What consciousness should hotel managers have?

What consciousness should hotel managers have?

For a hotel manager, what professional qualities should he have if he wants to do a good job in hotel management? According to my working experience in hotels for nearly 20 years, I think hotel awareness is very important. Now I will talk about my humble opinion on the following five kinds of hotel consciousness.

First, the awareness of active service.

The so-called active service consciousness is to put the service before the guests put it forward. Only by doing this can guests feel that the service of this hotel is of high quality, otherwise the service we provide is either passive or mechanical. However, active service is not easy. It is observed that most of our front-line employees are here? The guest puts forward the service request first, and then provides the service for the guest? Status, if you want them to do a good job of service before the guests ask, you need our manager to remind and supervise at all times. This first requires hotel managers to have this awareness of active service in order to implement this awareness to every employee. Only when every employee has this awareness of active service can the service of the whole hotel be upgraded to one? Perfect? Improve our overall service quality and efficiency.

Second, the overall marketing awareness

The so-called all-staff marketing consciousness means that everyone from the whole hotel to the general manager to PA is a part of hotel marketing, and every job we do is to promote hotel products. Moreover, marketing is not only a matter for the marketing department, but also something that every employee must do. Employees may not have this kind of marketing consciousness, but as managers, they must have this kind of all-staff marketing consciousness. We do marketing not only for customers who don't come to the door, but more importantly, we should do a good job in marketing customers who come to the door. Compared with all employees, the strength of hotel marketers is limited. If we instill this kind of all-staff marketing consciousness into every employee, and let every employee have this kind of good marketing consciousness, this power is undoubtedly very great. To do this, our hotel managers must first have this awareness of all-staff marketing.

Third, the sense of teamwork.

Hotel service is a whole, not a department or a person can complete it alone. It is bound to require the joint efforts of several departments or the whole hotel to complete a high-quality service.

When a guest comes to our hotel for dinner, many different departments are involved in the whole consumption process, from entering the hotel to checking out after eating in the restaurant, and then leaving the hotel. As long as one of the service links goes wrong, the whole service quality will inevitably decline. From another perspective, the operating income of a department can only be guaranteed through the cooperation of relevant departments. This means that in our operation, all departments must cooperate sincerely, not fight alone. To do this, our managers must first have this sense of teamwork, and when the interests of the department are impacted, they should focus on the overall situation. Only when the income of the whole hotel increases can we share the same income.

Fourth, the awareness of cost control.

The so-called cost control is to pay attention to every kilowatt hour, every drop of water, every piece of paper and every toothpick in the hotel, because these are all profits. You know, wasting a toothpick means losing a profit, so from the manager's point of view, only when you have the consciousness of cost control will you pay attention to the cost and try to control it. To control the cost, the most important thing is to rely on our grass-roots staff, so hotel managers must instill this awareness of cost control into their employees, so that we can better control the cost.

Verb (abbreviation of verb) sense of crisis

For hotel managers, everyone should have a sense of crisis and be prepared for danger in times of peace. From an ordinary complaint, we should realize that if it is not handled properly, it will become a hotel crisis. From a macro point of view, even if the business of the whole hotel is very good at present, we should plan ahead and how to deal with competitors once they appear. Only with this sense of crisis will we consider what measures to take to make our hotel management invincible in the more cruel market competition in the future.

Through the exploration and summary of hotel management for so many years, I think the above five kinds of consciousness are universally applicable and also the qualities that hotel operators should have.

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