How to effectively improve the efficiency of hotel human resources

First, build a system. I think the system is crucial. To ensure the normal operation of an organization, we must first establish rules and regulations. From organizational structure to salary structure, to performance appraisal system, to training system, management authority and corporate culture.

First, reorganize the organizational structure. I very much agree that the organizational structure is flat, with only three levels from the general manager to the employees, which is conducive to the transmission of information, culture, instructions, execution and efficiency. But I don't agree with the integration of large-scale systems, because we have gone through the whole process and we have missed it. The result of this test tells me that it used to be one room for eight departments, but now it is changed to one room for 10 departments, indicating that the management scope of the general manager is increasing and the lower level is decreasing. Every business department has tasks, such as sales department, a business meeting department, a meeting team department and an e-commerce department, and each business department has a small leader.

Simplify the management level and expand the terminal function level. It's best to have three general managers for employees, but in the end, we must enlarge the management, that is, the level of employees should be wide. To do this, that is to say, the final function is to amplify the distribution function of the whole group.

The organizational structure is clear. Top management authority should be clear. China people always like to fight for power and profit, but personally, to be a general manager, we should make good use of assistants and be broad-minded. When I was training, I told my employees that if you can tolerate subordinates surpassing your mind, your subordinates will never surpass you. So my two assistants, one is the vice president and the other is the general assistant. Their work assignment is very clear. One is in charge of the front desk and the other is in charge of the backstage. I'm only in charge of one department, the marketing department, the engineering department, the security department and the housekeeping department all belong to the vice president. Catering, front desk and celebrities will help the front desk, so the top management authority will give full play to the subjective initiative of the top management, which is absolutely beneficial to you.

Each department has different task assignments. As I said just now, there are tasks at the front desk, and my customer service center is also divided into three branches. The personnel system of each branch has not increased, and it is only aimed at specific people, so the work will be very clear.

Organizational structure integration is not much to say. Cross-departmental, unified performance and time, such as customer service reservation, switchboard room, catering secondary warehouse, etc.

Second, adjust the salary structure. The adjustment of employee level is from the original ten salary levels to eight salary levels. Raise the salary scale between grades. Staff salary adjustment, establish a management system for half-year salary and annual salary adjustment. Every hotel should adjust the salary of its employees once every six months, which means that the salary should be increased at least twice a year.

Third, establish and improve the performance appraisal of various departments. I am in sales, so I pay special attention to performance. Even the housekeeper, GRO, needs to know how many steps he takes every day and whether the employees take the initiative to send umbrellas to the guests in rainy days. The bellboy stands here, and he won't give it to the guests until they ask for an umbrella. But if the umbrella is added to the performance appraisal, employees will take the initiative. Adjust the enthusiasm of employees from these aspects.

Greatly adjust the performance model, assess the performance of the front-court income and increase the proportion, because what he can get is always a minority for you, and the front-court employees must not be stingy with that part of the commission money. The second is backcourt assessment, which includes service performance assessment, whether there are customer complaints, and if there are complaints, whether there are penalties. At this time, the probability of punishment should be reduced from the perspective of punishment. The second is to increase the commission ratio of all departments, and at the same time increase the penalty ratio for failing to meet the standards.

Fourth, improve the training system. Simply put, there is also training in the hotel. New employees have 7 days off-the-job training every month. We ask employees not to go to work, but directly in the training classroom. Every department head, including the general manager, has 7 days off-the-job training and one month on-the-job training. Skills training for old employees, half-day off-duty training for foreman. Then the department head went out for training and study.

Training is compulsory, and exams are compulsory. As long as there is training, there will be exams and rewards. Any exam results will be recorded in the employee file. Ruicheng Hotel started to establish files for every employee from March last year 15. He has an assessment every month, and the monthly salary payment record is kept by the administrative department. When the employee leaves, let's give him the file and look at his track in Ruicheng, and you will know that he worked for this enterprise.

Fifth, it is very important to establish and improve the management authority system. The permissions of employees, foremen and supervisors do not overlap. The authority of the head of the department has been enlarged. He completely trusts the head of the department and absolutely does not believe it. What do you mean? But as our subordinates, we absolutely trust him, but we absolutely don't believe that he doesn't go astray in the process of work execution, so we should check and monitor whether he goes straight in the whole process of execution, and give feedback and correction in time, so I have a word to all department heads, I absolutely trust you, but I will never fully believe that you will completely follow the established route.

The management authority of the general manager's office is restricted. I never thought that I was in charge of this hotel, but I was in charge, and the risk would be very great. Even if the general manager is in this position, your management authority is also here, and I also do report audit statistics every day.

Sixth, establish the concept of corporate culture. We have a theme culture month every year 12 months. This month is a singing contest, and all hotels are doing it, but in different ways, because all hotels are organized by the human resources department to do it. We have a self-organized singing competition, which is organized by employees themselves, signed up by themselves, presided over by themselves and awarded prizes by themselves. I'm only responsible for awarding prizes and handing out money, which is the best. It is beneficial for the administrative department to control the process.

We built Ruicheng House, which is the wealth left by history, and we must continue it. Whether employees are in Qingyang District, on the street or in the city, we all participate in activities as long as there are activities, which will easily give employees a sense of collective honor. My executive chef of Chinese food won a group excellence award, and when he came back, he looked guilty, but I felt that there was nothing but a medal, which could cultivate the team's sense of collective honor. I really didn't care about his achievements.

No matter what happens to employees. Be sure to eat well and live well. For example, this year, we have re-improved the accommodation environment for employees, including air conditioners, washing machines, refrigerators and Wifi. We also strengthen humanistic care for employees. Every year, there is 1 000 yuan for caring for poor employees and a serious illness relief fund-Cloud Fund.

Secondly, for the tree target. Personally, it is divided into personal goals, departmental goals and hotel goals.

First, personal goals. We require department heads to specify individual monthly goals for each employee, and require each employee to set their own monthly work goals. Make personal long-term growth goals and employee growth plans in monthly, quarterly and semi-annual talks.

Second, departmental goals. We set departmental assessment targets every month, and we strictly implement them. For example, the sales department must reach the targets of 600,000 and 700,000 this month. If the target can't be achieved, how much will be rewarded if the department performance is below 65,438+00,000, and how much will be rewarded if it exceeds 65,438+00,000.

Capital index, income index, profit index, these are all indicators to evaluate the management team. Once these indicators are completed, they will be sent to you in the form of performance. If you can't finish it, you will have a base and will be reversed. The establishment of departmental competition mechanism, semi-annual and annual outstanding departments from the completion of monthly indicators for assessment, so that everyone is convinced.

Third, the hotel goal. The goal realization is subject to the reverse obedience system, the hotel goal realization is subject to the departmental goal realization, and the departmental goal realization is subject to the personal goal realization. Goal setting is a system. Hotel goal setting is decomposed into departmental goals, and departmental goals are decomposed into personal goals.

Then there is the second interview. Assessment is divided into: subject assessment, quality assessment, process assessment and objective assessment.

First, subject assessment. Before the hotel system, everyone is equal. I want to punch in. I'm definitely going to punch in. I punch in every month. You let the staff do it. You must do it yourself. No matter how busy you are, forget to punch in at night and drive back to punch in when you get home. I think this is a respect for the system, but also for their own goals.

Abide by the law and strictly enforce the law, and veto those who seriously violate the system and step on the red line with one vote. I fired eight people this year or in disguise. Many employees scold me outside, and many employees like me. I think it's worthwhile. It's right to scold my employees. He sees what I did to him from his point of view. There is no absolute right or wrong in management, just different angles, so there is no need to take it to heart. Time is the best. I don't think it's necessary to let others say hello, just follow your own direction. Of course, remember here that what you want to build is employees' awe of the system, not your personal awe.

Second, quality evaluation. We have an employee whose home is far away. Before we implemented the system, he was basically late for punching in 15, 16 times a month. After two or three months of implementation, the employee finally came to my office with his punch record and said that Manager Zhuang gave me a reward. Why? Full attendance this month. He feels a sense of accomplishment from being late many times a month to not being late for one day now. This sense of accomplishment can stimulate him to work better. What you showed him was personal growth and potential. Such people must be praised and rewarded. This is the power of positive energy.

Our quality inspection depends on three people to do it from time to time every day. Quality inspection includes service status, standards, working conditions and product quality. And the system of irregular inspection every day. If there is an inspection, it is necessary to rectify it, and if there is a rectification, it is necessary to review it. Under normal circumstances, the quality inspection department issued instructions, the first verbal warning, the second warning, and the third fine. If a fine is involved, the department heads will be punished together.

Establish an inspection system. Establish and improve the three-level quality inspection system. Sort out the 400 quality inspection scope and deduction standard, and establish an assessment mechanism for each employee's quality inspection deduction, which is linked to the semi-annual and annual salary increase.

Management process combing, cross division of design departments and division of responsibilities. I found one thing, the cooperation between departments, no matter who is involved, will have problems, and I have made it clear that all the intersections of each department, only where this thing goes, what happened is yours, the intersection of responsibilities is clearly divided, and the control process is very simple.

For BPR projects, our employees suggest a reward mechanism. As long as employees think the process is unscientific, we will reward you if you think the process is better.

Third, process evaluation is the key. Simplify examination and approval and improve efficiency. I wonder how much the general managers have to write every day. For me, I am tired of a pile of lists coming at 10: 30 in the evening. What was the result later? I simplified all the approval procedures. I only sign what I think should be signed, that is, financial insider and red line, and the rest of the power is delegated.

Control risks and strengthen financial audit. As long as the power is decentralized, we must strengthen one thing, financial risk control. If you can't put it down, you have to get it back. So the core of process evaluation is here.

Fourth, target assessment. Economic indicators assessment, economic indicators and personal economic performance are directly linked. Evaluation of management indicators. Management indicators are linked to personal position development and salary.

To sum up, the above is what we have done in the past year. In fact, there is no innovation, but there are many things to learn in the operation process. Once these methods come out, you will be very surprised.

The core role of human harmony in enterprises

In fact, there is no need to reduce the number of employees in the enterprise. The core is to improve the initiative of existing people and improve the efficiency of the unit. As long as we don't recruit people, we will naturally lose three months and the number of people will drop to normal. Therefore, I personally think that human harmony is the core role of enterprises. I am a salesman, and the operation strategy is generally skill. In the process of enterprise operation, the core is Tao, Tao is people, and harmony between people is the greatest Tao.

Some suggestions. Employees have three words: respect, value, honor and disgrace. What is respect? William james, an American psychologist, said: The deepest need of human beings is to be appreciated. The most talented people will take their talents where they feel most appreciated. Appreciation means many things, opportunities, economic returns and attention to work, but the first one should be pure respect.

Respect four words: equality, openness, fairness and justice. Equality of personality, equal nature of work and equal expression of value, no matter what the hotel talks about, we should adopt it reasonably, strive for equality in return, everyone is equal before the system, punish evil and promote good and justice.

I once fought in a hotel three times, which is unimaginable. Once in the middle of the night, a guest was drunk and couldn't find his room card, so he kicked the door. The room attendant said something disagreeing and kicked the service staff to the ground. I was so angry that I took the guests to the lobby to chat. Of course, I am also summing up after this incident. I was too impatient, but I think there is nothing wrong with me. Employees first, guests not first. Only employees are good guests. Of course, guests without quality can also be called guests.

Establish the concept of honor and disgrace of individuals and teams. The system is greater than the sky, personal honor and disgrace are related to hard work and work, and the red line cannot be crossed. No matter how big or small the team is, it must have atmosphere and strength.

Honor comes from hard work. I'm adjusting interns recently. Last year, 43 interns were used, and 34 stayed. Personally, I think the retention rate of interns in our hotel is relatively high. Only 32 interns were used this year. I can guarantee that more than half of the 32 interns will stay after natural elimination next year.

We will not let an intern work in the same position for three months in a row. For example, western restaurants work very hard, and now the number of western restaurants is basically rising steadily, with 80 or 90 people a day, which is 2,300 in these two days. A lot of work. You saw a child working hard for no reason. I told him whether I should transfer you to the front desk. He said manager Zhuang wanted to go, and I couldn't bear to part with the team in the western restaurant. I said I hope you can go to the front hall to exercise, because you have worked hard. I think children who have worked so hard should be given a chance and a platform, and an idea should be established in the whole team that your achievements and honors will definitely come from your efforts.

There is another saying, it is normal to make mistakes, just correct them, but remember that there are only three times. Under normal circumstances, people who don't make mistakes three times will stay, that is, people who make mistakes three times in a row on the same thing. I think we must pay attention to it. As a general manager, you find a little thing. Do they think that General Manager Zhuang will be angry for such a little thing? Actually, it is not. After these systems are established, you should patrol every day. Once there is a little trouble, it will appear three times in a row, either a system problem, a human problem or a management process problem. Once you master these core points, you will know what to do and what not to do every day.

I wrote this myself. Personally, I think we should not underestimate young people. Their thoughts are more active than ours, and their sense of value is stronger than ours. Don't look down on old employees. Their sense of collective value is stronger than ours, and their potential sense of corporate identity is stronger than yours and mine.

Don't distrust employees, but you must believe that if you give employees a little, they will give you a piece back. Don't erase a person's growth easily, it is the self-enrichment of the spiritual individual. I became vice president at the age of 3 1. I used to work in the market. Personally, I feel that I can't do this position without group training, leadership training and the environment of city celebrities. This kind of growth can't be gratitude, but a heartfelt understanding that can guide actions to return.

Don't care about your salary, this sentence is for the boss and powerful general manager, because as long as you manage it properly, every penny is worth it. Don't give up training a person easily. As long as you recognize a person as virtuous, well-behaved and intelligent, you should cultivate them consciously. Once these people are trained, they should be trained from beginning to end. Maybe one day you will look up to his existence.