How to supervise management?

Any hotel, enterprise and institution in the world can not be separated from three main classes in structure: management class, supervision class and employee class. For these three main classes, there is a same center, that is management. Today, the focus of our discussion is supervision and management. First of all, let's understand what management is. Management is the use of resources to obtain work results. So, what is involved in the management of the regulatory layer? From the definition of management, we can see that how to use resources is the core of management. As far as supervisors are concerned, supervisors must be responsible to management, employees, the public and government authorities, and must shoulder the management functions and practical operation functions required by their positions. From this, the conditions that a qualified and excellent supervisor should have are derived.

Be very familiar with the business (professional knowledge).

Good ability to unite and promote the work of subordinates.

Always make constructive suggestions.

D managers should have good organizational skills, analysis and observation skills.

Good sales skills.

Good personal qualities, including responsibility, self-discipline, fairness, positive attitude and commitment to work.

G good market reach and good grasp of customers.

Good business analysis skills.

I have the ability and judgment to work independently and communicate effectively with other departments.

J has the characteristics of a leader, that is, a good ability to infect.

K cultivate and build the ability of employees and cultivate talents.

Based on the above requirements, it is not difficult to see that a qualified and excellent supervisor should not only have excellent personal qualities, but also start from four aspects:

1. Operation: including operation strategy (concept), design operation mode (process) and operation management.

& lt 1. Business strategy: As we know, business strategy refers to a series of effective measures to adapt to market changes. Its purpose is to face and adapt to the changes in the market through a series of measures, so as to achieve the balance of profits. So, how to decide an appropriate and successful operation strategy? It has three requirements:

Check whether the existing resources (manpower and material resources) meet the requirements?

B seriously consider the feasibility of this strategy. What is the probability of success?

C does the inspection strategy conform to the company's overall strategy?

< second > design operation mode (scheme): as we know, design operation mode (scheme) refers to how to put the right person in the designated post and how to set everyone's work scope. Its purpose is to make a series of services finally meet the expectations of guests. Its contents include the following aspects:

A. Discipline: Only strict discipline can make our work procedures run in an orderly and standardized manner.

B. Scope of work and responsibilities: It helps each employee to know clearly what he (she) should do and what responsibilities he (she) should bear when he (she) is assigned to the designated post.

C. standardized procedures: standardized procedures are not static, and the standards of procedures will adapt to the market with flexible changes in different departments or occasions. Therefore, only by adapting to local conditions can we formulate standardized processes and standards that meet different markets and adapt to this market.

D. Job skill requirements: In addition to the standard of job skill requirements changing with the standardized procedures formulated by different markets, quickness and effectiveness are always the best embodiment to measure any job skill requirements.

E. consider the degree of cooperation: the degree of cooperation in work is always the best criterion to measure the success of the above four contents. A continuous team will meet the requirements through continuous improvement.

< third > operation management: in addition to the above two points, operation management also has a very important content: we should consider and control the influencing factors caused by various aspects to ensure the continuous improvement of the overall quality. Then how can all the influencing factors be better?

A factors affecting the plan: refers to the requirements of guests and the number of guests.

B. Factors affecting control: refers to the amount of resources invested, the order of work arrangement, the quantity and quality of personnel.

C. Science and technology application factors: refers to the automation, scale and integration (degree of cooperation) of investment in science and technology equipment.

Understanding these factors will help us understand the obstacles it has caused to employees and the working mode we have set, and solve them in order to better control the work.

Second, human resources: We know that human resources are the basis of operation, a hotel or any industry. Without human resources, everything and ideas are just empty talk, because in the final analysis, everything needs people to do! So, what is the purpose of our human resources management?

A. improve personal quality, thereby improving the overall quality.

B. Establish * * * consistent ideas/beliefs/goals.

C. make the team develop team spirit.

So how to achieve the requirements of effective management of human resources according to its purpose? It involves the following four aspects:

A. Cost: In human resource management, cost refers to the management of the number of people put into operation, salary and benefits as a whole, and the supervisor can only provide suggestions, while the other two items are arranged and trained by the supervisor according to the actual situation of the department. An excellent supervisor can maximize the use of human resources through working procedures and training, and set the most reasonable number of personnel through the requirements of working procedures.

B. Quality: This refers to the knowledge level and personal quality of employees during the production process. Through training, we can specify the positions that employees can play according to their different specialties, so as to achieve the purpose of effective management.

C. Efficiency: This refers to the skill level requirements and speed that employees should reach. At this point, in addition to requiring employees to assume their own responsibilities through standardized procedures, it is also very important to clarify employees' expectations for work, provide employees with opportunities for psychological counseling, and let employees know clearly what the hotel expects of him; Through appropriate decompression and pressure, the implementation of job enrichment system, encourage and promote the work of employees, can improve the work efficiency of employees.

D. flexibility: the flexibility of human resources is adjusted accordingly with the changes in the market. It depends on how much knowledge and skills employees have in the process of putting into operation. In other words, with the change of the market, the skills and knowledge of employees must be constantly improved to keep up with the pace of market progress, otherwise they will be eliminated.

From the four aspects of human resource management, we can see that the cost link occupies a decisive position, and only effective human resource management can balance the gap between the cost link and the other three links and achieve synchronous progress. Then, we also notice a problem here: in the hotel industry, the turnover rate of manpower is very high, and there are many talented people among them. How to retain talents and stabilize the overall service quality? We know that in order to retain talents, a place must do two things: first, it can continuously provide new learning opportunities, and second, it can provide development space to make it play its potential. How? We must consider the following aspects:

A strengthen and increase employees' knowledge through continuous training, and cultivate and establish employees' ability to operate independently.

B. Respect employees' suggestions and opinions, and respond quickly to make employees feel valued and increase their loyalty.

C encourage employees to participate in the decision-making process, solicit opinions, and work with employees to set work goals.

D. Appropriately authorize, help employees to consider things from a high angle, and provide substantial help, and at the same time control afterwards or directly according to the actual situation.

To sum up, as long as a supervisor can organically combine the two links of operation and human resources, carry out effective management and promote the work of employees, he has already succeeded halfway, basically meeting the requirements of management functions in supervision duties. Next, let's take a look at how the other half function of supervision (practical function) is realized in the financial and market sectors.

Third, finance: In this link, a supervisor needs to give full play to his information function and business analysis ability in the actual operation function. And this function needs the help of financial information table. So, what kind of financial information report does a supervisor need? First, let's look at the function of the report to determine what kind of financial information a supervisor needs:

A. Reports allow managers to make decisions for future business.

B. reports enable managers to control what happens every day.

C. statements are the embodiment of direct micro-achievements.

D. Reports can help managers manage more effectively.

Through the function of the report, we determine the financial information that a supervisor needs:

A. Daily expenditure cost: help us know what kind of cost can be controlled more effectively and put an end to waste. It involves labor costs, water and electricity costs, daily consumables costs and food costs.

B. Past performance statistics: It can help us to understand and analyze which links in the past business processes have problems, so that resources can not be used to the maximum extent, and which links can be done better. Its content involves the statistics of past guests, average consumption, total operating income and publicity expenses. And let's make the next plan, budget target and budget expenditure according to statistics.

C budget plan: including future operating income budget and expenditure budget. It allows us to move towards the established goals and constantly improve every link in the process of achieving them.

With accurate and timely financial information, we can better control our work. But there is one thing that all managers should be wary of: don't let too much information overwhelm you. Too much or too little information can't make you make the right decision. Information only makes sense when it allows you to control things.

Fourth, the market: the product of the market is the service, which provides customers with the products they need, but it does not directly face the customers, but only arouses the customers' desire to buy through a series of planning, publicity and other intermediary means to achieve the goal. The role of the supervisor in the market is reflected in two aspects: internal customer service and external innovation promotion;

(1) Internal guest service function: When receiving guests' reservations, the supervisor should arrange private rooms according to the needs and preferences of different guests, choose exquisite decorations according to the decoration design style of private rooms to create an atmosphere, and make good preparations from the aspects of lighting, table layout, tableware collocation, air quality and environmental sanitation. , and make arrangements before meals. Emphasize and strive to provide the "customized" service that best meets the needs of the guests, actively collect information before the guests eat, facilitate the chef to customize the variety of dishes according to the guests' banquet and diet preferences, and actively communicate when the guests arrive to confirm the dishes and prepare the corresponding drinks. Arrange the right people to serve according to different levels of guests. Carefully observe the guests' dining behavior and habits during meals and make records, and actively seek the guests' feedback after meals. Organize and archive all information to provide the basis for each customized service. Every link reflects the "nuance" of restaurant service.

At the same time, supervision should start from the following aspects: (1) Improve various working procedures and strengthen standardized services. Because the real quality service is based on standardized service, through the organic combination of personalized service, customized service and emotional service.

(2) Training the staff in combination with nutrition, including the calorie, taste and nutritional function of each dish, can improve the cultural taste of dishes and reflect personalized service when ordering or introducing for guests.

(3) Establish standards to distinguish the nature of various large-scale banquets. The specific breakdown is as follows: administrative large-scale banquet, business large-scale banquet, tourism team large-scale banquet, folk large-scale banquet. And for large banquets of different natures, corresponding service processes are formulated to provide customized services.

(4) Use modern database technology and statistical analysis methods to provide customized services for guests. We know that the sales cost of developing a new customer is six times that of maintaining an old customer. Every guest has different needs. The traditional practice of dividing a group of customers with the same needs into market segments through market segmentation can no longer meet the special needs of each customer. Modern database technology and statistical analysis methods can accurately record the specific needs of each customer, thus providing customized services for customers and increasing customer loyalty. This targeted customized service can also prevent customers from turning to other catering brands. Specific practices are as follows:

(1) According to the individual needs of major customers, stable customers and newly developed customers, establish guest files, and collect the individual needs and consumption data of guests more actively in daily work, and all of them are input into computers or recorded in standardized texts in the form of data for easy reference. In this way, the limitation of personal memory is overcome, and the customer information is completely and accurately retained.

② Strengthen active communication with guests before, during and after meals. Personalized service and customized service seem complicated and difficult to grasp, but the core is a simple word-communication. In hotel service, the benefits brought by effective communication far exceed our imagination.

③ Actively cultivate employees' communication skills and give full play to the role of employee information feedback system. This is an information system, including grass-roots front-line employees, which requires every employee who comes into contact with guests to establish a work diary system, that is, to list the positive and negative information transmitted by guests every day in extremely simple words, and analyze and utilize it. This can establish a rapid market response mechanism and effectively carry out dynamic quality management.

(4) Strengthen the management of field walking. The supervisor must patrol and observe the management of each banquet hall more than three times a day, and actively listen to the opinions reflected by the guests, find problems in time, correct them, and always maintain the stability of on-site service quality. Site construction will be fixed and institutionalized.

⑤ Establish comprehensive contact with the Finance Department, and bring revenue management into the scope of restaurant marketing. Only the organic combination of revenue management and relationship marketing can improve customer loyalty. Let us know who are the high-value customers now. Who are the potential high-value customers? And provide truly high-quality standardized services, personalized services, customized services and emotional services for high-value customers and potential high-value customers.

In internal customer service, a supervisor should not only provide "customized" services that best meet the needs of guests, but also actively and effectively communicate with guests, and encourage employees to communicate with guests, listen to their feedback, understand and collect customer information, and lead employees to provide "personalized" and "customized" services that exceed the expectations of guests, so as to surprise guests. Consolidate the loyalty of target customers through active and effective means. Establishing contact with customers and actively developing new customers are also in line with the above-mentioned that an excellent supervisor must have good market tentacles and master the conditions of customers.

(2) External innovation and promotion: The marketing state of hotel catering market in China today is no longer the simple competition state of food price in the past, but has gradually risen to the competition state of food and service quality. In the high-end market of hotel catering in China, dishes have long been combined with catering culture and Chinese culture, and services are combined with personalization and customization to compete.

Strive to improve the marketing state of catering cultural competition. However, a restaurant or hotel can only improve its popularity and maintain its vitality by constantly innovating and promoting and attracting our target customers by innovative promotion. At the same time, the ultimate goal of innovation promotion is not only to bring in income, but also to combine operation, human resources and finance organically by taking advantage of the opportunity of contacting the market, to provide employees with opportunities for progress and enhance the overall image of the hotel! Why do you say that? Because promotion will bring:

A. Chef: Thinking, collecting information-trying-determining-training-launching-reviewing-improving = = new knowledge.

B. Supervision: make a plan with the chef-think about how to decorate the environment according to the promotion content-make a service process according to the dishes-train-communicate with the guests-feed back the guest information to the kitchen-improve new knowledge.

C. Attendant: Understand new cooking practices-Understand relevant service processes-Promote sales-Communicate with guests-Feedback information-Put forward suggestions for improvement = = New knowledge.

D. Purchasing: looking for raw materials (supply, decoration)-comparing prices-determining-learning how to distinguish raw materials = = new knowledge.

E. Guests: Enjoy new dishes-Enjoy different services-Tell friends and relatives (word-of-mouth publicity) = = New knowledge.

China cooking is the product of civilization and culture. As a high-star hotel restaurant, we should strive to enrich the cultural connotation of the catering market, improve the cultural taste, and run the catering culture, catering culture, banquet culture, restaurant culture, service culture and management culture through the whole process of business activities. The supervisor can consider the following aspects in his work:

(1) Take advantage of appropriate time and opportunities to participate in various food promotion and public welfare activities in society, increase cultural added value, and achieve results through continuous publicity.

(2) According to the needs of the guests in the current catering market, combined with the requirements of food culture and scientific nutrition, develop special banquets such as "vegetarian banquet" and "advanced flavor banquet".

(3) Avoid rising raw materials, choose to work hard on other raw materials and launch innovative dishes.

(4) Invite target customers who have the ability to appreciate and appreciate dishes to taste innovative fine dishes every once in a while. Increase the effect of word-of-mouth publicity.

Generally speaking, to be a qualified and excellent supervisor, we should not only understand the conditions and functions we should have, but also do them. Do it! Otherwise, there is a formula that is the best explanation:

Empty talk-action = zero