How to improve hotel management

Introduction: How to manage a hotel well is the key to hotel service! If you want your hotel to crawl online step by step and open branches everywhere, you must strengthen management!

1. Guests We have put forward such slogans for many years, but it can be said that I learned from China and learned from Japan. ?It was in Japan that I really felt how to be respectful to guests when I appeared as a service staff; and how to be treated like "God" when I appeared as a customer. Therefore, I feel that Japan's service is worthy of being the best in the world.

Take my hotel as an example. From the welcome service, intermediate service, to drop-off service, he truly treats you as "God", making you happy and satisfied. The impression left on you is that of kindness, warmth, enthusiasm, thoughtfulness, comfort and convenience.

When you visit the hotel (this is a tourist hotel), several people at the front desk will greet you with a bow, take your luggage, drive your car to the parking lot, and guide you in Inside the building. When a guest comes to a strange hotel, in order not to make the guest feel restrained, the service staff should take the initiative to strike up a conversation with the guest and not make the guest feel dull along the way. Guests are immersed in the warm atmosphere as soon as they arrive at the hotel.

When guests leave the hotel, the hotel should organize a farewell procession, bow and thank them, and even wave until the guests cannot see them. It shows a kind of attachment, which is really sincere. In order to reflect that the customer is God, we not only rely on warm, thoughtful and civilized service, but also achieve the following points:

1. Grasp the customer's psychology to provide services

Targeted We provide services based on the general psychology of guests and the special psychology of individual guests. They believe that as soon as guests leave home, they have a pleasant sense of expectation for the hotel where they will stay that night. In other words, "How is this hotel?", "How warmly can the service staff treat me?" etc. At the same time, I felt a sense of uneasiness. Since guests do not know much about the area and the hotel, the first step of service is to relieve the guest's uneasiness and satisfy their expectations. Their servers make friends with guests the moment they meet them.

2. Enter the job with a smile

The president of the hotel said, I require my service staff to serve with a smile from beginning to end. Because guests can't see your heart, they can only see your face. Through your face, I can see whether you are truly willing to serve me. Therefore, their service staff can enter their jobs with a smile. No matter where you meet the guests, take the initiative to nod and say hello. Especially for morning greetings, they believe that facing guests in the morning and saying "good morning" to them with their heels together will make them feel better throughout the day. In the corridor, if you are busy with work, you have to pass the guest in front of you, and you also need to say sorry and ask the guest for forgiveness. When meeting guests who are leaving the hotel with their luggage, everyone will say: "Thank you, please go slowly." ?The smiles and words of the service staff are a great comfort and enjoyment to the guests.

3. Treat everyone equally as a principle

Japan’s warm service is all equally. They believe that the most unpleasant thing for people is to be classified into three or six categories. We must treat everyone equally, and we cannot differentiate between young and beautiful female guests and gray-haired old people, wealthy men and poor people, whites and blacks, etc. As long as they are my guests, they will be treated the same. The principle of the main service desk and cashier is "first come, first served" or service in order.

4. Always in the position of a servant

There are strict requirements for the decoration of service personnel. At work, women are not allowed to wear bright makeup, earrings, necklaces, and only engagement or wedding rings. Everyone wears a service tag. No decoration by the service staff can exceed the guests. For example, when you find that the watch you are wearing is more expensive than the customer's watch, you must take the initiative to turn the watch cover inward to avoid the customer's eyes. You must not let the customer have the mentality that this waiter is richer than me. In short, waiters should always be in the position of servants.

5. Always consider the guests

A tourist spot near the hotel has a tourism briefing in each hotel. When it cannot receive guests due to maintenance, it will be issued in each hotel. Notice, indicating the closing and opening times to prevent tourists from running away in vain. They really think about what their guests want and worry about their concerns. Why are their services so good, so enthusiastic and considerate, what is the motivation and what are the reasons?

(1) The need for competition

Japan is a country with a developed commodity economy, so To obtain the maximum benefit from the same product at the same price, you must rely on high-quality service. The quality of service is an important means for them to succeed in the competition. Services therefore also become unique values ??sold along with goods. The person in charge of this hotel said that a hotel cannot only have beautiful buildings and delicious food, but must improve the quality of its staff so that all guests can be satisfied.

(2) Two-way selection, survival of the fittest

In the distribution system, it can fully embody the principle of reward for hard work and punishment for laziness. You get paid for what you do, and how much you get paid for how much work you do. The value of your labor has been evaluated and affirmed. In the employment system, two-way selection is implemented. Enterprises can choose workers, and workers can also choose enterprises, restricting and promoting each other. If an enterprise develops and operates well, it will have a stable workforce. With a stable workforce, the quality of employees can be continuously improved and the quality of work can be stable. At the same time, workers also need stability in their lives, so they must work hard. Therefore, everyone has a strong sense of competition and tries their best to express themselves at work.

2. Advanced management methods

1. The management level is clear and the command system is smooth

The hotel’s management level is very clear and the command system is smooth. of. In addition to participating in daily work inspections, the general manager basically has no contact with daily reception work, such as welcoming guests and sending them off. The main focus is on business policies, business methods, and development plans. Daily work is mainly the responsibility of the managers of each department. For example, the main service desk is the "hub" of reception work. It takes out the reception task book a month ago and reports the room reservation situation for the next month to various departments. Departments such as guest rooms, butlers, restaurants, clubs, and engineering all prepare personnel, materials, venues, etc. based on this forecast. Submit the guest allocation list for the next day the day before, which includes the guest's name, room number, dining standards, arrival and departure time, banquet hall, conference room format, guest's special requirements, etc. All departments follow this table. Departments never interfere with each other, and superiors and subordinates never give orders or ask for instructions from above. So the work is very organized.

2. The principle of equivalence on three sides, each fulfilling its responsibilities and exercising its rights

The hotel implements the principle of equivalence on three sides in its management work. They analyzed "work" and believed that the completion of work can form a congruent triangle. That is to say, to complete the work well, each side must be equal, and any scalene triangle will not work well. Here, responsibility (responsibility and obligation) refers to the obligation to successfully complete the tasks assigned by superiors; authority refers to the authority to make decisions, instructions and actions necessary to complete the assigned tasks; responsibility refers to the evaluation of the completion of the task. Obligations to explain and report.

Due to the implementation of the principle of three-sided equivalence, every manager can fulfill his or her own responsibilities, exercise his authority, be conscientious and responsible, and be motivated and successful in his work. Management personnel are entirely on contract basis. Those who are competent during the contract period will renew their contracts, and those who are incompetent will be automatically terminated at the expiration of their contracts. In this way, managers have both internal motivation and external pressure. Therefore, they all have a positive enthusiasm for work and there is no laziness.

3. Strengthen training and improve the quality of employees

The reason why Japan’s service work can achieve standardization, procedure and standardization is because they strengthen the training of employees and improve the quality of the workforce. Quality is inseparable. Before new employees take up their posts, they must understand the hotel's history, organizational structure, service facilities, etc. So that everyone can have a feeling for this company. Then study the hotel's rules, service manuals, etc. so that employees can follow them at work.

Finally, strict training is conducted on operating procedures, service terms, etiquette, etc., and only those who pass the examination can take up the job. When it comes to employee training, each hotel has some specific and unique practices.

4. Strict system and strong consciousness

The hotel has a very complete set of rules and regulations to restrain everyone. For example, in the attendance system, all employees, including the managing director, must clock in and out when going to and from work. Managers clock in and out of the office, without exception. At the end of the month, the Personnel and Payroll Department issues wages based on attendance cards, and there is basically no late arrival or early departure.

Each front-line waiter has three sets of clothing (dress, kimono). The clothes they wear that night and the next morning are different. On Saturdays and Sundays, when there are the most customers, they are different from the usual clothes. The difference. The purpose is to give guests a sense of freshness, and every waiter can implement it seriously.

Employees are also very self-conscious. They can manage themselves consciously and have what we call a sense of ownership and responsibility. One of the things in employee education is to accept orders and implement reporting systems. It requires every employee to develop the habit of accepting orders readily. If you have a bad habit of resistance, you will not be able to provide services.

There are more than 200 people dining in the staff canteen, but there are only two cooks. The cafeteria opens before 7 a.m., and the security staff does not lock the door until it is confirmed that no employees are eating (around 11 a.m.). You do all the cooking, wiping the table, washing dishes, etc. by yourself. You can heat the dishes yourself when they are cold, and you can also cook them yourself in special circumstances. The refrigerator and the vegetables placed outside are never locked, nothing is wasted, and nothing is lost.

5. Emphasis on positive education and emotional investment

In a capitalist society, in addition to making full use of economic means in every field and every corner and using money as lubricant, we also Pay great attention to positive education of people. The hotel holds a staff meeting on the first day of every month. The first item is to introduce a new batch of employees. The second is for the head of each department to report the work of the previous month to all employees, including commending those who have outstanding performance at work. Then the president reports on the work situation last month, such as the economic situation, the completion of reception tasks, guests' feedback, outstanding examples of work and existing problems. At the same time, arrange the work tasks, work priorities, issues that need attention, etc. for the next month. Praise and reward outstanding employees.

Promotional materials such as "Guidelines to Life" are posted in the service rooms on each floor, telling people to treat life correctly, handle interpersonal relationships well, pay attention to behavior and speech, cherish good times, etc.

At work, managers pay great attention to handling interpersonal relationships and investing emotionally in their subordinates, creating an atmosphere of harmony and mutual respect. Basically, there is no phenomenon such as reprimanding employees. At the beginning of the staff meeting, leaders and employees bow to each other. At every pre-shift meeting, the section chief greets the employees first.

Every unit holds a "New Year's Eve Party" at the end of the year. Leaders wish their employees New Year greetings and ask everyone to forget the worries of the year and work hard to welcome the new year. A "pledge meeting" is also held on New Year's Day. The president and employees first discuss the business policy for the new year, then listen to everyone's opinions, and finally drink the oath wine with everyone.

6. Adhere to the inspection system

Managers can go to the front line to supervise and inspect. It can be said that managers are everywhere, see everything, check everything, and are very Strictly, anything that fails will be reworked. This is to ensure the hotel's work quality, product quality, and service quality. In a word, we must provide customers with satisfactory products. For example, we insist on regular inspections of the equipment in the room. There are 18 items with more than 60 contents. Problems are solved immediately, so the equipment integrity rate is very high.