Graduation thesis of hotel management

The modern management of star-rated hotels is a scientific systematic project, which not only needs new ideas and scientific management mode, but also pays more attention to the internal division of labor and cooperation, which is the so-called team spirit.

To manage a hotel well, we must first have good management methods, continuous reform and innovation, and be attractive to customers. Then how can we 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. Make a sign, a high-grade room, a middle-grade room and a low-grade room.

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.

⑵ Keyless door lock system, which uses fingerprints or retina to identify guests;

(3) Virtual reality window, which provides the scenery outside the window selected by the guests themselves;

(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 mattress 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, personalized service has become a favorable means of competition between hotels and the general trend of service. This is especially true for room service. In order to provide personalized service and gain the loyalty of guests, guest rooms usually establish perfect guest history files, and constantly adjust service rules and standards according to the changes of guest 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 arrival of the high-tech era, guests, especially some business guests, put forward higher requirements for all kinds of hotel facilities, driving the facilities in guest rooms to develop in the direction of intelligence. For example, the guest room key system adopts intelligent IC card key system, even induction door lock and fingerprint door lock system; The automatic control system of the guest room is controlled by the sensor. When people enter, the lights are on, and when people leave, the lights are off. There is also an advanced communication system, access to broadband network, electronic rooms, and a TV system, which can provide information about guests' consumption in the hotel, book meals in the room, order goods, choose movies and so on.

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 usually place cotton disposable reminder cards in guest rooms and bathrooms; 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; In the bathroom, the traditional disposable container is replaced by the liquid distributor of shower gel and shampoo to reduce the environmental pollution caused by the disposable container; 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 far-sighted hotels have begun to create their own characteristics, and room types are an important aspect that distinguishes them from other hotels, which makes room types present a diversified development trend. Such as business rooms, conference rooms, leisure and holiday 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 room types, hotels have gradually formed their own characteristics and tried their best to satisfy their guests in their unique market segments.

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, avoid pop songs in business, it is best to give priority to light music, and keep a beautiful fixed song as the title song of the restaurant when changing songs. The sound control should be moderate, neither big nor small, and it needs special care;

The catering industry is a complex management structure: cooking a dish involves many complicated procedures, such as material selection, rough processing, fine processing, heating and ripening, seasoning, cooking and filling. 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 all posts should be arranged reasonably and divided reasonably. Therefore, the selection of chefs and middle managers should be particularly cautious. Let me talk about my views on hotel management: as the saying goes, "three-point technology and seven-point management". As far as management is concerned, it is very important. In management, we should emphasize results, efficiency and quality. 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, strictly observe labor discipline, clarify management regulations, formulate various management systems and production standards, and do a good job in organization, command, supervision and adjustment of all links. We must train service personnel to take up their posts, reward diligence and punish laziness, encourage employees to make progress, and have a regular meeting system every day to sum up shortcomings and carry forward advantages.

(2) Make the best use of everything. No matter what kind of dishes you manage, you should minimize the rejection rate 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, there are Cantonese cuisine, Hong Kong-style Cantonese cuisine, Hunan cuisine and Sichuan cuisine. It should be combined with local living habits, and must be adapted to local tastes and living habits on the basis of outstanding characteristics and selection.

(5) In order to ensure safety in production, each department should master its own scope of responsibility (including raw materials and sanitary facilities, etc.). ). Purchase, storage and production must establish account books and daily accounts; Service, production and cashier must also establish a good financial system. Implement the slicing contract system, regularly check the health and production situation of various departments, and 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 trend, master the psychology and taste of customers, make scientific decisions and 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, the increasing international social and economic exchanges, the rapid development of tourism and the substantial improvement of people's living standards, the catering industry will surely prosper and develop further.

Economic globalization and diversification of competition make the catering market more competitive, and at the same time, it is faced with opportunities and challenges to go global and explore the international market. In the final analysis, the competition between the hotel industry and the catering market is essentially the competition of talents. In order to be in an invincible position in the fierce competition, and to synchronize and integrate with the development of international catering industry as soon as possible, the first problem is to do a good job in human resource management of catering department and establish the management concept of "people-oriented" and "people are the first element of enterprises".

In order to do a good job in the human resource management of the catering department, fully mobilize the enthusiasm of all employees and create better economic and social benefits, we should pay attention to the following aspects: reasonable staffing, scientific arrangement, all-staff training and incentive mechanism.

First, reasonable staffing and scientific arrangement

Quota is the basic work of catering management. It provides scientific basis for catering departments to make various plans and implement post responsibility system and economic accounting system, which can prevent the disadvantages of overstaffing and uneven service and help improve 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) Staffing according to post responsibilities and equipment: 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 war-weariness caused by long-term overwork. People's patience is limited. Overworked work, without enough rest for a long time, will drag down the body. Over time, restaurant operations will be affected.

In personnel quota management, we should realize the scientific management mechanism of "everyone is in charge of everything". 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. The key to doing a good job in training is to innovate ideas and constantly accept new theories, concepts and things. Only by continuous innovation can we achieve sustainable development. Innovation is the inexhaustible source and motivation of catering enterprises. As long as we persist in ideological innovation, we can realize technological innovation and provide new products for our 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 and strict training plans every year. For example, the well-known brand "KFC" attaches great importance to employee training and has established a training and education base. Through training, employees can improve their work skills, enrich and improve their own knowledge, provide opportunities for personal development, and inject vitality into the development of enterprises.

For example, in recent years, famous brands "Little Blue Whale" and "Green Leaf Cafe" have sprung up in China. Their success is also attributed to training and study. They have gone abroad to learn advanced modern management concepts from Japan, the United States, Europe and other countries. 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 catering department mainly includes management training, professional ethics training, professional knowledge and skills training 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 give lectures on business theory and practical skills training.

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 employee incentive mechanism

In the aspect of employee motivation, by building enterprise culture and enterprise spirit, a kind of enterprise cohesion and team spirit is formed within the enterprise. Team spirit is a management theory system composed of specific goals and comprehensive means. In terms of team spirit and 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, which makes communication between superiors and subordinates more effective and makes subordinates feel sense of honor, pride and 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.

(B) employees' ideals, goals and self-worth incentives

According to the development of the enterprise, make specific goals, let everyone have their own work goals, encourage employees to compete for their work goals, and encourage employees to overcome difficulties and realize their 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 leading by example, advanced figures and role models in the unit, heroes in society and heroes in history can inspire 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, employees with good skills, great contributions and hard work will 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 systems and job responsibilities that are in line with the actual situation of their own enterprises, so as to standardize 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 see 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.

2. Win with excellent service. Service quality is the lifeline of hotel's survival and development, and the core of improving hotel's competitiveness. No matter how good the hotel equipment is, if there is no matching quality service, it will be eliminated in the competition; On the contrary, the equipment conditions are poor. If you can provide quality service, you can also win the trust of the guests and win 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 hotel managers grasp the initiative, seize favorable market opportunities, take the initiative in the competition and win quickly.

4. Win by advantage. Hotel management should foster strengths and avoid weaknesses, give full play to its own advantages and make full use of its own favorable conditions in order to strive for 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. We should be good at groping for unique thinking from the path we have taken and predicting 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.