What is the organizational structure of the Express Hotel? How to run an express hotel?

Customers, employees and hotel culture

In recent years, various theories of hotel management have blossomed and varied, with different opinions. However, some hotel concepts are the most basic. How to locate customers and employees? How to locate hotel culture? This is something that hotel managers cannot forget at any stage of development. When we formulate policies in all aspects of the hotel, we must clearly and repeatedly declare the basic concepts of customers and employees to avoid hotel management deviating from the right track.

What is the customer?

The hotel industry often calls customers God, but such a title cannot accurately reflect the relationship between customers and hotels. So, what is the customer? This seemingly simple question actually contains a comprehensive and accurate understanding of the hotel's customers, involving the formulation of hotel management strategies, management concepts, services and other policies. China hotel industry has entered the era of "meager profit" characterized by buyer's market. How to attract and retain customers has become an important guarantee for hotels to realize profits. Therefore, it is necessary to explore the meaning of customers in a deeper level.

First, customers are the intangible assets of hotels.

Customers have a deeper meaning for hotels, and economists put forward a view that customers are intangible assets of hotels. In fact, customers are movable but computable assets. If an enterprise, such as an airline or a cruise company, has assets but no customers, airplanes and cruise ships will change from assets to burdens, and so will hotels. Hotel occupancy rate is an important indicator of hotel assets evaluation. Loyal customers provide revenue value for the hotel for life, which enables the hotel to survive and develop. From the hotel industry, a guest who walks in brings a day's rental income to the hotel, while a loyal customer (who occasionally comes to the hotel) brings a few days or even a lifetime's rental income to the hotel. Therefore, the customer is a valuable asset of the hotel, and the customer is an important factor to maintain and increase the value of the hotel. Based on this understanding, we often ask for special attention and preferential treatment for VIP guests. At the same time, we should take more effective measures to protect and utilize our customers' assets.

"The way to get people is nothing more than profit." To win the loyalty of customers, we must pay attention to their interests. The hotel industry's preference for key guests is the most common price concessions and room upgrades, which are general measures. Instead of paying attention to the economic interests of guests, it is better to attract guests to pay attention to the hotel by "making profits". What impresses the guests is personalized service and attention to their emotional interests. Golden Bay Hotel put forward such a slogan: Think what the guests think, not what the guests think. The center of this concept is to make guests feel "value for money" with the characteristics of "warmth and subtlety" and personalized service.

Pay attention to the emotional interests of guests, the premise is to create opportunities to communicate with guests. The staff in the front office of Golden Bay Hotel are diligent in taking rooms for guests, and extend the service of "taking rooms" to "farewell" service, so that the communication between employees and guests is unimpeded. Hotels often organize some appropriate activities to cultivate the feelings between hotels and customers. The marketing department arranges salesmen to come to the door in person on the birthday of the appointed guests, presents cakes to express their blessings, and regularly reports the information of the appointed company and guests to the front desk, catering department, security department and other departments to facilitate the development of first-line services. The hotel also invites long-term residents to go for an outing in the suburbs, and holds "Tai Chi Chuan Training Course" and other courses with China characteristics for apartment residents, so as to grasp the characteristics of foreign guests who like to celebrate birthdays and anniversaries and prepare celebrations for them.

Pay attention to the emotional interests of guests, pay full attention to the small changes around them, find opportunities and create services. For example, if a guest puts an extra set of "Kung Fu tea set" in his room, you can ask him if he wants tea or a chair. If the guest is a foreign guest, you can also exchange tea culture with him and even arrange for the guest to watch the tea ceremony.

Think from the customer's point of view, and you will get customer loyalty.

Business philosophy of the hotel

Enterprise goal: to build an honest, excellent and unique enterprise brand.

Enterprise development philosophy: respect for science, seeking truth from facts, pioneering and innovative, step by step.

Corporate style: people-oriented, sincere and friendly, simple and inclusive.

Enterprise spirit: self-improvement, striving for progress and pursuing Excellence.

Business philosophy: harmonious management+perfect service+honest marketing = win the market.

Management concept: standardized management+institutional management+emotional management = harmonious management.

Service concept: smiling service+standardized service+personalized service = perfect service.

Manager's work philosophy: regard work as a personal career, do your duty and do your best.

Service staff's working concept: let customers be satisfied with our smiles and labor.

Chef's working philosophy: let every product of ours be fine.

Chef's style: obey the command, source from the public, and do everything with heart.

Staff code of conduct: the interests of the enterprise are my interests.

Staff style: honest, friendly, energetic, capable and good at doing things.

Business philosophy of the hotel

Discipline: consciously obey, I and the enterprise win-win.

Quality view: the quality of work reflects people's quality.

Concept of saving: saving is a kind of responsibility, and saving starts with me.

Concept of health: Health concerns all of us.

divisional management

Restaurant service: Starting from details, creating individuality in norms.

Kitchen: rigorous and meticulous, developing in innovation

Jie Bao: Our job is to keep it clean.

Safety: completely first, discipline first.

Accommodation management: safety and hygiene, not easy at all.

Accommodation service: sincere and friendly, smiling and friendly, neither humble nor supercilious.

Logistics personnel: Enterprises can't do without our work, but they can't do without us.

Work philosophy: Doing a good job is right, and doing a bad job means unemployment.

Management concept of express hotel

First, based on service,

What moved and attracted the hotel was not the high-rise buildings and good facilities, but its intimate service that sneaked into the night with the wind. The key to hotel competition is characteristics, the core of which is brand, and the guarantee of brand is quality service. Therefore, in the customer service, it is proposed that careful service, patient service, compassionate service, careful service, family service, value-added service, extended service and zero defect service should be used in a timely and appropriate manner. There are many measures to ensure brand development, such as holiday congratulations, birthday gifts, long-term stay discounts, and help if necessary. Therefore, money is limited, service is unlimited, and service is endless. The development of hotels must be based on quality service.

Second, people-oriented management.

[1] To do business, we must first take customers as the first priority, and remember the business philosophy from the aspects of materials and equipment. In terms of service links and quality management, we should really think about what the guests think, think about what the guests think, and be anxious about what the guests are anxious about. Everything starts from safeguarding the vital interests of guests, and the number of guests is always the correct service concept, so that employees can know that guests are our parents. Without the sponsorship of our guests, all our work would be impossible.

[2] Work and service should be employee-oriented. After the guests arrive at the hotel, the whole service process is completed by the staff. Employees are the most contacted guests in the hotel. The quality of service and the satisfaction of guests also depend on the service of employees. There is a saying in service work that employees who are in a bad mood will not have happy guests, so the management of employees should be to understand, respect and care for employees, solve problems for employees from practical work, and cultivate loyal customer groups with loyal employees.

[3] Management is based on talents, and the focus of hotel competition is the market. The key to win the market is professional management talents. For management talents with knowledge and ability, they want to work for hotels, and those who dare to do it can provide them with a platform and give full play to their specialties.

Third, take brand as the core.

Brand is based on understanding and analyzing the market. Brand should rely on high-quality service, high-quality products, excellent facilities and environment, plus national cultural characteristics, regional characteristics, enterprise characteristics and actual market demand.

Fourth, marketization.

The best management strategy is to understand the market, analyze the market and guide the market. It is necessary to spend money on hotel market environment analysis, hotel market price analysis, hotel product quality analysis, hotel price formulation analysis, sales analysis analysis and setting, distribution channel analysis and setting, business information collection, market information collection and analysis, and establishment of guest files. A business plan that meets the market demand.

Fifth, learning is the driving force.

Strengthening staff training and learning is an inexhaustible motive force for the development of hotels. We should establish a long-term plan for the hotel, deepen the reform of the communication mechanism between guests and employees, establish a systematic and continuous employee training system, create an academic learning model, implement award-winning learning, apply what we have learned, and improve the professional quality and actual service quality of employees through training and learning.

6. Create a new and special business model

Hotel management should keep up with the demand and development of the market and the needs of guests, so as to establish a new and special management mechanism.

[1] Establish innovative organizations; [2] Establish innovative systems and policies; [3] Carry out innovative service activities; [4] Promote innovation.

(5) establish the image of the market itself, (6) cultivate core competitiveness, (7) improve the management of physical innovation, and (8) combine innovation benefits with rewards.