How to improve the corporate culture of the hotel

1. The importance of hotel culture

1. Hotel culture enhances competitiveness. Hotel products are different from other products. Hotel products are mainly guest rooms, catering and entertainment. What is important is that they must be reflected through services. Services are intangible, comprehensive, synchronized with production and consumption, cannot be stored, and quality evaluation is subjective. characteristics, word-of-mouth marketing and other characteristics require services to be based on standardization and standardization, and pursue personalization and diversification. Service quality is composed of service attitude, service skills and service efficiency, and the key service attitude is determined by employees' recognition of the hotel culture and their feelings for the hotel. When guests choose a hotel, they actually choose a culture they like and trust. A unique hotel culture can improve the hotel's popularity and brand effect, which cannot be imitated or surpassed by other hotels, and can create immeasurable competitiveness. Famous hotel brands such as Hilton and Marriott have their own unique corporate cultures.

2. Hotel culture improves guest satisfaction. Modern hotel culture has established the concept of focusing on guests. While providing tangible and intangible services to meet the needs of guests, the hotel also pays attention to guests' opinions and suggestions, and launches personalized, nuanced and family-friendly services. Let guests find enjoyment, happiness, respect and understanding when staying in the hotel, and improve guest satisfaction.

3. Hotel culture enhances team cohesion. The hotel industry is an industry with a high turnover rate, and the lack of service-oriented talents is a problem that plagues the development of hotels. Only an excellent hotel culture can unify the thoughts and behaviors of employees, allow employees to find a sense of belonging and responsibility, restrain employees' codes of conduct and moral norms, move towards the same goal, and play the role of cultural retention.

2. Contents of hotel culture

1. Material culture. Material culture is what hotels usually call hardware. Hotel material culture is usually expressed and carried through material phenomena such as the hotel's architectural environment, interior decoration, facilities and equipment, staff clothing, guest room products, catering products and advertising. Material culture is the material basis of hotel culture.

2. Behavioral culture. Refers to the activity culture generated by hotel employees in the service and operation process. Including business management, business activities, etiquette, etiquette, cultural and entertainment activities, education and training and other behavioral phenomena, determine the norms and standards of service quality.

3. Institutional culture. Institutional culture refers to the leadership system, organizational structure, business model, management system and other institutional norms that are recognized and consciously followed by employees. Being able to constrain the behavioral norms of hotels and employees is the pillar and bridge of corporate culture.

4. Concept culture. Concept culture is the cultural concepts and spiritual achievements formed by the hotel in the long-term operation process. It is the core part of the hotel culture, the sum of the hotel's ideology, and the crystallization and sublimation of other cultures.

3. Hotel culture core values ??and cultural terms

Hotel culture reflects the actual and future development of the hotel. It must be repeatedly refined and continuously improved to be able to follow the values ??recognized by the majority of employees. Be careful not to copy them indiscriminately. Hotel culture must achieve the unity of the interests of the hotel, guests and employees, the unity of immediate interests and long-term interests, and the unity of local interests and overall interests. Summarizing more than ten years of hotel work experience, I believe that hotels should establish a people-oriented concept, pay attention to the humanization of guests, establish a win-win value between the hotel and guests, and establish the core values ??of gratitude, tolerance and doing things with heart.

Hotel cultural terms reflect the values ??of hotel culture and play a role in promoting hotel culture. I will summarize the management, operation and service cultural terms that are unique in the hotel industry as follows:

1. Hotel management cultural terms. Management philosophy: Use systems to manage the hotel, use culture to manage employees, and use services to manage guests. Management Principles: Details, details, details, checks, checks, checks. Management requirements: Guests are satisfied with the service, the hotel is satisfied with the management, and the employees are satisfied with the benefits.

2. Hotel management cultural terms. Business philosophy: meet customer needs, create hotel benefits, and realize employee value.

Business philosophy: compete for the market with service, compete for the brand with the market, and create benefits with the brand. Business policy: Standardized management, standardized services, and efficient operation.

3. Hotel service cultural terms. Service concept: personalized, meticulous and family-friendly. Service tenet: Serve with sincerity and do things with heart. Service principles: enthusiasm, meticulousness, efficiency and safety.

4. How to promote hotel culture

1. Hotel leaders practice it personally. Hotel leaders are the creators, initiators and promoters of corporate culture. Hotel culture is mainly manifested through the behavioral influence of entrepreneurs and managers. "Be upright and do what you are not told." Leaders should play a role model and take the lead, so that corporate culture can be passed on and developed. Hotel culture permeates the hotel's management, operation and service processes and is reflected through slogans, cases, manuals, briefings, cultural activities, speeches, typical role models and other carriers. It requires specialized departments to continuously explore, promote and expand.

2. Good training system and internal promotion mechanism. There is a process from unconscious to conscious, from unaccustomed to accustomed to corporate culture. Publicity and training are important ways to convey hotel culture. The "Hilton Hotel Group" in the United States and the "Jin Jiang Hotel Group" in Shanghai have their own training schools, in which corporate culture training is the main content. The hotel should establish an internal promotion mechanism and incentive mechanism, and link promotion and rewards to employees and teams with outstanding performance.

3. Strict rules and regulations and quality inspection network. Only through the standardization and constraints of hotel culture, store rules, service standards, operating procedures and other systems can we ensure implementation and execution. Employees will not do what you ask them to do, they will only do what you check. The culture is set right and the system is in place, but without implementation and supervision, it cannot be solidified into habits and traditions. Only by forming a quality inspection network can the implementation of the system be guaranteed and a cultural atmosphere formed.

4. Set a model and role model for learning. There are role models in any industry. The hotel industry does not require employees to have outstanding performance, but employees who are dedicated to their jobs, loyal to the hotel, serve sincerely, and work hard are the real promoters of hotel culture. Those employees who treat guests as their own family in ordinary positions and use sincere service to satisfy, touch and surprise guests have demonstrated the true meaning of hotel culture and are role models for the majority of employees to follow.

5. Rich amateur cultural life for employees. "Without satisfied employees, there are no satisfied customers." The satisfaction of employees is directly proportional to the satisfaction of guests. Hotels should care about the lives of employees, provide convenience for employees at every turn, and solve their worries. Delicious staff meals, warm staff bathrooms, comfortable staff dormitories, passionate recreational activities, etc. are all indispensable parts of hotel culture.

In short, corporate culture is the magic weapon for a company to win and the secret to its survival and development. We must accurately position the corporate culture of the hotel, carry out effective promotion and deepening, and embody the hotel culture in operation, management and service, so that the hotel culture can flourish and last forever.