Thoughts on Hotel Management

Under the leadership of the new leadership team, General Manager Li, the hotel mobilized all staff to strengthen their study and carried out learning activities in the hotel. Through this study, the hotel staff at all levels have improved their professional level and comprehensive quality, which has benefited everyone. Let's talk about it briefly with the experience of this position.

In hotel management, we often say that guests are always right, but this is not the case. When there are discrepancies, how to give the guests rights so as not to offend the guests and safeguard the interests of the hotel? Therefore, we must ensure that every customer's requirements, opinions and complaints are correct and true, so as to truly turn customer's requirements, opinions and complaints into a breakthrough for improving service products and solving problems. I remember there was a case in June, 165438+ 10, and there was a quality inspection problem. Repeatedly responding, the chopsticks are not obvious and the guests can't find them. Every time I fill in the rectification measures and change the placement position, there are still complaints from guests. Some supervisors and employees think that there is something wrong with the guests and the quality inspection department, and even throw the rectification list on the ground. But it is always right to quote guests, and the quality inspection department also looks at the problem from the perspective of guests and reanalyzes the chopsticks problem. Finally, we found the problem and solved the problem of chopsticks.

In the management experience 100, I mentioned many times how to train educational supervisors to control the mother-in-law's mouth! Undoubtedly, it tells us that training and education are not equal to actual training. Training and education can only tell us how to do the right thing, and tell us how to do it correctly through actual training and supervision. In other words, training and education can only change the concept, and through practical training, supervision and inspection of the mother-in-law's mouth, the ability of employees can be improved! In order to change the problem that knowing is not equal to doing!

I remember that in August, the leaders adjusted their positions in order to raise the price of the buffet and give full play to the strengths of the supervisors! I'm lucky to be transferred to Ming gear! Directly facing the front line of customers, in this position, we should not only do a good job in products but also do a good job in services! More importantly, in order to increase the price of buffet, it is necessary to transform the open stalls while operating. As the foreman of the booth, I deeply feel the arduous task and great responsibility! At the same time, it also includes the recognition and trust of leaders, which gives me a stronger sense of responsibility and mission! Study dishes during working hours, and cooperate with construction personnel to install steam stalls, power supplies, cauldrons, teppanyaki, natural gas pipelines, etc. Off duty time! Although I have been haggard and emaciated for more than 20 days in a row, I feel that I have lived up to the expectations of the leaders after seeing the satisfaction of the guests and the smile of the leaders after the price increase! At the same time I have a sense of pride and accomplishment! Especially in the staff canteen, Miss Li said,' Jiazi, you have lost weight', and the thoughtful words moved me even more! I was moved and decided that as an old employee, a supervisor should be in a critical position at a critical time and seize the key issues! This is my duty! It is also a "solid, practical and honest work style". This is also a work attitude. Work is based on completion, not hours.

I firmly believe that efficiency should be reflected in every little thing, saving time from one minute to another. Only when the basic work is done well can efficiency be achieved. Everyone's work is made up of small things. Therefore, small things in work must not be perfunctory. Many times, a seemingly insignificant little thing, or an insignificant change, can achieve a breakthrough in the work. So at work, we must try our best to do every change and every little thing well. There are no small things in work, especially the bright people, that is, chefs and products. Always keep a smile on your face, so that you will be favored by customers. It is these smiles and sincere greetings that will win the reputation of the guests and win their satisfaction and surprise. Don't underestimate small things, and don't hate small things. As long as it is beneficial to our work and career, no matter what small things are, we should go all out to build a career building with small things. This is solid, and the work piled up with small things is truly quality work. Don't do it with small kindness, don't do it with small evil, see the spirit in details, and the spirit of doing small things can produce the spirit of doing big things.

The above is my profound understanding of the article "Hotel Management" 100, and I hope to encourage all leaders and colleagues.

First, how can we make our enterprises gain a foothold in the competition of catering industry mechanism, win business and create benefits?

Based on the study and management of the recent 00 articles, combined with the development of the catering industry today, this paper discusses some views on hotel management. 2 1 century is an era of fierce development of catering industry, and it is also an era when competition enters a life-and-death stage. This is also a severe test for our hotel, so we should sum up the experience and lessons through a successful cocktail party, find out the varieties suitable for market operation, quickly put into fist products, form brand-name dishes, make our hotel stand out, become the leader of the catering industry, and lead the development of the local catering industry, so as to do better. First of all, we should understand the living habits of local people, fill in the gaps in the local catering market, and delineate the business scope.

Decision-making determines the dishes, varieties and tastes of operating dishes, so be cautious in decision-making. In terms of business decision-making, I think we should continue to adhere to the premise of "green, nutritious and healthy" pointed out in the hotel report, develop low-oil, low-sugar, low-salt and low-fat dishes according to customers' requirements, create powerful and competitive products of Zhonghao Restaurant, implement after-dinner viewing, and adjust the menu and dishes in time according to the countertop situation. We should also find our own mode of operation in personalization, standardization and stylization, and form a unique mode and mode of operation. As far as Jinan is concerned, we can see why many star-rated hotel cafeterias are booming since their opening, that is, they are "personalized, standardized, stylized and characteristic" in operation.

In the specific structure of our Zhonghao hotel, there is still a lack of self-help. We should also introduce our own business varieties in a personalized, standardized, stylized and characteristic way, and focus on local flavor, and choose several distinctive dishes as the main course. Highlight key points, form routines, and adapt to ever-changing customers with standardized management methods. Such management meets the needs of the catering market today and will certainly fill the local catering vacancy. From people and analysis. The essence of catering competition today is talent competition, and the success or failure of modern hotel management mainly depends on the quality of employees.

The catering industry is a complex management structure: cooking a dish involves many complicated procedures, such as material selection, rough processing, fine processing, heating and ripening, seasoning, cooking and filling. Catering relies on traditional crafts to serve consumers, with many types of work, fine division of labor, high requirements and strong technology. The cooperation of all links is very important, and all posts should be arranged reasonably and divided reasonably. Therefore, the selection of chefs and middle managers should be particularly cautious. Let me talk about my views on hotel management: as the saying goes, "three-point technology and seven-point management". As far as management is concerned, it is very important. In management, we should emphasize results, efficiency and quality. Survival lies in management. Without good management, the benefits will not be good. In order to do a good job in our hotel, we summarize the following management experience according to management 00.

(1) Improve the quality of employees. Abide by professional ethics, strictly observe labor discipline, clarify management regulations, formulate various management systems and production standards, and do a good job in organization, command, supervision and adjustment of all links. Service personnel must be trained before taking up their posts, reward the diligent and punish the lazy, encourage employees to make progress, and make use of the pre-shift and post-shift meetings every day to sum up their shortcomings and carry forward their advantages.

(2) Make the best use of everything. No matter what kind of dishes you manage, you should minimize the rejection rate and increase the cost of goods to the highest. The cost of raw materials is the basis of dishes, and the cost determines the level of profit. Therefore, in the selection of materials, the cost will be reduced, the profits will be given to consumers, and the price will be better accepted by customers. Establish a standard card for the variety of dishes, make clear the variety, specification and quantity of raw materials used, and accurately calculate the cost. All products are operated according to the specifications and standards, which not only controls the cost, but also ensures the consistency and standardization of product quality, which is very beneficial to maintaining the quality of meals.

(3) Leading the business with leading dishes. Starting from the mid-range dishes, we constantly introduce our special dishes and sell them at a slightly higher cost, so as to stimulate the consumption of guests, activate the hotel atmosphere, and adapt them to the needs of consumers of all grades, so as to seize the initiative of the catering industry.

(4) The food has no definite taste, but it is delicious. No matter what kind of dishes you manage, do as the Romans do, consider local tastes, adapt to changes in local tastes, and make them acceptable to consumers. If the customer thinks it's delicious, it's "Long live". Besides, there are Cantonese cuisine, Hong Kong-style Cantonese cuisine, Hunan cuisine and Sichuan cuisine. It should be combined with local living habits, and must adapt to local tastes and living habits on the basis of outstanding characteristics and selection.

(5) In order to ensure safety in production, each department should master its own scope of responsibility (including raw materials and sanitary facilities, etc.). ). Purchase, storage and production must establish account books and daily accounts; Service, production and cashier must also establish a good financial system. Implement the slicing contract system, regularly check the health and production situation of various departments, and form a good working environment. In my opinion, if we want to do a good job in our hotel, we must understand the general environment and trend, master the psychology and taste of customers, make scientific decisions and find a way to operate. Traditional dishes go hand in hand with improved imported western food and innovative dishes. Only by broadening our thinking can we adapt to the consumption demand of today's catering market economy and society, gain a foothold in the fierce competition and lead the catering industry.

Secondly, the combination and management of kitchen chefs' technical strength not only adopts the vertical management mode of military style, but also adopts the management concept of "people-oriented", so that all employees can clearly define the whole goal, their responsibilities, the significance and relationship of their work, so as to be able to actively, actively and creatively complete their post responsibilities.

Third, restaurants all over the country have been selling cigarettes for a long time. As a star-rated hotel in Jinan, I think 20 1 1 will also be a fierce competition. How can we make our hotel a leading local hotel in terms of environment, service, dishes and features? I will talk about some views from the following aspects.

1. Establish the popularity of the hotel and improve its reputation. In a short time, no matter from words and deeds propaganda, TV media, it will certainly have a certain influence. However, in order to achieve the degree that you have nothing, I have my superiority, and you are superior to me, we still need constant efforts and struggles. So I think the hotel should hold some programs regularly; Organize some activities; Sponsor some causes to expand their popularity. It seems that it has cost some human and financial resources, but as long as it is well organized and properly arranged, it will certainly receive benefits and influences.

2. The overall image and quality of employees; Employees work diligently under the constraints of discipline, conditions and environment. After a period of adaptation, you will start to be lazy and lax in discipline, which will have some resistance to the development of your work. Therefore, it is necessary to strengthen the training of employees' overall discipline and psychological quality, cultivate their collective sense of honor and pride, and make their mental outlook look brand-new. When you walk out of the store, you can proudly say "I'm from Zhonghao Hotel". So the image of our hotel will be better!

3. Improve service quality: A small number of waiters come to work to do business, and a large part to make money. How to improve the work enthusiasm of waiters is the first prerequisite for quality service. I think it's better to use the comment card, which breaks the conventional format and opens the level of waiters, so that everyone has a sense of crisis, joy of harvest and convenient management.

4, create a good environment: don't say from the whole, that is, every corner,

Make the guests feel pleasing to the eye. At the same time, you can feel the warm atmosphere and make people feel value for money. For example, flower varieties are changed regularly and maintained in time.

5. Food Festival: The kitchen can launch a food festival according to the season, and launch an impactful dish every week to attract or stimulate customers' consumption.

6. Excavate the characteristics and similarities between local snacks and Lamian Noodles, Bazi Meat, Shanxian Mutton Soup, Zhonghao Tofu, Jinan Sweet Foam, Shanxian Mutton Soup, Jining Paste Porridge, Linyi Mutton Powder and Weifang Chaotian Pot. In order to make these local characteristics shine, we must pack and sell them. And refine the characteristics to create a cultural atmosphere.

7. Interactive activities. Let the guests participate, such as the jiaozi activities on the 30th of the year and the interactive activities on the 15th of the first month, which not only enriched the product content, but also created a relaxed and pleasant dining atmosphere, bringing unexpected surprises to the guests.