I need knowledge of hotel management.

Hotel management knowledge

First, there are four situations whether the management is in place: First, the post is not in place. It is manifested in the on-site management of managers. I work hard and have a strong sense of responsibility, but I can't find problems and can't handle them well. Second, it is not in place or not in place. Managers don't know the actual situation in depth and don't supervise on the spot. They lead by example, stay at home and make decisions at will by experience. Because managers are not in place, it is difficult to achieve management in place. Third, in place, in place. Managers are in the right position at critical moments, influencing subordinates with their own practical actions and examples, leading and uniting employees to achieve the set goals, which is a management method that we should actively advocate. Fourth, it can be put in place if it is not in place. This seemingly impossible management style is actually not like this. Some hotel managers don't direct at the work site, and they don't always stare at their subordinates, but their subordinates still clearly know what they should do, showing a high degree of consciousness and responsibility. If a hotel or a department can reach a certain level of management, it means that its management level has reached a certain level. We say this is an ideal management method. Second, how to achieve management in place? Management in place, not only has the authority of the manager himself, but also has the approval of the manager to the superior, and the restriction of the management system. This is not achieved unilaterally through the personal wishes of managers, but through the interaction of groups, the efficient use of institutions, and the enhancement of employees' enthusiasm and cohesion. 1, achieving the goals issued by the organization is the final result of management in place. In the process of management, managers are faced with various problems, such as fierce market competition, aging equipment, insufficient funds, employee complaints, contradictions between departments, customer complaints and so on. Whether to cringe in the face of difficulties and problems, wait passively, or try to solve them actively are different manifestations of managers' work attitude. No matter how much you say, the problem has not been solved and the work goal has not been achieved. This cannot be said that the manager is in place. 2. Establishing a set of effective management regulations, working procedures and standards is the guarantee of management in place. Without rules, there will be no Fiona Fang. Rules and standards are the basis of management, and any manager and employee must consciously implement them without exception, which ensures the realization of management in place. 3. Being able to find and solve problems is the embodiment of the ability of managers. A good manager should keep abreast of the dynamics of subordinates through relevant channels, understand what happens below and help and guide employees to solve problems. Solve problems fairly and objectively; We must be timely and don't delay; We must strictly manage things, not people. 4. Pre-control is an effective method of management in place. Pre-control is a management method and an effective way to achieve in place. It is very important for managers to foresee the complex problems of hotel management and service center before they occur, control them before, during and after, adjust and correct the deviations in time, and forge ahead towards the established goals. 5, to mobilize the enthusiasm of employees is an important means of management in place. Management in place is a process in which all employees participate. Only by mobilizing the enthusiasm of all employees and having the vision of * * * *, employees will love the enterprise, turn it into their own home and work for it voluntarily. In this way, management can be easily put in place. 6, dare to take responsibility, the key moment, is the role of managers in management in place. When there is a problem in the competent department, managers do not shirk, blame or complain, but take the initiative to take responsibility and find the reasons from their own management, which will naturally give employees a positive force. Being able to get ahead at a critical moment means that managers can walk in front of employees and solve problems with their own opinions when the work needs them. This not only shows that managers can play a leading role, but also reflects their ability. 7, pay attention to the art of management, improve the level of leadership, is the core of management in place. Managing by rules is simple, but it is not easy to convince the managed. This requires managers to master management skills and methods in addition to their own moral character and excellent professional quality, and to use different leadership methods to appoint directors and managers; Good at mobilizing people's enthusiasm; Strengthen supervision, master training techniques and improve training ability.

Top Ten Services of Hotel Management

1. Neat service Neat service means that regardless of the grade, the hotel's equipment and facilities must be kept clean and tidy, and the tableware and utensils should be placed neatly; Second, all kinds of products provided should be clean and hygienic, and the instruments should meet the national hygiene standards; Third, it means that the waiters are neatly dressed and hygienic.

2. Brand-new service makes customers always feel brand-new, which is an important factor for hotels to attract customers. The daily replacement of room supplies, the renewal of flowers, the freshness of food and raw materials, as well as the indoor decoration, furnishings and arrangements for customer activities should all avoid duplication and similarity, so as to keep customers fresh everywhere in the hotel.

3. Polite service Polite hospitality will make guests feel at home. Polite service is characterized by friendly smile, sincere welcome, pleasant service, taking the initiative to meet customers' needs without disturbing them, respecting guests anywhere but keeping their privacy. Real courtesy service comes from sincerity and initiative. Polite service reflects the cultural quality of hotel staff and the overall level of the hotel.

4. Fast service The efficient service of this hotel has been praised by customers. Express service is not only reflected in the registration of customers, but also in the daily service work of various departments of the hotel. It's urgent for the guests, and any small matter should be avoided to keep them waiting. Keeping guests waiting is one of the main reasons for complaints, which reflects the inefficiency of the hotel.

5. The basis of trust service hotel service is the good professional ethics and high sense of responsibility of service personnel. It highlights the exquisiteness, initiative and enthusiasm of the service, and makes the guests feel comfortable, safe and convenient, thus gaining the trust of the guests. On the one hand, it provides protection for all possible accidents and gives customers an absolute sense of security; On the other hand, the service provided should be in line with the price, and there should be no cheating, so that guests can have a sense of trust in the hotel.

6. The operation of characteristic service hotels not only needs complete service facilities and entertainment projects, but also needs unique service projects that can win in the market competition. Characteristic service is manifested in different business projects and service methods, thus attracting customers.

7. Special service This is the service provided by the hotel to facilitate the special needs of customers. Featured services are mainly extra services provided to customers free of charge, such as giving away drinks, providing information, contacting cars, etc.

8. Paying attention to service is often overlooked in hotels, and customers pay special attention to these subtle services. For example, if a customer stays in the same hotel the next day or the second time, the service staff can call him by his name. At this time, he will feel valued and happy. In addition, showing concern for the customer's identity health, showing concern and sympathy for the guest's melancholy, expressing appreciation for the guest's new hairstyle and new clothes, and congratulating the customer on his success will all make the guest feel that he has been taken seriously.

9. All the facilities of a serviced hotel are prepared for the arrival of customers, so customers should feel at home. To do this, the waiter needs to offer a love on the basis of knowing more about the habits and personal preferences of the guests, so that the customers can have a sense of belonging of "this is my hotel". In this way, the hotel will not only benefit from the guests for a long time, but also make the guests become permanent salesmen of the hotel.

10, the service tenet of "customer is God" is honored, which reflects the central position of customers in the hotel. In the process of providing services in the hotel, we should serve every guest according to the specifications and etiquette of receiving VIPs, so as to reflect the status and achievements of guests and make customers feel proud or glorious.