I want to ask about the management of that hotel.

Do you know the story of "Sun Wu's Kung Fu Corner War"?

About 5 14 BC, Sun Wu was appointed as a general by He Lv, the king of Wu. After reading Sun Tzu's Art of War, the King of Wu asked Sun Wu if women, except soldiers, could be trained according to the Art of War. Sun Wu's answer is absolutely ok. So the king of Wu assigned 180 maids in the palace to Sun Wu for practice. During the drill, Sun Wu carefully explained the drill method and repeatedly emphasized the action requirements and discipline, but after the training began, the ladies-in-waiting laughed and disobeyed orders. For the sake of serious military discipline, Sun Wu used the method of "pointing at mulberry and cursing trees" to achieve the purpose of beating and warning all maids to "curse", and resolutely beheaded the two princes of Wu who served as captains around. Then, continue to train, the ladies-in-waiting knelt down and acted neatly, and no one dared to make any noise or violate the discipline.

This story is actually very suitable for the problem you are facing now. I think your problem lies in the following points:

1, there is no management standard. The management standard is either today 1 or tomorrow 1. It must be written in order to be clear to the managers. Excuse me, landlord, have all the work procedures been worked out? Are you familiar with the procedures formulated by the company? Have you set service quality standards for each service? Have you worked out the method of assessment and punishment?

Perfecting management standards is the first thing for all managers to do after joining the company. This is the first step, regardless of senior, middle and grass-roots managers.

2. Failure to understand the connotation of "management". What is management? Management is planning, organizing, leading and guiding, controlling and coordinating. These are several key tasks in management. When doing every job, the landlord makes a good plan in advance, reasonably arranges the distribution work, designs the implementation steps, directs the staff to implement, gives guidance in key links in the process, timely adjusts the control and adjustment of the deviation in implementation, and coordinates the relationship between all parties.

For everything, if the landlord did this, this kind of problem would not appear.

3. Humanized management is only one way in management, but it is not the best way. Depending on the management environment, sometimes people can't do much. The key to management lies in fairness! !

If you can first treat everyone fairly after drawing up a perfect "management standard" and take the lead in setting an example, then your work efficiency will soar. Humanization is only an adjustment in the implementation process, not the main means.

The leader that employees want is a manager who can take responsibility, solve problems, evaluate fairly, know and inspire their own abilities, not a kind-hearted elder. The landlord must remember clearly.

4. Punishment should be strong and well-founded. Like the story above, that's it. It is an effective means for managers to control all kinds of deviations by explaining management standards in advance and then punishing those who deviate. If you can't do this, management is impossible.

Although the management theory of "carrots and sticks" is somewhat outdated, the landlord may wish to take this as a starting point, on the one hand, actively encourage employees and help them make progress; On the other hand, it is of course on the premise of fairness to severely punish offenders. This should solve the problem.