The hotel has six permanent members and writes a six-member speech

(1) "Six Standards of Hotel Management" is one of the standards for measuring the quality of hotel management

"Six Standards of Hotel Management" is one of the standards for measuring the quality of hotel management, just like The star rating standards of the National Tourism Administration are the same. This standard is explained by quantitative numbers. For example, the inventory of items has a maximum and minimum inventory, the temperature of the freezer is 5 degrees to -5 degrees, and the switching time of electrical appliances. Wait till what time.

(2) "Six Hotel Management Standards" is a set of methods and steps

Now that the standards of hotel management are clear, how can we achieve it? This requires a set of methods and steps to achieve these standards. The "Six Constant Management Method" is to tell everyone how to do it, what to do in the first step, and how to do the second step, which is specific and practical.

(3) "Hotel Six Constant Management" changes the hotel's traditional management philosophy

1. Pursue excellence. The "Six Standards of Hotel Management" are explained with specific and quantitative figures.

2. Carry out scientific decision-making and management

We usually like to say "I think", "I think", "probably" and "maybe" because these words can be used without Take responsibility. For example, if a subordinate asks: "Manager, is it okay to do this?", the manager says: "Maybe." The subordinate does it. If the situation is bad after doing it, and the subordinate says that it was done according to the manager's instructions, the manager will say: What I said is possible. Not saying precise words, being vague and elusive can shirk responsibility when something goes wrong.

Hotel management is a science, which is to strictly follow a set of procedures, processes, norms and standards. No matter who is doing it, as long as they follow the prescribed procedures, methods and steps, they will get the same results. , Therefore, "science" cannot change at all and cannot be arbitrary.

The "Six Standards of Hotel Management" is a set of scientific procedures, steps and methods. It emphasizes the use of numbers and reports to illustrate problems. For example, what is the most appropriate temperature in a guest room? It must be accurate. Write down the numbers, but you can't say how much they are; the cleanliness of the bathroom must be no smell, no dirt, no water stains, let alone "you just have to figure it out."

3. Emphasis on full participation

Hotel management is a process in which all employees participate. The specific method is for all employees to implement it bit by bit according to the "Six Standards of Hotel Management", so that to get the effect.

4. Always customer-oriented

The concept of hotel management is to "meet the needs of guests." What does it mean to meet the needs of guests? No matter what requests are made by the guests or are not made by the guests, the hotel should satisfy them in order to satisfy the guests and make them happy. Hotel management must at least achieve this, and waiters should have the most basic service awareness.

Example: A customer doesn’t like spicy food and says to the waiter: I can’t eat spicy food, so don’t put chili pepper in the dish. The waiter said, "Sir, if this dish doesn't have chili peppers, is it still called a dish?

The first common classification

The common classification is to divide everything into two categories, one is One category is no longer used, and the other category is still used. So how to classify?

1. Criteria for determining whether it is useful or not

When implementing the "Six Constant Methods" , first of all, we must determine the criteria for whether items are useful or not. This is the key to classifying items. Example:

Real needs

1. Normal machinery and equipment, electrical devices

2. Workbench, material rack;

3. Tools for normal use;

4. Consumable supplies with use value;

5 , raw materials, semi-finished products, finished products and samples;

6. Office supplies, stationery;

7. Cleaning tools and supplies in use;

8. Various A variety of useful posters, billboards, and materials;

9. Useful documents, forms, records, books, newspapers, magazines, and other necessary personal items.

Really don’t

On the floor: 1. Waste paper, debris, oil, dust, cigarette butts;

2. Machinery and equipment that cannot or are no longer used , tools;

3. Office supplies no longer used;

4. Broken picture frames, plastic boxes, cartons, trash cans;

5. Sluggish materials or expired products.

On the workbench or file shelf:

1. Outdated documents, form records, books, newspapers and magazines;

2. Redundant items and damaged materials Tools and samples;

3. Personal belongings, broken platform glass, broken chairs.

On the walls:

1. Spider webs and stains;

2. Expired and worn posters and billboards

3. Outdated The wall calendar, the broken clock, the useless hanging lamp.

2. Backward classification method

Another way to determine whether an item is useful is the backward classification method.

For example, regarding the classification of office materials, there are many materials that we don’t know whether they are useful or not. How do we classify them? You can put a red label on all office materials, and then tear off the red label after each book is used. After three months, you find that some of the red labels have been torn off, and some have not been torn off, which means they have not been torn off. The ones that were dropped have not been used for three months. If there are still three books that have not removed the red labels after one year, it means that these three books have not been used for a year. This is called backward reasoning. Items that are difficult to distinguish can be classified using this method.

3. A set of tools or stationery

We often find that there are a lot of stationery placed on the desks of office workers, and the desks look messy. How should these items be classified? You can separate the necessary tools or stationery into a set, such as a pencil, a signature pen, an eraser, etc., and put away or return the excess to the warehouse. Through this classification, you will find that many things are no longer in use. A set of used tools or stationery is enough.

In addition to office supplies and stationery, waiters’ cleaning tools and supplies can also be classified using this method.

Action: According to the classification method introduced above, classify the items in your position to see which items can be cleared and which should be retained?

The second regular tidying

Frequent tidying is to clean up things that are no longer used, reduce the number of items that are still used to the minimum safe amount, and then arrange them in an orderly manner sequence, and then label it so that anyone can understand it at a glance.

Purpose: To ensure that anyone can put in and take out any items in the shortest time, improving work efficiency.

1. Storage in layers according to frequency of use

(1) Items are stored separately according to the length of use

Serial number

Usage time

Storage location

1

Items that will not be used for a year

Throw away or temporarily store them in the warehouse

2

Items that will be used within 7-12 months

Keep it far away

3

1-6 items Items that will be used during the month

Keep it in the middle section

4

Items that will be used daily to monthly

Keep it where it is used

5

Items used every hour

Carry them with you

(2) Item button Store high, medium and low usage separately

We can not only place items according to the length of use, but also place them in layers according to the amount of usage.

Generally speaking, items placed in the middle part of warehouse shelves are most convenient for custodians to access. Therefore, the middle part of the shelf should store the most used items; correspondingly, it is not convenient to pick them up. Store items that are used less frequently; items that are used only once every six months should be placed on the top of the shelf where it is most inconvenient to access. In this way, it does not matter if the custodian climbs the shelf once every six months.

Placing items according to their usage can greatly reduce the workload of the custodian.

(3) Materials or tools are placed according to the order of operation

During the operation process, if the materials or tools are placed according to the order of operation, it can completely reduce the labor of employees to achieve both. The purpose is to reduce staff and increase efficiency. For example: stir-fried assorted vegetables, including chicken nuggets, vegetables, garlic or other side dishes. Generally, the kitchen puts the meat in the freezer on the left, the vegetables on the shelf on the right, and the seasonings on the back shelf. In this way, the garnishing chef You have to run back and forth, which wastes time and consumes energy. Based on experience, we first estimate that we can sell 30 portions of stir-fried vegetables every day, and then when preparing ingredients, place 30 portions of chicken, 30 portions of vegetables, and 30 portions of ingredients on the table next to you. When you need side dishes, just put them on the table. Just use local materials around you, which can reduce the labor workload of employees, thereby achieving the goal of reducing headcount and increasing efficiency.

Thinking: Based on the work process of this position, in what aspects do you think materials or tools can be placed in the order of operation, and what labor can be reduced?

2. Label War

After placing the items in an orderly manner, it is necessary to label these items. How should these items be labeled? And can it ensure that the waiter can find the item he is looking for in the shortest possible time? It's like writing an address when sending a letter.

(1) Sign location

1. Floor plan of the general warehouse and departments

Affix a floor plan on the main warehouse door of the hotel, such as Floor plans of material warehouse, food warehouse, tableware warehouse, snow warehouse, etc.

2. If you are looking for food, go to the food warehouse.

Going to the food warehouse, there is also a floor plan posted at the door, including: wine racks, beverage racks, snacks, spice racks, etc.

3. If you are looking for drinks, go to the wine rack

There should be a storage table of shelf items next to the wine shelf. The table should be marked: First layer, various types of liquor; On the second floor, there are all kinds of rice wines; on the third floor, there are all kinds of red wines.

(2) Types and standards of labels

1. Food brands: highest and lowest stocks, left in and right out

For example, Zhejiang vinegar, it says on the label Contents: The maximum stock is 10 bottles, the minimum stock is 3 bottles, left in and right out.

The highest stock: refers to the stock for one and a half days; the lowest stock refers to the stock for half a day. The minimum inventory is 3 bottles, which means that when there are only 3 bottles left on the shelf, the warehouse keeper should go to the main warehouse to pick up the goods. The maximum inventory is one and a half days' worth, and the maximum inventory does not exceed 10 bottles.

The inventory is too large, which not only takes up a lot of funds, but also creates varying degrees of backlog of items and expired food.

"Left in, right out" means that goods are purchased on the left and shipped on the right, ensuring that they do not expire.

2. Food brands that have been opened but have a shelf life

On unopened food brands that have a shelf life, indicate: product name, opening time, shelf life and other information.

3. Stored food brand

After the guest has finished his meal, if there is any leftover food or other items left in the hotel and he requests the hotel to store the food, he must write down the brand of the stored food, labeling it with: product name, opening time, storage Guest unit, name, responsible person, etc.

4. Name tags of items

For example, in the kitchen, the name of the seasoning is affixed to the outside of the seasoning bottles, or trash cans, buckets, etc. are affixed to the utensils.

(3) Each division must have the name of the person in charge

(4) Unified management of personal belongings

If employees’ water cups are of the same style and labeled , unified positioning and centralized placement can reflect the hotel's management level.

The third routine: regular cleaning

Routine cleaning means cleaning after sorting and sorting to ensure that all places are spotless.

1. Cleaning

The general procedures of cleaning are cleaning, inspection and maintenance.

(1) Types of cleaning: daily cleaning and planned cleaning

Daily cleaning: The cleaning that needs to be done every day is called daily cleaning. For example, the room attendant has to change the sheets, vacuum the carpet, and wipe the carpet every day. Tables, cleaning and disinfection sanitary equipment, etc.

Planned cleaning: You don’t need to wipe it every day, just wipe it once a week or a month, such as glass windows, air conditioner vents, etc. These weekly or monthly cleaning tasks are called Plan your cleaning.

(2) Inspection

Inspection refers to the self-inspection of cleaning personnel to check whether it is clean after cleaning, whether items are arranged neatly and in place, and whether facilities and equipment are operating normally.

(3) Maintenance

If there is a problem with the facilities and equipment, repairs must be carried out.

For example: when the room attendant is cleaning the room and there is no sound from the phone or the desk lamp does not light up, you should report it for repair.

2. Clarify the responsibilities of cleaning

The responsibility lies with the people and the system is on the wall. Require cleaning content for each position to be assigned to an individual and posted on the appropriate wall for the system.

3. Cleaning inspection

To maintain the effect, managers must inspect and supervise the cleaning area from time to time. Some inspection forms can be drawn up to publish the inspection contents.

The fourth constant: regular maintenance

Routine maintenance refers to maintaining the results of the previous "three constants" (often sorting, often sorting, and often cleaning). The best way to maintain the "three constants" is to classify without classifying, organize without sorting, and clean without cleaning.

What is classification without classification? It is to prevent unnecessary things from being produced. If we can prevent unnecessary things from being produced, we can avoid classifying them.

Example: Department application for goods

The Chinese restaurant department has a lot of materials and utensils. Suppose there is a large reception that requires 2,000 red wine glasses. After they are used, no one will follow up to manage, register, recycle, and keep them. , and there was a large reception that required 2,000 red wine glasses, but no matter how hard I found them, I couldn't find enough, so I made a plan to purchase another 500. In this way, there are more and more new and old items in the hotel, and they need to be sorted and kept regularly.

So, we now stipulate that if a department wants to apply for goods, it must have not only the signature of the department manager, but also the signature of the warehouse manager. The main reason is that the warehouse manager knows whether the purchased goods are in stock in the warehouse. There is no need to purchase, and secondly, you can control the maximum inventory of purchased items. This also prevents the production of many unnecessary things and achieves classification without classification.

Organization without organization: Things need to be organized because they are too messy. Therefore, by avoiding clutter, organization can be avoided. For example, the linens in the housekeeping department are tied up according to categories when folded in the washing center and are not messy. Therefore, the housekeeping department does not need to sort out the linens when collecting them.

Cleaning without cleaning: cleaning without getting dirty. For example, there is often water on the kitchen floor. Why is there water on the floor? The main reason is that the water did not drip dry after washing the vegetables. The sieve for loading the vegetables is mesh-shaped, so the water dripped onto the ground and became wet. How can we make the ground water-free and achieve "cleaning without cleaning"? The method is: 1. Wait for the water on the dishes to dry before taking them to the kitchen; 2. Use a basin to catch the water under the sieve where the dishes are loaded. This will prevent the ground from getting wet.

Vegetable steam and oil stains are often found on the floor. The main reason is that the chef fills the soup and vegetables very full, and the waiter jumps around when serving the food, and the soup and vegetables will overflow, causing problems. The floor is wet and slippery. How can we clean it without cleaning? It is necessary to start from the source, that is, start from standardizing the chef's plate loading technique, and start from training the standard movements and walking postures of the waiters.

Fifth Normal Norms

Normal norms mean to standardize all behaviors of employees. How should employees' behavior be regulated?

1. Job Responsibilities

The prerequisite for standardizing employee behavior is to ensure that each employee has a clear division of labor and specific job responsibilities.

2. Programming

Clarify the specific work content of each employee in the hotel for 8 hours a day, and what they should do from work to get off work, in order, so that employees can do There are rules to follow and work is carried out according to established procedures.

3. Standardization

1. All employee behaviors must be standardized: In the process of programming each employee position, the hotel must regulate everything that employees do. Make corresponding specifications.

2. All equipment has instructions for use: All facilities and equipment must be equipped with corresponding instructions for use, such as central air conditioners, kitchen meat grinders, disinfection cabinets, etc.

The Sixth Normal Education

The meaning of regular education is to enable all employees to develop the "Six Normal" habits through criticism and education.

1. Standardized appearance

2. Standardized service language standards and training

3. Check the implementation of the Six Standards five minutes before leaving get off work every day

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Main content: 1. Check the work status of the day

2. Whether the items are returned home neatly

3. Hygiene and cleaning work

4. Turn off the lights and air conditioners

4. Finish today’s work today: Every employee is required not to procrastinate and develop the good habit of “finishing today’s work today”.

5. Use reports and numbers to speak: The work of employees and the inspections of managers must be recorded in detail on the corresponding reports.