Some knowledge of hotel management!

Hotel management is one of the top ten hot industries in the world, and senior hotel management talents are always in short supply worldwide. In recent years, in the international talent market, hotel management talents have been in short supply. With the success of the 2008 Beijing Olympic Games, and the 20 10 Shanghai World Expo and more and more international large-scale events to be held in China, there is an increasing demand for professionals in tourism and hotel management in China. Hotel management level is generally in the form of pyramid, from the bottom to the top of the tower, from wide to narrow. The higher the management scope, the more difficult and the smaller the management scope. At present, the common hotel management in China is linear functional management. In this management system, leaders, managers and waiters at any level should be clear about their business scope, job responsibilities, work skills and knowledge. Hotels are generally divided into four levels: (1) waiter operation level. In order to provide high-quality service to guests, hotels must be reflected by the service of waiters. Therefore, the waiter's quality, personal image, etiquette, courtesy, language communication ability, adaptability, service skills and service skills are important conditions for the hotel to improve service quality. In short, service personnel should be clear about their responsibilities, service procedures, service quality standards, service skills and theoretical knowledge in accordance with the post responsibility system, and be responsible to the supervisor (foreman). (2) The supervisor (foreman) is mainly responsible for arranging the daily work, supervising the service work of the team's waiters and checking whether their services meet the hotel's service quality standards at any time. As a supervisor (foreman), you should also assist the waiters in this class to work or provide services at any time. Especially in the peak service period, or in the case of insufficient service personnel, the foreman must personally participate in the service work, so the foreman must have high service skills and service skills, be an example for the waiters in his class, and be the organizer and commander of the service site. Otherwise, he has no right to lead the waiters in this class. The supervisor is responsible to the department manager and the foreman is responsible to the supervisor. (3) The department manager is mainly responsible for the division of labor, leadership, command and supervision of the personnel in this department. At the same time, it is also responsible for formulating the work plan of the department, reporting the work of the department to the next higher level, and determining the business policy and service standard of the department in order to obtain the greatest economic benefits. As a department manager, you should not only have the ability to organize and manage training, but also be familiar with the service standards and processes of the department, as well as have practical work experience and certain service skills. The department manager is responsible to the general manager. (4) General Manager's decision-making layer The general manager of the hotel is mainly responsible for formulating the business policy of the enterprise, determining and looking for the tourist market and development goals of the hotel, and making decisions on major business issues such as the hotel's business strategy, management means and service quality standards. In addition, we should select and train high-quality managers to guide public relations propaganda and foreign business contacts, and constantly improve the reputation and popularity of the hotel. The general manager is responsible to the board of directors. Hotel is a service industry facing the society. To complete customer service, all departments need to cooperate closely and all positions work together. This requires unified management principles to maintain the operation of the hotel. (1) The principle of being responsible for the direct supervisor. Every employee has only one supervisor and is only responsible for his direct supervisor. Direct supervisors guide, arrange, inspect and supervise the work of subordinates, forming a vertical leadership model of first-level management. Each employee only accepts the instructions of one boss, the subordinates do not overstep their ranks, the superiors do not exceed their authority, and they are responsible for their own duties and obligations. (2) The principle that the second line serves the first-line departments. Front-line departments are at the forefront of customers. They regard the customer's demand as their responsibility, and the customer's demand is the order. In order to ensure the smooth customer service mechanism, the second-line departments should establish the overall situation awareness and service awareness to ensure the smooth work of the first-line departments. (3) Authorization Principle In order to improve management efficiency and arouse the enthusiasm of subordinates, bosses should learn to authorize, instead of taking all major and minor matters into their own hands. Empower those subordinates who have a sense of responsibility and strong working ability and trust their ability. ④ The principle of time management The working characteristics of the hotel determine that any service activities have time requirements. First, there are time standards for customer service, and second, there must be time regulations for the internal operation of the hotel. This requires managers to firmly establish the concept that time is money. ⑤ Communication and Coordination Principle Communication and coordination in hotels are very important, emphasizing the need to strengthen effective and active communication between superiors and subordinates, between departments and within departments to ensure smooth communication. ⑥ Goal principle Goal is the requirement that every manager abides by, and every manager should conscientiously complete the set goals. Goal is a kind of pursuit, but also a kind of pressure. Edit the ten elements of hotel management in this paragraph. One purpose: customers are God and repeat customers. Two attitudes: heart and smile. Three concessions and three lightness: give way to the seat and give way to the elevator (stairs); Walk lightly, talk lightly and act lightly. Four diligence: eye diligence, mouth diligence, foot diligence and hand diligence. Clean: clean tooling, clean individuals, clean linen, clean service supplies and clean environment. Six Arrivals: The guests arrived, smiling, warm, welcome, respect and service. Six are the same: foreign guests are the same as domestic guests, new guests are the same as regular customers, leisure time is the same as busy time, inspection is the same as not, leaders are present or not, guests have different attitudes and services are the same. Seven sounds: welcome, greeting, honorific words, thank you, apology, reply and seeing the guests off. Eight services: standing service, smiling service, active service, respectful service, flexible service, family service, promotion service and tracking service. Specification: service, appearance, standing, squatting, gestures, language, guidance, hospitality and skills should be standardized. Ten initiatives: take the initiative to greet, lead the way, introduce the situation, serve the guests, promote sales, take care of the old, the weak, the sick and the disabled, carry luggage, press the elevator, and solicit opinions from the guests. Hotel management system The quality of a qualified hotel manager can include three aspects: basic quality, professional and technical quality and management quality. (1) Managers should have healthy bodies and good professional ethics; Good psychological quality, the hotel industry is a profession with long working hours and great work pressure. Without good ability to withstand setbacks and adaptability, it is difficult to make a big difference in this industry, let alone become an excellent management cadre. Managers should also have a broad mind, an open mind, tenacious perseverance and willpower, and personal self-control. (2) Professional and technical quality. As a manager of a department, you should be very familiar with the professional knowledge and workflow of this department. If a cadre at the front desk is unfamiliar with the operation of the front desk and the room manager has never worked in a room, it is very difficult to manage this department well. (3) Management quality. You must be familiar with the five elements of management: planning, organization, coordination, control and encouragement. You need to have business management knowledge such as quality management, financial management and human resource management, as well as hotel knowledge. Can skillfully use the skills of planning, organization, leadership, motivation, communication, innovation, crisis management, teamwork and so on in company management. To become a qualified management cadre, I think we must carry out continuous training from the following points: 1. In terms of management ability, "a soldier will make a nest." The absence of managers will lead to the failure of a team, a department or even an organization. Management ability is mainly reflected in system management and employee management. Whether a hotel's system is implemented well or not, the biggest relationship is not the system itself, but the management will play a decisive role. And management is to use an effective system to restrain irregular behavior. To make good use of the system, we must first formulate the management system and daily operation system suitable for the hotel. There are laws to follow. Managers must take the lead in implementing the system from themselves and always supervise and inspect the implementation of the system. Secondly, staff management, staff is the most important part of the hotel. If you manage the staff well, you will manage the department well. As a manager, you should be able to motivate employees. Let employees know about the hotel, have confidence in the future of the hotel, have trust in the hotel leaders, are willing to pay for the hotel, and can develop and progress together with the hotel. Usually close contact with employees, leadership at work, friends in life, no level restrictions. The best hotel management methods are location management and site management, because site management is the best way to find and solve problems. 2. Personal image As a hotel manager, your image is extremely important. First of all, he must give people a more serious and close feeling. Then he must constantly improve his image, and his hair should be capable. He shouldn't have long hair and nails, and keep a professional and happy smile. The hotel has repeatedly stressed not to smoke. The purpose is not only to keep managers healthy, but also to standardize their own image, set an example for employees and serve guests. Imagine how a waiter who smells like tobacco can serve his guests. 3. Communication Skills As a hotel manager, he has to constantly communicate with guests, leaders, colleagues and junior employees every day, so the communication skills of the manager are very demanding. The manager should be careful about every sentence, what to say on any occasion and how to say it. Does what you said have any effect? These are all issues that managers must seriously consider and consider. A very important point in communication is the control of tone. If a sentence is said in a different tone, it will have different effects. On the other hand, language ability is related to foreign language ability. As a manager of the hotel industry, with the deepening of globalization, people from different countries and regions on the earth are getting closer and closer, and they have not mastered certain foreign language communication skills, and they become "dumb" when serving guests from other countries and regions, and the service effect will definitely be greatly reduced. On the other hand, in communication, don't play the leading role everywhere. Hard and arrogant words such as "I command" and "you must" should be used carefully in managers' dictionaries. I have a deep understanding of this. With more discussion and more polite tone, things will go smoothly unexpectedly. The higher the position, the more modest the attitude, the higher the image, and the more people will listen and serve. 4. Self-discipline A qualified manager's own behavior not only affects his personal prestige and image, but also affects the development and management of the hotel. A dignified, upright and rigorous manager will positively affect the personnel behavior norms of the whole department and even the whole hotel. If he is careless, arrogant and careless, then his employees will definitely be sparse and slack, which is a negative "exemplary" role. There is an old saying in China: "Learn from others, fish begins to stink at the head." What kind of leaders bring what kind of employees. Therefore, the behavior of managers must be standardized and conform to the company's standards. In the early stage of the hotel, there was a special blog to discuss the phenomenon of "IBM" ("big mouth") within the company. As a manager, we should pay more attention to our words and deeds, and resolutely do not say what we should say, what we should say, and what is not conducive to stability and unity. Employees are required to arrive at their posts 15 minutes in advance, and as a result, management cadres step on the spot every day and even arrive late. How to convince employees? At this point, including business ability, employees will be convinced of strong business leaders. You require employees to conduct C/I every 3 minutes and C/O every 5 minutes. As a result, your two basic front desk operations have no effect, or you ask employees to grab a room for 20 minutes, but you need an hour. That employee can't really admire you. In self-reflection, managers can't make the same mistakes repeatedly. It is human nature to make mistakes. But introspection after making mistakes is very important, and it is also an important step for a manager to grow up. A manager may make a mistake for the first time because he doesn't know and he can forgive. He may have made a mistake for the second time because of carelessness, but if he makes the same mistake for the third time, it can only be said that it is intentional, but it cannot be forgiven. Not afraid of making mistakes, afraid of not summing up and not reflecting. It is terrible to know that it is a mistake but not correct it. 6. It is easy to find problems in solving problems, but difficult to solve them. As a manager, you must first have the ability to find problems. When problems are found, there must be standards and norms. These standards and norms are not subjective, nor are they built behind closed doors, nor are they copied from past experience, but are the operating norms and standard processes of hotels. This standard is the fundamental reference for finding problems. When problems are found, it is necessary to propose feasible solutions to solve the problems without increasing or slightly increasing the cost. This is the key factor to test whether a manager is qualified. Look for ways to succeed, not excuses for failure. I suggest you buy modern hotel management: books or CDs published by Peking University Audio-visual Publishing House. Thank you for your adoption.