How to run a hotel and make it colorful? What should I pay attention to?

I don't know much about you. Let's have a look. Over the past 20 years of reform and opening up, the hotel industry has developed rapidly. According to the incomplete statistics of the relevant tourism departments, there were 203 tourist hotels and guest houses in China in the early days of reform and opening up, and by 2005, it had grown to 12024, not including social restaurants of all sizes. What is certain is that the development speed of pure catering enterprises is faster. Especially in recent 10 years, the development speed of catering enterprises in China can be said to be rapid, the scale is getting bigger and bigger, and the grade is getting higher and higher. A considerable number of hotels in these catering enterprises are developing blindly, so it is inevitable to open hotels every day and close them every day. Look at the most subcontracted non-catering restaurants in newspaper advertisements, so how can we manage a catering enterprise well? The first secret is to try to locate accurately. Statler, a famous hotel management master, said that there are three key factors for hotel success: the first is geographical location; The second is geographical location; The third is geographical location; It can be seen that geographical location plays an important role in hotel management. In an environment where the market is relatively mature and consumption is very rational, the geographical location of the store is indeed particularly important. People don't have to rush about for a meal, but the situation in our country is somewhat special. The location of middle and low-grade hotels is very important, considering the passenger flow and the convenience of guests, because consumers at this level will not spend more energy and financial resources on transportation. For some hotels with distinctive management, they rely on their own unique products or unique hotel products to attract guests. Many people may pay attention to ostentation and extravagance, or take pains to cater to delicious food. For example, there are several large catering hotels in Nanjing called catering carriers. Although their geographical location is on the edge of the city, their business is very prosperous. It can be said that most of the guests came with curiosity and conformity. So how to choose a geographical location suitable for your own business should be studied. Market positioning: that is, what level of consumer groups the hotel will receive. At present, domestic catering consumer groups can be roughly divided into three categories: ordinary consumer groups refer to fast food and simple meals; Mid-range consumption is mainly small enterprises, companies and middle-income groups; High-end consumption is mainly large and medium-sized enterprises, companies, government agencies and high-income groups. Look at your own market, choose the geographical location and hotel products suitable for the corresponding level of guests, and never engage in three levels of guests to receive, which is likely to produce high-end consumer groups who are unwilling to come; Mid-range consumer groups don't want to come; The embarrassing situation that ordinary consumer groups dare not come. Geographical positioning: that is, choose the geographical environment that adapts to the survival and development of this hotel. Hotels mainly catering to ordinary consumer groups should choose large residential areas with large passenger flow and dense population as their business addresses, such as KFC and McDonald's. Interestingly, some people in Nanjing said, "Where there are KFC and McDonald's, there is jiaozi of my aunt's family"; In order to receive middle-class consumer groups, hotels should choose business addresses with convenient public transportation; High-end consumption, to avoid the crowd is too mixed, traffic congestion downtown. You should choose a place with elegant environment, convenient transportation and sufficient parking spaces. Product positioning: product positioning mainly refers to two aspects, one is hotel products; The second is the products processed and produced by the hotel. Hotel products usually refer to hotel facilities, equipment and decoration. Hotels should determine their product positioning according to their own market positioning. Generally speaking, the decoration of ordinary hotels should be concise and lively, and the seating arrangement should be compact and not crowded, giving people a refreshing, clear, safe, hygienic and convenient feeling. The design of dishes should also be based on fast and popular home cooking; Mid-range hotels should have distinctive features in decoration according to the characteristics of the dishes they operate, the preferences of local guests, cultural background and other factors, strive to be comfortable without losing the sense of luxury, arrange meals as loosely as possible, be comfortable but not compact, determine the main cuisines of hotel dishes according to local dietary customs, and operate other cuisines regularly or irregularly. The best way is to change chefs regularly to meet the psychological needs of guests for continuous innovation in taste, so as to maintain a good situation of hotel operation. Nanjing Jinhao Hotel Management Co., Ltd. has several chefs of different styles. The hotels managed by Nanjing Jinhao Hotel Management Co., Ltd. keep the business of several hotels under its name enduring by rotating chefs once every six months to one year. High-end hotels should naturally have a unique style, distinctive main body, luxurious decoration, spacious dining space, high-end food design, fine cooking of ordinary dishes, chic and luxurious tableware and exquisite decoration. The quality of a secret double-quality restaurant has two meanings: the quality of dishes and the quality of service. How to maintain high-quality dishes and services undoubtedly depends on our management. How to ensure the quality of dishes is briefly described from the following aspects: selecting a good chef team is the key, and the quality of the chef team is directly related to the quality of dishes. In this regard, our successful experience is to strictly control the production and processing of dishes. Monitor the whole process from cutting to cooking to production. The chef personally closed the export of the dishes. One of our chefs always puts a long-handled spoon in his coat pocket when he starts eating. When he felt that the food was wrong through sight and smell, he took out his spoon and tasted it himself. All unqualified dishes are reworked, and never let an unqualified dish flow to the table. It is worthy of recognition that some hotels encourage chefs to constantly innovate dishes, but the innovation frequency of a chef or even a group of chefs is difficult to meet the needs of guests, especially frequent visitors. Therefore, it is a good move to rotate different styles of chefs regularly. Our practical experience has been verified and is worth learning. Regarding the maintenance of excellent services, I think the key is to start with management. Cultivating and establishing an excellent staff is the key to the hotel, and implementing family management for employees is the key. Someone said it well: satisfy the guests. Manual service is to provide guests with all the services they can. When guests arrive and put forward their needs, employees should first show their positive and enthusiastic attitude to the guests. Through standardized and standardized services, meet the daily basic needs of guests in a timely and accurate manner to ensure the effectiveness of services; Give the guests a surprise. Dedicated service, personalized service for guests, so that guests from satisfaction to surprise. In order to further improve the satisfaction of the guests, we must provide personalized services for the guests, tap the potential needs of the guests, discover the potential needs of the guests in time, and surprise the guests before putting forward them; Get the guests moving. Affectionate service, in both physical and psychological feelings, exceeds the expectations of guests and achieves double satisfaction. Extraordinary value, emotional input. On the basis of providing personalized service, improve customer satisfaction, impress customers with value-added services and impress customers with emotional services. This level is the extension and sublimation of the first level and the second level. In order to make the guests excited, we must serve with affection. In the process of service, we should always move people with feelings, think about what the guests think, be anxious about what the guests are anxious about, exchange feelings for feelings and communicate with hearts. This is the deep connotation of service and the highest realm of service. Therefore, it is necessary to realize that the service that does not leave a good memory for the guests is not a successful service. Of course, the manager asked the waiter to serve the guests with emotion. As a manager, we should treat employees with affection, let employees experience the meaning of affection in a subtle way, and provide services for guests with affection. I made unannounced visits to several hotels on invitation. I made a surprise visit to the hotel without an agreement. When I first checked in at the front desk, the waiter was quite polite. When I asked for a room change for the third time, the waiter became extremely impatient, and even a little bit of a marching order. After I ordered a dish in the restaurant, I said that one dish was too salty and asked the waiter to change it. The waiter took the food to the backyard for a while and sent it up again. This time, I didn't raise any objection. Deliberately find fault. Can the above two services satisfy the guests? Can you leave a good memory for the guests? Fortunately, I was treated well in the guest room. I found hair in the bathroom and the bed was not clean, so I complained to the lobby manager. In less than five minutes, the lobby manager came with the room cleaner. He first apologized to me, then quickly led the waiter to clean the bathroom and bed, and did not forget to apologize again when he left. Tip 3: be good at planning and mention hotel business planning. There are all kinds of business planning activities now, but in the final analysis, we should master some basic principles, that is, don't try to play word games with guests, and don't be deceptive. The result of doing so can only be shooting yourself in the foot, and only the hotel will suffer. The hotel should really benefit the guests by engaging in preferential reward activities, so that the guests can feel that the consumption in the hotel is worthwhile or even worthwhile, and gain the trust of the guests. Publicity activities should be colorful and vigorous, leaving a beautiful and deep impression on the guests. The food festival must be down-to-earth and practice internal strength. Every dish made is a fine product, which will make guests linger. In a word, catering management is a complex and changeable project. To manage it well, we must manage it with our heart, manage it with our feelings, always put the needs of our guests first, study it with our heart and serve it with our feelings. Only in this way can our hotel last.