beatings between friends who appeared after drinking, and fraudulent incidents outside the store have assisted the Public Security Bureau in investigating the incidents of fraudulent personnel entering the store. The income from parking space rentals has been handed over on the 1st of the month. Next year, the training will be conducted, and security personnel will be strengthened around the 'safety prevention issues'. There is also a hotel monitoring equipment issue that will be renovated and updated!" said Li Yongding, the Security Department.

"Yongding, there are quite a few security incidents this year! You have to work harder. In the afternoon, I will report the number of monitors that should be replaced. In addition, there is not enough security guards in the lobby. Especially during the Golden Week, let the foreman cooperate and strengthen safety management," Huang Weidong said meaningfully.

"I understand, I will implement it immediately after the meeting!" Li Yongding said.

"In 1998, the guest rooms received more than 40 complaints, the largest of which was more than 12, and the smallest ones were more than 70. Since the hotel opened, it has been five years since then. Some rooms have aging facilities and equipment, which often causes many customer complaints. Especially the 1206 balcony ceiling leaks, the 1603 bathroom corners are blackened and the toilet is aging, and the guests often complain that the 909 shower head is loose. The work plan for next year is to strengthen the training of new employees," said Zheng Tianlong.

"Did the above faulty room be notified immediately after the customer's response to the repairs? Has the engineering department implemented it in place?" Huang Weidong asked seriously.

"Yes, but due to equipment aging, failures continue to occur." Liao Zhiqiang, the engineering department, hurriedly answered.

"After the meeting, you immediately make a repair report for these three rooms with problems based on the actual situation. I would like to ask the group to ask for instructions on these rooms to rectify them. Okay, let's summarize the work of the department in 1998 and report on next year's work plan!" Huang Weidong.

"The hotel's passenger elevator is reported for five times and 50 times. Next year, the Engineering Department will pay attention to the maintenance of mechanical and electrical elevators, boilers, carpenters and elevators. It will promptly repair and rectify some new and old problems, and further cooperate with the work of various departments of the hotel. Implement the supervision of energy conservation and consumption reduction in various departments!" Liao Zhiqiang, manager of the Engineering Department, continued to report.

"The three rooms with problems that Tianlong just mentioned are mentioned, please record them. Mingzhu, please summarize how many customer complaints occurred in 1998, and report them." Huang Weidong said again: "Come on, you can report on how many complaints occurred in 1998 and give a summary."

"Mingzhu, just read the truth according to the report you showed me yesterday!" May, who was sitting in the front row, turned around and reminded softly. Seeing this, Lin Xixi and Lisa couldn't help but look jealous on the ground.

"Dear - Dear hotel leaders, dear colleagues, hello everyone!" Mingzhu cleared her throat and said. It was inevitable that she would be nervous when facing so many people reporting on her work for the first time. She was so nervous that she broke out in cold sweat.

"After receiving the notice from May yesterday, I spent a day organizing customer complaints for 1998 years, with a total of more than 100 cases. Among them, there were fifty-eight major complaints: twenty-four room complaints, nineteen of which complaints about room facilities and equipment problems, and there were all those complaints about bugs in the room..." Mingzhu read all the time, but in fact she had already memorized them last night.

"Very good! Mingzhu, have you found any problems in the past few days?" Huang Weidong asked.

"...I, I, I-----" Mingzhu pondered for a while, then looked at everyone's expressions, and felt a little panicked. Faced with these bosses, she really didn't know whether to say something, and she didn't know what to do for a moment. After a while, Mingzhu roughly described the problem she found:

“Based on the observations over this period, I found several problems.

First, I think if the supervisor-level manager wants the team he manages to maintain order, he must do it himself, be strict with himself and set an example.

Second, in daily work, everyone should pay attention to some "details" problems, be diligent in discovering problems, and be diligent in solving problems.

Third, after more than two months of observation, I found that the source of customers in Chinese restaurants is getting weaker and weaker, and many hotel customers are running out. Many working guests say that the dishes are too monotonous, the taste is average, and there is no speciality. I think it is very important to add some dishes and create original tastes in Chinese restaurants!

Fourth, the work of the guest room department should be more detailed. Record the hobbies and needs of each repeat customer in detail, and arrange the essentials for the guests in advance when the next time the guest checks in again, so that the guests can feel a sense of warmth! The report is completed," Mingzhu said.

"Okay! I don't need everyone to always mention some good things in front of me. What I want is whether everyone can take the initiative to discover problems, solve problems in a timely manner, and do a good job in making up for later work. This is the most important thing," Huang Weidong continued to carefully say to all the people present: "In the future, the report you will give me must be as detailed as Mingzhu's report, and explain the causes and consequences of the matter one by one. As a management staff, you must be diligent in discovering problems, and promptly discover problems and solve problems in a timely manner... Next year, the group sets a business indicator for our hotel to be 20 million, and requires the increase of net profit to 5 million..."

Before the meeting ended, Huang Weidong said to Zhang Lili: "Xiao Zhang, please announce the results of screening assistants before the meeting!"

"Hello everyone, the time for tension is here. Through this assessment and everyone's common opinions, the new assistant general manager was selected is Zhang Mingzhu!" As soon as Zhang Lili's music finished, the audience was filled with warm applause.

"Thank you! Thank you for your encouragement! Thank you for your support!" Mingzhu stood up and thanked everyone. At this exciting moment, Mingzhu's cell phone rang, "Mingzhu, something big happened! Something big happened! Please come to the front desk as soon as possible!" Chen Aiai, the cashier on the phone, said.

to be continued!
Chapter completed!