How do hotels achieve "staff first"?

This can really learn from Haidilao. Their business philosophy is "employees first, customers second". But it is this unique business philosophy that makes customers feel what is the real customer first.

How to make employees willing to provide thoughtful, enthusiastic and careful services to customers?

1, treat employees as family.

Treating employees as family is not a simple sentence. Most catering service personnel who leave their hometown to work are rented in houses with poor conditions, such as basements. However, Haidilao's employees live in the precious houses of the city people, with air conditioning and heating, special aunts to clean the dormitory and change sheets, and free internet access, TV and telephone. The staff training of Haidilao even includes how to read maps, how to use toilets, how to take subways, how to cross traffic lights, how to use bank cards and so on. Because most employees of Haidilao are from Jianyang, Sichuan, Haidilao built a boarding school in Jianyang at his own expense, which solved the worries of employees. Haidilao not only takes care of employees' children, but also thinks of employees' parents. Parents above the foreman of Haidilao will receive a subsidy of several hundred yuan from the company every month. Therefore, there is a phenomenon that the employees of Haidilao are not doing well, and their parents will teach him a lesson for Haidilao. Haidilao organizes parents of outstanding employees to travel to Hainan every year. Haidilao also has a policy that surprises human resources experts. Couples who work in Haidilao will provide a company-subsidized couple room. Haidilao employees can enjoy 7 days paid annual leave during the Spring Festival. Any manager who leaves Haidilao for whatever reason will give her a dowry of 80,000 yuan, and any regional manager who leaves Haidilao will give him a Haidilao shop.

Treating employees as family members is not empty talk. Because the cost of Haidilao on employees is much higher than that of peers. And what can these costs produce? Home is so important to each of us that it has become the spiritual destination of most people without faith in China. This is especially true for people who go out to work. When they regard Haidilao as their home, they naturally hope that their families will prosper, not only to earn money but also to save money for their families. Can I be lazy when I work for my family? Don't try your best to do it well, but also think about how to save money and trouble. Psychology reveals that the brain can only be created when people put their hearts into it. The brain is most creative when there is no psychological burden. People must do things with their heart first, and then use their brains. The heart commands the brain. Imagine how many employees there are in Haidilao. Every employee is exerting his intelligence and thinking about how to make his family live better. If such enterprises are not thriving, then we all feel unfair.

Second, the only sign of trust: authorization.

Zhang Yong's signature right in the company exceeds 6,543,800+0,000; /kloc-below 0/10,000, the vice president, chief financial officer and regional manager are responsible; The bulk purchasing minister, engineering director and community manager have 300,000 signature rights; The manager has the right to sign 30,000 yuan. Haidilao has incredible trust in front-line ordinary employees. As long as employees think it is necessary, they can serve a dish or add a dish or even a meal to the guests. Zhang Yong, a former waiter, knows that in order to make employees' brains work, they must also be empowered. Because guests always deal with waiters, the satisfaction of any restaurant guests is actually in the hands of front-line employees, so front-line employees are managers of restaurants. In order to meet the needs of customers as much as possible, it is very necessary to give employees some rights.

Third, fairness.

Haidilao is not only authorized but also fair. Who needs fairness? Zhang Yong, who comes from a poor family, understands that only the poorest people need justice most. Therefore, he tries his best to create a fair environment for employees in Haidilao, so that employees can believe that people like them who have no family background, high education and have never seen the market can live the life they want as long as they work hard. Haidilao's "hand changes fate" may be rooted in Zhang Yong's personal experience and life experience. It can be said that Zhang Yong is the representative of the grassroots in Haidilao. They all believe that only hands can change their fate, and they can only accept this fate.

Where is the fairness of Haidilao? All management cadres in Haidilao should start from waiters, which is the iron law of Haidilao. Employees with no education but management ability can be promoted to management positions, such as hall manager, store manager, regional manager and even deputy manager of Haidilao. People with business ability can become business personnel in finance, logistics and maintenance through logistics promotion channels. So how can those who have neither management ability nor business ability change their destiny? Haidilao answered this question with action. As long as you work hard and work hard, ordinary employees can also make contributions, and the salary of meritorious employees is only a little worse than that of the store manager. So don't ignore the role of cleaning aunt in Haidilao. If she cleans happily all day, she may become a meritorious employee, so her role and value can be equivalent to that of a store manager.

Haidilao gives employees full trust and fairness, fully mobilizes their enthusiasm, and makes every employee a "Haidilao", thus closely linking personal development with enterprise development. People fishing in the sea believe that as long as the sea is fished well, they will be fine. Which enterprise can do this? Haidilao people are nothing without Haidilao, so this is also the reason why many headhunters can't dig Haidilao people even if they do, because these people can give full play to their intelligence only in Haidilao.

Although we can't copy a sea fishing, we have created something beyond it, which requires innovation. Imitation is never innovation. We can learn from many well-known enterprises like Wal-Mart. Only by learning from others can we know our own shortcomings. At the same time, we must make our own things, which is the core competitiveness that others are not easy to imitate. Only with core competitiveness can we defeat our opponents. This is the way of business!