Graduation thesis (including outline) on "employees first" in hotel management specialty

I found some information, I hope it will be useful to you. I hope you can get good grades in your thesis ~ ~ ~ The fierce business competition has rapidly improved the status of customers, and the business philosophy of "customers are God" was once popular in all walks of life. In the hotel service industry, "guests first" is regarded as a wise saying. However, with the improvement of management level and the renewal of management concept, managers combine people's concept with management concept, so that the modern management concepts of "guests first" and "employees first" are more and more applied to modern hotel management. [Keywords:] guests first; Employees are preferred; Hotel; Manage 1. As we all know, hotel staff are the guarantee of hotel quality service. With satisfied staff, we can create satisfactory service, attract satisfied guests and create good benefits for the hotel. However, in the past, hotel management has always emphasized "guests first, service first", that "customers are God" and "customers are always right", and that only by satisfying customers can hotels gain benefits, which often ignores the interests of employees, or forms a misunderstanding that guests and employees are contrary to their interests. In fact, the scope of "guests first" and "employees first" is different, but they complement each other. In hotel management, how to make "guests first" and "employees first" harmonious and unified has become an urgent task. Second, the "guest first" theory is worried that "equal hospitality" has been the way to entertain guests since ancient times. However, some marketing scholars believe that customers are inherently unequal, and there must be three or six grades. They divide customers into three categories according to their value to the hotel: the most valuable customers, the most growing customers and negative customers. Their view is that hotels should regard the most valuable customers and the most growing customers as "gods", while negative customers should choose to abandon them. Because negative customers can't bring any value to the hotel, they will only consume hotel resources. In other words, about 20% customers can bring 80% profit value to the hotel, but the cost the hotel spends on the other 80% customers is greater than the return these customers bring to the hotel. Therefore, one-sided emphasis on "guests first" is not conducive to the realization of hotel management objectives-profits. In addition, the personal quality of customers also presents different levels because of their educational background, personality temperament, social status and other factors. If the hotel emphasizes "guests first" and only pays attention to the acquisition of economic benefits, it is likely to sacrifice the social benefits of the hotel and reduce its social reputation. Third, the relationship between "guest first" and "employee first" (1) The categories of "guest first" and "employee first" are different and juxtaposed. "Guests first" refers to the attitude of hotel staff and managers towards guests, that is, taking the needs of guests as the starting point and the pursuit of guests' satisfaction as the purpose of service activities. Because "customers are the parents of food and clothing", the foothold, development and profit of the hotel need to be recognized by the guests, so it is understandable to choose "guests first" as the guiding ideology to serve the guests, meet the needs of the guests, win the guests and achieve the organizational goals. However, it must be recognized that "guests first" is only the profit guarantee of the hotel, an end, not a means. To achieve this goal, it is impossible to rely solely on the concept of "guests first". 2. Have a rational understanding of "employee first". From the long-term competitiveness of the hotel industry, employees must be the first. Because the competitiveness of the hotel comes from the employees who sincerely serve the guests and create value for the hotel. When the hotel industry truly "employees first", employees will truly "customers first". (2) "guests first" and "employees first" are interdependent and complement each other. Customer satisfaction is the foundation of a hotel's success or failure. Any hotel that loses its guests means that it loses the opportunity to make a profit. However, without satisfied employees, there will be no satisfied customers. 1. "Guests first" is a necessary means for hotels to coordinate customer relations and attract tourists. Garrett, an American hotel public relations expert, said: "No matter how big or small the hotel is, we must always plan our own direction according to the following belief: hotels should be owned by customers, managed by customers and enjoyed by customers." Hotels should put the interests and needs of customers first, and exchange the interests of the hotel by meeting the needs of customers. Under the condition of market economy, the "buyer's market" inevitably requires hotels to attach importance to customer work, which is also the fundamental guarantee for the survival, profitability and development of hotels. Without customers, the hotel's survival, profitability and development cannot be realized. 2. "Staff first" is the premise of hotel's survival, development and profit. Human resources are the first resource of the hotel and the basis for the hotel to create huge profits. Imagine that when an employee works in a place that is not respected and valued, how can his work enthusiasm be improved and how can his attention be focused on the guests? For hotels, the concept of "staff first" is not a denial of the theory of "guests first", but a deeper understanding of "guests first", which is the premise of the hotel's survival, development and profitability. Fourth, successful management should be coordinated with "customer first" and "employee first" (1). Without customers, there would be no us, so that employees can realize that customers are always "right". If employees realize that guests are the source of hotel benefits, the driving force for hotel development and survival, and the supervisor of hotel service quality and management level, then they will treat guests differently.