浙江余姚阳明温泉山庄宴会经营管理存在的问题及对策

浙江余姚阳明温泉山庄宴会经营管理存在的问及对策 浙江余姚阳明温泉山庄宴会经营管理存在的问题及对策 摘要:浙江余姚阳明温泉山庄是一家五星级的酒店，其宴会厅是酒店餐饮部的重要组成部门。但是，温泉山庄宴会厅在日常的经营管理过程中还存在以下问题:管理理念欠缺，宴会员工服务意识淡薄，部门管理不成熟，宴会场景的布置不能吸引客人，菜单、酒水的配置令客人失望。这就要求宴会的管理者和服务人员吸取先进的宴会经营管理理念，加强宴会员工的服务意识，积累部门管理经验，创新宴会场景，优化菜单、酒水的配置，通过这些方法来提高经营管理水平，提升阳明温泉山庄宴会厅的服务质量和形象，从而促进山庄更好地发展。 关键词:余姚阳明温泉山庄;宴会经营管理;宴会服务;问题;对策 一、酒店宴会经营管理的概念 酒店宴会经营管理是指宴会管理者在一定的情况下，对宴会部所拥有的资源(物力、人力、财力等各项资源)进行决策、、组织、领导、控制、协调、创新、激励，以人为中心，实现宴会经营管理目标的过程。良好的宴会经营管理能带动酒店其他相关部门的经营，为酒店经营创造不菲的收入。 二、余姚阳明温泉山庄宴会部概况 (一)经营管理理念 阳明温泉山庄宴会部的经营管理理念是为游客提供舒适、满意的服务，让游客不管是在用餐过程还是在会议过程都能得到放松，缓解工作、生活压力，得到一个轻松愉快的旅游体验。 (二)宴会部组织结构 阳明温泉山庄酒店宴会厅隶属于餐饮部，是餐饮部的一个分支。宴会厅最高领导是宴会厅经理，然后依次是宴会部主管、领班(包括前厅领班和后厨领班)、服务员。其中服务员是酒店基层的人员，人数较多，经理、主管各一名，领班两名。 (三)宴会场景 宴会场景的要素主要包括:光线、温度、气味、花草景色、餐桌、台布布置等方面。[1]阳明温泉山庄宴会的场景布置就是要把这些要素合理地搭配起来，给客人一种温馨、舒适、赏心悦目的感觉。宴会的会议和用餐接待的光线主要是淡黄色的灯光，根据客人需求适时的调整灯光亮度，必要时关闭一些灯。花草景色以盆景为主，便于摆放。餐桌设计的台型一般固定(例如:五桌的话就是“二三”)，工作落台的数目根据用餐桌数而定，一般四桌或者五桌的用餐接待一个工作落台就够了。会议室常用的台布是咖啡色或者深蓝色，用餐接待常用their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 的台布是香槟色或者金黄色，主桌台布常用酒红色。 (四)物品配置 宴会厅物品配置包括两个方面，一方面以会议为中心，即:会议物品配置;另一方面以用餐为中心，即:用餐物品配置。阳明温泉山庄的会议物品主要包括铅笔、会议纸、纸垫、茶杯、茶叶、小毛巾、毛巾碟等。其用餐物品主要包括骨碟、口汤碗、小瓷勺、小铁勺、筷子、筷架、毛巾碟、小毛巾、酒杯、转盘桌、椅子、启瓶器等。这些物品按照一定的顺序和 规格进行摆放，同时物品配置也要根据客人要求进行选择，不能一成不变。 (五)菜单、酒水 菜单是宴会的重要组成部分，它不仅是厨房、餐厅、采购人员做好宴会的依据，也可以作为今后拟定菜单的参考。阳明温泉山庄的菜单内容主要包括菜肴、点心和水果名称(按上桌先后顺序排列)，它的菜肴的品种和样式还是能满足大部分消费者的需求的。酒水是宴会中不可缺少的饮料，阳明温泉山庄常见的酒水有可乐、雪碧、橙汁、红酒、白酒、哈啤等，同时各种酒杯和酒水会给宴会增色不少，其酒水也能满足绝大多数消费者的要求。 三、阳明山庄宴会部运营存在的问题 (一)宴会管理理念方面 1、酒店宴会的定位不合理 阳明温泉山庄宴会厅与中餐厅、西餐厅同属于酒店餐饮部，是餐饮部下属的一个部门。宴会是一种特殊的餐饮产品，它反应了特殊的市场需要，而作为一种特殊的餐饮产品，不能选择适合自己的客源市场。比如:对于用餐接待，有时中餐一桌、两桌的用餐服务也往宴会推，像这种小规模的服务推到宴会部有点大材小用了。餐饮部的总监在餐饮部会议上一再强调宴会用餐接待应在五桌以上，用餐桌数越多越有利于宴会服务。阳明温泉山庄宴会接待的会议不仅有酒店基层讨论会，而且还接待娱乐性质的会议，相对来说这些不能算是严格意义上的会议。总之，阳明温泉山庄宴会部用餐接待或者会议接待的市场细分做的不好，没有什 么原则，自己的市场定位不合理。 2、管理理念欠缺，不能吸取好的经营管理理念 目前，温泉山庄宴会管理理念是为客人提供高质量的服务，准确把握上下级人员的关系，和下面的员工打成一片。还有主管、领班认识到质量是竞争的核心，宴会的质量体现在为客人服务的每件小事上。员工犯错时，管理者忽视人情，重视规章制度，做到了有章可循。 但是，宴会主管和领班不能在关键时候抓住关键问题，导致客人发火，服务人员也跟着受气。员工工作效率低，餐前准备拖拖拉拉耗费时间长，对待一件小事往往有敷衍了事的态their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 度。宴会厅的风格会随某个领导者的离开而发生变化，不能保留良好的风格。管理者时常把个人情绪带到工作中，甚至有时感情用事，对下面的员工乱发脾气。 以上这些管理理念的滞后，导致宴会厅的经营管理问题层出不穷、漏洞百出，给宴会部带来了极其恶劣的影响。 (二)员工服务方面 1、员工服务意识不强 服务意识是指员工能预测出客人大多数的需求并做出相应的服务，对于高出基本服务的部分，能帮助客人满足其需求。在日常工作中，员工经常会因考虑不周全造成客人的不安或不满。比如:客人在会议中用到了小黑板、白纸和记号笔，服务员明明知道记号笔墨水不充足，在做服务时，还是不在空闲的时间去准备几竿备用，当客人要求时，已经有点晚了，客人难免会生气。再如:一位宴会厅的客人刚来，他可能不知道宴会厅卫生间的位置，在这个时候员工没有及时发现客人的需求并给予相应的指引，那么客人有可能会找上一会儿。这样，这位客人就会认为宴会服务员的服务意识太弱。总之，员工不能及时发现客人高层次的需求并向其提供相应服务。 2、员工操作不专业 (1)在宴会用餐接待的过程中，服务员给客人倒酒水时，并不是站在客人右后方，酒瓶的标签并不是面向着客人。上菜时，菜盘子叠放，客人吃完的空盘子不能及时撤下来，客人取菜十分不方便，有时空盘子撤下来了但餐桌上的盘子摆放不合理，同时也不能为下道菜留出上菜的空间。有一些需要分切的菜，直接就上到餐桌上让客人自己分。更有甚者，上菜时直接就站在老人或小孩旁边上菜;一桌的菜会有重复的。用餐结束后，收拾桌面时，不能把餐具分类，布草堆放在一起。 (2)在宴会接待会议的过程中，不能很好地控制会议室内的灯光和温度，直到客人提出灯光太强或太暗、室内温度过高或过低时，才去解决。添茶水的时间间隔过长，每次添茶水时客人的杯子已经空了。给客人倒茶水时，特别随意，没有按照宴会操作流程来做，给客人带来不便。 以上只是宴会员工服务过程的几点，在宴会服务流程中，还有很多像这样的操作不当的地方。 3、员工对客服务热情不高 阳明温泉山庄宴会部的员工对客服务热情不高，主要表现在有意识、知道该怎么做，却比较随意，想去做时就做，不想做时就不做。例如:客人到来时，服务员不主动和客人打招their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 呼，尽管服务员知道应该主动向客人问好，但是都表现的毫无热情、不冷不热;客人入座后，不主动上前为客人服务。当客人主动上前询问卫生间的位置或者是提出什么需求时，宴会的服务员不是尽快的满足客人需求，而是描述了一下卫生间的位置或者拖延了很长时间才满足客人需求，更有甚者，宴会即使有条件满足客人的需求，服务员为了省事，直接回绝客人提出的需求。以上的做法，就直接损坏了酒店宴会厅的形象，给客人留下了坏印象，客人也许就不会再轻易选择阳明山庄，酒店就很难有回头客。 4、员工不能随机应变 阳明温泉山庄宴会厅的员工随机应变能力一般，很多时候遇到了突发事件都不知道该怎么处理，只有找到主管才能解决。例如:在接待会议的过程中，服务员在给客人添茶水时，不小心把茶水倒多洒在桌面上，这时服务员会很慌张，不知所措，连声“对不起”都忘了向客人说。在接待用餐的过程中，有时服务员上菜上的太快，餐桌上没有多余空间，导致有些菜还没有怎么吃就给撤下来了，尤其是一些价格昂贵的海鲜，客人看到后会很生气，有些服务员就又把那盘菜直接给端了上去，也不知道给换个小盘子。类似很多的情况，宴会服务员处理的方式都不正确。究其原因，大多数服务员对自己的工作不满意，不肯思考着解决问题;对于新的服务员来说没有服务经验，遇到突发情况会惊慌失措。 (三)部门管理方面 、部门人员流失严重 1 阳明温泉山庄宴会厅的经理、主管、领班每年都会换一批，而宴会服务员每隔四五个月的时间也会换一批。管理者由于碍于情面，只能等到与酒店签的合同到期以后才能离职。但是每一个宴会服务员，刚来不到一个月，就想着调部门或者辞职，不想在宴会厅。宴会厅人员流失严重的原因主要有以下几个方面:一、劳动强度大，可支配时间少。二、个人发展前 [2] 景渺茫。三、宴会厅员工工资水平偏低。四、宴会员工身体条件不能适应工作。 总之，宴会服务人员更新的太快，宴会的经营管理模式因领导者的改变而不断发生变化。 2、授权结构不够合理 阳明温泉山庄宴会部的授权结构存在很多问题，例如:(1)宴会预订单下达，并不是下达到主管本人手中，而是中餐厅把预订单传递过来，见到宴会的任何一个人就直接把预订单 [3]给他，宴会主管并没有签字确认。(2)人员配置与接待规模不相适应，宴会服务员的配置有时多、有时少，更有甚者，向中餐或西餐借不到人，服务人员就不够，需要某个娴熟的服务员一个人做三桌或四桌服务。(3)来帮宴的服务员不清楚自己的工作职责，工作程序，不听宴会主管或领班的调遣，而是和自己部门的人凑在一起，出现扯皮、推诿或相互依赖的their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 现象。 3、员工权限分配欠缺 在阳明温泉山庄宴会接待过程中，会出现员工权限下放问题。例如:在接待会议时，没有主管、领班在场，服务员在服务过程中就会出现“你一言我一语”的现象，导致客人也不知道该听谁说好，甚至客人对此很反感;在接待用餐时，从外部门借来帮宴的人员对宴会的操作流程不是很清楚，主管分配任务时，不能让宴会本部的服务员带领来帮宴的服务员一起工作，宴会本部的服务员不能对别的部门的服务员给予正确的引导，导致宴会工作效率和服务质量下降。 4、管理方面不够人性化 阳明山庄宴会厅最大的问题就是不能进行人性化管理。有时在用餐摆台或会议摆台时，不允许员工交谈或者休息片刻，使得工作气氛十分沉闷。阳明山庄宴会厅人员配置远远没有达到标配，服务人员七个人，一天工作十几个小时，几乎没有轮休的时间。宴会服务员除了参与本部门的工作以外，还要被派到中餐厅或者西餐厅帮忙，一个月下来搞得服务员身心疲惫。 5、与其他部门缺乏沟通 阳明温泉山庄宴会厅与其他部门的沟通较少，只是停留在去中餐厅或者西餐厅帮忙。双方的主管、领班、服务员私底下没有多少交流，只是听从上面的领导安排。例如:中餐厅或者西餐厅的服务员来宴会厅帮忙，他们来之前会想宴会厅的人会欺负他们，会把重活分给他们。这就是领导者不提前沟通交流，让自己部门的服务员直接去帮忙导致的，没有告诉他们的服务员其实宴会厅分配的工作任务是平等的，甚至宴会厅的人干的活比他们的更重。同理，宴会厅的服务员去别的部门帮忙也会出现上面的情况。还有就是当客人用餐结束后，要收拾场地、打扫卫生，别的部门的服务员就会偷懒耍滑，像这种情况比比皆是。 6、酒店宴会营销工作比较滞后，目标市场细分不够 阳明温泉山庄的营销工作主要是客房和温泉，宴会的营销放在次要位置，不能对宴会市场进行分析;宴会自身的优势、劣势是什么都分不清楚;不能明确酒店宴会的主要市场;不能明确宴会的销售目标，对那些临时租用会议场地用来做游戏的活动也接待。 7、缺乏创新 用餐的台型设计没有太大创新，每行每列整整齐齐地对应着。会议室会议桌的台型设计不是“u”字型，就是“口”字型，不尝试摆成其它的形状。再有，就是宴会的菜品缺乏创新。 their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. (四)宴会场景方面 1、场景布置模式化 宴会场景设计的要素主要包括宴会的光线、色彩、温度、湿度、气味、家具、花草景色、 [4]台型设计、台面布置等方面。而阳明温泉山庄存在的主要问题是光线只用白炽灯灯光，没有尝试过彩光或者烛光;台型设计模式化;花草景色单一，每次都摆同一种盆景;会议茶歇 台的台面布置模式化等。这些问题都影响到宴会的质量，不能给客人带来另一种美的享受。 2、场景布置不是以简便、快捷为依据 阳明温泉山庄宴会的场景布置并不是以方便客人、方便自己为根据。例如:宴会餐桌有时候会摆到门的旁边，导致客人进出十分不方便;舞台的梯子会摆到舞台的正前方;用餐的工作落台离门太近，妨碍客人和服务员的进出;摆放的茶歇台离会议室太远，不方便客人取食;在用餐摆台的时候，有点混乱，餐桌上已经有的餐具，又重复的摆了上去，这样很浪费摆台的时间等。 3、场地的硬件设施老化 由于长时间的经营接待，宴会场地的硬件设施出现老化的现象。例如:场地内的壁纸出现翘皮、发霉的情况;地毯上的酒质或者其它脏污清洗不掉，甚至糟裂;音响设备经常出现问题;灯管或灯泡使用时间长需要换新等。 4、不能根据需要及时调整场地的灯光 在宴会会议接待的过程中，客人会用到投影仪，但是服务员不知道调整一下灯光，会议室的灯光和客人刚来时的灯光一样亮，这时就会影响到投影仪的效果，投影布上的画面会有些不清晰，客人看不清画面。在接待婚宴、公司年庆时，会用到舞台，这时需要调整场地灯光亮度，但是服务员为了省事不会主动调整灯光亮度。 5、场地硬件设施检修拖拉化 宴会场地内的硬件设施主要指吊灯、洞灯、音响设备、壁纸、桌椅、门窗、墙壁、地毯等。每当这些硬件设施出现问题时，宴会厅的工作人员会及时报到工程部，但是工程部的师傅都是过了半天才来修理，这会影响到宴会的接待效果。 (五)菜单、酒水方面 1、菜品样式基本固定 酒店宴会的菜品主要有二十几种，其中有十几种是常上桌的菜品。冷菜如:三文鱼;热菜如:余姚三鲜、石磨豆腐羹、多宝鱼、黑椒牛仔骨、五谷丰登;点心如:蒸饺、榴莲酥;水果如:西瓜、草莓、哈密瓜等的拼盘。菜单上的菜品不能随着季节的更替而改变，消费者their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. [5] 不能有新的菜肴体验，这样导致菜肴对消费者的吸引力大幅下降。 2、菜单配置模式化 每次宴会接待用餐的菜单基本上固定，冷菜主要有八种，不能随季节变动而调配一下;热菜主要有十几种，没有新的菜品增加进去;点心几乎是蒸饺或者榴莲酥，水果也不是随季节的变换而更换。 3、酒水品种不齐全 宴会的酒水常用的有雪碧、可乐、橙汁、红酒、哈啤、小糊涂仙，而客人需要的加多宝、和其正、椰汁、燕京啤酒、五粮液等几乎没有，不能满足少数客人的需求。 4、酒水输送不快捷 宴会的酒水每次都要从三楼跑到一楼大堂吧去拉上来，这中间就要耗费十五分钟左右的时间，导致客人等待的时间过长，影响宴会的服务质量。 四、酒店宴会部建设的对策分析 (一)宴会管理理念方面 1、合理的定位宴会 宴会是一种特殊的餐饮产品，阳明温泉山庄宴会的定位是成为长三角的会议中心，以会议为主来拉动餐饮和其它部门的营业收入。它的总定位是合理地，其中公司会议和同学会接待的比较多，能够选择适合自己的客源市场。但是，它的定位还存在不足，还应该做到:山庄宴会会议接待应该主要从以下四个方面抓起，分别是公司或企业举办的会议、各类学术团 [5]体和民间团体举办的会议、党政部门和外交机构举办的会议、个人社交活动举办的会议。对于用餐接待，一桌、两桌的小规模的用餐服务应该预定到中餐厅去。宴会厅的用餐接待，一定要根据自身拥有的资源和条件进行接待，不适合做的就不要做。用餐接待要重视家庭宴会市场，创新主题的体验，例如:在婚宴的经营中，应竭力发挥自身的特点和优势，增加婚 [6]宴服务的含金量。阳明山庄宴会部不管是接待用餐，还是接待会议要选择适合自己的市场， 做好市场调研，进行市场细分工作，充分挖掘市场潜力，为酒店宴会创造收入。 2、及时更新管理理念、吸取好的经营管理理念 阳明温泉山庄的管理者在处理员工犯错的问题上，能依据制度办事;宴会管理者在下达命令后，能亲自进行协调、检查，对每一个工作细节，都要逐项检查、落实，抓深抓细。但是，还有很多理念需要阳明温泉山庄宴会管理者更新和吸取。比如:管理者要在关键时候抓住关键问题，防止坏事情发生。对员工的培训要有层次、有内容、有重点，按计划和进度落实到具体工作中，派人监督并检查培训质量。注重员工业务基础的培训，员工只有做好基础their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 工作上才能讲工作效率。阳明山庄宴会厅经营管理的两个方面，一个是服务质量，良好的工作作风和思想意识是好的服务质量的前提;一个是管理水平，酒店宴会管理者善于发现并解决问题是提高宴会管理水平的关键。阳明山庄宴会管理者要明白宴会部的质量和声誉不能随着某一位管理者的离开而失去。宴会的人员可以轮换，但质量却不能下降，维持宴会的风格是最重要的，也是最艰难的。管理者不能感情用事，把个人情绪带到工作之中，一定要分清工作和生活。 总之，要把以上这些理念深刻的灌输的每一个宴会管理者的心里，细心的发现经营管理过程中出现的问题，及时找出解决对策，把宴会的服务质量提上去。 (二)服务方面 1、培养员工的服务意识 微笑和问候是宴会员工服务意识的起点。阳明温泉山庄宴会服务员能够微笑着迎接客人，满足客人的要求，服务过程做的很好。但是，他们还要克服自身的不足，例如:当某一位客人找不到卫生间时，如果员工能够及时地微笑问候客人，引导其说出自己的需求并指引客人，客人会认为宴会厅员工的服务意识较好。阳明山庄宴会管理者在要求员工的同时，应该从自身做起，鼓励并协助员工为客人提供服务，帮组解决问题，培养员工的服务意识。 2、加强员工的专业技能培训 为了更好地方便员工服务，阳明温泉山庄的宴会管理者要对宴会员工的专业技能进行培训。但是，宴会培训的时间是少之又少，培训效果太差。所以，宴会管理者要针对宴会员工的宴会服务操作流程，有计划、有目的地分批次进行培训。对员工的技能，既可以现场进行培训，也可以专门抽出空闲时间，选择合适的场地由管理者进行培训，或者由技能娴熟的老员工真实场景地对新员工进行带练。 3、提高员工对客服务热情 要提高阳明温泉山庄宴会部的员工对客人服务的热情，要求员工不只是把基础的工作做好，在服务过程中，见到客人要微笑问好。宴会的服务员在迎接客人时，要主动上前热情地为客人引路。宴会员工要注意观察、发现客人的需求，尽快的给予满足。当客人去卫生间时，要积极主动的为客人引路，而不是大体描述一下卫生间的位置，敷衍了事。当客人有需求时，宴会有条件满足客人的需求，要尽快满足客人需求，服务员不能推三阻四的。只有给客人留下良好的服务印象，客人才会考虑再次选择阳明山庄。 4、培养员工随机应变的能力 阳明温泉山庄宴会服务员能够对突发情况进行灵活的处理。但是，他们对突发情况处理their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 的不是很令人满意。山庄宴会厅对服务员的随机应变能力有很大的要求，如果不能随机应变，很容易造成顾客与宴会厅的矛盾，导致宴会的信誉受损，给客人留下坏印象。作为山庄宴会管理者，应该多去引导员工，多讲一些处理突发事件的案例。员工哪里差，宴会管理者就从哪里下手，让服务员遇到事情不要慌、不要急，冷静处理，要对自己有信心。 (三)部门管理方面 1、采取措施防止员工流失 阳明温泉山庄宴会厅人员流失已经相当严重，管理层的人员换了好几个，人员流失这一问题一直存在着，为了酒店长远的发展，宴会厅必须采取措施。例如:(1)人性化管理。做到以人为本，使员工感觉到宴会对自己的信任，进而使员工对宴会厅产生认同感和归属感，以此激励员工。沟通渠道多样化，使工作信息畅达。给予员工发言的权利，让员工有机会提出自己对工作的和建议，同时宴会管理者也能够掌握一线员工的工作状态、情绪等各方面的信息，管理者可以根据情况进行调整。(2)通过多种渠道提高员工的工资。比如:增加与绩效和技能有关的因素对员工进行奖励。(3)宴会人员配置要达到标配，减轻员工的劳动强度，给员工适当的休息时间。 2、合理完善宴会部的组织机构 组织结构管理是现代饭店管理的一个重要特征。阳明温泉山庄的宴会部的组织结构是单线制的，经理、主管、领班、服务员，当然服务员较多，领导者只有一位。温泉山庄宴会厅的管理机构还应该做到精简、统一、自动化、高效率。(1)分工明确。宴会预订单确认后，要传递给宴会经理签字确认;主管负责监管宴会的服务工作。阳明温泉山庄宴会厅这一点做的很好。(2)精简统一。人员设置要与规模相适应，根据接待能力配置服务人员，尽量做到精简。(3)职责清楚。宴会的每个员工要清楚自己的工作内容，按程序一步一步完成。 3、管理权限适当下放，合理分配权限 阳明温泉山庄宴会管理者能够对宴会的接待工作有个整体的把握，保证绝大部分环节不出错。但是，在宴会接待过程中，还要适当把权限下放，合理分配。例如:在接待会议时，没有领班在场，此时要在同为员工的几个服务员中找出一个主事的，当会议出现问题时，主事的服务员出来帮客人解决问题，客人就会知道怎么回事，有助于提升宴会的服务质量。在用餐接待时，从外部门借来帮宴的服务员对宴会的操作流程不是很清楚，宴会主管或者领班可以让宴会本部的服务员带着他们一起做服务并给予正确的指导，从而提高宴会的服务质量。 4、强化部门“以人为本”的管理方式 their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 阳明温泉山庄宴会厅管理者明白和下级人员搞好关系的重要性，在长时间的工作后，管理者明白给予员工适当的休息时间，但是在以人为本的工作管理方式上让人失望。例如:在用餐摆台或会议摆台时，要给予员工交谈的自由和休息时间，使得工作气氛不那么沉闷。优化宴会劳动力虽然重要，但是也要保证宴会劳动力充足。宴会员工把本部门的工作已经做完的情况下，应适当的给予员工休息时间。主管要提前与服务员协调好，服务员轮换着去中餐厅或者西餐厅帮忙帮忙，使得每个服务员都有休息时间。 5、加强酒店各部门之间的沟通交流 阳明温泉山庄宴会厅与其他部门的沟通较少，所以宴会管理者要多与其他部门的管理者沟通交流，方便工作的开展。例如:中餐或者西餐的服务员来宴会帮忙之前，部门主管之间应该提前沟通交流，而不是让手下的员工直接去帮忙，应该告诉他们的员工其实分配的工作任务是平等的，甚至宴会的员工干的活比他们的更重。为了防止别的部门的服务员会偷懒耍滑，宴会主管应该在他们来帮忙之前就和他们的主管沟通好，让他们的主管事先强调一下或者在接待工作开始之前专门开一个短会进行强调。不能只靠餐饮部总经理来调配人员，那样是远远不够的，各部门的人员要多交流。 6、加大酒店宴会营销工作力度，细分目标市场 阳明温泉山庄宴会的营销工作不容乐观，虽然酒店营销人员对宴会厅的布局、结构、面积等很清楚，知道哪些是关键宴会市场，能对宴会厅进行目标市场细分，但是这些是作为酒店销售人员必须知道的、最基本的知识。除此之外，他们还要对同区的宴会市场竞争进行分析，对自身的优势是什么、劣势是什么要清楚，为进一步确定宴会的目标市场提供依据。阳明山庄宴会厅应扬长避短，充分利用自身优势，确定凭借宴会现有的硬件设施，可以接待何种档次、何种性质、何种规模的宴会。 7、增强创新能力 阳明温泉山庄宴会用餐的台型设计总是拘泥于老模式、没有创新，这就要求宴会工作人员大胆运用场地条件，根据不同的场地灵活的进行摆设。宴会会议室会议桌的台型除了摆放“u”字型和“口”字型外，宴会的管理者可以与客人私下商议尝试一下其它的台型(岛屿型、鱼骨型等)，可以根据场地的不同大胆的创新，尽量满足客人的多品味需求。 阳明温泉山庄宴会的菜品色、香、味俱全，但是需要大胆的创新，给客人带来不同的饮食体验。宴会要发展不能只是在食品上做文章，其它方面也要创新。一是要推陈出新，中国是五千年的文明古国，有丰富的文化遗产，精美的传统菜肴，阳明温泉山庄宴会要充分挖掘这些宝贵的财富，运用到现代化宴会上来。二是要灵活多样，把现代化娱乐形式、生活方式their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 结合进宴会。阳明温泉山庄宴会厅的经营管理只有时时创新，处处创新，事事创新，并注意在创新中改进，在改进中创新，不断完善，逐步形成“人无我有，人有我好，人好我新，人 [7]新我奇，人奇我特”的特色和亮点，才能在竞争中抢占先机，扩大市场。 (四)宴会场景方面 1、摆脱模式化场景 阳明温泉山庄宴会背景以暖色调为主，墙壁、地毯、灯光都是淡黄色，符合绝大多数客人的要求。但是宴会场景设计要把它的各个要素进行搭配，让客人能有舒适、安全、美的感受，给客人带来不一样的宴会体验，提升宴会的服务形象。山庄宴会可以尝试使用白炽灯光、彩光、烛光等多种灯光的组合搭配;台型设计要根据接待规模的大小、主题、场地面积，大胆地进行创新，摆出突出、和谐的台型，给客人一种“别有一番风景”的感觉;花草景色要随四季的更替而变换，不能过于单一，多供应几种适合宴会用的盆景;茶歇台的台面布置要大胆的进行创新，做到即美观又实用等。阳明山庄宴会只有把每一个细节都做好了，才能使宴会的质量提升上去，给客人带来一种美的享受。 2、场景布置以简便、快捷为主 阳明温泉山庄宴会的场景布置大体上能满足客人的要求，但是在细节上还应该下功夫。例如:宴会餐桌不应该摆在门的旁边，要尽量利用内部空间，把门口的空间留的大一些，方便客人进出;舞台的梯子应摆在舞台的两侧，即美观又不影响舞台的效果;茶歇台尽量摆放在会议室的旁边，方便客人享用;在用餐摆台的时候，做好分工，一人摆放一样餐具，节省摆台的时间等。 3、及时更新硬件设施 阳明温泉山庄宴会场地的硬件设施由于长时间的经营接待，导致硬件设施出现老化的现象。这时就需要宴会管理者对场地内的硬件设施定期进行检查，对于一些老化的实在不行的设施要及时上报有关管理部门，要求进行更换。 4、根据需要及时调整场地灯光 对于阳明温泉山庄宴会场地灯光的控制，在客人有要求时，服务员还是能做到让客人满意。但是，在平时状态下服务员就不能根据当时的情况进行调整。比如:在宴会会议接待的过程中，客人会用到投影仪，这时服务员就要在不影响客人开会的情况下，根据会议的情况调整灯光，使投影布上的画面清晰，让每一个客人都能看清画面。在接待婚宴、公司年庆时，会有舞台和灯光的搭配，这时服务员需要在接待开始前主动询问主持人是否根据需要调整场地灯光，如果客人需要，就主动配合把场地灯光控制好。 their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 5、及时检修场地硬件设施 为了使阳明温泉山庄宴会厅场地美观、方便，场地内的硬件设施必须要及时检修。山庄宴会厅的主管每天都会巡视一下宴会场地，这一点做的很好。当硬件设施出现问题时，宴会主管或者领班要亲自查看一下，哪里出现了问题，然后及时报到工程部，并把工程部推迟修理的问题反映给上级管理者，让上级管理者与工程部管理者进行沟通，彻底地把这个问题解决掉，使宴会的接待效果提升上去。 (五)菜单、酒水方面 1、菜品样式应多样化 阳明温泉山庄宴会的菜品在口感和外观上还是让人满意的，但是菜品要随季节的更替而发生改变，把季节菜给更好的做出来，供客人品尝，把新菜品推销出去。对于同样的食材，要做出多种样式的菜品。 2、菜单配置应灵活化 阳明温泉山庄宴会用餐接待的菜单要灵活配置，冷菜、热菜要随季节更替而调配一下，时常出一些新的菜品;点心和水果要随四季的轮换进行搭配。不断更新经营菜系，推出不同 [8] 季节的特色菜，满足顾客求新、求异的心理。 3、酒水配置应尽量满足大众化需求 阳明温泉山庄宴会的酒水虽然品种较多，很多都是常见的、市场上畅销的，能满足绝大多数客人的需求。但是除了常用的那些，也要增添一些不常上桌的，比如和其正、椰汁、五粮液等。 4、酒水输送要方便快捷 阳明温泉山庄宴会主管能提前备好充足的酒水，但是山庄宴会的酒水都是本部门的员工自己去拉，不是大堂吧管酒水的人员送过来，这要耗费很长的时间。为了方便宴会酒水快速输送，不至于让客人等的时间过长，宴会主管在用餐开始前半小时左右的时间就要派一名服务员去大堂吧备好酒水，拉到三楼。 总之，阳明温泉山庄宴会厅的经营管理需要宴会厅员工从各个方面下功夫，注意观察和发现宴会经营管理过程中的问题并及时解决。进而从整体上提升宴会厅经营管理水平，找到适合山庄宴会的经营管理模式。 参考文献: their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. 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Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development.