What is the hotel management experience?

The ultimate goal of hotel management is to efficiently coordinate and allocate various resources inside and outside the hotel to provide guests with the most satisfactory and flawless service. At present, the common practice in the domestic hotel industry is institutionalized management based on the job responsibility system. Some well-known hotel groups have summarized and launched their own mature management systems and specifications. The analysis of the design of job responsibility specifications can be described as comprehensive, and has been in the country It is very popular and widely circulated in the hotel industry management market. Some newly built hotels and guesthouses regard it as a holy book and actively transplant and introduce it. In the process of introducing management systems, there are many successful cases, but many hotel managers have found that although many standard systems have been imitated and formulated based on first-class hotels, they have not had obvious effects, and many specific problems in hotel management have ultimately It is still necessary for the general manager to visit the "on-site office" in person to truly solve the problem. As a result, some hotel managers lamented that "system management is not as good as on-site management", and some hotels advocated "replacing system management with mobile on-site management". Although on-site management is efficient, the negative consequences are: the management system established by the hotel with great efforts is just a formality. The main managers of the hotel are stuck in specific trivial matters and ultimately neglect to consider the overall development plan of the enterprise. To a certain extent, This leads to strategic mistakes of the company. What is the crux of the problem? After several days of careful thinking, I found that the reason for the above problems is not that institutional management itself is outdated, but that the management system design of these hotels does not address the most important problem areas in the hotel business, and the on-site performance of all successful hotels The most unique core feature embodied by management is the problem management model. Therefore, the design of modern and efficient hotel management system must establish a mechanism based on problem management, that is, a mechanism for raising questions, researching problems, and solving problems. The most typical problems in the hotel management process must be raised and systematically implemented in the system design. solve. Problem management flattens the management hierarchy. Problem management is a management model that continuously raises questions and then solves them step by step. In fact, problem management has always existed in hotel on-site management practice, but it has not yet been systematically summarized in theory. The most important characteristics of problem management are: It aims to expand the depth of thinking of all employees and activate the negative attitude of employees who are indifferent to the current work situation; it turns the management originally performed by managers into institutionalized management with full participation of all employees, and Management extends to all levels of office, service, marketing, logistics, etc.; it advocates a sense of crisis, that is, employees must not only complete their job responsibilities, but also raise questions about their own positions, and also raise questions about all operations, management and services of the entire hotel; Turn problem discovery into a regular institutional content in hotel management work; base management work on the core of problem solving, rather than relying solely on organizational system communication, thus flattening the management hierarchy. The institutional innovation currently being implemented by some hotels has streamlined the original five-level management into three-level management; problem management has strengthened the awareness of rights and responsibilities of all leaders and ordinary employees and cultivated a sense of responsibility; people are often overwhelmed by their own knowledge and experience. Limitations are controlled by fixed thinking and restricted by physical inertia. Problem management encourages employees to constantly discover problems and surpass themselves, bringing vitality to the organization. The core of problem management is to solve problems. The core of the "employee innovation" activities launched by some hotels is to let each employee raise problems in their own work, and then managers and employees jointly design the best solution to the problem. Thereby reducing mistakes at work, this approach is to make problem solving systematic and routine. In addition, after the hotel mobilizes the enthusiasm of employees to ask questions, it should pay attention to counseling and teach employees to solve problems. For example, after a hotel introduced problem management, it encouraged employees to raise questions and participate in problem solving. As a result, during the implementation process, it was found that employees were very good at asking questions, and many of the questions raised were important and sensitive issues. Of course, this aspect shows that employees On the other hand, such employees are difficult to manage, and their desire to realize personal value will be very strong.

If the hotel cannot provide corresponding resources to help them realize their personal values, employees will feel that the promises they received cannot be fulfilled, and they will naturally become distrustful and disappointed with the company. It can be seen that it is more important for the entire organization to solve problems in a timely manner and for employees to learn to solve problems than to raise problems. Problem management should pay more attention to details. Nowadays, the saying "service lies in details" is popular in the hotel industry, and problem management places more emphasis on detail management. Some hotels put a lot of thought into the word "details". In the guest room of a hotel, there is a shoe shine basket that cannot be seen in other hotels. It contains shoe polish and shoe brushes of different colors for different guests. In addition, there is a note in the basket: If the guest is not available and needs the waiter to polish his shoes, just take care of him. This instruction manual is a measure taken by the hotel room department to grasp the details of service management in carrying out the "Check in the box, warm and healthy" activity. The more detailed a company's management work is, the more competitive it will be. Problem management can identify problems, ask questions, and solve problems for every detail of the enterprise, so as to implement the work. The balance point of efficient management lies in the "systematization" of system management and on-site management, that is, on the basis of problem management, a scientific and effective management system is designed according to the core problem links of the enterprise, with "on-site management" as a supplement to system management, and through On-site management can discover, handle and analyze a series of problems that arise in hotel management in a targeted manner, and amend and improve the current hotel management system to make institutional management more targeted.