The Core Value of Hotel Culture

1, taking service as a career; Take management as knowledge; Treat problems as opportunities; Hotel industry is an "eternal cause". 2. The products of the hotel are "satisfied" and the business of the hotel is "happy". Maximizing guests' satisfaction and happiness is our pursuit, and our happiness can only be realized by creating happiness for others. It is not easy to do simple things thoroughly. Suffering hardships means eating and nourishing the will, the ability and the spirit. Mentality is more important than ability. 4. Innovation is an eternal topic, power, competitiveness and vitality; All resources will be exhausted, and only culture will be endless; Even the best equipment and facilities will be aging, and only people and services can constantly innovate. Guiding principle of overall management: grasp advantages, be unique, and guiding principle of division of labor management: culture, image, quality and benefit. Management strategy should be alive, ideas should be new, standards should be high, methods should be more, and the pace should be fast. The management concept should be customer-oriented, employee-centered, quality as the soul, culture as the source and innovation as the driving force for development. Take management as a discipline and service as a knowledge. The mission of the hotel is to build a first-class team, create a first-class brand and create first-class benefits. The spirit of the hotel is to serve with affection, win with quality and do things with heart. The motto of employees is to make small things into fine products, to make details to the extreme, to make services into value, to create new colors repeatedly, and to make a little progress every day. It is better to let the hotel suffer than to let the guests suffer. I would rather lose myself than lose the hotel. Look at the work style on the spot and immediately make a service guide step by step until I stop. Expected service, resource management. It's very troublesome. It's the highest principle of service not to bring inconvenience to the guests for a while, and the demand of the guests is the highest order of service. Never say "no". Talent strategic growth, success and success; Everyone is a talent, and love is strictly controlled; Not stick to one pattern, survival of the fittest. Management orientation Zero defect management, error-free service and no vacancy record management pursue high, strict, detailed, practical, new and flexible-high standards; Strict-strict management; Fine-fine service; True style; New-new ideas; Live-operate live management scheme: walking management, open investigation and secret supervision, table format control, three links, three key positioning, warning line, imperative management style, strict management and love, tight inside and loose outside, one superior principle: everyone in the hotel has only one direct superior. Principle of consistency of power and responsibility: Trust is the most important element of management. In its post, it is beneficial to give it power and assume its responsibilities. Principle of non-overlapping and non-blank: management is a net, which can neither have two layers nor holes to obey: subordinates must obey their superiors, and if they don't obey, there will be no management, and if they don't think it is incorrect or unfair, they will not obey. Step by step principle: subordinates can complain without asking for instructions; The superior can skip the inspection, but can't skip the command (except in special or emergency situations). Service principle: the second line is the first line, the background is the front desk, the superior is the subordinate, the previous process is the next process, and all the staff are guests. Principle of recall system: Any order, whether completed or not, must be recalled within the specified time. The principle of emphasizing results: not only the process, but also the results. The overall management of operational objectives realizes responsibility, individual services achieve practical results, standardized operations realize internationalization, specific operations realize personalization, and physical management realizes door-to-door service.