Business philosophy of hotel management

Judging from the current situation of hotels in our country, their cultural construction tends to be unified. Because there are certain similarities in the hardware and software resources owned by the hotel industry, and there is a serious waste of resources in the construction of domestic resort hotels. Now I will unravel the business philosophy of hotel management for everyone, I hope it can help you. The business philosophy of hotel management

Based on conservative calculation, the average consumption in the private room is 1,500 yuan per unit, and the average consumption in the lobby is 800 yuan.

Lunch market: The attendance rate in the box area is 50?28?1500=21000

The attendance rate in the hall is 30?17?800= 4080

Dinner market: The box area The attendance rate in the hall is 100?28?1500=42000

The attendance rate in the hall is 80?17?800=10880

The daily operating sales are expected to be about 80,000 yuan, and the monthly sales are about 200 400,000 yuan, and the annual operating sales are about 30 million yuan. According to the gross profit margin of high-end catering, it is about 55%. Since the investment and other expenses are unknown, it is difficult to estimate the operating profit for the time being. Based on the daily operating sales of 80,000 yuan, the profit should still be considerable.

Here, let me first talk about hotel management. The so-called hotel management means that managers plan, organize, direct, control, regulate and other management activities in the reception service process in order to make the hotel achieve the established operating goals. general name. My understanding of this sentence is to put the right people in the right positions to complete the tasks that should be completed. It seems like a few simple words to do well, but it is not that easy. I usually use the following methods at work:

One-goal management:

Planning with subordinates goals and action plans, and use assessment to guide and check the work performance of subordinates. There are a few things to keep in mind as we make our plans. a. Don’t blindly pursue short-term interests. b. Plans and goals must be practical and feasible. c. All employees must participate effectively. d. Modifications and follow-up must be made in a timely manner according to the situation.

1 According to the actual situation and the monthly sales plan, the business tasks are allocated to two areas in proportion, namely the box area and the lobby area

2 Then the task amount of each area is divided into The service personnel assigned to each district at different levels should clarify the sales goals of each person (wine promotion, waiters, marketing, management staff, etc.), such as the number of room reservations, dish promotion (mainly seafood), wine sales, promotion of VIP membership cards, and development of customer sources. Wait and formulate corresponding reward measures.

3 Develop energy saving and consumption reduction plans, such as water and electricity costs, consumption of consumables, cup breakage rate, etc.

4. Control the raw and auxiliary materials purchased by the purchasing department, accurately price the purchase price, conduct long-term market research, reduce costs, and control the quality of purchased raw materials. The quality is related to the quality of the products.

5 The control of the kitchen is very important. The kitchen is like the engine of a car. Reasonable planning of raw materials required by the kitchen department and control of the quality of purchased materials. The thrift consciousness of the kitchen staff and the cooking skills of the kitchen staff are all related to the survival of the hotel.

2. Standardized management:

Hotel management is a complex and highly comprehensive system work. It cannot rely solely on one person or some experience. Standardization and processes should be gradually realized. ization and institutionalization.

1 Standardization: refers to written documents related to the quantity, quality, time and attitude of work formulated according to hotel positions. It is the activity standard and code of conduct for staff. For example, the recruitment standards of hotel employees, the department’s occupancy standards, the use standards of pallets, the hotel’s hygiene standards, etc.

2 Process: It is the regulations on management steps formulated according to the project. It can make our management work orderly, effectively connect various departments, and make the entire service system smooth. For example, the VIP guest reception process, the purchasing process of raw and auxiliary materials for the kitchen department, the work process of welcome and service personnel, facility maintenance process, regular meeting process, etc.

3 Institutionalization: It means that strict rules and regulations should be established for hotel management work. It can ensure that all aspects are standardized. For example, the attendance system, reward and punishment system,

assessment system, etc. It is recommended that employees check the completion of work against the procedures, standards, and systems at any time.

Three Employee Incentives:

Use material incentives, goal incentives, spiritual incentives and other methods to create a good corporate culture and establish employee ownership.

Four on-site management:

Management is a practical science. Only by carrying out reasonable and effective planning, organization, coordination and control on site can it be carried out in a high-quality, efficient and orderly manner. operations. On-site management requires managers to be familiar with service processes and service specifications, be able to keenly capture problems, and quickly and effectively solve unexpected problems that arise on-site. Among the four management methods mentioned above, I think on-site management is particularly important, because on-site management helps managers quickly grasp the front-line status of business, grasp customer source information, and grasp business dynamics. In this way, the management level can be improved quickly, the management level can be communicated with the operation level, information transmission and loss of control can be reduced, and the service quality and management level can be significantly improved.

Next, let’s talk about service: Service is a very vague concept. I have read a lot of information, and they have different concepts of service. I think that as far as the catering and hotel industry is concerned, service is paid service. Provide convenience to others. Serving guests is the real and complete job content of hotel employees. Although hotels are usually divided into many different departments with different basic job responsibilities, the purpose of the work done by each department is very clear, that is, to Serve guests for their satisfaction. Service Principles of Hotel Management

Service Principle 1:

Be loyal and caring with our guests and employees. Loyalty is the most important and valuable quality of everyone. Without honesty, there is no trust. The hotel requires its employees to be loyal to guests, management, colleagues and themselves. They must use care to reflect a positive attitude and the desire to do things well. Therefore, loyalty and care are the cornerstones of the hotel team.

Service Principle 2:

In every contact with guests, we must try our best to serve guests as much as possible. Strictly following standard services is only the minimum acceptable service provided by the hotel, but the hotel Practitioners need to try their best to go the extra mile and exceed guests' expectations while being careful not to go overboard. Therefore, hotel practitioners need to anticipate the needs of different guests, which will vary from guest to guest, and thus treat them differently.

Service Principle 3:

We must provide consistent service to our guests. Consistency depends on the hotel’s unified service standards and working procedures. This is something that every hotel must at least There is no better way to do it, because with this standard, the hotel can build a standard system and operate smoothly.

Service Principle 4:

We must ensure that our service processes are beneficial to guests and convenient for employees. Every hotel does not encourage dull service. Sometimes hotel service staff need to provide guests with One-stop service, so service staff must pay close attention to the needs of guests in their daily work, absorb opinions, and improve service quality.

Service Principle 5:

We must create a working environment that is conducive to employees realizing their personal ambitions and career success. As a hotel, we should provide employees with a development plan, step by step. to create more opportunities for employees. Let the hotel help employees use their talents within their capabilities.

Service Principle 6:

We must consciously challenge every work procedure to make it perfect. Hotel employees must have an innovative spirit and constantly seek better and new solutions. Service methods, recognizing and supporting good opinions and suggestions. Only in this way can our work be continuously improved.

Service Principle Seven:

Satisfying guests is the top priority of employees. As mentioned earlier, service is the basic feature of the hotel industry and is the most important thing that all our hotel employees must possess. Basic quality, all management must be based on serving guests and employees. Both the general manager and ordinary employees should abide by this rule. It does not just require ordinary employees to pay attention to appearance, courtesy, etiquette, etc., but should implement the service to All operations and management of the hotel.