Management concept of express hotel

First, based on the service of the hotel, the touching and attractive place is not the high-rise buildings and good facilities, but its quiet and thoughtful service. The key to hotel competition is characteristics, the core of which is brand, and the guarantee of brand is quality service. Therefore, careful service, patient service, caring service, intimate service, family service, value service and in-depth service are put forward in customer service. Zero-defect service, timely and punctual use of services, holiday congratulations to guests, birthday gifts, long-term stay concessions, help in case of trouble and many other measures ensure the development of the brand, so money is limited, services are unlimited, services are endless, and the development of hotels must be based on quality services. Second, people-oriented management [1] management must first be customer-centered and customer-oriented, and remember the business philosophy from the aspects of material allocation, service links and quality management. We should really think about our guests, think about what they think, and be anxious about their urgent needs. Starting from safeguarding their vital interests, we should make our guests always the right service, and let employees know that our guests are our parents, and no guests come to visit us. [2] Work and service should be employee-oriented. After the guests arrive at the hotel, the whole service process is completed by the staff. Employees are the most contacted guests in the hotel. The quality of service and the satisfaction of guests also depend on the service of employees. There is a saying in service work that there are no happy employees, so the management of employees should be to understand, respect and care for employees, solve problems for employees from practical work, and cultivate loyal customer groups with loyal employees. [3] Management is based on talents, and the focus of hotel competition is the market. The key to win the market is professional management talents. For knowledgeable and capable management talents who want to work in hotels, we should provide them with a platform to dare to do things and give full play to their specialties. 3. Brand-centered brands are based on the understanding of market analysis. Brands should rely on high-quality services, high-quality products, excellent facilities and environment, as well as national cultural characteristics, regional characteristics, enterprise characteristics and actual market demand. Fourth, the unique strategy of market management is to understand the market, analyze the market and guide the market. It is necessary to spend money on hotel market environment analysis, hotel market price setting analysis, hotel product quality analysis, hotel price setting analysis, sales analysis and setting, distribution channel analysis and setting, business information collection, market information collection and analysis, and in-depth investigation and understanding of guest files. A business plan that meets the market demand. Taking learning as the driving force, strengthening staff training and learning is an inexhaustible driving force for the growth and development of hotels. Establish long-term hotel planning, deepen the reform of communication mechanism between guests and employees, establish a systematic and continuous employee training system, create an academic learning model, implement award-winning learning, apply what they have learned, and improve the professional quality and actual service quality of employees through training and learning. To build a new business model with characteristics, hotel management should keep up with the market demand and development, and keep up with the needs of guests, so as to establish a new management mechanism with characteristics, [1] establish innovative organizations, [2] establish innovative systems and policies, [3] carry out innovative service activities, [4] popularize innovative achievements, [5] establish the image of the market itself, [6] cultivate core competitiveness, [7].