▲△What kind of management is both reasonable and humane?...

Six Requirements for Humanized Hotel Management

Liu Yihua (Huayuan Hotel, Xiantao City, Hubei Province)

Modern hotels have paid more and more attention to the humanized management of employees , it is not only the need for civilized management of enterprises, but also the need for sustainable development of enterprises. As the main body of the hotel's external services, employees can bring you wealth or burden; they can make you famous or infamous; they can make you prosperous or bankrupt. Such a conclusion is not shocking. It is an inevitable change that economic reform brings to this fast-paced society - human changes. Perhaps this conclusion exaggerates the role of employees, but it does exist and deserves our attention. While we advocate personalized services for our guests, we also develop humanized management of our employees. Personalized service is a sublimation of the original service method, which is what the hotel needs and what the guests want. In the same way, employees are also human beings. Although their roles are different, their corresponding nature requirements are the same. While accepting management, it is understandable and should be met for them to put forward some reasonable and legal requirements that are close to their own wishes. As management, it's good to accept and meet requests, but it's more popular to get the job done without waiting for employees to ask. To some extent, management should be the most powerful logistical supporter of front-line employees. Spiritual, material, life, skills. While he receives support, he in turn gives you support. Once a hotel and its employees sign an employment contract, this mutual support will exist, continue, and develop. Therefore, it is particularly important to implement humanized management of employees from the perspective of owners. Some hotels also know the importance of this kind of management from a macro perspective, but in micro operations they are either out of shape or failing to meet the standards. Either the work is not done or there is a lot of thunder and a lot of rain, and the employees are not very satisfied. Under normal circumstances, as long as the hotel meets the seven requirements of humanized management, its work should be quite outstanding, and the employees will naturally be very satisfied.

1. Managers should have affinity

In the 1980s, when my country’s hotel industry was just starting to learn from foreign counterparts, a management theory that changed its flavor was popular for a while. That is: the relationship between managers and employees can be that of cat and mouse. It didn't matter at that time when we knew nothing about it. Looking back 20 years later, this is really a tragedy for a country with great etiquette. Fortunately, this view has been corrected, but there are still some residual poisons that have not been eliminated. There is no doubt that the personalities between people are equal. Even if there is a relationship between management and being managed at work, it does not contain elements of fear and hostility. Moreover, this relationship only accounts for a part of the interpersonal relationship, as well as thoughts, Study, life, etc. Once a manager pretends to be a cat and thinks of his employees as mice, the communication between the two will cease, awkwardness and trouble at work will begin, and both parties will enter a state of rigidity. At present, there are still quite a few managers who hold the view that all subordinates must execute the instructions I give even if they are wrong. This is an approach that overemphasizes one's authority. On the surface it seems reasonable, but in fact it damages the rapport with employees. Both parties clearly know that this approach is wrong, and you still want him to carry it out, so why show off his authority so sharply. Even if your subordinate implements it, he will definitely look down on you in his heart. Your so-called authority image will not rise but fall, leaving a shadow for future work difficulties. The normal relationship between managers and employees should be one of closeness, friendliness, mutual respect, and mutual support. Under the constraints of store rules and disciplines, this relationship should be continuously consolidated and developed. It is to ensure that all work is normal. important prerequisite for development. It is not difficult to establish and develop this relationship. The initiative lies in the hands of the manager, that is, whether you have affinity. Affinity is a force that attracts others through your words and deeds. It cannot be seen or touched, it can only be felt. Formed in two aspects. One is character. I am an optimist by nature, I love to mingle with others, and I have no scruples about my joys, sorrows, and sorrows. I show my true self to everyone, thereby gaining everyone's recognition and support; the second is to do it intentionally.

What should we do about power? We can't just ignore the regulations. It's very simple. The boss must delegate power. Some people blame our employees for being inflexible and lacking the ability to adapt to situations where employees dare not exceed their authority. This is wrong. This is the fault of the boss, who failed to delegate authority.

4. Transparent incentive mechanism

There are many aspects that involve the vital interests of hotel employees, such as merit evaluation, salary adjustment, promotion and reuse, pension and medical care and other welfare benefits. It's easy to say what's clearly stated, just follow the rules. For those sensitive and highly scalable matters, you must be cautious, operate in the sun, and do investigation, understanding, prevention, and explanation in advance. Several managers must not decide things together. In one hotel, when raising employees' salaries, an employee committed suicide because he failed to do a good job. Employees who want to commit suicide are not included in the salary adjustment. Of course, the salary will be different depending on the position. But employees don’t see it that way. Our labor intensity is about the same, and the time we spend in the store is about the same. Why do we only adjust him and not me? On the one hand, they are full of complaints and no one cares about them. On the other hand, they think they are reasonable in placing orders. How many problems will not occur? The important thing is that this approach of not taking the employees' feelings seriously hurts the employees' hearts, making them unable to feel the warmth and fairness of the hotel, and cooling their high expectations for the hotel. Afterwards, the employee complained that if the leadership had done the explaining for me earlier, why would I have committed suicide? A person lives with one breath, and a person dies with one breath. The characteristics of human nature have been described vividly, and our management should be based on evidence and act accordingly.

5. Give employees more space for activities

A hotel manager greeted the department manager and said that we as hoteliers must be mentally prepared for our wives to get divorced. The implication is that if the hotel cannot take care of the family, the wife will not be able to bear it. This is true for managers, and it is not true for our ordinary employees. Compared with employees in other industries, they not only have to bear similar labor intensity, but also bear various pressures from service. The hotel, superiors and guests will not tolerate any slightest neglect. Tiredness is a fact and determined by its nature, but we can do work to relieve stress. Stress is harmful, stress affects work efficiency, and stress affects service quality. How to reduce, how to release, the responsibility lies with the hotel. Organizing employees to carry out various cultural activities is a good way to relieve stress. Generally, hotels have a lot of activities planned when they make their work plans at the beginning of the year, but they are later canceled or postponed due to various reasons. This needs to be made up for. Employee events have many benefits. 1. It can release their work pressure so that they can take up the job easily; 2. It can cultivate their collective sense of honor and team spirit; 3. It can harmonize the relationship between managers and employees, communicate with each other, and learn from each other; 4. It can reveal their spiritual style and enhance Self-confidence;

6. Make friends with employees

Making friends has three purposes. 1 is human instinctive behavior to meet communication needs; 2 is work needs to make it more pleasant and smooth; 3 is the need to understand people’s sentiments. What employees are thinking and doing in private, what you want to know, and what they know. Without a certain relationship and a certain emotional foundation, the goal will not be achieved. Of course, it can also be obtained through relatively standardized systems. B&Q, Europe's largest warehouse-style decoration and building materials supermarket chain, has three unique features in its measures to listen to employees. 1. Hold a "grassroots meeting" (grassroots employee union) in stores and headquarters once a month, allowing employees to have direct dialogue with senior management; 2. Set up a 24-hour free recording phone for employees to report problems; 3. Entrust a professional survey company to conduct employee surveys. Pay attention to communicating the purpose of the survey in advance and designing the questionnaire to be simple and easy to answer. These effective and lasting measures have greatly assisted the company's leadership in decision-making. There are many ways to make friends. It requires managers to be courteous and open-minded, and to treat themselves as an ordinary member. In the canteens of some well-known companies, we often see bosses holding cutlery in their hands, queuing up for food and finding their own tables just like ordinary employees. This move that is suspected of being a "show" is actually very beneficial. Be able to get close to employees, understand people's sentiments, and develop beneficial habits.

More importantly, through long-term setting of an example, employees can truly feel that managers respect and care for the personality of their subordinates. From the bottom of their hearts, they will have support and love for managers and this group, thus radiating the greatest enthusiasm for work. This is also the purpose that managers should achieve when implementing humanized management.