How are hotels run and managed? Which aspect needs to be focused on?

The hotel is a service industry facing the society. To complete the customer service work, it requires the close cooperation of various departments and is completed by all positions. This requires unified management principles to maintain the operation of the hotel. ① The principle of being responsible to the direct supervisor: Each employee has only one supervisor and is only responsible to his direct supervisor. The direct supervisor directs, arranges, inspects and supervises the work of his subordinates, forming a vertical leadership style with one level of management and one level of management. Each employee only accepts instructions from one superior. Subordinates do not overstep their authority to respond, and superiors do not overstep their authority to give orders. Each employee performs his duties and fulfills his responsibilities. ②The principle of second-line services for first-line departments. First-line departments are at the forefront of customer service. They regard the needs of customers as their own responsibilities, and the needs of customers are orders. In order to ensure the smooth flow of the customer service mechanism, second-line departments must establish a sense of the overall situation and service awareness, and ensure the smooth progress of the work of front-line departments. ③Principle of delegation: In order to improve management efficiency and mobilize the enthusiasm of subordinates, bosses should not take all major and minor matters into their own hands, but must learn to delegate. Empower subordinates who are responsible and capable, and trust their abilities. ④ Time management principle The working characteristics of the hotel determine that any service activity has time requirements. First, there are time standards for customer service, and second, there must be time regulations for the hotel's internal operations. This requires managers to firmly establish the concept that time is money. ⑤Principle of communication and coordination: Communication and coordination in the hotel is very important. It emphasizes the need to strengthen effective and proactive communication between superiors and subordinates, between departments, and within departments to ensure smooth communication. ⑥Goal principle Goals are requirements that every manager must comply with, and every manager must conscientiously complete the established goals. Goals are a pursuit and also a kind of pressure.

10 management elements;

One purpose: customers are God and repeat customers. Two attitudes: attentiveness and smile. Three yields and three gentlenesses: give up your seat, give way, and yield to the elevator (stairs); walk softly, speak softly, and move softly. The Four Diligences: Diligence with eyes, diligence with words, diligence with feet, and diligence with hands. Five cleans: work clothes clean, personal clean, linen clean, service supplies clean, environmental clean. Six arrivals: guests arrive, smiles arrive, enthusiasm arrives, welcome arrives, honorifics arrive, services arrive. The six are the same: foreign guests and domestic guests, strangers and regular guests, free time and busy time, inspection and non-inspection, the presence and absence of leaders, and services with different guest attitudes. Seven sounds: welcome, greeting, honorific, thank you, apologize, answer, and see off guests. Eight services: standing service, smiling service, proactive service, honorific service, flexible service, family service, sales service, and tracking service. Nine standards: service should be standardized, appearance should be standardized, standing should be standardized, squatting posture should be standardized, gestures should be standardized, language should be standardized, guidance should be standardized, hospitality should be standardized, and skills should be standardized. Ten initiatives: take the initiative to greet and see off, take the initiative to say hello, take the initiative to guide guests, take the initiative to introduce the situation, take the initiative to serve guests, take the initiative to promote, take the initiative to take care of the elderly, weak, sick and disabled, take the initiative to carry luggage, take the initiative to press the elevator, and take the initiative to solicit opinions from guests.