Corporate culture management of hotels

Hello! I am very happy to answer this question for you. The following answer is excerpted from an article called (The Essence of Hotel Cultural Management) in a hotel magazine. I hope it will be helpful to you! The Essence of Hotel Cultural Management The hotel has developed to this day and has entered the stage of cultural management, cultural management and cultural competition. The success of a hotel lies in culture. Without a strong culture, a hotel cannot have lasting vitality and core competitiveness. Hotel culture is the blood that permeates the body of the hotel. It is the personalized temperament and connotation of the hotel. It is the collective style and character formed by a hotel in a subtle way. Cultural management is to shape a good mentality of employees and stimulate their conscious behavior by shaping a spirit, a concept, and a belief. It is a kind of "mentality management." Hotel culture is about cultivating a good culture, educating people on quality, being a positive incentive, solving things outside of system norms, and is management without management. Hotel culture is everyone's culture, a group culture, and a spiritual wealth shared by everyone. (1) Core values ??of hotel culture 1. Treat service as a career; treat management as knowledge; treat problems as opportunities; the hotel industry is an "eternal career." 2. The hotel's product is "satisfaction", and the hotel's business is "happiness". Maximizing guest satisfaction and happiness is our pursuit. Our happiness can only be achieved by creating happiness for others. 3. Doing simple things thoroughly is not simple. To endure hardship is to replenish your will, ability and spirit. Mentality is more important than ability. 4. Innovation is an eternal topic, which is motivation, competitiveness and vitality; all resources will be exhausted, only culture will continue to live on; no matter how good the equipment and facilities are, they will age, only people and services can continue to innovate. (2) Business guidelines 1. Business strategy: Be more flexible in thinking, have new concepts, have higher standards, have more methods, and move faster. 2. Business philosophy: Create characteristics, shape quality, and create satisfaction. 3. Management philosophy: Guest-oriented, employee-centered, quality as the soul, culture as the source, and innovation as the source of development. 4. Service concept: everything for the guests, for all the guests, everything for the guests. 5. Organization type: work-based learning, study-based work. Treat management as a subject and service as knowledge. 6. Hotel mission: Build a first-class team and create first-class benefits. 7. Hotel spirit: people-oriented, honest service, guests first. 8. Employee motto: Make small things into high-quality products, pay attention to details to the extreme, make services into value-for-money, make new achievements through repetition, and make progress into excellence. 9. Moral Principle: I would rather the hotel suffer than let the guests suffer; I would rather suffer myself than let the hotel suffer. 10. Work style: If you don’t do it, it’s okay. If you do it, do it. 11. Service principles: Making guests convenient is the highest principle of service, and the needs of guests are the highest order of service. 12. Talent strategy: growth, talent, success; everyone is a talent, strict management and love; not stick to one pattern, survival of the fittest. 12. Management pursuit: high standards; strict management; meticulous service; practical style; new ideas; active management. 13. The secret of success: Inspection determines management; details determine success or failure; guests determine effectiveness. (3) Creating high-quality services 1. The essence of service: personalized and nuanced services, giving guests unexpected surprises and making them feel at home. "Barrel" effect: The management level of a hotel is always based on the employee with the lowest service level. "100-1≤0" rule: 100 times are good, if there is one difference, it is bad; 100 links are good, but one link is bad. 2. Three key points of service: the "three treasures" of service - smile, say hello, and be considerate. Achieve beautiful language, excellent temperament, and high-quality service. The "three elements" of service - treat your guests with enthusiasm; carefully discover your guests' needs; and surprise your guests. The "three steps" of service - warmly and sincerely greet the guest by name and position; meet the guest's needs in anticipation; bid farewell to the guest affectionately, address the guest by name and position warmly, and say "goodbye".