How to refine management and reasons?

At the beginning of China Hotel's business, a little thing happened that reflected the differences between Chinese and foreign management cultures, but it contained a big problem, a problem about management and rationality.

The incident was caused by a foreign department manager checking the guest room. Not only did he check the floor, curtains and bathroom with his eyes, but he also reached out and felt around and found that everything was clean, without any dust, and the bed was neatly laid. Just when he nodded with satisfaction, he found a serious problem: the cup on the coffee table was facing the wrong direction.

When we say that the direction is wrong here, we don't mean that the teacups are not placed neatly, but that five words related to the hotel brand are missing from the teacups, which are "China World Hotel". According to the regulations, the words "China World Hotel" on the cup should face the door, so that guests can see it as soon as they enter the door, so as to convey the brand image of the hotel. In addition, the small box of matches is not placed behind the ashtray, but beside it. This makes foreign managers very angry. He scolded the waiter Xiaowen in public, saying that she was careless, irresponsible and didn't know the rules.

Xiaowen is a Guangzhou girl of 18. As soon as she joined the company, she couldn't stand being scolded in public and contradicted the manager. She said it was just a trivial matter, which didn't affect the service quality of the hotel and the guests wouldn't care. You're obviously finding fault in an egg, making a mountain out of a molehill and deceiving others too much.

Is it a "trivial matter" to put the wrong cup?

Such a conflict was an uproar that day. On the same day, the foreign manager who was contradicted was also very sad. He went to talk with manager China. Manager China said sincerely that in our social system in China, the superiors are people and the subordinates are people. Everyone's relationship is equal. Only by loving and persuading employees can employees accept your criticism and education. They are not used to blunt instructions and always think that only capitalist countries will treat workers like this.

The foreign manager suddenly realized that there was a gap between us in management methods and concepts. Do not understand the national conditions. I only tell the truth. I saw that she was careless, had no brand awareness at all, and didn't pay attention to the working methods in a hurry. He thought all night. The next day, he appeared in the guest room that Xiao Wen was cleaning. Filial piety is a little startled. They all looked at the cups on the tea table. This time, the teacup is right. At that moment, they smiled at each other, as if yesterday's "grievances" had been erased. He came to apologize to Xiao Wen. He said it was my fault that I yelled at you in front of everyone yesterday, which hurt your self-esteem. However, the arrangement of cups must be particular.

From the perspective of brand management, it is not a trivial matter to put the word "China World Hotel" in a conspicuous position, but an important event to convey the brand image of the hotel through details. Brand is both the starting point and the end point of management, and all the quality services provided by the hotel are condensed in the brand.

There is an old saying in China: Only reasonable people can be reasonable. Xiaowen was moved by the foreign manager's reasonable attitude and won the respect of his subordinates in just a few minutes. Since then, Xiao Wen has paid special attention to such details, and he has a sense of seriousness.

This matter touches on the core issues of enterprise management: strict management, caring, understanding and respecting people; We should not only strengthen ideological education, but also patiently persuade, explain the truth and mobilize the enthusiasm of employees. It is correct that foreign managers have formulated strict systems for hotel management, paying attention to standardization and scientificity; On the other hand, they often regard their relationship with employees as a master-servant relationship. When employees make mistakes, they reprimand and punish others with a rude attitude, lacking understanding, respect and love for employees.

Later, the hotel set up special training courses in view of the attitude and way of the superior criticizing the subordinate, as well as how to do a good job of supervision and how to effectively solve contradictions. The hotel's own corporate culture has been refined in the mediation of differences and conflicts, and accumulated again and again.

More than a year later, Xiao Wen was named as the "service ambassador" of the hotel. When introducing her own experience, she talked about the enlightenment of this "little thing" to her. Soon, she was promoted to supervisor, and it was her turn to tell the story of teacups to new employees.

In the work, whether the management is reasonable or not, every small link may cause big problems. Improper management rules may lead to corporate image damage, and unreasonable management may lead to dissatisfaction, thus affecting the implementation of management. Therefore, regardless of management or rationality, we should pay attention to details, so as to establish the brand image of the enterprise.