How to do well the training and management of hotels?

Because hotel enterprises are human resource-intensive enterprises, the internal management of hotels is largely the management of people. In order to better implement the principles and policies formulated by the hotel and keep the hotel consistent from top to bottom, it is particularly important for Qi Xin to work together to achieve the expected management objectives of the hotel and improve the overall execution of the hotel.

A successful hotel meeting not only plays the role of arranging hotel work, but also plays the role of unifying thoughts, correcting understanding, training and improving. The meeting quality organized by a hotel can show the management quality of a hotel.

Therefore, hotel executives should fully realize the role of regular meetings at all levels in hotel management, formulate and improve the corresponding regular meeting system at all levels of the hotel, and help managers at different levels to hold meetings at corresponding levels to achieve twice the result with half the effort in hotel management.

So, what levels of meetings do hotel management usually hold? Generally speaking, hotels usually hold regular meetings, including: store affairs meeting (all staff meeting), general manager's office meeting, department manager meeting, middle-level cadre meeting, department management meeting, team meeting, coordination meeting, training meeting, morning meeting and so on. For hotel managers at all levels, how can we organize and hold these meetings well? Below, let's discuss it in detail:

1. Main regular meetings held by the hotel and their contents:

1. Store meeting (all staff meeting)

The hotel business meeting is also called the hotel staff meeting. Its organizer is the general manager of the hotel, and all the people attending the meeting are hotel employees. The general store affairs meeting (staff meeting) is held once a month in the off-season and once a quarter in the peak season. Due to the inconsistency of the comprehensive quality, management level and speech level of hotel managers at all levels, all kinds of necessary work information of the hotel are often distorted in the process of transmission, which leads to confusion of employees' thoughts and the hotel's work indicators can not meet the hotel's expected management objectives. Therefore, it is particularly necessary to hold a general meeting of all hotel staff to unify their thinking and correct their understanding. Informing employees of the hotel's recent work plans and achievements can not only satisfy employees' right to know, but also improve employees' enthusiasm for participating in and discussing state affairs and fully stimulate employees' creative enthusiasm in their work. Because all the participants in the in-store meeting are employees, the organizer of the meeting should carefully prepare materials, collect the concerns of hotel employees, summarize the recent operation of the hotel, the expected work plan, and the concerns of employees. , and convey relevant information to all hotel employees through meetings. At the same time, taking the hotel staff meeting as an opportunity, advanced hotel staff can be invited to speak on stage every month and quarter to encourage the advanced, promote the general and promote the backwardness. Hotel staff meetings can also be free from specific schedules. Whenever major hotel activities start or end, all staff meetings must be held in time to mobilize or summarize.

2. General Manager's Office Meeting

The general manager's office meeting is the highest-level management meeting held by the hotel. The organizer of the general manager's office meeting is the general manager of the hotel, and the participants are the general manager, deputy general manager, assistant to the general manager and other members of the general manager's office meeting. According to the needs of the meeting, managers of relevant departments can also be temporarily arranged to attend. In addition to discussing the hotel development strategy, summarizing the hotel's work in that year and agreeing on the work plan for the coming year, the general manager usually holds a meeting once a month, or at the temporary notice of the general manager according to the work needs. The content of the meeting is generally to summarize the overall work of the hotel in the near future, check the completion of the hotel budget work, arrange and deploy the work plan for next month, and exchange and coordinate information with the hotel senior management. The shareholders' meeting of the hotel mainly discusses the strategic level of hotel development and the appointment and dismissal of key personnel.

3. Department Manager Meeting

The meeting of hotel department managers is usually held once a week, usually on Monday, and the meeting is presided over by the deputy general manager of hotel operations. The agenda of the meeting is mainly for the managers of all departments of the hotel to report to the general manager the work completion of the department last week, the work plan for this week, the problems existing in the work and the work that needs coordination and instruction. Then, the general manager of the hotel comments on the work of each department and conveys relevant information. The general manager should not have a specific attitude when commenting on his work. He will vigorously carry forward the praise and severely reprimand the criticism until he rewards and punishments according to the hotel's various work systems. At the meeting, the deputy general manager of operations will make specific arrangements for this week's work. Finally, the contents of the meeting are recorded and archived by the relevant personnel in the general manager's office, and the general manager decides whether to distribute the meeting minutes according to the needs. The relevant personnel in the general manager's office and the quality inspection personnel of the human resources department are responsible for supervising and checking the task completion of each department and feeding back to the hotel executives in time.

4. Meeting of middle-level cadres

The meeting of middle-level cadres is usually held on Friday afternoon, and the participants in the meeting can be expanded to lead classes. Compared with other hotel-level meetings, the training function of middle-level cadre associations is greater than the management function. In addition to the routine summary and briefing of this week's work by various ministries and commissions, it is more important to use this time to train all middle and primary managers of hotels in management knowledge, boost the morale of middle and primary managers and play a role in cultivating reserve management cadres for hotels. Training lecturers can be held by members of the hotel general office and department managers in turn, and can also hire people from colleges or industry experts to teach in the hotel as needed.

5. Department management meeting

The host of the regular meeting of department management is the department manager, and the participants are the supervisors and class managers of the departments under their jurisdiction. The agenda of the meeting is mainly to decompose the work and departmental work plans issued by the hotel, assign tasks to each team, and put forward clear completion time and quality requirements. And put forward opinions on the development and completion of work in various areas under their jurisdiction. In order to encourage advanced employees and cultivate reserve grass-roots managers, advanced employees can be invited to attend the meeting to play an incentive role.

6. Team meeting

The team meeting will be presided over by the foreman. The agenda of the meeting is mainly to comment on the work of the team and decompose the specific tasks of the team into people. The time arrangement of team meetings is flexible, which can take the form of morning meetings or when employees hand over. Due to the limited comprehensive quality of grass-roots managers, department managers should carry out necessary meeting knowledge training for shift managers and attend team meetings to give guidance. The more grass-roots meetings, the clearer the organization, the more specific the work arrangement and the more detailed the tasks.

7. Coordination meeting

Hotel work is complicated, and a reception task often involves all departments of the hotel, so a special coordination meeting is essential. Hotel coordination meetings can be divided into two types. One is the morning meeting that all department managers of the hotel must attend. The meeting was presided over by the vice president of operations, reporting the customer situation of the day and solving the problems that need to be coordinated. The second is the departmental special work coordination meeting, which is generally held once a month as needed. If there is no need for coordination, it will be cancelled. Coordination issues are collected and sorted by all departments, submitted to the vice president of operations for consideration, and the office arranges the time. It should be pointed out that related coordination problems should be solved privately by the managers of relevant departments as far as possible, and those that cannot be solved privately should be submitted to the meeting for coordination. The coordination meeting must achieve the goal of coordinating and solving problems, and must not be held as a wrangling meeting. The meeting host (deputy general manager of operation) must investigate the problems that need to be coordinated in advance, and make a decision on the spot after discussion at the meeting, so as to achieve the purpose of coordinating and solving problems.

8. Training sessions

The training will be organized and implemented by the human resources department according to the overall training plan of the hotel. Generally speaking, the overall hotel training (such as fire safety training and management training) is organized and implemented by the Human Resources Department. For each department's training meeting, each department of the hotel will make its own training plan, which will be organized and implemented by each department after being submitted to the Human Resources Department for approval, and the Human Resources Department will be responsible for supervising and checking the training effect of each department.

Two. Disciplinary requirements, organizational procedures and procedures for convening meetings

The hotel atmosphere reflects the work style of a hotel employee and the management level of the hotel, so the top managers of the hotel must implement standardized management of the organization and convening process of meetings at all levels in the hotel.

1. Meet the requirements of regulations.

The general discipline requirements of the hotel for various meetings: 1) require the participants to arrive at the meeting place in advance and sign in on time. Those who are late and do not attend the meeting will be punished accordingly. 2) Participants must bring notebooks and pens to keep meeting records. 3) Participants must wear work clothes according to the hotel regulations. 4) Participants must abide by the order of the meeting place and must not whisper to each other. 5) Meeting participants must turn off communication tools at the beginning of the meeting. If there is an emergency, the conference staff can convey it. 6) All departments of the staff meeting must abide by the prescribed admission time and order, take their seats in the prescribed positions, and leave in order after the meeting. Hotel quality inspectors sit in the last row of the meeting to supervise and check the meeting discipline. 7) The speeches at the meeting shall be completed within the specified time according to the specified speech sequence. If the speaker who has not been specified in advance needs to speak, you can ask the moderator for approval in the form of notes. 8) If there are objections to the questions raised by the meeting host and the main organizers, they can be reflected separately after the meeting, and the agenda of the meeting shall not be interrupted, and they shall not defend themselves on the spot.

2. Organizational procedures of the meeting

For hotel-level meetings, the general manager's office should issue a meeting notice to inform the hotel lobby and guest room. The front office is responsible for the control of the conference room, and the housekeeping department is responsible for the layout, preparation and service of the conference room. The general manager's office should also publish the list, place and time of the participants in the hotel-level regular meeting in advance. If there is any change, notice will be given separately. At the same time, the hotel office is also responsible for the guidance and acceptance of the meeting venue layout, the recording and notification of the meeting content, the tracking and inspection of the meeting, and the human resources department is responsible for the inspection of the meeting venue discipline. If you need to take photos, videos and other publicity work, the hotel public relations sales department is responsible for coordinating the news media. If all departments of the hotel need a meeting room, they can fill in the meeting notice and follow the prescribed procedures after being approved by the vice president in charge. The organization procedures of departmental meetings shall be implemented with reference to hotel procedures.

3. Meeting minutes

Hotel-level meetings are generally presided over by the direct subordinates of the general manager (deputy general manager of operations) and are responsible for the control of the meeting process. After all the participants arrive, the host will ask the general manager whether the meeting will start, and then speak in the order specified in advance. The speaking time is generally controlled within 5 minutes, and the host will remind you of the timeout. The report of the department manager mainly includes: the work completion of the department last week, the work plan for this week, the problems existing in the department, the problems that need to be coordinated, and the advanced employees that need to be promoted. After the department manager reports, the host asks the general manager to make a job evaluation. Then, the meeting host (vice president of operations) arranges this week's work. After the agenda of the meeting was completed, the host asked the general manager whether to end the meeting, and finally, he left in turn.

Three. Implementation of the outcome of the meeting

Any hotel meeting is held to solve problems, and hotel meeting is a work form for hotel leaders to solve problems. Any resolution reached at the meeting will be implemented in the end. Therefore, hotel leaders at all levels must do a good job in the implementation of the meeting. The resolution made at the first-level meeting of the hotel can be followed up by the general manager's office of the hotel and the human resources department (responsible for hotel quality inspection). The resolutions formed by the meetings of all departments shall be followed up and implemented by the management personnel of all departments.

Finally, it needs to be pointed out that meetings, as a necessary means of hotel management, must be scientifically planned, carefully arranged and carefully prepared. The setting, procedures and rules of the meeting should be constantly adjusted and reformed according to the situation in order to improve the efficiency of solving problems. Unnecessary meetings must be compressed, and don't have meetings for the sake of meetings. At the same time, managers should not regard the meeting as a place to show authority, act arbitrarily and not listen to any different voices; Don't turn the meeting into a democratic meeting. Everything is inconclusive and empty talk. After the meeting, we must do a good job in implementing the contents of the meeting, which is the key to managing the hotel through the meeting.