Content of hotel management course

Hotels are places that mainly provide short-term accommodation for tourists. In addition to accommodation, hotels usually provide restaurants, swimming pools or take care of children for guests. The following is my collection of business management courses, welcome to consult!

First of all, rules and regulations are the key to hotel management. Management development is from people to system, and then to cultural edification. Therefore, the development of hotels depends on good rules and regulations.

All departments of the hotel should establish rules and regulations, such as job responsibilities, work standards, reward and punishment regulations, performance appraisal, loss, employee manuals, management regulations, etc. , these should be established and improved, so that there are rules to follow. Some state-owned hotels and group catering chain stores have their own superior authorities, and sometimes there are certain restrictions on the independent management right of hotels, which will restrict the flexible operation and development of hotels and may become affiliated welfare units with their main business. Instead of being managed as a purely operational restaurant, it is unfavorable for the operation of the restaurant to serve the main business and ignore the external market. If we continue to use the previous management mode and management talents, improve the management mechanism, update the management concept and supplement new management talents, the transformation of the main project will only be replaced with new clothes, which may become the former hostel for internal management. Enterprises do not break the "big pot" and "iron rice bowl" in employing people, and do not cancel the job difference, which is unfavorable to hotel management and development. Formal workers have a sense of superiority and think they are the owners of the enterprise. What temporary workers are you? With the "iron rice bowl" as a guarantee, you will lose the motivation to move forward, while recruiters think that we are temporary workers, and we can't say when we will be fired. There is no guarantee and no motivation to work. In this way, the flow of talents is frequent, and the competition between enterprises is still the competition of talents. Whoever can retain talents will win in the market competition. For enterprises, it is necessary to have a good talent competition mechanism, recruit wise men, guide the situation according to the situation, and replenish vitality for enterprises. Treat any job equally, those who should buy insurance should also buy insurance, and those who should solve their worries should also solve their worries. Let employees feel the care and warmth of the enterprise, and they are also the owners of the enterprise, so that employees have feelings for the enterprise, reduce employee job-hopping and prevent external peers from poaching people. As a catering enterprise, it should be based on strict management, flexible operation, honesty and trustworthiness, and careful work; High standards, high requirements, a new starting point and new ideas to operate and manage; Coupled with good management system, management measures and good employment mechanism, restaurants can develop healthily and sustainably.

Second, food and service are the vitality of catering. In the past, some operators thought that food quality was the first and service quality was the second, but practice proved that service was the first and food was the second.

What kind of atmosphere do you think it would be if a table of rich and delicious dishes was served by an unenthusiastic restaurant staff, who kept a straight face and said nothing, liked to eat it herself, didn't replenish the wine in the cup in time, and didn't replace the residue in the bone dish when it was full? Even high-quality guests don't want to come again. Only when the kitchen and dining room cooperate well and make up for each other's shortcomings can we give full play to the advantages of overall catering. The dining room and kitchen belong to the whole dining room and need the unified management and deployment of the catering department. As the old saying goes: "If the skin does not exist, the hair will be attached." This is a fact. The hotel gives the catering department business indicators, and then assigns them to the kitchen and dining room, each of which assesses profits and uniformly distributes wages and bonuses. This benefit concerns the employees of the whole catering department, who will care about the quality of dishes and services. The dining room is no longer a dining room, but a kitchen. Your food is not delicious. If you don't eat, it has nothing to do with my service. On the contrary, you can't blame our poor food service. Only by organically combining dishes and services can we win good economic benefits. With the adjustment of the national economic structure, it has brought "harm" to the hotel industry, but also brought a new reform environment. Survival of the fittest and elimination of the inferior by the market. This requires a change in our thinking, from the seller's market to the buyer's market. In the 1970s, the catering industry talked about "delicious food", in the 1980s, it talked about "eye happiness", in the 1990s, it talked about healthy and nutritious diet, which also needed environmental protection. Therefore, we will cook whatever the guests need, and the dishes will continue to innovate and keep up with the market pulse. At the same time, constantly improve the quality of service, implement family-friendly and personalized services, think about what customers think and worry about their worries, and provide customers with fast, convenient and thoughtful services. So we should work hard and serve with love. It is necessary to send the catering staff out for further study, and invite the outside experts to come in for exchanges and cooperation. Only by going out, eating vegetables and watching services can we improve the technical level and service ability of employees. See more, broaden your horizons, and work with ease. The development of modern business hotels has expanded the diversity of catering operations, but it is also facing the confusion of survival; For example, the expansion of some cafes, tea halls, western restaurants and Chinese fast food has increased the vitality of catering competition, but it has also increased the difficulty of management accordingly, which requires us to have better adaptability in catering management and learn all kinds of management knowledge faster to adapt to the development of the times. With the rapid development of modern hotels, great changes have taken place in catering management. From the management of the whole hotel to the cooperation with the management group, many kitchen and personal skills to the formulation of standard recipes all illustrate the changes of the times.

Third, the software and hardware are the grade of the hotel, and the hardware is the main structure and decoration, geographical location, supporting facilities, tableware, tables and chairs, dishes, etc. Hotels that guests can see and touch.

Software is the brand of the hotel, the culture of the enterprise, the embodiment of the quality and mental outlook of employees, and the values brought by reception level, service quality and dishes to guests. Guests will leave a good impression through the decoration of the hotel, the feeling of the lobby and the environmental layout of the restaurant. Excellent service will bring guests a good mood and a pleasant meal. Only by strengthening software construction under good hardware conditions can we achieve good results. Hardware comes from investment, and software depends on management. Therefore, the hotel decoration should be high-grade, the service should be personalized, and the dishes should have taste. Decorate the restaurant style according to the characteristics of its own operation. The development of catering enterprises should have a long-term plan, and at least have a business philosophy that is ten years ahead of schedule. No matter from the serving and decoration style, it should be strange, special and new. In terms of decoration, it is more prominent. In recent years, many expenses of the catering industry have been spent on the renovation and renovation of hotels, and the renovation cycle is only three to five years. Software construction should be persistent for a long time, and the benefits come from management. No matter in daily work, no link can be relaxed. The details are perfect, and management should work hard on the details. Employees are the executors of specific work, and all work depends on employees. Therefore, in infrastructure construction and supporting facilities, front-line employees should be considered, and the practicality and convenience of their work should be considered.

Fourth, cost control is the profit of the hotel. If catering wants to make a profit, it is necessary to pay special attention to cost control and financial management, because financial management is related to the cashier at the front desk and complements cost control.

Only by controlling the cost can we achieve good operating profits. Costs are divided into fixed costs and variable costs. Fixed costs are facilities, equipment and fixed assets used for production. Variable cost refers to the expenditure on materials and energy, low-value consumables and human resources used in production. From the perspective of cost control, the relationship between the foreground and the background is discussed. The front desk serves customers, and the back desk provides strong guarantee for the front desk, so that the whole hotel has combat effectiveness. All departments should cooperate with each other, and they can't buck-talk or shirk when encountering problems. Equipment maintenance, procurement and supply, safety, cleaning, etc. Catering should be served well, and catering can serve customers who eat well. In catering, the kitchen should serve the restaurant, because the restaurant service personnel represent the interests of the guests, so employees are required to always establish the service concept of "customers are like relatives". The maintenance of equipment can prolong the service life of equipment and save the investment in fixed assets for the hotel. The purchased materials should be cheap, fresh in season and in place in time, so as to make exquisite dishes and reduce the production cost of the kitchen. For the price control of raw materials purchased in the kitchen, the Food and Beverage Department organizes personnel to conduct market surveys together with the Finance Department on a regular basis to find out the actual price of kitchen materials, usually once a week, so as to enhance the transparency of material prices and unify pricing. Only in this way can we effectively control costs and prevent corruption. Multiple markets and multiple purchases can prevent monopoly of material prices, and we can use high-quality and cheap raw materials. In warehouse management, try to achieve zero inventory, which can not only reduce the loss, but also improve the capital turnover rate. Employees' wages and benefits account for about 20% of the catering cost. We should set up posts reasonably according to the needs of the work, and we should not be overwhelmed. Although the value is low and easy to consume, the account is not detailed. In the past two years, the prices of raw materials for production have risen, and all aspects of expenses have increased. However, the consumption level has not changed much from that of ten years ago, which has increased the difficulty of our operation. Therefore, every point and every link should be saved, and the cost should be effectively controlled to create the best profit for the hotel.

5. Marketing is the guarantee of hotel benefits. Good products should have good publicity and planning, which can establish the image of the hotel in the public and create brand benefits.

Hotels should take part in more public welfare activities, such as doing something useful for the elderly, children and fire fighting. Holding some old and new customers' parties every year and investing less in public welfare activities can produce good results, improve the visibility and reputation of the hotel, and improve its visibility and economic benefits. The public relations department and the marketing department should often visit old customers and listen to their opinions. Their suggestions can guide our production and improve our service. To establish customer files, for important VIPs and big customers, there must be perfect customer information, such as the host's preferences, taboos, etc., which the receptionist should keep in mind. All staff participate in marketing, and everyone cares about management. For public relations marketing, if you can do more work by increasing the commission, you should distribute the commission to the invited meetings and customers, and the salary of public relations personnel should be linked with the benefits, which can effectively stimulate the enthusiasm of public relations and create economic benefits for the hotel. Remember the 80 and 20 rules, 80% of our profits come from 20% of our customers, so the focus of our public relations should be these 20% of our customers, and we should devote 80% of our public relations expenses and energy to these 20% of our customers. Regularly hold food festivals in different regions and do a good job in promoting large-scale festivals. For example, the production of Mid-Autumn moon cakes, the distribution of Spring Festival gifts, and the processing of clean vegetables. The training output of catering management and the chef's housekeeping service are also ways for hotels to increase efficiency.

6. Safety and health is the top priority of the hotel, and safety in production is the top priority in the work. We must put safety in production first; There is no security, nothing and no economic benefits.

There is a saying that "hidden dangers are more dangerous than open flames, prevention is more effective than disaster relief, and responsibility is more important than Mount Tai", which shows the importance of prevention, so we should sound the alarm bell and not be careless. Establish a safety inspection system in the food and beverage department, staff must be present during business hours, and strictly check records after work to ensure foolproof. The kitchen is highly electrified, pay attention to personal safety and prevent knife injuries and burns; There are many noodle machines, which need to be operated strictly according to the degree of operation to prevent the machines from being injured; There are also many hidden dangers in restaurants, such as carpets, electrical appliances and cigarette butts. More attention should be paid to it. Pay attention to traffic safety when going out. We should also prevent food poisoning accidents and man-made poisoning in our work, which requires our employees to have noble ideological consciousness and moral sentiments. At the same time, strengthen the security system of personnel entering and leaving to prevent employee theft and foreign personnel control. Some operators only pay attention to the decoration and grade of restaurants, and sometimes ignore the hygiene requirements. In fact, health management is also very important, especially the hygiene of toilets. More importantly, why do you say that? If the hygiene of the bathroom is very good, then the other hygiene of the hotel can be imagined to be better! Neat hygiene will leave a good impression on customers. Food hygiene is also very important, and you can't relax at any time. We must strictly abide by national and local laws and regulations and put the health of customers first! Personal hygiene cannot be ignored. The staff's tooling is the highlight of our hotel, and it is also the basis for establishing the internal image of the hotel. Good personal hygiene is also the embodiment of professional ethics.

Seven, team spirit is the need of hotel development, team spirit is the embodiment of hotel culture, the embodiment of hotel cohesion and centripetal force, and the embodiment of employees' perfect execution.

Employees are the profit creators of enterprises. Our managers must act according to the principle of "superior-subordinate service" and manage according to the concept of "customer first, employee first" in order to make government orders smooth. At work, we must serve the next working procedure on the basis of the previous working procedure, and the next working procedure is the inspector of the previous working procedure. Employees are the most common members of the hotel, but the stability of employees is related to the development of the hotel and the future of the hotel. Hotels should always think of their employees, let them work with peace of mind, devote themselves to their work, love their work, take the store as their business and serve the hotel better. We should put the hotel's business philosophy and cultural orientation into the thoughts and actions of every employee. Do a good job in hotel development planning, provide a platform for staff development and design the future. Increase employees' cultural and sports activities and competitive competitions, and form a good cooperative atmosphere and team spirit. Every employee is a member of the team and should be proud of the team.

8. Training is the driving force for the development of hotels. The development of hotels is inseparable from the training of hotel employees. Only by establishing good training policies and mechanisms can our employees continuously improve their own quality and work ability.

Use the rest time before or after work to train employees accordingly, so that employees can understand the truth of being a man in advance. From the rules and regulations of the hotel to the later development training of the hotel, employees will gradually develop the habit of learning and constantly purify and improve themselves. Make every employee adapt to the development of the hotel, so as to cultivate excellent employees. Only continuous training can make employees make continuous progress, embody hotel culture, show good team spirit and make the hotel sustainable.

To sum up, as a hotel catering business, it changes rapidly and the number of guests received is uneven, which requires us to be flexible in our work. In the face of policy control and market competition, only by summing up experience, perfecting management mechanism, raising competition awareness and improving employee welfare can we be in an invincible position in the competition. The development of hotel catering is related to the future of the hotel. Hotels should always think of their employees, let them work with peace of mind, devote themselves to their work, love their work, take the store as their business and serve the hotel better. We should put the hotel's business philosophy and cultural orientation into the thoughts and actions of every employee. Do a good job in hotel development planning, provide a platform for staff development and design the future. Increase employees' cultural and sports activities and competitive competitions, and form a good cooperative atmosphere and team spirit. Every employee is a member of the team and should be proud of the team.