How to write "If I manage the front office of the hotel"

I'm talking about the model, which is incomplete. You can learn from it, I hope it will help you.

The hotel lobby is a department that attracts and receives guests, promotes rooms and restaurants, and provides various comprehensive services for guests. Although it is not the main business department of the hotel, it has a vital impact on the hotel's market image, service quality, management level and operating efficiency. The lobby is the crowning touch of hotel management.

Going deep into the front line, the scene is the place where decisions are made.

Hotel service is a mixture of tangible products and intangible services, and the standard of hotel service quality evaluation is the "satisfaction" of guests. The hotel in the buyer's market should take the customer's demand as the starting point of marketing work, and the front hall is the nerve center of the hotel, which contacts with the guests on behalf of the hotel, meets the various needs of the guests for hotel services, accepts the complaints of the guests and solves the difficult problems of the guests. Based on these, the position and role of the front desk is particularly important. The front desk manager must change the usual style of manager's decision-making, employee's execution and manager's supervision of employee's execution, go deep into the front line to carry out on-site management, collect data and information on the work site, understand the customer's needs, and integrate the knowledge points of work tasks and services.

On-site walking management can go deep into all aspects of service and find and improve existing problems in time. For example, observe whether the audio service of the front desk attendant is in place, whether the subtle service is just right, and whether there are any complaints from guests about the quick service. Through teaching in person, on-site training, on-site decision-making, correcting deviation and coordinating all aspects, this not only shortens the working mileage, improves the speed and quality of information transmission and feedback, but also improves the work efficiency. At the same time, it also shows the superb service skills and excellent management quality of managers, establishes a good image of being diligent, caring for their posts and caring for their subordinates, and can communicate with subordinates in time, contact their feelings, implement on-site incentives and find useful talents, which is helpful to the future supply of hotel human resources.

Flat organization, full business authorization

Reducing organizational hierarchy and flattening organizational structure is the general trend of hotel management today, which can make the deviation of information transmission small and the speed of information sending and feedback fast. Guests' requests and opinions can be better handled on the front line. There is no obvious boundary between the foreman and the waiter on duty, and the grass-roots waiter has multiple functions, including self-examination and the right to deal with general problems.

At work, we often see such a situation: the check-out time of the hotel is noon 12, and a guest asks the front desk receptionist if it can be postponed until 2 pm. The receptionist's answer is often this: "According to our hotel regulations, the check-out time is before noon 12. I'll ask the leader and give you an answer. " Another example is that the guest says, "I am an old customer, can you give me a discount?" The answer is: "Sorry, I can only give you this discount right." These problems are often encountered in front-line service, and the receptionist at the front desk often can't give the guests a satisfactory answer immediately. They must report everything layer by layer and then listen to the instructions layer by layer. This kind of prevarication and delay made the guests unbearable, so there were complaints about the quality of service.

Therefore, modern service management emphasizes the authorization of grass-roots waiters, so that they have the right to deal with problems on the spot without reporting to a certain extent to ensure customer satisfaction. Adequate and appropriate authorization can inspire employees' sense of responsibility. The creativity of employees, sincere care for customers, self-responsibility and serious service of employees can be one of the effective measures for hotels to maintain their competitive advantage. Of course, we should also grasp the scale of authorization for front-line employees, which can not only ensure that front-desk employees respond quickly, flexibly and satisfactorily in front of guests, but also enable them to operate and handle affairs within certain management systems and norms.

Training is practical, and talents need to be compound.

Hotels should not only carry out over-specialized education and training for employees, especially front office employees, but also carry out comprehensive training of various skills. Employees must have a better understanding of many links in the working procedure, not only their own work, but also be versatile and take the road of compound talents.

Therefore, the training needs should be clear, and the front office should analyze various problems in the work before deciding whether to carry out training. The training content should be targeted and comprehensive. According to different training objects, different training contents can be determined, which can be divided into three basic forms: pre-job training, on-the-job training and promotion training. Training methods should be diversified. According to different trainers' needs and actual conditions, different methods should be adopted, such as teaching, discussion, intuitive teaching, simulation teaching, job rotation, on-the-job probation, etc., emphasizing training control and feedback.

Take the "personalized recruitment method" and determine the salary according to the ability.

Improper selection is the primary reason for employee job-hopping and personnel turnover, which directly leads to the increase of hotel human resource management costs. An employee needs at least 3-6 months of training and work practice to meet the requirements of the front office, and the large amount of information in the hotel and the special requirements for the front desk service staff make the loss cost of the front desk staff much higher than that of other departments. Therefore, when selecting and recruiting employees, the front desk should first subdivide the vacant positions and select employees who meet their personality requirements according to their job characteristics. For example, the front office staff need to have a good external image, wit and flexibility, strong adaptability, and cheerful eloquence. Most of these personality traits are innate and cannot be cultivated through short-term training. Therefore, when hiring or selecting, it is necessary to explore their personal abilities and conduct certification through written tests, interviews, etc., and then arrange suitable positions. In addition, it is always wise to hire enthusiastic, happy and friendly employees and choose the right people to do the right things, so as to achieve results.

The establishment of competency-based salary system has changed the traditional salary design concept, and salary should be linked with ability and work performance. An employee with a CET-4 certificate doesn't even know the basic reception language. On the contrary, an employee without any English certificate can provide foreign language services fluently, so the foreign language salary between them will naturally be different. In this way, employees in each position will spare no effort to satisfy customers, improve service quality and maintain hotel image.