Hotel Management

A hotel manager needs to possess the following three management skills:

①Technical skills. As far as the hotel is concerned, it is the professional technology and skills required for this hotel and this position, which is indispensable for achieving effective collaboration in modern enterprises. Not only industrial enterprises require technical skills, but other industries also require technical skills, which are also very important for hotels.

②Conceptual skills. That is, the ability to form concepts, which refers to the ability of a manager to think abstractly and form concepts; have a certain level of management theory and the ability to apply management ideas to solve practical problems; and have the ability to analyze, judge and make decisions.

③Humanistic skills. That is, the ability to deal with interpersonal relationships. It refers to the ability to cooperate with people and affairs, including contacting peers internally, understanding the activities of subordinates, motivating and inducing the enthusiasm of subordinates, and contacting and coordinating externally with relevant organizations and personnel.

To achieve the above realm, hotel managers must first have sufficient professional knowledge. For example, hotel management and strategy, hotel brand management and marketing innovation, financing and capital operations, green hotel evaluation standards, business knowledge such as grouping and chain operations, government regulations, management knowledge, etc.; secondly, a dedicated attitude, such as a positive and enthusiastic attitude Work attitude, responsibility and law-abiding, ability to cooperate with others, willingness to train subordinates, etc.; and proficient work skills, including thinking ability, organizational ability, performance management ability and professional style.

Therefore, hotel managers should master the following management skills:

1. Planning skills

Among the basic functions of management, the first Function is planning, and the importance of planning functions runs through the entire process of management. Therefore, the first task as a hotel manager is to develop a clear and effective work plan. Whether it is long-term strategic planning, annual marketing planning, personnel recruitment plans, annual budgets, etc., the ability to apply planning is required. When making plans, you need to distinguish between non-routine project management plans with specific goals, daily management plans for routine work, and problem-solving plans: In addition, you must be able to distinguish the difference between goals and objectives, and be able to set reasonable goals instead of just applying them. Past numbers serve as a basis.

2. Decision-making skills

For hotel managers, making correct decisions is one of the important abilities. There are many variables in the planning and execution process, and decisions must be made continuously. Wrong decisions will bring consequences of failure, while correct decisions will lay the foundation for success. For example, should talents be cultivated from within or hired from outside? How to allocate the budget? Decisions are needed everywhere. When making decisions, there are time and resource constraints, the possibility of insufficient or wrong information, the baggage of human relationships, etc. Decision-making skills also include premise assumptions, inference ability, the ability to collect, analyze and summarize information, logical judgment, game theory, psychological quality to face pressure, how to avoid mental models and wrong systematic thinking, etc. Hotel managers must stand at a certain height, coordinate the overall situation, and make decisions.

3. Execution management skills

In order to present effective results, hotel managers not only need to have careful planning and good decision-making, but also need to have the ability to execute. How to effectively manage quality, cost, and service levels depends on the high skills of hotel managers. Too much control will lead to shrinking hands and the efficiency will be low; insufficient control will easily lead to loopholes, increase costs, and the quality will not be guaranteed. The test of control ability mainly includes several aspects: distinguishing what should be managed and what should not be managed, and handling the post-event management in advance into pre-event management and in-process management. (For example, quality problems may come from the supplier's ability. Proper process control may also cannot be effectively controlled and require source management or procurement management). In management, we promote the willingness and ability of subordinates to manage independently, and gradually evolve from external control to self-management. This is what we often say: "The ultimate goal of management is to ignore."

4. Problem-solving skills

"The greater the ability, the greater the responsibility." Problem-solving is an important task for managers, and it is also the best way to test a person's ability.

As far as hotel managers are concerned, problems such as poor service quality, insufficient manpower, large turnover of personnel, and old equipment may need to be solved. To solve the problem, they need to define the problem, collect data, analyze the problem, find out the root cause of the problem, and target the root cause, Use creativity to solve problems.

5. Communication and expression skills

It is said that intelligence, professional skills, and experience only account for 25% of success factors, and the remaining 75% is determined by good interpersonal communication. Hotel managers spend more than half of their time on communication, and most work obstacles arise during communication; management communication is both an interpersonal communication and a team communication. Effective communication focuses on listening and feedback. Communication needs to be proactive, adhere to principles, respect others, and be open and honest in order to pursue "win-win" results. Organizations that are good at communication will have faster progress and efficiency.

6. Incentive assessment skills

People will only do things that are rewarded. Hotel managers must master the formulation of a reasonable incentive system. Managers should promptly and appropriately evaluate subordinates. Motivating work. Motivation is skillful and should be timely, specific and sincere; when criticism is needed, attention should be paid to improving the way of criticism; different motivation methods should be different for different employees. For a reasonable performance appraisal, performance standards should be set by the superior and subject to prior communication and confirmation by both parties. Effective performance interviews are essential, including listening to subordinates' self-evaluations, discussing subordinates' objections, and jointly formulating performance improvement plans. Only in this way can we gain the active support of employees and provide a basis for personnel decisions and performance development. Employees expect to receive due encouragement and rewards for their efforts, and the morale of the company and its employees is also greatly affected by whether the assessment is fair or not. If we want to establish sustained performance, we need fair and reasonable assessment methods and incentive mechanisms to encourage people to be willing to work hard for the future.

7. Team-building skills

If hotel managers want to make people in various departments and positions more efficient and get along harmoniously, they must have good team-building skills. Putting 500 potatoes in a sack becomes nothing more than a sack of potatoes. A good team must have the following characteristics: clear common goals, values ??and behavioral norms, maximum sharing of resources, good communication, members have a strong sense of belonging, and effective delegation. Only by respecting role differences, uniting, cooperating, and complementing each other can we achieve maximum effectiveness. A team is different from a group. A group may be just a group of ragtag people and does not have a high degree of combat capability. A team can only be called a team if it has three elements: first, the goal must be focused; second, the relationship between team members must be harmonious and mutually supportive; and third, the working methods must be consistent and appropriately flexible. Organizations often need to use team skills. Team building skills mainly include the ability to establish a common vision and goal, the ability to reconcile member differences, formulate common standards, integrate new personnel, and learn from experience to introduce the team to find the right path. direction, promoting healthy conflict, etc.

8. Successful Leadership Skills

The so-called leadership does not mean that you can do whatever you want and use your power to impose your will on others; only having influence can make others follow you heartily. You are the real leader. Hotel managers must learn to divide work into four types: must be authorized, should be authorized, can be authorized, and should not be authorized; follow the four authorization principles of equal rights and responsibilities, authorization but not responsibility, step-by-step, and establishing agreements. This not only ensures that subordinates can share the work, but also ensures that subordinates do not misuse power. How to make all kinds of people in the hotel work together effectively, how to motivate subordinates from superficial obedience to true dedication, how to revive the morale of employees with low morale, how to prevent successful people from being complacent and stagnant, how to make careless people How to avoid catastrophe and how to make people with different interests support each other all depend on the leadership skills of hotel managers. Leadership skills mainly include identifying the characteristics and current situation of subordinates, choosing appropriate leadership styles, emotional recognition, control and adjustment, firm belief and willpower.

9. Cultivate the skills of subordinates

Qualified hotel managers should accurately understand the levels and needs of their subordinates, assist them in learning and solving specific problems, inspire their commitment, and determine behavioral changes key points, develop action plans, apply to actions, evaluate and recognize. If a hotel wants to develop, it needs to recruit talents. However, talents are not born. Moreover, what schools can teach is limited. Therefore, the ability to effectively cultivate subordinates has become an important key capability. In addition, with the rapid circulation of information today, if you don’t teach subordinates, subordinates will You will learn it in the near future, but you will lose your professional leadership skills and the deployment will lack respect and confidence in you.

10. Financial management skills

Revenue is the foundation of a hotel, efficiency is the core of the hotel, and profit is the soul of the hotel. In today's fiercely competitive market environment, there is a general atmosphere of customer source competition, price competition, feature competition, talent competition, and marketing competition. Only benefit competition, the quality, quality, and level of benefits is the last word to test the performance of hotel managers, and it is also one of the important core indicators for evaluating hotel managers. Hotel managers must seek benefits and profits from management, and strive for greater profit margins. As a hotel manager, you must be able to control hotel costs and expenditures and understand the daily changes in hotel costs and expenditures. Make sure you have a clear idea of ??the financial data. At the same time, you should also let department managers and employees understand how much expenses are required for normal daily hotel operations and how much is needed to ensure normal operations, so as to establish cost control and conservation awareness among all employees. .

A hotel is a special kind of enterprise, with its specific business content and specific movement rules. On the basis of mastering the above management skills, hotel managers must keep pace with the times and continuously Only by pioneering and innovating can we work with our employees to create a better tomorrow.

I hope the above answers are helpful to you!