How to do well in hotel management (4)

12. Refusing service is a kind of accomplishment.

China has always been reserved, and when expressing his refusal, it is no exception. Declining is indeed much better than directly refusing, at least it keeps the face of the rejected party to the greatest extent and gives the other party a step down.

Any famous hotel in the world is not infinite, but limited in meeting the needs of its guests. Then, for the service demand or irrational necessity that cannot be provided, excellent employees will use the art of euphemistic refusal instead of simply telling them: "I can't do it", "The hotel doesn't have this service" and "I can't provide it". For example, the author once witnessed such a scene: a foreign guest asked the floor attendant to help him find a lady. Although the employee blushed, he didn't simply answer "no", but said politely, "Sir, I'm sorry! Providing such services in China is not allowed and immoral. Please respect yourself! " Rational restraint and enthusiastic rejection, the foreign guests did not blame the employee for meeting the requirements, but gave a thumbs-up and praised the employee's noble sentiment and personality. It can be seen that timely and moderate refusal will not only embarrass the other party, but also save face for the other party.

However, it is not easy to decline. It needs to accumulate experience in daily work and pay attention to its own expression ability before it can decline, which requires long-term practice. For hotel employees, they should read more books and communicate with others at ordinary times, and gradually accumulate some communication skills in their work, so that they can do it when they really improvise.

Thirteen. On the present situation of hotel service in China

With the development of economy, the hotel service industry is booming, and hotels everywhere in the street provide people with a lot of convenience. However, although the overall level of hotel service quality in China is constantly improving, there are still many problems, which are big problems that restrict the development of hotel industry. At present, the present situation of hotel service quality in China is mainly manifested in the following aspects.

First, the service quality level is low. While more and more attention is paid to "smile service" abroad, domestic hotel waiters generally lack basic manners, can't operate advanced facilities and equipment, and their foreign language level is low.

The second is the lack of service coordination between departments. Hotel services are comprehensive and provided by different departments and employees, so the quality of services has a great relationship with the coordination between departments. In China's hotel industry, supervisors and front-line employees compete internally under the guidance of their own experience, and department managers are more concerned about the performance of their own departments than the development of the whole hotel, so that although a certain department won in a civil war, the whole hotel lost in the competition.

Third, the service quality management is inefficient. Because the intangible services provided by hotels are difficult to be measured by quantitative standards, its quality control is even more difficult. How to standardize and control the behavior of service personnel is the fundamental way to improve service quality. However, as far as the overall situation of China's hotel industry is concerned, most hotels cannot formulate scientific service quality standards and regulations and ensure their implementation.

The above aspects reflect the common deficiencies in hotel management in China, such as the lack of scientific and perfect service quality management system and poor implementation, which conflicts with the diversified and personalized needs of customers and restricts the development of hotels.

Fourteen How should management build team spirit?

The so-called "everyone gathers firewood, and the flame is high", for an enterprise, cultivating a high-performance team full of team spirit means that the enterprise is half successful, so how should the management of the enterprise build team spirit?

First, create an organizational atmosphere of mutual trust. In a well-known bank, the manager especially delegated power to their middle-level employees, even though they spent money on marketing. Some people object to this and think that employees will spend money indiscriminately. As a result, employees did not spend money indiscriminately, but maintained many customers, and their performance became a banner in the industry. It can be seen that mutual trust has a great influence on every member of the organization, especially increasing employees' emotional identity with the organization. Only in this way can employees truly identify with the company, regard the company as their own and regard the company as a stage for personal development.

Second, use punishment with caution in the organization. From a psychological point of view, there are two main ways to change a person's behavior: punishment and encouragement. Punishment will lead to employee behavior retreat, which is a kind of denial to employees. A denied employee's enthusiasm for work will disappear, so managers must be cautious about punishment, and when they have to use it, they must be fair and just, so that employees can be convinced.

Third, establish an effective communication mechanism. Communication is particularly important for maintaining team spirit and cohesion in daily work. Smooth communication channels and frequent information exchange will open the hearts of every member of the team, so that the work will be more efficient. Moreover, in this way, enterprise team members will have a strong sense of professionalism and responsibility, show an honor and pride in the performance of the team, be willing to actively undertake team tasks, and the working atmosphere will be in the best state.

Four, establish and improve the rules and regulations, so that everything has rules to follow and laws to follow. In a team, it is necessary to gradually form the team's own behavior habits and norms, preferably matching the correct behavior style, so that employees can implement them smoothly. In addition, leaders should lead by example, conscientiously implement rules and regulations through their own words and deeds, and gradually establish the prestige of leaders in this process, thus ensuring the effectiveness of organization and command in management. In this way, employees will naturally demand themselves according to the code of conduct of the enterprise, and form a good atmosphere and ethos of the team.

Fifth, humanized management. There is a famous saying in Sun Tzu's Art of War that "attacking the city is the bottom, attacking the heart is the top", which shows the importance of humanized management. Managers need to treat employees with care, love, patience, good use, trust and respect. On this basis, supplemented by other leadership arts, fair incentive mechanism, values, cultural literacy, rewards and recognition, etc., team spirit and corporate cohesion have been promoted and consolidated.

As long as a high-performance team is established, the potential creativity of the enterprise can be brought into play and the overall goal of the enterprise can be achieved smoothly.

Fifteen, hedgehog theory, how far is the most appropriate?

In the cold winter, two hedgehogs hug each other to keep warm, but there are thorns on both sides. If they get too close, they will stab each other. If they go too far, they will be too cold to stand. After repeated tossing, the two sides finally found a suitable distance, which can warm each other without stabbing each other, so that both sides can sleep comfortably. This is the hedgehog theory. Applying hedgehog theory to enterprise management will lead to a lot of thinking. What is the most suitable distance between managers and employees? Let's analyze it in three situations.

First, when there is only one subordinate. This situation mainly exists in the human resources department, planning department, customer service department and other departments of small and medium-sized enterprises, and most managers bring one or two soldiers. In this case, the distance between managers and employees is very close and there is a sense of dependence. At this time, there is no need to use too complicated management skills and means. As long as the superior tells them to do it, the subordinates will carry it out, but the shortcoming lies in the performance and the effect will not be very good. Mainly because employees are close to their superiors, the superiors are embarrassed to urge or supervise the work of their subordinates when arranging their work. Therefore, management under this condition should pay attention to keeping a psychological distance and not talking too much about personal privacy at work. Although this is very good for enhancing feelings, because of being too intimate and without the pressure of competition, if coupled with improper management, it will cause delays, slackness and low performance.