Urgent for a paper on hotel management! ! ! !

Modern management is a science.

It not only needs new ideas and science.

And pay attention to the internal division of labor and cooperation, which is the so-called team spirit.

To run a good hotel, you must first have a good one.

Constant reform and innovation are attractive to customers, so how can they be attractive? I have several suggestions:

I. Reform of Housekeeping Department

Generally speaking, the division of labor in the housekeeping department of a hotel is not very clear, and it is difficult for guests to find their own rooms. I suggest:

1, the division of housekeeping department should be clear: high, middle and low-grade rooms should be separated. Well done

One area is a high-grade house, one area is a middle-grade house, and the other area is a low-grade house.

2. The decoration of the housekeeping department may be different from other hotels, so you can add some scenes. (such as flowers, grass, trees, etc. ) make guests feel strange as soon as they walk into the guest room. I have the following points to discuss:

(1) wake up gently. Because many people are used to adjusting the wake-up time according to the lights instead of the alarm clock, the new wake-up system will gradually increase the lights in the room half an hour before the wake-up time set by the guests until the lights are as bright as during the day.

(2) No key.

System, identify guests by fingerprint or retina;

⑶

Windows provide guests with their own choice of scenery outside the window;

(4) Automatic induction system, light, sound and temperature can be automatically adjusted according to each guest's preference;

5] "white noise". Guests can choose the background sound that makes them feel most comfortable;

(6) Electronic control

, can make different guests get the most comfortable bed feeling;

(7) A diet specially designed by nutritionists according to the physical condition of the guests.

The above costs may be too high, but we can learn from them in the future. These are also the trends of hotel development in the future.

I think the development trend of room service is as follows:

1, project concentration

The establishment of room service projects not only considers the restrictions of grades and stars, but also fully considers the needs of guests and the actual situation of the hotel, so that the service projects tend to be rich. Even if it is the same service project, we will strive to form the service characteristics of our hotel. For example, some hotels located in scenic spots with beautiful environment, considering the inconvenience of guests, set up small libraries in the floor area to enrich the evening life of some quiet guests. The same room mini-bar service, due to the different reception guests, some hotels mainly put snacks, and some hotels put fast food noodles and other foods that can satisfy guests. All these differences make the room service items tend to be rich and can better meet the needs of guests.

2. Personalized service

Standardized, programmed and standardized service is the basic guarantee of hotel service quality. However, only standardized service without personalized service is not perfect, and it can't really meet the needs of guests and make them completely satisfied. Therefore, in today's increasingly fierce competition in the hotel industry,

It has become a favorable means of hotel competition and a general trend of service. This is especially true for room service. provide

In order to gain the loyalty of the guests and the right to use the room.

Establish a perfect customer history file, and constantly adjust the service rules and standards according to the changes of customer needs. For example, hotels that provide turndown services should be able to ensure that they can open their favorite beds and put their favorite fruits, tea and other items. Instead of forcing all the guests to read the same newspaper, they put what they like into the guest room according to the historical files of the guests.

3. Intelligent facilities

With the advent of high-tech era, guests, especially some business guests,

All kinds of facilities in the store put forward higher requirements, which led to the intelligent development of guest room facilities. If the room key system uses intelligence.

Key lock system, even induction.

, fingerprints

System; guest room

, use

Control, people enter the light, people exit the light and so on. There is also an advanced communication system that can be accessed.

Interface, electronic room and TV system that can provide guests with information such as hotel consumption, room reservation, ordering and movie selection.

4. Green rooms

Today, when sustainable development is advocated, it has become a fashion to create a green hotel, and room greening is an important part of it. Therefore, guest rooms are generally placed in guest rooms and bathrooms.

No-wash reminder card; Reduce the types and quantities of guest supplies that most guests don't need, and remind guests that if they need these items, they can inform the room center to provide them; Use shower gel and shampoo in the bathroom.

Replace the traditional disposable container and reduce the pollution of disposable container to the environment; The small refrigerator in the guest room adopts absorption environmental protection products; Reduce the use of disposable plastic products and so on.

5. Designer culture

The design of guest rooms pays more attention to people's feelings and tends to the direction of people's cultural development. For example, the location of the socket is carefully designed to facilitate the use of guests; The chair will be more comfortable, with at least wheels that are convenient to move and adjustable in height to meet the dual needs of guests for office and rest; Lighting not only beautifies the environment, but also meets the needs of reading and work, with sufficient brightness and so on. In addition, considering the needs of disabled guests, all the floor areas that disabled guests may reach should be barrier-free, and the facilities that may need to be used should be self-help without the help of others, which also reflects a social civilization.

6. Diversification of types

With the development of the hotel industry, some

Our hotel has begun to create its own characteristics, and the room type is an important aspect different from other hotels, which makes the room type present a diversified development trend. Such as business rooms, meeting rooms,

Guest rooms, non-smoking rooms, ladies' rooms, children's rooms, disabled rooms, blind rooms, big bed rooms, connecting rooms and so on. With the diversification of guest room types, the hotel has gradually formed its own characteristics and tried its best to be unique.

The guests at the meeting were very satisfied.

Second, the reform of catering background music and catering work

In order to create a relaxed and comfortable atmosphere and even give employees a comfortable working environment, a high-end restaurant needs the help of background music in addition to the requirements of service, hygiene and food quality. However, most restaurants often pay insufficient attention to the management of background music. I have the following suggestions:

1, choosing light music for the first time to mobilize staff morale;

It is pleasant to have light music in business.

3. The music during the rest time is mainly lyrical and gentle;

4. At the beginning of your business, you can play the same song regularly to remind you;

5, business taboos.

It is best to give priority to light music, while maintaining beautiful fixed tunes as the main theme of the restaurant.

The system should be moderate, neither big nor small, and it needs special personnel to be responsible;

It is a complicated management structure: there are many complicated procedures for cooking a dish, such as material selection, rough processing, fine processing, heating and ripening, seasoning, taking out the pot and loading the plate. Catering relies on traditional crafts to serve consumers, with many types of work, fine division of labor, high requirements and strong technology. The cooperation of all links is very important, and each post should be arranged reasonably and the division of labor should be reasonable, so it is necessary to choose a good team of chefs.

Special attention should be paid to the following matters

Talk about my opinion: As the saying goes, "three points technology, seven points management". As far as management is concerned, it is very important. In management, we should emphasize results, efficiency and strength.

Quantity. Survival lies in management, which is not good and the benefit is not good.

In order to do a good job in our hotel, we summarize the following management experience.

(1) Improve the quality of employees. Abide by professional ethics and be strict.

, clear management regulations, formulate various management systems and production standards, and do a good job in organization, command, supervision and adjustment of all links. Service personnel must be trained before taking up their posts, reward diligent and punish lazy, and encourage employees to make progress.

System, summarize the shortcomings and carry forward the advantages.

(2) Make the best use of everything. No matter what kind of dishes you manage, you should put waves

Minimize it and increase the cost of goods to the highest. The cost of raw materials is the basis of dishes, and the cost determines the level of profit. Therefore, in the selection of materials, the cost will be reduced, the profits will be given to consumers, and the price will be better accepted by customers. Establish a standard card for the variety of dishes, make clear the variety, specification and quantity of raw materials used, and accurately calculate the cost. All products are operated according to the specifications and standards, which not only controls the cost, but also ensures the consistency and standardization of product quality, which is very beneficial to maintaining the quality of meals.

(3) Leading the business with leading dishes. Starting from the mid-range dishes, we constantly introduce our special dishes and sell them at a slightly higher cost, so as to stimulate the consumption of guests, activate the hotel atmosphere, and adapt them to the needs of consumers of all grades, so as to seize the initiative of the catering industry. (4) The food has no definite taste, but it is delicious. No matter what kind of dishes you manage, do as the Romans do, consider local tastes, adapt to changes in local tastes, and make them acceptable to consumers. If the customer thinks it's delicious, it's "Long live". besides

Hong kong style

、

、

Combining with the local living habits, we should also adapt to the local tastes and living habits on the basis of highlighting its characteristics and looking for it.

(5) to

All departments should grasp their own responsibilities (including raw materials, sanitation, etc.). ). Account books must be established for purchasing, warehouse and production.

; Services, production and cashiers must also be well established.

. Realize fragmentation

, regularly check the health and production situation of each department to form a good working environment. In my opinion, if we want to do a good job in our hotel, we must understand the general environment and trends, master the psychology and tastes of customers, and be aware of them.

Find a way to operate. Traditional dishes go hand in hand with improved imported western food and innovative dishes. Only by broadening our thinking can we adapt to the consumption demand of today's catering market economy and society, gain a foothold in the fierce competition and lead the catering industry.

Third, the human resource management of the catering department.

The catering department is an indispensable department for modern hotels to serve customers and generate income for hotels, and it plays an increasingly important role in hotel management. With the development of social productive forces, international social and economic exchanges have become increasingly frequent.

With the rapid development and the substantial improvement of people's living standards, the catering industry is bound to further prosper and develop.

The diversification of competition makes the catering market more competitive and faces the challenge of going global.

Opportunities and challenges. In the final analysis, the competition between the hotel industry and the catering market is essentially the competition of talents. If we want to be invincible in the fierce competition, we must be in line with international standards as soon as possible.

The first problem is to do a good job in the human resource management of the catering department, and to "establish people-oriented" and "people are the first element of the enterprise"

Do a good job in the human resource management of the catering department, fully mobilize the enthusiasm of all employees, and create better economic benefits and

, should be from the reasonable staffing, scientific arrangement, staff training,

Wait a few aspects.

First, reasonable staffing and scientific arrangement

The quota is

The basic work of the food and beverage department prepares various plans and implements them.

And economic accounting system, provide scientific basis, can prevent.

The disadvantage of unequal labor services is conducive to improving the enthusiasm and labor efficiency of kitchen and restaurant employees. One principle to be observed is to emphasize the word "fine", the organization should be fine, the personnel should be fine, the operation should be full, and everyone should take care of everything.

I think the following methods can be adopted:

(a) according to the scale, grade and proportion of the hotel. Generally speaking, managers should master 1: 10, and the ratio of restaurant staff to kitchen staff should be 1: 1.

(2) According to the labor efficiency, the quota is combined with the quota. Many restaurants set quotas according to the types of restaurants, tables and chairs and the number of guests they can receive. For example, the banquet hall and senior banquet: 1 round table, 10 guests need 2-3 waiters; General banquet: 1 table, 10 guests, one waiter is enough.

(3) News

Staffing: the office staff of the food and beverage department and some positions that need to be looked after can be staffed according to the scope of responsibilities; According to the number of equipment, but also according to the professional ability and proficiency of employees, specific grasp.

(4) Scientifically arrange shifts. The catering department needs to adapt to business needs because of many types of jobs and great job differences. No matter whether it is a one-shift, two-shift or three-shift system, it is necessary to meet the needs of restaurant operation and service, and make reasonable and scientific arrangements, that is, give full play to the enthusiasm of employees, ensure full-load operation, consider the endurance and difficulties of employees, care about their health and avoid long-term work.

The endurance of people who have war-weariness at work is limited,

Not enough rest for a long time will drag down the body. Over time, restaurant operations will be affected.

In personnel quota management, it is necessary to achieve "everyone is in charge of everything"

Mechanism. Simplify complexity, multifunction, multifunction, multifunction, multifunction.

B, pay special attention to the training of all employees.

If the catering department wants to gain obvious advantages in the fierce competition, it must strengthen the training of all staff and improve the overall quality. To do a good job in training, the key is to innovate in thinking and constantly accept new theories, concepts and new things. Only by continuous innovation can sustainable development be achieved, and innovation is also a catering enterprise.

As long as we persist in ideological innovation, we can do it.

Provide new products to guests. Training is essentially a process of learning new knowledge, new theories and new technologies.

A large number of data show that training and non-training are completely different. Foreign hotel groups have many training bases, which are very strict every year.

A well-known brand like KFC attaches great importance to it.

, and has a training and education base. Improve the quality of employees through training

, enrich and improve employees' own knowledge and provide personal development opportunities, and

Injected with vitality.

In recent years, as in China, a well-known brand "Xiao" has appeared.

"、"

"Their success is also attributed to training and learning. They

Learn from advanced modern countries such as Japan, America and Europe.

. Ask domestic university professors, catering industry experts for guidance, or hire professionals. Their similarities are learning, learning and learning again.

The overall training of the food and beverage department mainly includes: management personnel training, professional ethics training and professional knowledge.

And basic foreign language training.

Training methods should be flexible and diverse, taking various forms, and the most commonly used ones are "please come in" and "send out". Invite experts, professors and culinary masters from universities at home and abroad to teach and practice business theory knowledge.

If conditions permit, send management talents and business backbones abroad for further study, or study in well-known domestic catering enterprises. In order to consolidate and assess the learning effect of the training, we should carry out on-the-job training, technical competition and business assessment in a planned way at ordinary times to consolidate the management level, cooking technology level and service skills.

C, establish

In terms of employee motivation, through the construction of corporate culture,

, in the enterprise to form a kind of

and

It consists of specific objectives and comprehensive means.

System, in

As for employee motivation, the well-known brand "KFC" pays special attention to incentive culture. The successful development of KFC in China also benefits from the incentive culture. Group executives often personally visit restaurants to motivate employees, and regularly visit restaurants under their jurisdiction, so that communication between superiors and subordinates is more effective, and subordinates have a sense of honor and pride and enhance their sense of responsibility.

"Team spirit is the soul of an enterprise!" In practice, I think the following measures should be taken:

(1) First, we must have a good business environment.

Only by establishing a good environment that can make employees feel cared for and respected will employees consciously redouble their work. Without happy employees, there will be no happy guests.

(II) Ideals, objectives and employees

Incentive of

According to the development of the enterprise, formulate specific goals, so that everyone has their own work goals, encourage employees to compete for the completion of work goals, and encourage employees to overcome difficulties and fail to achieve goals.

The determination to realize self-worth. For example, enterprises participate in activities such as creating excellence and star rating, and motivate employees with the goals they want to achieve, so that they can create all conditions regardless of remuneration and working hours and forget their work in order to achieve their goals.

(3) The power of example is infinite.

Examples are very specific, such as leadership.

Advanced figures and role models of the unit, as well as heroic models in society and history.

Can motivate employees to make extraordinary achievements.

(D) rewards and punishments are clear, and people are encouraged by the system.

Moral and material rewards and punishments have always been a powerful and effective incentive factor and management means.

For example, good technology and great contribution,

Employees should be praised spiritually and rewarded materially. You can change to a key position or a position that can play a greater role, get promoted, go out for further study, or give priority to housing. Through the above means, it will have a positive impact on the psychology of successful people, generate positive power and promote the healthy development of interpersonal relationships within enterprises.

Those who have poor skills, violate discipline and cause losses will be punished, and employees who refuse to change their teachings will be dismissed. Appropriate punishment can make people around you educated and take warning. If there is no punishment, it will affect the enthusiasm of employees and bring bad consequences.

Well-known brands and successful catering enterprises at home and abroad have a set of products that conform to the actual situation of their own enterprises and

To regulate the words and deeds of employees. Molding a group of people with the system ensures the high-speed operation of the works; A series of effective institutional measures have laid the foundation for enterprise management.

Practice has proved that the power of institutional management is long-term, and the power from scientific mechanism is enormous. As long as the absolute authority of the system is effectively maintained, enterprises can embark on the road of standardized management.

Four, the hotel can choose the competitive strategy in the competition, I think there are the following points:

1, win by innovation. With the changes of objective environment, customers' consumption desires and habits, the hotel has continuously developed new service items and contents, and has made new ideas in the aspects of hotel architectural appearance, guest room and restaurant layout.

Step 2 shit

Won. Service quality is the survival and development of the hotel.

, is the core of improving the competitiveness of hotels. Even the best hotel facilities, if not,

Those that match will also be eliminated in the competition; On the contrary, the equipment condition is poor, if possible.

, can also win the trust of the guests and win in the competition.

3. Win quickly. Quickly adapt to the changes in market demand and provide satisfactory services to guests in time.

Only by working hard on the word "fast" can we grasp the initiative, seize the favorable market opportunities, take the initiative in the competition and win quickly.

4. Win by advantage. Hotel management should

Only by giving full play to one's own advantages and strengths can one gain a favorable competitive position.

Verb (abbreviation of verb) Retrospect and Prospect

Looking back ten years, we can foresee ten years later.

Summarize the experience and lessons, and don't repeat them. Be good at discovering from the road you have traveled.

Think and predict what to do next and what measures to take. Although it is impossible for us to know 500 years in advance and the next 500 years in advance like Confucius, we must at least know 10 years in advance, otherwise we will not be competent business leaders.

Pursue the word "win" with talents that ordinary people can't reach.

Innovation and creation

There is no fixed market and no fixed management. What made us make money last year may not work this year. The environment is constantly changing, and managers must constantly innovate and create. From hotel products and services, from hardware to software, from work to life, we must constantly innovate and create.

Advocating speed and pursuing change. From service to management, from process to mode, there must be innovation and change. Not innovating means that you can't innovate, so you can only wait and be eliminated.

We should constantly change the basic framework of the company, learn to use new business methods, let employees adapt to the new working environment, and let them dare to take risks and innovate.

In the increasingly competitive modern society, the hotel industry as

One of the pillar enterprises in China is facing great challenges. The rapidly developing Shanghai.

, at the forefront of competition. 1998, another luxury hotel-Nanxinya Hotel opened. Through the preparation and management of the hotel, the author used modern technology in the management of the hotel for two years.

In practical work, I have benefited a lot and deeply realized its modern significance.

Play an important role in.

First of all, it is

The hotel is located in the downtown area.

Period, but it is surrounded by the Helen Hotel.

、

Wait a lot of knowledge.

Shops, if you want to gain a market among many competitors,

Play a decisive role. And to set a good position, it must be implemented.

. hotel

The main reason is the effective use of various marketing expenses and resources of the hotel. After our market segmentation, we have a correct understanding of the market, so we have formulated a flexible and diverse price system suitable for Nanxinya hotels.

Secondly, quotation.

With the transcendence of fixed-point marketing concept, the past tradition

It takes consumers as the center, but ignores the marketing strategies and behaviors of competitors. Today, the essence of marketing is not only to meet human needs and desires, but also the conflict between enterprises. Therefore, modern marketing should establish a marketing strategy that considers both customer needs and competitors. Under its guidance, observe and analyze competitors' so-called "knowing each other".

Then, a series of successful marketing measures were formulated and implemented, and finally victory was achieved. In order to compete for the market effectively, we adopt the latest concept of fixed-point transcendence. The so-called fixed-point transcendence concept is a brand-new strategic marketing method adopted by many well-known enterprises in order to effectively compete with competitors for the market. We compare ourselves with our competitors, regard the best among them as our development goal, and transplant its advanced experience into our daily management through investigation. I visited a number of five-star hotels in Shanghai, and through the study, I strengthened the details of working procedures, operating procedures and incentive sales. All departments, and carry out quality inspection and supervision. At the same time, I also inspected the hotels of the same level around me, and made use of my own advantages in catering. First, a large-scale seafood city was launched in Shanghai, and the "Three Million Catering Delivery" activity was held jointly by the whole group company, so that people from all walks of life could have an objective understanding of the hotel through catering promotion. In this way, the guest room is driven by catering, forming two wings of guest room and catering.

"Business situation. Preliminary practice has proved that the marketing concept of fixed-point transcendence is in modern times.

The role played in this process cannot be underestimated.

Third, customer satisfaction strategy.

:CS(CUSTOMERSATIS？ in fact

Chinese is a relatively new concept, which was first put forward by Japanese enterprises.

Customer satisfaction strategy, its purpose is to urge enterprises to explore effective management methods. improve

According to the development trend of personalized demand, we should take corresponding management measures to establish good customer satisfaction.

, enhance competitiveness and make marketing successful. As far as hotels are concerned, in order to make service an effective marketing strategy, customers must be satisfied. Customer satisfaction has not only improved

And because of good reputation, customers are transformed into potential commercial advertisers, saving a lot of promotion expenses.

CS strategy is based on

To achieve it. With the development of market economy, the competition between hotels will become more and more fierce, and the needs of customers will become more and more diversified, which will inevitably lead to

And customers' "perceived risk" of products (doubts before buying) is increasing, thus eliminating customers' "perceived risk" and improving product quality.

The best way is for the hotel to provide a series of services beyond the physical form of the product.

It is not only a continuation of product concept, but also a means to realize CS strategy. Therefore, the content and form of service marketing should meet the requirements of CS strategy, which requires hotels.

Pre-sale, in-sale, after-sale and

Investment period, growth period,

And take corresponding measures at each stage of recession and recession, and implement all-round and whole-process control with the quality of service marketing as the center. Specifically, the brand-new concept of service marketing quality usually has the following four aspects:

1. Win the hearts of customers. This is a new concept of service quality.

It requires customers to have no worries when consuming service products, mainly including no unsafe concerns and financial risks during the implementation, and not to let customers feel sleepy and enjoy during and after the service.

2. pursue no defects. The so-called zero defect does not necessarily mean that the defect is absolutely zero. Instead, set the current goal with zero as the ultimate goal, and strive to achieve it, and further revise the goal in the process of achieving it. In this way, defect-free does not mean technology, but a technology.

. The improvement and guarantee of service quality is an eternal goal. Therefore, hotels should not waste time inferring what level they can achieve, and the goal of quality work is always 100% perfection.

3.

The quality has improved. This is the basic content of the new service concept. This concept is to confirm that strengthening service quality runs through the whole process of hotel marketing. In fact, many hotels don't realize that there are three kinds of service quality assurance.

All concerns, financial risk-free, during and after the service, so that customers do not feel sleepy and enjoy it.

2. pursue no defects. The so-called zero defect does not necessarily mean that the defect is absolutely zero. Instead, set the current goal with zero as the ultimate goal, and strive to achieve it, and further revise the goal in the process of achieving it. In this way, defect-free does not mean technology, but a technology.

. The improvement and guarantee of service quality is an eternal goal. Therefore, hotels should not waste time inferring what level they can achieve, and the goal of quality work is always 100% perfection.

3.

The quality has improved. This is the basic content of the new service concept. This concept is to confirm that strengthening service quality runs through the whole process of hotel marketing. In fact, many hotels don't realize that there are three kinds of service quality assurance: one is preventive, such as long-term demand information survey, competitor and customer evaluation. The second is monitoring, such as product quality inspection and service arrangement; The third is compensatory, such as redesigning products and hotel image. The traditional practice emphasizes compensatory service, while the new concept advocates that prevention, monitoring and compensatory service go hand in hand, thus forming a virtuous circle of service quality assurance system.

Service quality is the responsibility of all hotel employees. The new concept holds that service permeates the whole process of hotel production and operation, and it is necessary to make the hotel full of hotel culture that satisfies customers and realize standardized and large-scale services.

.

Because we are a new hotel, and

The group manages itself. What we lack is experienced hotel professionals. So, we recruited a group of people in the fourth stage,

Cadres with management experience have enriched our middle and high levels.

, strengthen management. In addition, we still lack our own network, which is why CS strategy is particularly important to us. In order to establish the reputation of the hotel in the society, we held "

Monthly activities; Issue "guest opinion questionnaire"; bring into play

The function of the notebook. In practice, we gradually have a new understanding of modern marketing, and the operating status of hotels is also rising steadily. Through continuous efforts, we put forward the creation of demand and innovative marketing.

restaurant

The focus is not only on mastering non-product strategies such as pricing, distribution and promotion, but also on making it a giant and predicting customers' invisible needs. Seek the long-term development of hotel enterprises through technology accumulation and creation. Of course, creating demand is not a kind of

, but on the basis of grasping the changing trend of consumer demand, follow

and

Unite.

The realization of creating demand is mainly carried out through innovative marketing. The development of modern science and the improvement of consumption level. The change of hotel market environment and the intensification of competition have promoted the continuous derivation and combination of product marketing elements. Creative marketing has become the internal driving force for hotels to adapt to derivative combinations and seek survival and development. The so-called innovative marketing means that hotel enterprises adopt new creative activities that are superior to existing ones in quality in order to achieve the predetermined goals. Innovation mainly refers to product innovation, market innovation,

、

and

These five innovations involve the main aspects and processes of hotel production, operation and management activities. The linkage effect of these five innovations has formed a huge overall potential energy, which is a powerful driving force for hotel enterprises to reduce and avoid risks and seek smooth development.