How are hotel management levels divided?

The management level of a hotel is generally in the form of a pyramid, from the bottom to the top of the tower, from wide to narrow. The higher the management scope, the more difficult it is, and the lower the management scope, the smaller the management scope. The common hotel management in China is linear functional management. In this management system, leaders, managers and waiters at any level should be clear about their business scope, job responsibilities, job skills and knowledge. Hotels are generally divided into four levels: waiter operation level, supervision level, department management level and general manager decision-making level. Hotel management level is generally in the form of pyramid, from the bottom to the top of the tower, from wide to narrow. The higher the management scope, the more difficult it is, and the lower the management scope, the smaller the management scope. The common hotel management in China is linear functional management. In this management system, leaders, managers and waiters at any level should be clear about their business scope, job responsibilities, job skills and knowledge.

Hotels are generally divided into four grades:

(1) A hotel on the operator's floor must provide its guests with quality services through the service of waiters. Therefore, the waiter's quality, personal image, etiquette, courtesy, language communication ability, adaptability, service skills and service skills are important conditions for the hotel to improve service quality. In short, service personnel should be clear about their responsibilities, service procedures, service quality standards, service skills and theoretical knowledge in accordance with the post responsibility system, and be responsible to the supervisor (foreman).

⑵ The supervisor (foreman) is mainly responsible for arranging the daily work, supervising the service of the team waiters and checking whether their services meet the service quality standards of the hotel at any time. As a supervisor (foreman), you should also assist the waiters in this class to work or provide services at any time. Especially in the peak service period, or in the case of insufficient service personnel, the foreman must personally participate in the service work, so the foreman must have high service skills and service skills, be an example for the waiters in his class, and be the organizer and commander of the service site. Otherwise, he has no right to lead the waiters in this class. The supervisor is responsible to the department manager and the foreman is responsible to the supervisor.

(3) The department manager is mainly responsible for the division of labor, leadership, command and supervision of the personnel in this department. At the same time, it is also responsible for formulating the work plan of the department, reporting the work of the department to the next higher level, and determining the business policy and service standard of the department in order to obtain the greatest economic benefits. As a department manager, you should not only have the ability to organize and manage training, but also be familiar with the service standards and processes of the department, as well as have practical work experience and certain service skills. The department manager is responsible to the general manager.

(4) General Manager's decision-making level The general manager of the hotel is mainly responsible for formulating the business policy of the enterprise, determining and looking for the tourist market and development goals of the hotel. Hotel management principles: the hotel is a service industry facing the society and needs the close cooperation of all departments to complete customer service, which is completed by all positions. This requires unified management principles to maintain the operation of the hotel.

(1) The principle of being responsible for the direct supervisor. Every employee has only one supervisor and is only responsible for his direct supervisor. Direct supervisors guide, arrange, inspect and supervise the work of subordinates, forming a vertical leadership model of first-level management. Each employee only accepts the instructions of one boss, the subordinates do not overstep their ranks, the superiors do not exceed their authority, and they are responsible for their own duties and obligations.

(2) The principle that the second line serves the first-line departments. Front-line departments are at the forefront of customers. They regard the customer's demand as their responsibility, and the customer's demand is the order. In order to ensure the smooth customer service mechanism, the second-line departments should establish the overall situation awareness and service awareness to ensure the smooth work of the first-line departments.

(3) Authorization Principle In order to improve management efficiency and arouse the enthusiasm of subordinates, bosses should learn to authorize, instead of taking all major and minor matters into their own hands. Empower those subordinates who have a sense of responsibility and strong working ability and trust their ability.

④ The principle of time management The working characteristics of the hotel determine that any service activities have time requirements. First, there are time standards for customer service, and second, there must be time regulations for the internal operation of the hotel. This requires managers to firmly establish the concept that time is money.

⑤ Communication and Coordination Principle Communication and coordination in hotels are very important, emphasizing the need to strengthen effective and active communication between superiors and subordinates, between departments and within departments to ensure smooth communication.

⑥ Goal principle Goal is the requirement that every manager abides by, and every manager should conscientiously complete the set goals. Goal is a kind of pursuit, but also a kind of pressure.