How to improve hotel efficiency

20 14 almost all high-end catering enterprises have put forward the transformation, however, many enterprises' transformation is not smooth, and high-end hotels have closed down. So, why can some of them be transformed successfully?

There is a successful example in Beijing (Hotel A), where customers have changed from public spending to ordinary consumers' own pockets.

Behind the meticulous service is the high morale and passion of Beijing (a hotel) employees, who are full of confidence in the future of themselves and the enterprise, and the innovative ideas of employees working together in Qi Xin emerge one after another. Behind these appearances is the "family culture" created by the managing director of a hotel in Beijing: treating employees as family members, guests as relatives, society as benefactors, suppliers as friends and shareholders as brothers. In the general manager's view, only through self-driving rather than other driving can employees become engines, not gears. In this way, employees can spread their love to customers and colleagues. Therefore, in Beijing (Hotel A), when recruiting employees, we should not only look at education and experience, but also pay attention to the combination of ideas.

Beijing (A Hotel) believes that "only satisfied employees can have satisfied customers", and because the customer base of Beijing (A Hotel) is high-end, which requires employees' taste is not high, so the concept of Beijing (A Hotel) is that all employees are gentlemen and ladies and serve them. To this end, the company provides high-quality accommodation for employees, sends teachers to conduct "one-on-one training" for new employees, authorizes employees to meet the individual needs of customers, insists on not laying off employees or reducing wages when enterprises encounter difficulties, and establishes many "non-government" societies for employees, enriching their spare time and giving them a big lesson in corporate culture.

Inverted pyramid model

Treating employees as family members is the premise of providing quality services to customers. However, if the relationship between employees is not smooth, the quality service shaped by family culture may be difficult to last. For example, the waiter wants to give the guest a bowl of Sydney soup, but the chef doesn't cooperate. What should I do? Beijing Banquet designed an inverted pyramid team model as a mechanism guarantee for family culture.

This inverted pyramid mode is: the last process does not say no to the next process, the second-line departments do not say no to the first-line departments, the superiors do not say no to the difficulties raised by the employees, the subordinates do not say no to the orders of the superiors, the inspectors do not say no to the questions raised by the inspectors, and all the employees do not say no to the guests. The service concept of Beijing (a hotel) is to always put the needs of customers first. Therefore, whoever is closer to the customer in service will have greater command, so that those who can hear the sound of guns can command the battle.

Touching customers' service is undoubtedly the foundation of its foothold, and behind this touching service is actually a kind of "people-oriented" family culture full of affection and an incentive system that pursues fairness and lets employees see hope. The work enthusiasm of Beijing (a hotel) employees comes from their happiness.

The world of mortals culture provides enterprises with the www.hongchen.net.cn of "enterprise vitality reengineering" and "enterprise management reengineering and upgrading".