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brief Introduction of the content

Hotel industry is an industry full of hope and competition. How to stand out among all kinds of hotels? How to be unique in the ever-changing industry? How to make the hotel last forever? Only by establishing a perfect and standardized operating mechanism can we be invincible in the cruel competition.

This film systematically understands all aspects involved in hotel operation. This paper introduces the organizational structure, work contents, job responsibilities, operation norms and other related contents of thirteen departments of the hotel, such as the front office department, the catering department and the housekeeping department, and introduces to you the wonderful method of attracting customers, the means of catering to consumption and the strategy of earning profits in an all-round way with specific cases.

This film is the decision-making and management of hotel top decision-makers and middle managers; Training and self-study of employees in all positions of the hotel; It is also one of the compulsory courses in classroom teaching in tourism colleges.

How to use this film:

1. In special or spare time, the hotel training department will organize relevant post personnel to learn the content of this film, and give guidance and explanation, so that the old employees can further strengthen their sense of post responsibility and improve their operating norms.

2. To train new employees, you can watch this film first, so that new employees can fully understand all positions in the hotel. Training instructors can take advantage of the interactive teaching features of this film and focus on playing relevant positions to achieve training purposes.

3. Use the content of this film to check the current situation of your hotel management, and make necessary changes to the management regulations in combination with the specific reality of your hotel. However, it is forbidden to abandon the current effective management plan and blindly copy it.

4. Developing hotels (hotels, guest houses) can directly broadcast this film for short training. In-depth training can invite teachers from Tourism College to prepare lessons according to the content of this film, and chat while watching.

Hotel management, hotel management

Content:

Part I: Overview.

Part II: Front Office Department

Part III: Food and Beverage Department

Part IV: Housekeeping Department

Part V: Shopping Mall Department

Part VI: Public Relations Department

Part VII: Entertainment Center

Part VIII: Finance Department

Part IX: Ministry of Affairs

Part X: Human Resources Department

Part XI: Purchasing and Supply Department

Part XII: Engineering Department

Part XIII: Ministry of Security

Part XIV: Sales Department

introduce

Solve the problem:

1. Why is management the lifeblood of modern hotel management?

2. What is the current situation of hotel management in China?

3. How are hotels classified? What are the characteristics and standards of each category?

4. What are the evaluation criteria for star-rated hotels?

abstract:

Hotel type:

According to the number of rooms: small, medium and large.

According to the types and characteristics of tourists: business hotels, long-stay hotels and holiday hotels.

According to the subordinate forms of enterprises, they are divided into independent hotels, group hotels and hotel chain groups.

According to the hotel's pricing methods: European, American, modified American, European, Bermuda.

Hotel classification standards: one star, two stars, three stars, four stars and five stars.

The first lobby (1)

Important note: the establishment of reception desk, reservation, luggage and general computer room plays a key role in the "first impression" and "last impression" of the hotel.

Solve the problem:

1. What kind of important role does the front office play in the hotel now?

2. How to standardize the responsibilities of the front desk?

abstract:

Organizational structure of the front desk

Work content of front office department

Specification for responsibilities of each post in front office department

1, Front Office Manager

2. Deputy Manager of Front Office Department

3. Front Office Secretary

4. Assistant Lobby Manager

5. Front desk supervisor

6, the front desk foreman

7. Front desk receptionist

8. Expected supervisor

9. Booking foreman

10, Booker

1 1, baggage supervisor

12, the foreman of the porter

13, bellboy

14, doorman

15, head of business center

16, foreman of business center

17, business center attendant

18, shift supervisor of switchboard

19, foreman of switchboard shift

20. Switchboard Operator

2 1, airport representative

The second vestibule (2)

Solve the problem:

1. How do front office staff leave a good and deep impression on customers?

2. How to greet different guests? What should I pay attention to when welcoming guests?

3. How should the receptionist at the reception desk handle the problem properly?

4. What details should the operator pay attention to when answering the phone?

5. How to complete the reservation accurately and clearly?

6. What's the difference between receiving individual guests and working as a team?

abstract:

Requirements for the quality of front office staff: requirements for the morality and behavior of front office staff; The service consciousness that the front desk staff should have.

Courtesy of front desk staff:

Politeness and etiquette guidance to the welcoming staff: welcoming standards, welcoming guests into the store and seeing them off.

Courtesy at the front desk: reception and accommodation, postal service, agency service, daily service, checkout and handling complaints.

Etiquette instructions for telephone switchboard and operator: language specification, wake-up service

Tips for courtesy and etiquette of business center staff

Working procedures of front office reservation: accepting reservation, checking reservation, changing reservation, canceling reservation, refusing reservation, group reservation, accepting special reservation and making special reservation report.

Front desk reception procedures: team check-in preparation, team check-in procedures, individual room opening procedures, and room opening procedures for non-reserved guests.

The third course of the catering department (1)

Solve the problem:

1. How does the Food and Beverage Department establish a complete and effective management system?

2. What positions must the Food and Beverage Department set up?

3. How to ensure the implementation of the cost control system?

4. What should be the focus of the daily work of the manager and deputy manager of the food and beverage department?

5. What are the important duties of the restaurant foreman?

6. How to manage Chinese kitchens?

abstract:

Organization and work content of the food and beverage department: organization structure and work content of the food and beverage department.

Job description of each post in the Food and Beverage Department (1)

Manager of catering department; Deputy manager of catering department; Restaurant manager; Restaurant manager; Restaurant foreman; Bar manager; Bar foreman; Bartender; Manager of food delivery department; Attendant in the food delivery department; Ordering staff of the food delivery department; Chef of administrative department; China chef; Chinese hot food foreman; Chinese hot dish chef; Dutch chef in China; Chinese food kitchen; Chinese noodles are processed by chefs; Chinese food kitchen steamer master; Chinese food kitchen barbecue chef; Full-time chef in Chinese kitchen; Cold current chef in China's kitchen; Chinese food kitchen pastry foreman

The fourth dish catering department (2)

Solve the problem:

1, how to manage the western kitchen?

2. What preparations should be made before the restaurant opens?

3. What is the language knowledge of welcoming guests into the hall?

4. What etiquette norms should we pay attention to when inviting guests to sit down?

5. How to sell skillfully when ordering?

6. How to pour wine and light cigarettes in a standardized way?

abstract:

Responsibilities of each post in the Food and Beverage Department (2)

Responsibilities and norms of western chefs; Job description of the chef of western food; The responsibilities of western pastry chefs; Baker's work specification; The responsibilities of western pastry chefs; The responsibilities of a chef in a western-style kitchen; Responsibilities of the manager of the competent department; Job description of the foreman of the competent department; Duty specification of dishwasher

Quality requirements of catering personnel

Politeness and Etiquette of Service Staff in Food and Beverage Department (I)

The fifth dish catering department (3)

Solve the problem:

1. How should the waiter serve and withdraw the dishes?

2. What are the contents of "three lightness" and "four diligence"?

3. How should the waiter properly handle all kinds of emergencies?

4. How to treat guests' complaints with humility and courtesy?

5. What methods should guests pay attention to when checking out?

6. How should the guests see me off after dinner?

abstract:

Politeness and Etiquette of Service Staff in Food and Beverage Department (Ⅱ)

Chinese restaurant staff service procedures

The sixth dish catering department (4)

Solve the problem:

1. What do you know about pouring wine at Chinese, western and dinner parties?

2. What preparations should I make before pouring wine?

3. What preparations should be made before Chinese and western meals?

4. What should be paid attention to in the service of coffee shop?

5. What should a drinker pay attention to in service?

6. What should I pay attention to in food delivery service?

abstract:

Table layout of western food

Pour wine

Folding of napkin

Chinese restaurant service workflow

Working procedures of western restaurant service

Coffee shop service workflow

Working procedures of wine service

Workflow of customer food delivery service

Episode 7 Housekeeping Department (1)

Solve the problem:

1. How does the guest room play the role of "nerve center" in the hotel?

2. What effect does the housekeeping department have on the whole hotel?

3. What does the room service staff do every day?

4. How to be a qualified domestic manager?

5. What can room service staff do to make guests feel friendly?

6. What can domestic workers do to help in-store sales promotion?

abstract:

The position and function of guest rooms in hotels.

Definition and types of guest rooms

Organization and work content of housekeeping department

Responsibilities of each post in housekeeping department

Courtesy and Etiquette Service of Room Attendants (I)

The eighth episode Housekeeping Department (2)

Solve the problem:

1. What should the room service staff do after receiving the complaint?

2. How to handle complaints without affecting the image and reputation of the hotel?

3. What details should I pay attention to when seeing the guests off?

4. What are the fifty commandments of room service?

5. Operating procedures and requirements for room cleaning?

6. Code of Conduct for Room Cleaning?

abstract:

Courtesy and Etiquette Service of Room Service Staff (I)

Working procedures of customer department

The ninth episode Housekeeping Department (3)

Solve the problem:

1, room hygiene inspection procedures and specifications?

2. What are the standard requirements for providing goods and other services to guests?

3. How to deal with emergencies?

4. What should I do with the things left by the guests?

5, housekeeping public * * * health work procedures?

6. Preparation and service requirements for the meeting?

abstract:

Operating procedures and action specifications for room cleaning

Procedures and norms of room hygiene inspection

Requirements for providing goods and services to guests

Housekeeping cleaning requirements

Requirements for dealing with emergencies

Newspaper distribution regulations

Management requirements of guest room mini-bar

Handling requirements and claim methods of guests' left-behind items

Requirements for disinfection of indoor appliances

Public health work procedures of housekeeping department.

Housekeeping department summary

10 th pan shopping mall bu public relations department

Solve the problem:

1. Why should employees in shopping malls have higher cultural quality?

2. How to grasp the shopping psychology of guests?

3. Various working procedures and specifications of the department of shopping malls.

4. How does the public relations department create a good corporate image?

5. How does the public relations department organize various activities?

6. How does the public relations department handle all kinds of emergencies?

abstract:

Shopping mall department

Public relations department

Episode 11 Entertainment, Finance, Human Resources Procurement and Supply Project

Solve the problem?

1. What are the work contents and requirements of the recreation center?

2. What are the work contents and requirements of the Finance Department?

3. What are the work contents and requirements of the Ministry of Affairs?

4. What are the work contents and requirements of the Human Resources Department?

5. What are the work contents and requirements of the Procurement and Supply Department?

6, engineering work content and requirements?

abstract:

amusement center

Finance Department

Department of purser

Human resources department

Procurement and supply department

engineering department

Pan Securities Business Department1No.2

Solve the problem:

1. How does the security department ensure the normal working procedures of the hotel?

2. What does the security check include?

What is the relationship between the security department and other departments?

4. How does the sales department do a good job in market analysis?

5. How does the sales department make the sales plan?

6. How does the sales department carry out public relations activities?

abstract:

Ministry of State Security

sales department

2 star hotel personnel training and service standards and well-known hotel management system.

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