A complete set of hotels

1, hotel control management system

1) The production of intangible service products depends on employees in various departments and positions, and the reception object of this intangible service product is the guests. There is a process of giving and receiving services. To ensure that the whole process is in a standardized and high-quality state, it is necessary to establish a set of effective control and management rules and regulations throughout the hotel.

2) Steps to implement control management:

The first step: define the work objectives and formulate unified standards. Standards are very important for control and management, and are the basis for evaluating work measurement and quality, including time standards, cost standards, quantity standards and quality standards.

Step 2: Measure and check the actual working conditions, start, process and end. In order to check the work progress frequently, hotel managers usually make charts according to the information and requirements, so that the work progress and tasks can be seen at a glance, so as to find problems as soon as possible, analyze and deal with them, correct mistakes and guide them correctly.

Step 3: Compare the progress with the standard and analyze the differences. We should take an objective attitude, analyze the reasons and investigate the responsibility until we have a satisfactory answer. The analysis should be based on the current objective situation. Such as: the control and management of things, money and people.

Step 4: Correct mistakes or wrong actions and behaviors in time to ensure that all hotel operators and operations are under effective control and management.

3) the way and content of control

There are three basic methods: pre-control, field control and feedback control.

(1) lead control. The purpose is to focus on controlling the input of hotel resources, including: effectively controlling the input of manpower, material resources and financial resources.

(2) Field control. This is a control problem, mainly to supervise the ongoing work process to ensure the expected goals. There are two points in on-site control: one is to guide subordinates to work according to the correct methods and procedures, and the other is to supervise the working process of subordinates to ensure the expected results are achieved.

(3) Feedback control. The contents include quality, variety, price, quantity, etc. , and service attitude, service time, service mode, service content, etc. , mainly based on work standards to measure past work results, find deviations, correct the future, and ensure compliance with standards.

(4) Control of key links

The hotel mainly uses facilities and equipment to provide various services for its guests. This process is very random and on-site. So we must control the key links according to our own characteristics. The main contents are: personnel management, product quality, service quality and cost consumption.

(1) personnel management control. Humanism is the biggest cost of hotels. The development and management of human resources is the fundamental premise of whether the service quality can reach high quality, especially the level of middle-level and grass-roots managers and the quality of employees in important positions. It is necessary to ensure that the control right is in the hands of the general manager, and the general manager should conduct scientific and effective assessment and analysis in stages, so as to be able to go up and down.

(2) product quality control. The importance of product quality lies in formulating quality standards and strictly implementing them. For example, successful hotels tell us that we must formulate unified standard dishes, including color, fragrance, taste, shape, utensils, quality, nutrition, hygiene, quantity, size and quantity. Only by strictly observing and standardizing cooking can the quality be stabilized, and stability can be talked about as high quality.

(3) Control of service quality. Mainly through the standardization, proceduralization and formulation of service work. And through the original records, handling customer complaints and other measures to ensure the improvement of service quality.

(4) Control of cost consumption. First, formulate cost consumption standards, such as food cost, single room cost, personnel cost, management cost standard, etc. The second is to strengthen cost accounting, procurement, acceptance, distribution, use and assessment. It is necessary to arrange various proportions, tell them how to reduce cost consumption and improve economic benefits with figures, and set prices on this basis.

2, subordinate manager's performance appraisal and standards

Department manager's commitment form

inside

Job description and specific requirements:

Signature of Executive General Manager:

I have received your new work instructions and requirements, and I have understood the content and quality requirements; I hereby declare that I promise to perform my duties according to the relevant contents and quality requirements of the work instruction.

Signature of department manager:

date month year

If the executor makes mistakes or leaves his post without leave, fails to complete the signing work according to the work instructions issued by the general manager, and is willing to accept the economic and various administrative penalties given by the superior, I have no regrets.

Signature of department manager:

date month year

Supervisor's commitment form

inside

Job description and specific requirements:

Executor _ _ _ _ _ _ _ manager's signature:

I have received your new work instructions and requirements, and I have understood the content and quality requirements; I hereby declare that I promise to perform my duties according to the relevant contents and quality requirements of the work instruction.

Signature of department head:

date month year

If the executor makes mistakes or leaves his post without leave, fails to complete the signing work according to the work instructions issued by the general manager, and is willing to accept the economic and various administrative penalties given by the superior, I have no regrets.

Signature of department head:

date month year

Foreman's commitment form

inside

Job description and specific requirements:

Executor _ _ _ _ _ _ _ manager (supervisor) signature:

I have received your new work instructions and requirements, and I have understood the content and quality requirements; I hereby declare that I promise to perform my duties according to the relevant contents and quality requirements of the work instruction.

Signature of department foreman:

date month year

If the executor makes mistakes or leaves his post without leave, fails to complete the signing work according to the work instructions issued by the general manager, and is willing to accept the economic and various administrative penalties given by the superior, I have no regrets.

Signature of department foreman:

date month year

Step-by-step manager commitment form

Xx hotel "post responsibility system"

Signature of the executor's chairman:

I have received the post responsibility system of the general manager, and I know the details of the system. I hereby declare that I promise to perform my duties according to the system and carry it out.

Signature of General Manager: _ _ _ _ _ _ _ _ _ _ _ _

date month year

Signature of Executive General Manager:

I received the post responsibility system of the house director, and I know the details of the system. I hereby declare that I promise to perform my duties and implement them according to the system.

Signature of Room Manager: _ _ _ _ _ _ _ _

date month year

Signature of executive room manager+:

I have received the Post Responsibility System for Front Office Managers, and I know the details of this system. I hereby declare that I promise to perform my duties and implement them according to the system.

Signature of Front Office Manager: _ _ _ _ _ _ _

date month year

Signature of Executive Front Office Reception Supervisor:

I have received the responsibility system of the receptionist, and I know the details of the system. I hereby declare that I promise to perform my duties and implement them according to the system.

Signature of receptionist: _ _ _ _ _ _ _ _ _ _ _ _

date month year