Management skills of hotel managers

Introduction: Hotel is a special enterprise, with its specific business content and specific operating rules. On the basis of mastering the above management skills, hotel managers should keep pace with the times and innovate constantly in order to create a better tomorrow with their employees.

First, planning skills.

Among the basic functions of management, the first function is planning, and the importance of planning function runs through the whole process of management. Therefore, the first task as a hotel manager is to make a clear and effective work plan. Whether it is long-term strategic planning, annual marketing planning, personnel recruitment plan, annual budget, etc. , need to be applied to the planning ability. When making plans, we should distinguish between unconventional project management plans with specific objectives, routine management plans for routine work and disposal plans for dealing with problems. In addition, we should be able to distinguish between goals and objectives and set reasonable goals, instead of just using past figures as the basis.

Second, the decision-making skills

For hotel managers, making the right decision is one of the important abilities. There are many variables in the process of planning and implementation, and decisions must be made constantly. The wrong decision will bring the consequences of failure, and the correct decision will lay the foundation for success. For example, should talents be trained from inside or hired from outside? How is the budget allocated? Decisions need to be made everywhere. There are also time and resource constraints, the possibility of insufficient information or mistakes, the burden of human feelings and so on. Decision-making skills include presupposition, reasoning ability, information collection, analysis and induction ability, logical judgment, game theory, psychological quality when facing pressure, how to avoid mental model and wrong systematic thinking, etc. Hotel managers should stand at a certain height, make overall plans and make decisions.

Third, executive management skills.

In order to present effective results, hotel managers need not only careful plans and good decisions, but also the ability to implement these plans and decisions. How to effectively manage quality, cost and service level depends on the superb skills of hotel managers, who are too timid and inefficient; Weak control, prone to loopholes, increase costs, quality can not be guaranteed. The test of control ability mainly includes several aspects: distinguish between things that should be controlled and things that should not be controlled, and promote post-event management to pre-event management and in-process management (for example, quality problems may come from the supplier's ability, and process control may not be effective, but it needs source management or procurement management). In management, the willingness and ability to promote the self-management of subordinates have gradually evolved from external control to self-management, which is what we often say: the ultimate goal of management is to ignore it? .

Fourth, problem-solving skills.

? The greater the ability, the greater the responsibility? Solving problems is an important task for managers and the best way to test a person's ability. For hotel managers, perhaps problems such as poor service quality, insufficient manpower, large turnover of personnel and outdated equipment need to be solved. To solve the problem, it is necessary to clarify the problem, collect data, analyze the problem, find out the root of the problem, and solve the problem with creativity.

Verb (abbreviation of verb) communication and expression skills

It is said that intelligence, professional knowledge and experience account for only 25% of success factors, and the remaining 75% depends on good interpersonal communication. Hotel managers spend more than half their time on communication, and most of the work obstacles are also generated in communication; Management communication is both interpersonal communication and team communication. Effective communication focuses on listening and feedback. Communication requires initiative, adherence to principles, respect for others, and openness before it can be pursued? Win-win? Result. Organizations that are good at communication have faster progress speed and efficiency.

Six, incentive assessment skills

People only do things that pay off. Hotel managers should master and formulate a reasonable incentive system, and managers should motivate their subordinates in a timely and appropriate manner. Motivation is skillful, timely, concrete and sincere; When criticism is needed, we should pay attention to improving the way of criticism; There are different ways to motivate different employees. Reasonable performance appraisal should be made by the superior and confirmed by both parties in advance. Effective performance interview is essential, including listening to subordinates' self-evaluation, discussing subordinates' objections and making performance improvement plans, so as to gain employees' active support and provide basis for personnel decision-making and performance development. Employees expect their efforts to be encouraged and rewarded, and the morale of enterprises and employees is also greatly affected by the fairness of assessment. If we want to establish sustainable performance, we need fair and reasonable assessment methods and incentive mechanisms to make people willing to work hard for the future.

Seven, team building skills

Hotel managers must have good team-building ability if they want to make employees in various departments and positions more efficient and get along well. Putting 500 potatoes in a sack is just a sack of potatoes. A good team must have the following characteristics: clear goals, values and codes of conduct, resource sharing, good communication, strong sense of belonging among members and effective authorization. Respect for role differences, unity and cooperation, and mutual help can give full play to the greatest benefits. A team is different from a group. A group may be just a mob, and it has no high combat capability. Only with three elements can it be called a team. First, the goal should be concentrated. Second, the relationship between members should be harmonious and support each other. Third, the working methods should be consistent and flexible. Organizations often need to use team skills. Team building skills mainly include the ability to establish the same vision and goals, the ability to reconcile differences among members, the ability to formulate the same norms, the ability to integrate new employees, the ability to introduce teams from experience to find the right direction, and the ability to promote health conflicts.

Eight, successful leadership skills

The so-called leadership does not mean that you can use your power to impose your wishes on others at will; Only if you have influence and let others follow you wholeheartedly is the real leader. Hotel managers should learn to divide their work into four categories: must authorize, should authorize, can authorize and should not authorize; Follow the four principles of authorization, such as equal rights and responsibilities, no responsibility for authorization, step by step, and agreement. This not only ensures that subordinates can share the work, but also ensures that subordinates do not abuse their powers. How to make all kinds of people in the hotel work together effectively, how to make subordinates from superficial obedience to sincere dedication, how to make employees with low morale regain their morale, how to make successful people not complacent and stagnant, how to make careless people not cause great disasters, and how to make people with different interests support each other all depend on the leadership art of hotel managers. Leadership skills mainly include distinguishing the characteristics and present situation of subordinates, choosing appropriate leadership style, emotional cognition, control and adjustment, firm belief and willpower.

Nine, cultivate the skills of subordinates

Qualified hotel managers should accurately understand the level and needs of their subordinates, help them learn and solve specific problems, stimulate their commitment, determine the key points of behavior change, formulate action plans, and apply them to action, evaluation and recognition. Hotels need to recruit talents if they want to develop. However, talent is not innate, and schools can only teach it in a limited way. Therefore, it is an important key ability to effectively train subordinates. In addition, in today's high-speed information flow, if you don't teach your subordinates, they will learn in the near future, but you will lose your professional leadership ability, which will make the deployment lack respect and conviction for you.

Ten, financial management skills

Income is the foundation of the hotel, benefit is the core of the hotel and profit is the soul of the hotel. In today's fiercely competitive market environment, in the atmosphere of tourists, prices, characteristics, talents and marketing competition. Only benefit competition, good or bad benefit, good or bad benefit, high or low benefit is the last word to test the performance of hotel managers, and it is also one of the important core indicators to assess hotel managers. Hotel managers should seek benefits and profits from management and strive for greater profit space. As a hotel manager, you should be able to control hotel costs and understand the changes in daily hotel costs. Make sure you know what you are doing and have clear financial data. At the same time, let the department managers and employees know how much the hotel needs for normal operation every day, so as to ensure normal operation and establish the consciousness of cost control and saving for all staff.