Six routine laws of hotels

(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?"

First constant classification

Invariant classification is to divide everything into two categories, one is no longer used and the other is still in use. So how do you divide it?

1, to determine the useful and useless standards.

When implementing the "six laws", we must first determine the standards of usefulness and uselessness of articles, which is the key to classifying articles. Example:

Really need

1, normal mechanical equipment and electrical devices

2, workbench, material rack;

3. Tools in normal use;

4. Consumables with use value;

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

6. Office supplies and stationery;

7. Cleaning tools and articles in use;

8. Various useful posters, billboards and materials;

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

Really don't.

On the floor: 1, waste paper, sundries, oil stains, dust, cigarette butts;

2. Machines, equipment and tools that can no longer be used;

3. Office supplies that are no longer used;

4. Broken photo frames, plastic boxes, cartons and trash cans;

5. Dull or expired products.

On the workbench or file rack:

1, overdue documents, forms, books, newspapers and magazines;

2. Excess articles, tools and samples damaged by materials;

3. Personal belongings, broken bedplate glass and broken chairs.

It says on the wall:

1, cobwebs, stains;

2, expired and worn posters, billboards

3, outdated calendars, broken clocks and watches, useless chandeliers.

2. Reverse classification

Another way to determine whether an item is useful or not is to classify it in reverse.

For example, the classification of office data, there are a lot of data we don't know whether it is useful or not, how to divide it? You can put a red label on all office supplies and then tear off a red label every time you use it. After three months, it was found that some of them had torn off the red label, while others had not, indicating that it was useless for three months. If the three books have not been torn up after a year, it means that they have not been used for a year. This is called reverse reasoning. Articles that are difficult to distinguish can be classified in this way.

3. A set of tools or stationery

We often find a lot of stationery on the desk of office workers, and the desk looks messy. How should we classify these projects? You can separate a set of tools or stationery you need, such as a pencil, a pen and an eraser, and put the rest away or return it to the warehouse. Through this classification, you will find that many things are actually no longer used, and a set of tools or stationery is enough.

Besides office supplies and stationery, the cleaning tools and supplies of waiters can also be classified in this way.

Action: According to the classification method described above, classify the articles in your post to see which articles can be cleaned up and which should be kept.

Second conventional arrangement

Regular sorting is to clean up things that are no longer used, reduce the items that need to be used to the minimum safe dosage, then sort them out and put labels that anyone can understand at a glance.

Objective: To ensure that anyone can put in and take out anything in the shortest time and improve work efficiency.

First, according to the frequency of use, layered storage.

(1) Items shall be stored separately according to the length of use. Serial number: use time: storage place: 1. Items not used for one year are thrown away or temporarily stored in the warehouse: 27- 12 months. Items to be used within 3 1-6 months are stored in the middle part: 4. Items used every day to every month should be stored in the place of use: 5. Take with you what you need every hour.

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

Generally speaking, the goods placed in the middle part of the warehouse shelf are the most convenient for the keeper to take, so the most used items should be stored in the middle part of the shelf; Accordingly, in places where it is not convenient to take it, store items with less consumption; Items that are used only once every six months are placed on the most inconvenient shelf, so it doesn't matter much if the keeper climbs the shelf once every six months.

Placing items according to the amount can greatly reduce the workload of the keeper.

(3) Materials or tools shall be placed in the order of operation.

In the process of operation, if the materials or tools are placed in the order of operation, the purpose of reducing staff and increasing efficiency can be achieved by reducing the labor of employees. For example, stir-fry jambalaya, including chicken nuggets, vegetables, garlic or other side dishes. Generally, the kitchen puts meat in the left freezer, vegetables on the right shelf and spices on the back shelf. In this way, the food coordinator has to run back and forth from here to there, wasting time and energy. According to experience, it is estimated that you can sell 30 fried assorted foods every day, and then put 30 portions of chicken, 30 portions of vegetables and 30 portions of ingredients at the food table when preparing the materials. When you need to prepare dishes, you just need to take local materials around you, which can reduce the labor of employees and achieve the purpose of reducing staff and increasing efficiency.

Thinking: Combined with the workflow of this position, what aspects do you think can put materials or tools in the order of operation, and what labor can be reduced?

Second, mark the war.

After putting things in order, we should label them. How should we label these items? And ensure that the waiter can find what he is looking for in the shortest time? It's like sending a letter with an address

Location of (1) sign

1, general warehouse and department layout

On the door of the hotel's main warehouse, put up floor plans, such as material warehouse, food warehouse, tableware warehouse, snow warehouse and so on.

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

When you go to the food warehouse, there is a floor plan at the door, including wine racks, beverage racks, snacks and seasoning racks.

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

There should be a storage list of goods on the shelf next to the wine rack, which indicates: on the first floor, all kinds of liquor; The second layer, all kinds of yellow rice wine; There are all kinds of red wine on the third floor.

(2) Types and standards of labels

1, food brand: highest and lowest inventory, left in and right out.

For example, Zhejiang vinegar, the contents written on the sign: maximum stock 10 bottles, minimum stock of 3 bottles, left in and right out.

Maximum inventory: refers to one and a half days' inventory; Minimum inventory refers to half a day's inventory. The minimum inventory is 3 bottles, which means that when there are only 3 bottles left on the shelf, the warehouse keeper will go to the general warehouse to pick up the goods. The maximum inventory is one and a half days, and the maximum inventory does not exceed 10 bottles.

Excessive inventory not only occupies a lot of money, but also causes different degrees of backlog of items and expired food.

"Left in and right out" means that the goods are purchased on the left and delivered on the right, which can guarantee the shelf life.

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

On the food brand that has been opened but has a shelf life, indicate: product name, opening time, shelf life and other information.

3. Store food brands

After the guests have finished eating, if there is any hotel surplus or other things that need to be stored in the hotel, they should write down the food storage brand, name: product name, opening time, guest storage unit, name, person in charge, etc.

4. Brand name of goods

For example, in the kitchen, the name of seasoning is posted on the bottle of seasoning, or the trash can, decanter, etc. Stick it on the vessel.

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

(4) Unified management of personal belongings

If the staff's cups are unified in style, label, positioning and placement, the management level of the hotel can be reflected.

Third, clean frequently.

Regular cleaning means to do a good job of cleaning after finishing and ensure that all places are spotless.

First of all, clean

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

(1) cleaning type: daily cleaning and planned cleaning.

Daily cleaning: The cleaning to be done every day is called daily cleaning. For example, room attendants have to change sheets, suck carpets, wipe tables and clean disinfection and sanitation equipment every day.

Planned cleaning: it is not necessary to clean every day, but once a week or a month, such as glass windows and air conditioners. These weekly or monthly cleaning tasks are called planned cleaning.

(2) check

Inspection refers to the self-inspection of the cleaning staff, checking whether it is clean after cleaning, and checking whether the items are placed neatly and in place; Whether the facilities and equipment are operating normally.

(3) Maintenance

If there is something wrong with the facilities and equipment, it is necessary to carry out maintenance.

For example, when the room attendant is cleaning the room, the phone doesn't sound or the desk lamp doesn't work, so it needs to be repaired.

Second, clear cleaning responsibility.

Responsibility goes to people, and the system hits a wall. It is required to distribute the cleaning content of each post to individuals and post it on the corresponding wall of the system.

Third, cleaning inspection

In order to keep the effect, managers must inspect and supervise the clean area from time to time. You can make some inspection forms and publish the inspection contents.

Fourth regular maintenance

Regular maintenance refers to the maintenance of the previous "three regular" (regular classification, regular sorting and regular cleaning) results. The best way to keep the "three invariants" is to do classification without classification, classification without classification, and cleaning without cleaning.

What do you mean, classified or not? Is to prevent the generation of unnecessary things, if we can prevent the generation of unnecessary things, we can do it without classification.

For example: departmental procurement projects.

There are many materials and utensils in the Chinese food department. Suppose there is a large cocktail party that needs 2000 red wine glasses, and no one will follow up the management, registration, recycling and storage after use. If there is a large cocktail party that needs 2000 red wine glasses, it is not enough to find them. So I plan to purchase another 500 sets. In this way, there are more and more old and new items in the hotel, which need to be kept in different categories.

So now we stipulate that all departments should sign not only the department manager, but also the person in charge of the warehouse, mainly because the person in charge of the warehouse knows whether the purchased items are in stock in the warehouse and whether they need to be purchased, and secondly, it can control the maximum inventory of the purchased items. This is also to prevent a lot of unnecessary things from being produced, so that classification is not classified.

Tidy up without tidying up: Things are too messy and need tidying up. Avoiding clutter can avoid tidying up. For example, the linen in the housekeeping department is bundled by category when it is folded in the washing center, so it is not messy, so the housekeeping department is free from sorting when it collects the linen.

Clean but not clean: that is, clean but not 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 vegetables, and the sieve for loading vegetables was reticulate, and the water droplets fell to the ground and got wet. How can we make the ground waterless, that is, "clean without cleaning"? The methods are as follows: first, wait for the water drops on the dishes to dry before taking them to the kitchen; Second, catch the water with a basin under the sieve of vegetables. Just don't let the ground get wet.

Steam and oil stains are often found on the floor. The main reason is that the chef fills up the soup and vegetables. When the delivery man runs and bumps, soup and vegetables will overflow, making the floor wet and slippery. How to clean without cleaning? To start from the main source, we should start from standardizing the chef's serving skills and training the standard movements and walking postures of the delivery staff.

The fifth permanent norm

Standardization is to standardize all the behaviors of employees. How to standardize the behavior of employees?

I. Job responsibilities

The premise of standardizing employee behavior is to make each employee have a clear division of labor and specific job responsibilities.

Second, the procedure.

The specific work contents of employees in each post in the hotel are clearly defined according to the order of what they should do from work to off-duty, so that employees can follow rules and work according to established procedures.

Third, standardization.

1. All employees' behaviors should be standardized: in the process of programming each employee's position, the hotel should make corresponding specifications for everything the employees do.

2. All equipment must have instructions: all facilities and equipment must have corresponding instructions, such as central air conditioning, kitchen meat grinder, disinfection cabinet, etc.

6 th changchang education

The significance of regular education is to make all employees form the habit of "six regular" through critical education.

First, standardized gfd.

Second, standardize service language standards and training.

Three, five minutes before going to work every day to check the implementation of six timing.

Main contents: 1. Check the work of the day.

2. Are the items returned home neatly?

3, health and cleaning work

4. Turn off the lights and air conditioners.

4. Do what you can today: ask every employee not to delay things and form the good habit of "doing what you can today".

5. Speak with statements and figures: the work of employees and the inspection of managers must be recorded in detail in the corresponding statements.