Problems of Six Regular Management Laws

1, the working environment in the kitchen is messy and untidy.

In our impression, the kitchen is always messy and the floor is wet and slippery. Therefore, it often happens that plates are broken and employees are injured. We should not only treat employees, deal with work-related injuries, but also damage materials.

2, the backlog of goods or food deterioration.

Due to the lack of planning, excessive procurement leads to problems such as overstocked items and expired food.

3. Due to the random placement of articles, the work efficiency is very low.

In daily work, most employees put things at random, so that they often can't find what they need, which leads to low work efficiency. According to statistics, in hotels with chaotic management, it takes 80% of employees 1- 1.5 hours to find what they need during their 8-hour working hours every day, because their goods are randomly placed and there is no order.

Case: The chef wanted to find the cucumber in the freezer, opened all the doors of the freezer, opened every plastic bag inside, and finally found it in a bag. It took a few minutes.

Therefore, because the items are randomly placed, the chef wastes both time and a lot of electricity when looking for items. The direct result of this way of working is frequent complaints from guests: serving food is too slow. Because there are so many links from ordering to serving, it only takes a few minutes for the chef to find one item needed for cooking, and then the other links are slower. Can guests not complain? 1, hotel management "duplicity"

One of the biggest mistakes of employees and managers is "duplicity": writing is not the same as playing, and speaking is not the same as doing. For example, the service desk looks magnificent outside, but when you enter it, you find it is a mess inside. The door of the cupboard says "cooked cupboard", but there are both raw and cooked inside. There are semi-finished products and disposable lunch boxes in the finished product cabinet.

2. Pay attention to the decoration and purchase of hotel equipment, but not to the maintenance.

Many times, we emphasize buying good equipment, but we don't pay attention to maintenance during use. Employees have poor ability to clean and maintain equipment. Due to neglect of management, the hotel equipment that should have been used for 18 years and 15 years was scrapped in just three to five years. For example, the radiator of the freezer is blocked by dirt, which can't dissipate heat normally and the cooling effect is not good. This happens all the time. The chef will report to the power engineering department that if the engineer is not responsible, does not go to the site for inspection, or does not check carefully, the cooling effect will be scrapped and the waste will be serious.

Thinking: What should the Department of Power Engineering do in view of this situation? What should the user department do?

3. Service personnel have standards but no methods.

In daily management, managers only have requirements and standards for service personnel, and there is no specific method. For example, show it to the service staff. They must ensure that the items needed in the VIP room are complete and neatly placed, but when they open the drawer, they find that the contents are in a mess, and even the personal belongings of the service staff, such as mobile phones, certificates, keys, wallets, etc.

If the articles used by each employee are not specified and put in place, and employees turn on their mobile phones during working hours, we can't guarantee the service level of the hotel.

Case 1: The guest needs a waiter to provide paper towels, but he can't find a waiter. He looked around the pantry, texting.

Case 2: After the dishes arrive at the guest table, the waiter will move them to the position of the guest of honor, and then introduce the names of the dishes. However, before the waiter could introduce it, the mobile phone in his pocket began to ring and the bell was still singing. This situation can only make guests feel that the service of this hotel has no grade.

(A) "Hotel six regular management" is the standard to measure the quality of hotel management.

"Hotel six regular management" is one of the standards to measure the quality of hotel management. Just like the star standard of the National Tourism Administration, this standard is explained by quantitative figures. For example, the inventory of goods has the highest inventory and the lowest inventory, the temperature of the freezer is 5 degrees to -5 degrees, and the switching time of electrical appliances is from what time to what time.

(B) "Six routine hotel management" is a set of methods and steps.

The standard of hotel management is clear, how to do it? This requires a set of methods and steps to achieve these standards. The "six-process management method" is to tell everyone how to do it, how to do it in the first step and how to do it in the second step, which is concrete and practical.

(C) "Six routine management of hotels" has changed the traditional management concept of hotels.

1, pursuing Excellence. "Six routine hotel management" is illustrated by specific quantitative figures.

2. Scientific decision-making and management.

We usually like to say "I think", "I think", "probably" and "maybe" because saying these words can avoid taking responsibility. If a subordinate asks, "Manager, is this ok?" The manager said, "Maybe." . The subordinates did it. If the situation is not good after finishing, the subordinate said that it was done according to the manager's instructions, and the manager said: I said it was possible. Inaccurate is ambiguous, unpredictable, and shirk responsibility if there is a problem.

Hotel management is a science, which is done in strict accordance with a set of procedures, processes, norms and standards. Whoever follows the prescribed procedures, methods and steps will get the same result. Therefore, "science" cannot be changed at all, nor can it be arbitrary.

"Six routine hotel management" is a set of scientific procedures, steps and methods, emphasizing the use of figures and statements to explain problems, such as what is the most suitable temperature of rooms, and writing accurate figures instead of approximate figures; The cleanliness of the bathroom should be no odor, no dirt, no water stains, not to mention "it's up to you".

3. Emphasize full participation.

Hotel management is a process of full participation. The specific method is that all staff should implement it by themselves according to the "Hotel Six Regular Management", so as to get the effect.

4. Always be customer-oriented.

The concept of hotel management is "to meet the needs of guests". What does it mean to meet the needs of guests? If the guests have any requirements, or if they don't, the hotel should satisfy them, satisfy them and make them happy. Hotel management should at least do this, and waiters should have the most basic service consciousness.

Example: the guest doesn't like spicy food, so he said to the waiter: I can't eat spicy food, and don't put Chili in the dish. The waiter said, "sir, is this dish called a dish without Chili?"