How can I become a hotel manager?

1. What is the responsibility of the store manager?

★ Five basic responsibilities?

(1) Responsibility for achieving performance: No matter whether the store manager is the operator or the operator, he is mainly responsible for the performance in the store. ?

(2) Management responsibility: The store manager must comprehensively manage and specifically implement the company's regulations on "people", "things", "money" and "information" in the store. ?

(3) The responsibility of the commander-in-chief: the store manager should give full play to the greatest ability of guiding and commanding subordinates. With proper guidance, subordinates can 100% exert their abilities. ?

(4) Responsibility for solving problems: The store manager must think about and solve problems in performance or work. ?

(5) Judgment obligation: Within the scope of authorization, the store manager should make a correct judgment on the business. This is quite different from the position that subordinates are ordered to act. ?

★ Two basic tasks?

1. external work: pursuing the satisfaction of consumers in all aspects?

(1) A product scheme to attract consumers?

No matter what era, the success or failure of a specialty store depends on the quality and completeness of the goods. Different from the past, we should not only meet the needs of consumers, but also propose new products that can accurately lead the consumption trend. This is the manager's first task. ?

(2) Create "good atmosphere" and "convenient" shops?

Consumers expect the store to have complete goods, but also "good atmosphere" and "convenience". Meeting these two requirements is the manager's second priority. ?

Whether to close down is another matter. As long as customers come to the door, they will be warmly received. Every employee is friendly, smiling and regards customers as friends. That's the point. ?

Another point is "convenience": whether the goods are displayed at a glance, whether the price tag is clear, whether the advertising information of POP is provided, and so on. It seems simple, but it is often ignored by businesses. ?

(3) Make customers feel that they are experts?

When receiving customers at the sales site, you must have convincing professional knowledge and sales level. This kind of professional knowledge and explanation skills training is the third priority of the store manager. The store manager should be able to make suggestions on the new lifestyle brought by new products. ?

But if it is a half-baked explanation, it will be counterproductive, so that the credit will be wiped out and the impression will be greatly reduced. ?

The attitude of receiving customers should not be excessive, and the best degree is frankness and sincere hope that customers can find the goods they want. ?

(4) More consultation, more interest and novelty?

Whether it is for goods or in-store conversations, it is the fourth priority of the store manager to make people feel interesting, novel and knowledgeable. ?

Today's consumers are certainly not satisfied with going to the store to buy a leisure product. Be sure to visit every store, have a good look and talk to the people in the store before you are willing to buy the goods you like. So when shopping in a specialty store, customers usually feel that they are doing leisure activities. ?

2. What is the manager's internal strength?

(1) In any case, the goal is to achieve high sales.

This is the fifth priority of the store manager, and creating sales volume is the first priority of the store manager. The display of goods, store environment, hospitality and promotion are all its means. ?

(2) Do the products in the warehouse have to be kept fresh?

The goods in the store should not only be displayed in moderate quantities, but also be kept fresh. This is the manager's sixth priority. Slow-moving products need to be dumped in time, and best-selling products need to be kept in quantity?

(3) Improve the efficiency of personnel and sales sites?

In order to achieve the goal, it is necessary to (a) minimize the structure of shop assistants, (b) ensure the work distribution and instructions, and (c) improve the technical level and work efficiency of sales. ?

(4) We must develop 30% new customers every year, and the performance needs to be gradually improved?

Second, the function of the store manager?

1 9 required qualification?

(1) Enthusiasm: The store manager must have a high degree of enthusiasm and passion in the face of work. ?

(2) Positive: face everything positively, which is the most needed manager for enterprise development. ?

(3) Cheerfulness: Only cheerful people can gather people and leaders. We need a manager who can make the store full of joy and harmony. ?

(4) Sensibility: Now the most popular word is "Sensibility", not only the display or conversation of goods, but also the store manager should be emotional and caring. ?

(5) Coordination: * * The basis of the same operation is coordination, which must be coordinated with subordinates, bosses, customers or counterparties. ?

(6) sense of responsibility: the store manager was entrusted with several subordinates and several million yuan of goods. Without a strong sense of responsibility, it is absolutely impossible. ?

(7) Perseverance: One cannot always be smooth sailing. As a manager, he must be fearless of difficulties and have strong patience and perseverance. ?

(8) Sense of belonging: Love work, love groups, and regard the store as another home, which is the origin of being a store manager. ?

(9) Action: Failure is usually due to inaction. Immediate action is a qualification that a store manager should have. ?

2. What are the eight basic abilities that should be prepared?

(1) Cowley: Think wider and deeper. Careless action will lead to futility. ?

(2) Judgment: Make a correct and quick judgment. The more the boss is away, the more important the judgment is?

(3) leadership: you must be able to mobilize and stimulate the enthusiasm of subordinates, have the leadership to guide subordinates, and be able to correctly handle interpersonal relationships?

(4) Guidance: The ability to correctly guide subordinates to "move forward", "stop" and "should do so" is the source of their achievements?

(5) setting goals: setting work goals and allocating them, which is the focus of the leading group?

(6) Persuasion: the ability to make one's ideas and plans understood and accepted by the other party. Persuasion is the greatest weapon to impress a person?

(7) adaptability: basically able to cope with emergencies and sudden disputes and properly handle various situations?

(8) Intelligence gathering power: When there are different kinds of information, we should choose the necessary and beneficial information. ?

3. What is the reason for my failure as a "work manager"?

(1) No original ideas?

(2) unable to grasp the changes in the situation?

(3) can't think, lack of determination?

(4) unable to get the assistance of relevant subordinates?

(5) Unable to complete daily business?

(6) Unable to finish the plan as scheduled?

(7) Unable to authorize satisfactorily?

(8) Insufficient contact with subordinates?

(9) Can't master the mentality of subordinates?

Commentary?

The above is the reason why 10 looks at the manager's failure from the standpoint of work management. On the other hand, it is clear what abilities managers should have. ?

Third, the manager's necessary tasks?

1, 6 Necessary knowledge and skills?

(1) Work knowledge and skills?

(2) Must have the knowledge and skills to effectively use organization and innovation?

(3) Instruct, correctly, quickly and effectively educate and train the knowledge and skills of subordinates?

(4) Improve knowledge and skills, carefully analyze the work content of the shop, save manpower, time and money, and make the work results more remarkable?

(5) To treat the knowledge and skills of subordinates, the manager needs the assistance of subordinates to complete the task. Therefore, he must have the knowledge and skills to improve the morale of subordinates, maintain the effectiveness of organizational work and solve personnel problems. ?

(6) Problem-solving knowledge and skills, such as performance problems, personnel cases, customer complaints, and related affairs arrangements of relevant institutions and organizations, occur every day, and the store manager should have the ability to solve these problems. ?

(7) the benchmark for measuring ability?

Project self-evaluation, boss evaluation?

1 Is the lock target achieved?

2 the completion of the business plan?

3 organize and improve groups with good interpersonal relationships?

4 work hard and do your duty?

5 completely assisted by insiders?

6 handle affairs reasonably?

7 Fair distribution of work?

8 knowledge between market and industry?

9. Establish an assistance system for dealers and other related enterprises?

★ What are the characteristics of a good leader?

The qualities of a real leader?

Work with peace of mind and don't bluff?

Don't do to others what you don't want them to do to you?

Helpful?

Pay equal attention to example and education?

Willing to take responsibility, not shirking responsibility?

Fair?

Treat people and things equally, really care about subordinates and really solve problems?

Don't doubt others, don't doubt others, be considerate, and love others more than yourself?

Teaching students in accordance with their aptitude?

★ What are the necessary abilities of a real leader?

Not only can you be competent for your own work, but you are also enthusiastic about your upstream and downstream work?

Ability to plan and organize their own positions.

Have the skills of authorization?

Ability to decide and practice the development route.

Decisive?

Have indomitable flexibility?

Willing to negotiate with others?

Chapter II Organizational Ability of Managers?

1. Manager's Day?

2. Do you do business?

3. Purchase goods and receive goods?

4. Close the business?

Second, weekend business?

3. Business at the end of the month?

Fourth, the interpersonal relationship of the store manager?

1, effective communication?

(1) The so-called business communication: it is the information transmission from the operator to the general practitioner, the consciousness of working hard for the same enterprise goal or achieving this goal. ?

(2) Various relationships: superior → subordinate "command", "instruction" and "information"?

Subordinate → superior "report", "suggestion", "dissatisfaction" and "intelligence"?

Parallel relationship "exchange views", "adjustment" and "intelligence"

(3) Basic principle: Not only the sender A conveys it to B, but after receiving the information, B must convey its "reaction and action" to A again for "reconsideration". ?

2. What are the main points of interpersonal relationship?

(1) is not vertical, but horizontal. ?

(2) Make it a negotiable relationship. ?

(3) In times of danger and difficulty, they can still trust and rely on each other. ?

(4) Instead of caring about each other's shortcomings, it is better to find out each other's strengths and weaknesses. ?

(5) Be honest when necessary. ?

3. Ten Commandments of the Store Manager?

(1) always criticizes operators behind their backs?

Some store managers often criticize the gains and losses of operators in front of subordinates, mostly to improve themselves or shirk their responsibilities. It is easy to form a gap between employees and operators, which makes employees lose confidence in the future of specialty stores and their own future, and the impact is very bad. ?

If you really have different ideas and want to communicate with the operator, the best way is to choose the right time to talk with the operator and put forward your own different suggestions face to face. ?

(2) Every word of the operator is an imperial edict?

At work, I listened to everything, paid special attention to the comments or opinions of my superiors, and lost the ability to judge things correctly. This practice will only affect the correct development of enterprises. Because as a front-line manager and the person who knows the field sales best, he should have enough thinking and judgment ability. ?

It is the manager's duty to give orders. However, if you don't put forward personal views and opinions on unreasonable business instructions and management systems, it will not only cause losses for enterprises, but also losses for managers and employees. ?

(3) Indecision, when to break?

We must make decisive decisions and dare to take responsibility when we encounter major and minor issues within the scope of responsibility. Managers who dare not make a decision or don't make a decision are evasive behaviors and incompetent managers. ?

For such store managers, operators should replace them as soon as possible. ?

(4) Don't set high standards for muddling along?

As the saying goes; Where there is a will, there is a way. Without high demands on yourself, there will naturally be no great development of companies and individuals. ?

No matter what stage the company is in, there will always be higher requirements ahead, and operators and store managers should be passionate about the next goal. Managers who don't set goals and requirements for themselves will be eliminated by people with more ideals and passion. ?

(5) like exclusive results?

If you succeed, you will exaggerate your ability, if you fail, you will pass it on to your subordinates to avoid responsibility. In this way, you will not be qualified as a store manager, and your subordinates will never be fully convinced. This kind of store manager often feels that the work from subordinates is uncoordinated and challenges his position. ?

(6) The understanding of the basic organization and operation mechanism of the enterprise is not thorough enough?

For example, observing various organizational rules in an enterprise, or contacting direct superior leaders, are all important basic operations of an organization, but organizational communication is also a basic operation. ?

Organizational operation mechanism is the lifeline of normal operation of enterprises. If you don't have a deep and thorough understanding, you can't do a good job in store management. ?

(7) Can't train subordinates?

Managers' self-growth must be based on team growth. Without the success of the team, there can be no personal success and achievement. ?

Making subordinates "capable of working" is the premise of training subordinates. The purpose of training is to standardize work behavior and improve work efficiency. ?

(8) Don't have basic knowledge?

The education of labor service management, management knowledge, common sense of life and safety awareness are all part of the basic knowledge that the store manager needs to master. ?

(9) only provide and report information that is beneficial to you?

The store manager who thinks he's the one who covers the sky, tries his best to deceive his superiors and subordinates all day, and will be exposed one day. ?

(10) only pay attention to the shortcomings of others, and never care about the advantages of others?

I don't dig the advantages of my subordinates, I don't appreciate them moderately, I just care about their shortcomings and alienate them, which is equivalent to setting obstacles for my work. ?

Anyone wants his work to be affirmed and praised. Moderate praise will make subordinates work harder and be good for management. ?

How do verbs (short for verb) treat subordinates?

1, treat the work of subordinates?

(4) Let them understand the company's policies, goals, directions and what they want employees to do. ?

(5) Assign everyone the type and scope of work. ?

(6) Give everyone work goals, to what extent and level. ?

(7) Stimulate work motivation?

(8) Instructions, guidance, suggestions and opinions. ?

(9) Provide information about work, such as industry competition and commodity information. ?

(10) Simplify and evaluate the work. ?

(1 1) knowledge and skills guidance?

(12) Attach importance to interpersonal relationships among subordinates, strengthen team spirit, adopt good opinions and suggestions, and strengthen their sense of participation. ?

(13) Help solve the problems encountered by subordinates. ?

(14) Only by setting an example first can we lead everything. ?

2. Praise method can improve the motivation of subordinates by 3 times?

How effective is the (1) reward?

Care is five points of education, three points of praise and two points of scolding, making it a useful person. ?

★ Show him and tell him that if you praise him again, there will be no one who can't stop. ?

(2) Clever compliments?

★ What to boast about: good grades, technological progress and hard work. ?

★ How to praise: For the sake of the individual (after all, you can do it! )?

Rationality (1 10% achieved the goal, which is really amazing)?

Feelings (great, great! )?

(3) When to praise?

★ On the spot?

★ Finish boasting on the spot and boast again in a few days. ?

(4) where is the praise?

★ Company occasions (conferences, meetings, etc. )?

★ When I was away (conveyed by others)?

3. What are the methods and steps to improve effectiveness?

Gradually serious: △ use "hints" to prompt introspection (for example, I don't know where to hide my smile recently)?

△ Use "advice" to promote introspection (for example, every corner should be cleaned and tidy)?

△ Use "warning" to promote introspection (if the explanation method is not cordial, use explanatory power to explain)?

△ Promote introspection with "blame" (inventory has exceeded a certain amount and sales must be strengthened)?

△ Use "sanctions" to urge subordinates to wake up (4 consecutive lateness, the year-end award will be rated as D)?

4. What are the main points of effective reprimand?

(1) What's to blame: violation of work discipline; ?

Breach of obligations (disobedience to orders and instructions); ?

Not working hard enough; Poor performance?

(2) Why blame: You didn't correct your attitude with hostility?

Maintain work discipline and improve ability and performance. ?

(3) What kind of attitude: don't have the preconceived view that "you are not good"; ?

If you are not sure, really ask clearly; ?

Listen to each other's excuses. Don't worry?

Don't lose control and get emotional. ?

(4) How to express: Pay attention to the wording and be frank. ?

The way and degree of expression vary from person to person?

Give specific examples, sometimes with humor and a smile?

(5) When to blame: On the spot. Will you stop talking?

The shorter the better?

(6) Where to scold: Where to call if there is no third party?

Public places should be limited to "warning all employees", but personal character should also be considered. ?

Chapter three. How does the manager guide the work?

First, the ability of a salesperson?

[Explanation] ☆ 1, twelve expressions: "Hello!" ?

"Please!" ?

"Welcome!" ?

"Goodbye!" ?

"Sorry or sorry, please wait a moment!" ?

"Please advise!" ?

"Thank you!" ?

"You're welcome!" ?

"Ok, can I help you?" ?

"Help yourself!" ?

"Please walk slowly!" ?

"Welcome to visit next time!" ?

☆2. Selling point: as the basic point of commodity sales. Features and advantages compared with other commodities. ?

1, professor of commodity knowledge?

The content of commodity knowledge?

Material: main material (leather, others)?

Secondary materials (buckles, bottom materials, others)?

Accessories and consumables?

Composition and accessories of goods?

Style and design?

Color name and color scheme?

Price and price band?

Selling point?

What is the popularity of commodities and related commodities?

What are the characteristics of the brand?

What are the commodity trends of competitors?

[teaching method]?

Daily meetings?

Stage?

Use the current product?

2. What are the seven stages of customers' purchasing psychology and their countermeasures?

[Sales people respond in stages]?

How to deal with the purchase of psychological salesmen?

1, pay attention to clothes and dresses that make people feel good; A trusting attitude, expression, conversation; Approaching affectionately?

2. Show the products in the interest stage; Provide commodity descriptions and information when necessary?

3. Lenovo stage, let customers pick up the goods and try them on; Give a description of the goods?

4. Explain the selling points (features) of commodities in the desire stage; Explain the commodity from two aspects: function, quality, price, design, brand, etc. ) and sensibility (popular, fresh, cheap, etc.). )?

5. In the comparison stage, if necessary, compare the goods with 1 and 2 or more, and make a comparative explanation of the main points?

6. Recommend products that customers like at the decision-making stage; Explain the price, payment method and after-sales service?

7. Thanks at the purchase stage; Tell customers again "to have a vision and buy good things"; Introduce related products?

Second, organize the meeting?

1, meeting type?

Communicate the policies of the company and stores [organization, rules, salary, evaluation results, planned distribution and sales (sales,

When working hours, personnel changes, person in charge changes, etc. ] inventory, purchase), promotion, work distribution, etc.

How to make use of such machines as service rules, commodity knowledge, sales skills, rapid decline in sales, excess inventory, competitive countermeasures for new peers and new stores, and low morale?

Special commodity processing methods, etc.

Poor performance, personnel disputes, adjusting opposing interests?

Important matters such as the distribution of work and the change of store display.

Hotels (also known as hotels, hotels, inns, hostels, business trips, inns, hotels in Taiwan Province Province, hotels in Hongkong, Macau, Malaysia, Singapore and other places. ) is basically defined as a business organization that provides a safe and comfortable space for users to have a short rest or sleep. Generally speaking, it is a place for guests to stay and eat. Specifically, a hotel is an organization that provides services to its guests through the sale of rooms, restaurants and comprehensive service facilities, taking its buildings as evidence, so as to obtain economic benefits. The hotel mainly provides accommodation services, living services and facilities (bedtime services), catering, games, entertainment, shopping, business centers, banquets and conferences for tourists.

China leads the rapid development of tourism and hotel industry in Asia, and the growth momentum of business and leisure income is strong. Compared with first-tier cities, the price of hotel rooms in second-and third-tier cities in China has increased greatly. With the opening of new hotels in second-and third-tier cities, the government has invested in the construction of new transportation facilities, which will further promote the steady growth of hotel room prices in China. Chinese and foreign hotel brands continue to expand their business maps, and the balance between supply and demand of hotels in the future will be a topic of great concern. The proportion of all kinds of chain hotels in the world is: luxury 5%, high-grade 30%, middle-grade 37%, economical 20% and applicable 8%. However, affordable hotels only account for 28% and have great development potential. By the end of 20 12, there were nearly 3.3 million accommodation and catering enterprises in China, with annual operating income exceeding 2 trillion, accounting for about 5% of the GDP of that year. 20 1 1 year, the national catering revenue was 2,054.3 billion yuan, up by 16.9% year-on-year, with more than 22 million employees. In terms of accommodation industry, there are more than 280,000 accommodation enterprises in China, of which the number of enterprises above designated size in the accommodation industry has reached 6,543,800+6,000, an increase of 8.4% year-on-year; Operating income was 2 184 billion yuan, a year-on-year increase of 23.3%; Operating profit was 654.38+060.3 billion yuan, up 22% year-on-year. The slowdown in the growth rate of the industry shows that the era of high profits in previous years has passed and entered the era of low profits.