Eight points of hotel management

Hotel management is no small matter, any link of hotel management may be crucial, and every detail of hotel management may be related to success or failure. To sum up, hotel management is inseparable from the following eight things:

1, hotel quality management

What is the key to the success of the hotel? Can continuously provide high-quality products and services that meet customer requirements and can get customer satisfaction and trust. Quality management is the most basic element of hotel management, and the most basic idea is to investigate and analyze every process of hotel management, so as to determine the overall situation of quality management.

2. Hotel energy management

Strengthening energy management is an eternal topic in hotel planning, construction and operation. As a hotel manager, we should pay attention to building energy saving, equipment energy saving and personnel energy saving, and properly handle the distribution and use of energy. In a word, the goal of energy management is to minimize the energy consumption and supporting renovation project cost of the hotel throughout its life cycle.

3. Hotel customer management

Hotels achieve business benefits by providing products and services. As the recipients of products and services, customers are very important to hotels. Hotels with tourists have a foundation for survival and development, while hotels with stable tourists have valuable resources for market competition. The essence of customer management is to develop customers, serve customers, promote customers, maintain customers and enhance customer value through investigation and analysis.

4, technology research and development management

Hotel is a labor-intensive industry with low technical threshold. If powerful enterprises in other industries attach importance to this market and enter the competition, they can quickly develop hotels that exceed the benchmark operating level in terms of technology, quality and cost, and soon become strong competitors. The growth rate of new hotels is often amazing. If hoteliers can't take advantage of temporary technology and experience, seize the opportunity to continuously develop new products, continuously improve product performance and improve technology R&D management ability, it is often fatal to hotels.

5. Service site management

The service quality of the hotel has a great relationship with the interests of the hotel. Customer satisfaction mainly depends on this. Service quality is formed in this process. To control the service quality, it is necessary to strengthen the process design in advance and solve the problems such as people, facilities, materials, methods and environment that affect the process. Face customers with a good service system.

6, hotel management by objectives

Management by objectives is the most concentrated embodiment of modern enterprise management. What kind of goals should enterprises achieve in the near future? It is necessary to make a detailed plan to reflect the will of managers and the purpose of achieving progress. Management without goals means management without quality.

7. Departments and managers

(1) Department management. In the operation of the hotel, the coordination between departments is particularly important. Hotel is a whole operation, and each department plays an important role. No matter which department has problems, it will affect the overall operation of the hotel.

(2) self-management of managers. Managers must pay attention to the changes of hotel internal information and external environment in order to overcome complacency. Constantly learn and update knowledge, constantly pursue higher work goals, and maintain work vitality and exuberant vitality.

8. Hotel innovation

Innovation is one of the main means to win advantages in the fierce market competition. For hotel industry, innovation is of great significance. Because hotel products and services are easy to imitate and copy. In the case that products are easy to be copied, managers should avoid the attitude that since I launch new products and others can copy them quickly, I will not try to innovate. This attitude is not desirable. What managers need to advocate is another attitude: continuous innovation, being at the forefront of innovation in the same industry, and striving for success with new ideas.

Further reading: hotel management rules

The management of catering quality, in a sense, determines the credibility and efficiency of service units. Kitchen is the core of catering and its management is an important part of catering management. The management level and quality of kitchen products directly affect the characteristics, management and benefits of catering. First of all, the main purpose of health management in catering industry is to provide hygienic and safe meals for guests. If health management is neglected, the impact may affect many people, and its seriousness cannot be ignored. Therefore, the hygiene of catering industry is the primary condition to ensure the health of diners, and it is also an important factor affecting catering. Catering service personnel should study and abide by the food hygiene law promulgated by the state, and pay strict attention to the hygiene of food, individuals, utensils and the environment. From the perspective of food hygiene, it is generally believed that the environment of catering industry consists of four parts: kitchen, all food processing, storage and sales places, bathroom, staff locker room, bathroom and garbage room. The sanitary quality of these places is mainly reflected in the following aspects.

1. Sanitary management of walls, ceilings and floors. Kitchen walls and ceilings should be made of light-colored, smooth and oil-free materials. Cement or brick interior walls should have easy-to-clean surfaces, and all kinds of electrical circuits and water and gas pipelines should be set reasonably, which should not interfere with the normal cleaning of walls and ceilings. The kitchen floor should be paved with durable and flat materials, which must withstand repeated washing to avoid cracking, softening or slipping due to the influence of high temperature in the kitchen. General non-slip unglazed floor tiles are ideal. If necessary, anti-slip mats can be laid in passages and operating places. At the same time, the ground should have a slope, and the standard slope is 1%, which is convenient for washing, drainage and drying. Walls, ceilings and floors should be maintained in a timely manner and kept in good condition, so as not to shelter evil people from evil practices and breed pests such as cockroaches and mice.

2. Sanitary management of sewers and water pipe installations. Infectious diseases and food poisoning caused by improper installation of sewers or water pipes are nothing more than cross-installation of drinking water pipes and non-drinking water pipes, leakage of sewage pipes, blockage of sewers and backflow of sewage, resulting in pollution of food and stoves. Therefore, wherever there is sewage discharge and the ground is washed by faucets, such as rough houses, stoves, kitchen bathrooms and so on. There must be separate sewers and manholes, and the diameter of manholes should be large to avoid blockage caused by oil dirt freezing in cold season. Drinking water pipelines should have backflow prevention devices, and non-drinking water pipelines should have obvious signs. Cross installation of drinking water pipes and sewage pipes should be avoided.

3. Hygienic management of ventilation and lighting equipment. Kitchen, storage room, bathroom, dining room, dressing room, toilet and garbage room should be well ventilated. Kitchen should be equipped with smoke exhaust hood, exhaust hood, so as to discharge the oil fume, moisture, hot air and peculiar smell generated by cooking and washing, and prevent oil fume and steam from dripping on the walls and ceilings to pollute food and cookers; At the same time, there should be ventilation equipment to input hot air or cold air to adjust the temperature of the kitchen. Advanced ventilation equipment can make the air in the kitchen produce slight negative pressure, so that the smell in the kitchen will not flow into restaurants or other public places with the air. When the light is bright, dirt will be particularly conspicuous. Cleaning is impossible in a dim environment. The kitchen, warehouse, washroom and toilet of the restaurant should be equipped with corresponding lighting equipment according to actual needs. It is worth mentioning that explosion-proof lamps should be installed in important places such as kitchens and restaurants, or protective covers should be used to prevent glass sheets from hurting people or being scattered into food when the light bulb bursts.

4. Hygienic management of hand washing equipment. Hand washing equipment should include wash basin, hot and cold water, soap or soap liquid, special towel or hair dryer. Hand washing equipment should be overhauled and cleaned on time, and sanitary products should be replenished in time. The sink used for food processing or cleaning equipment and kitchen utensils in the kitchen cannot be used for washing hands.

5. Sanitary management of dressing room and bathroom. Employees' casual clothes often carry germs from the outside, so they can't be worn to work or hung in the kitchen, warehouse and bathroom. The hotel should have locker room facilities for employees to change clothes and store personal belongings when they go to work. Generally, the dressing room should not be close to the kitchen, warehouse and restaurant, and should be well ventilated and well lit, and equipped with sanitary equipment such as shower, sink and mirror. Hotels should have staff bathrooms to avoid sharing bathrooms with employees and guests. The bathroom should be fully equipped. If the automatic faucet is used in the sink, the water outlet time should not be less than 15 seconds to avoid starting the switch again. Articles such as toilet paper and soap should be replenished in time. Staff toilets should be located in hidden places, and entrances and exits should be equipped with automatic door closing devices. It is the responsibility and obligation of every employee to keep the dressing room and bathroom clean and hygienic. You can't be careless just because the locker room and bathroom are used by employees.

6. Garbage management.

(1) gaseous waste treatment. Gaseous garbage refers to the oil fume discharged by kitchen range hood. Soot not only causes pollution, but also easily causes fire, so it must be handled carefully.

(1) The lampblack shall be designed to lead out of the building, and the conduit shall be made of fireproof materials.

(2) The oil fume pipeline should be equipped with automatic gate, which can automatically close the conduit and cut off the fire path when the temperature is too high to prevent the flame from spreading. This is very important.

(3) The oil stain on the inside of the oil fume pipeline should be removed by a special person every two weeks, or plastic sheets or aluminum foils should be affixed on the inside of the pipeline for replacement. (4) When the oil fume is introduced into the treatment tank, the nozzle should be immersed in the water in the tank (oil droplets can be dissolved by soda water), and the surface of the treatment tank should be exhausted by an exhaust fan, so that negative pressure is generated in the closed tank and the efficiency of the range hood is improved.

(2) Disposal of liquid garbage. Liquid garbage includes toilet sewage, excrement and kitchen sewage. Generally, there is a special excrement discharge pipe, and kitchen sewage is directly discharged into the drainage ditch.

(1) Toilets should be flush-type, with proper lighting and ventilation, and no odor; The floor should be kept flat and dry; Every toilet needs to be equipped with a covered trash can and treated frequently; The kitchen and bathroom should not be adjacent to each other to keep the kitchen clean; There is a washstand, hand sanitizer and dryer at the entrance of the bathroom; Clean the toilet at least twice a day.

(2) When kitchen sewage contains organic matter, it should be treated and filtered before being discharged.

③ The slop bucket shall be a solid, movable and covered container, and it shall not be dumped excessively to avoid overflow; It is best to treat swill daily; After the swill is removed, the swill bucket and its surrounding environment should be washed and cleaned; When feeding swill to pig farmers, pig farmers should first disinfect, heat and deodorize; Otherwise, the swill can be separated into solid and liquid by centrifugal dehydration, and the solid can be wrapped in plastic bags and sent to the garbage truck for treatment; Liquid can be discharged into the sewage tank.

(3) Disposal of solid waste. Solid waste mainly comes from the kitchen and should be treated separately. Firstly, the garbage is divided into combustible substances (such as cartons and wooden cases) and nonflammable substances (such as broken tableware), and then put into garbage bags, various trash cans and cover the trash cans. Empty bottles and cans can be collected, sold or returned. They should be washed and put in a closed storage room to avoid attracting flies, cockroaches and mice. The remaining vegetable leaves can be crushed by a crusher and discharged into the sewer, but the sewer needs to be cut off.

7. Eliminate vector insects and animals.

(1) Control of pests and rats.

(1) Chemical control Chemical control is a method to control or kill insects and rats with chemical agents. About 75% ~ 80% people use this method to control pests and mice. Before using chemicals, it is best to consult experts from pest control or health units to determine whether the types, dosage and usage of chemicals are within the permitted scope.

② Prevention of physical division. Physical control includes killing method (killing eggs, larvae or adults of pests with bare hands or instruments), trapping method (luring insects and rats to kill with appropriate devices) and blocking method (blocking insects and rats from approaching with appropriate devices, such as netting, shielding and airflow control). ), as well as temperature treatment (killing insects and mice at the highest and lowest temperatures they can tolerate, such as exposure to sunlight or refrigerated storage.

③ Prevention of environmental zoning. Environmental prevention and division The method of keeping the environment clean and tidy to reduce the survival rate of pests and rats is mainly to eliminate the places that provide food and water for the reproduction of pests and rats. For example, all utensils and tableware related to food preparation and supply should be thoroughly cleaned and disinfected after use. Any cloth used to touch food cannot be used for other purposes. Gaps in buildings or equipment can be filled with resin sealing wax or other similar substances. Garbage and waste must be put into a sealed bucket, and the outside of the bucket should be kept clean. The sundries in the basement, storeroom, warehouse and surrounding areas should be cleaned at any time.

(2) control flies. There are many kinds of flies, but housefly is the most important one related to food hygiene. Houseflies mostly live near food or spawning grounds during the day, and like to choose rough surfaces when staying, especially the edges of utensils, such as belts or wires, especially vertical objects. At night, most flies stay outdoors, on the branches and leaves of plants, shrubs or fences; Houseflies usually stay outdoors in a warm climate. The best way to control houseflies is to prevent the division of the environment.

In addition, buildings should use automatic doors as far as possible, install screens, screen doors or air doors at external openings and doors and windows, and install fans to prevent the invasion of houseflies. Outdoor weeds are a paradise for flies and mice, which can be cut short or eradicated by chemical herbicides or lawn mowers.

(3) Control of cockroaches.

Cockroaches like to live in warm, humid, dark and food-rich places. In the daytime, I usually hide in cracks, behind cabinets, in empty boxes, on empty walls, and come out for food at night. Cockroaches need proper food, water and shelter to survive. Therefore, the prevention and control of cockroaches should focus on improving environmental sanitation. The first step is to limit the living conditions of cockroaches so that cockroaches cannot survive. Secondly, it is necessary to close or repair the entrance of cockroaches into the room from outside or near the house, paying special attention to water pipes or other similar pipes. 3% ~ 5% marathon or 1% Baigong emulsion can be sprayed on the cracks and crevices of walls, floors, foundations and cabinets.

(4) Matters needing attention when selecting pesticides. When choosing pesticides, we must consider the chemical composition, concentration, temperature, sterilization reaction time, application method, dispersion of pesticides, characteristics of disinfected objects and so on. In view of the above considerations, attention should be paid to the following points when selecting pesticides:

① It must be effective against harmful microorganisms and germs.

② Sterile, odorless and tasteless.

(3) can contact with skin and substances without causing harm; It will not corrode rubber, plastic, metal, wood, glass, etc.

④ Simple operation, economy and practicality.

⑤ Evenly wet various surfaces, leaving protective film.

⑥ It is still effective in the presence of protein and fat.

⑦ High cleaning efficiency.

⑧ It can be stored for a long time, and neither the stock solution nor the diluent will lose its activity due to storage.

8. Store cleaning tools and supplies separately. Cleaning agent, disinfectant, silver powder, ammonia water, rodenticide, pesticide, etc. , must be managed by special personnel, special storage. Except for the necessary items that can be stored in the bathroom at any time, the above items and cleaning appliances such as brooms, mops, vacuum cleaners and brushes shall not be stored in kitchens, food warehouses and storage rooms. Therefore, in addition to the containers of harmful and toxic substances mentioned above, there must be eye-catching signs to avoid taking them by mistake or misuse, and a separate cleaning room should be set up to store cleaning tools and articles. The clean room should also be equipped with a special pool, cleaning agent or disinfectant and various washing utensils. Clean cleaning tools should be put on special shelves to avoid pollution of food, catering equipment and cookers everywhere.

Tableware and environmental sanitation.

1. Hygienic management of food raw material processing equipment and kitchen utensils. Such equipment and cooking utensils include kitchen knives, chopping boards, kitchen knives, meat grinders, dough mixers, and various pots, plates, baskets, etc. Because it is in direct contact with raw materials, there is a great possibility of microbial contamination, so it is very important to clean and disinfect these equipment and cookers.

(1) knife. The knives used for raw food and cooked food should be separated to avoid polluting cooked food; It is best to sharpen the knife once a week, at least once a month. Unused knives are dry, so they should be coated with olive oil (or salad oil) to prevent rust, and then wrapped in newspaper or plastic paper for collection.

(2) chopping block. Before new use, wooden chopping boards should be coated with water and salt or soaked in salt water to shrink the wood and make it harder and firmer. After use, it should be cleaned with detergent, soaked with disinfectant, scalded with hot water or exposed in the sun to play a bactericidal role. It is best to let both sides of the chopping board touch the wind surface and dry naturally. The chopping board should be divided into cooked food and raw food. If there are too many marks on the chopping board, you'd better plane it before using it.

(3) rag. Washing with detergent, rinsing, and drying in the sun; Bleach can also be used.

(4) Meat cutting and mincing machine. Conditioning tools, such as slicers, frying and cooking equipment, conveyor belts, etc., should be made of stainless steel, rather than bamboo, wood and other moldy materials, and should be disassembled and cleaned every day. Rust can be removed with 15% nitric acid or commercial rust remover, and then washed with water.

(5) utensils and containers. Because the types of containers and utensils are different from the dirt attached, the washing methods are also different. After washing, the detergent must be rinsed clean and disinfected with hot water, steam or sodium hypochlorite. If it is disinfected with sodium hypochlorite, it should be washed with drinking water and dried. Metal utensils are easy to be corroded by sodium hypochlorite, and water residue is easy to rust metal; The utensils made of synthetic resin have low water absorption, soft material and are easy to be damaged, and the damaged parts are easy to be attached with food residues, which becomes the growth place of microorganisms, so special attention should be paid when cleaning; Plastic utensils have poor heat resistance and cannot be disinfected at high temperature, so it is best to disinfect such products with hypochlorite or other chemical methods.

(6) food mixers, vegetable cutters, etc. Wash immediately after use. The cleaning part includes the back, the shaft, the stirring shaft and the base. After cleaning, it is dried by air. After daily cleaning, 5 ~ 6 drops of mineral oil should be dripped into the shaft hole of the auxiliary force.

(7) juicer.

(1) Add clean water or warm water (40℃) to the glass container, add a little detergent, rotate it for about 10 second to clean the container, and then disassemble the parts for cleaning; Removing water, drying in the sun, and storing.

② The scraper should not be soaked in water, but should be washed under the faucet. Be careful not to cut your hand.

(3) Do not use lotion drugs (such as solvents and alcohol) to avoid surface discoloration or paint peeling.

(4) Don't splash water on the chassis, as water splashing on the motor or switch is prone to failure.

2. Hygienic management of cooking equipment and tools. The cleaning and sanitation requirements for this kind of equipment are mainly to control the generation of bad smell and improve the efficiency of the equipment. If this kind of equipment is not cleaned, it will produce a lot of oil smoke and unpleasant smell when cooking food, especially in oil pans, ovens, ovens and so on. If you don't pay attention to cleaning up oil stains and residues, the kitchen will often be filled with lampblack. At the same time, grease and food residue often affect the cooking effect and shorten the service life of the equipment.

(1) range. Before cleaning, thoroughly cool the stove and wipe the shutters with hot and wet cloth; Removing grease, cleaning the aqueous solution with a thermal engine, washing and drying; Scrape the burnt substance on the surface with a brush made of metal cotton; The heat source shall be wiped with a damp cloth and shall not be immersed in water. When the flame length is uneven, the burner can be removed, rust removed with an iron brush or flame holes pierced with fine nails.

(2) oven. The inside of the oven should be cleaned with a metal ball or a hand scraper, not with water. Open the oven door, remove stains with foam or rag stained with kitchen cleaner, wipe with wet rag, and then dry with dry rag; When there is burnt substance at the bottom of the oven, heat the oven and cool it to carbonize the hard substance, and scrape it off with a long-handled metal scraper; Wipe the oven with a dry rag for 2 ~ 3 minutes to completely remove water to avoid rusting. Wash the outside of the oven with wet clean water solution, then rinse and dry, and polish the stainless steel.

(3) microwave oven. Wipe it quickly with a wet rag after cooking; Wash utensils and shelves with foam; Wipe the surface body with a soft cloth; Do not use a sharp metal brush to scrub, and do not use oven cleaner, spray glass cleaner, chemical rag, solvent, etc. To avoid blurring, tarnishing or rusting.

(4) range hood. There should be an automatic grid, which can automatically cut off the power supply and conduit when the temperature is too high to prevent the flame from spreading. Designate a special person to regularly clean the oil stains on the pipeline of the range hood. The range hood should be cleaned every day.

(5) Cleaning of fryer. Brush the inner pot with a long-handled brush, rinse with water and half a cup of vinegar, boil for 5 minutes, rinse with water and dry, and wipe or rinse the outside.

(6) frying utensils. The frying utensils should be cleaned with neutral detergent. After use, the oil temperature thermometer should also be cleaned with detergent and dried with a soft dry cloth.

3. Hygienic management of refrigeration equipment

(1) refrigerator. The refrigerator should be drawn according to the internal storage location, indicating the food storage location and purchase time; Open the refrigerator as little as possible, and take out the needed items every time you open it, so as to reduce the power consumption and failure rate of the refrigerator; Clean the refrigerator at least once a week; All kinds of food should be packed in plastic bags or covered with cold storage to prevent its moisture evaporation; The refrigerator is not a fresh-keeping box. Food can only be put into the refrigerator when it is cooled and covered, and there should be room for cold air circulation. When putting in and taking out drinks, avoid pouring them into the refrigerator to avoid bringing odor to the refrigerator. Some acidic drinks, such as lemon juice, also corrode metals easily. It is best to put a refrigerator deodorant in the refrigerator to eliminate the smell of special food in the refrigerator and purify the air in the refrigerator.

(2) freezer. Don't expose the freezer directly to the sun; The temperature of the freezer should be kept below-65438 08℃; Food should be packaged in small quantities and put in.

4. Hygienic management of cleaning and disinfection equipment. Dishwashers, cup washers and sinks all fall into this category. The importance of keeping these machines and equipment clean and hygienic is obvious, but it is often neglected in many enterprises, because many people think that as long as cleaning agents and disinfectants are used in washing, these equipment will be clean and hygienic. In fact, these devices are stained with dirt and food residues after use, which is the best place for microbial growth and reproduction. Only by cleaning the washing machinery and equipment first can the cleanliness of the washed tableware be guaranteed.

5. Hygienic management of storage and transportation equipment

(1) Although cabinets, shelves, carts, etc. Do not directly touch food, but directly touch tableware, such as rice cookers and plates. If it is not disinfected regularly, it will indirectly cause food poisoning and infectious diseases, and we should also pay full attention to it.

(2) Catering equipment and tableware should be clean and hygienic, both of which are indispensable. If the dirt on the surface is easy to remove, if juice, jam, residual wine, soup, etc. Cleaning and sanitation of equipment and tableware can be carried out simultaneously. If the dirt is too sticky, such as grease, milk, eggs, etc. It must be washed off first and then disinfected.

(3) The cleaning and sanitation of the equipment must be carried out in strict accordance with the operating procedures. Because of the different characteristics of various equipment, managers should consider the following aspects when formulating operating procedures: equipment type; Cleaning time; Disassembly, cleaning and installation steps; Precautions for installation; The nature, quantity and water temperature of cleaning agents and disinfectants used for washing, washing and disinfection.

(4) At present, most hotels adopt the methods of tableware boiling disinfection, steam disinfection, bleaching powder solution disinfection and bromogeramine solution disinfection. No matter what disinfection method is used, the disinfected tableware should be put on a clean shelf to dry naturally, and it should not be wiped with a rag to avoid re-pollution.

(5) Managers must be aware that the sanitary level of equipment and tableware depends on the requirements of managers for employees and the specific work of employees. Therefore, it is the key to formulate equipment hygiene plan and various equipment cleaning operation procedures, and to educate and train employees.