What is hotel management?

Hotel management is one of the top ten popular industries in the world. Senior hotel management talents are always in short supply around the world. In recent years, in the international talent market, hotel management talents have been in short supply. With the successful hosting of the 2008 Beijing Olympics, the 2010 Shanghai World Expo and more and more international large-scale events being held in China, China's demand for tourism and hotel management professionals is also increasing.

Development status

There are 17 international hotel management companies in the world. The group invests or manages high-star hotels in Shanghai. The hotel industry is constantly expanding and the demand for talents is also increasing. , thousands of international hotel management talents are needed every year, and senior hotel management talents have become a popular high-paying class in the domestic workplace. Domestic hotel employees are mostly high-income earners. Hotel management and personnel ranks sixth among the top ten million-dollar-paying professions in China. Hotels and tourism will become the pillars of Shanghai's service industry.

Professional prospects

⒈With the continuous recovery and rapid development of the global economy, the development speed and employment rate of the hotel industry in the world and China will far exceed that of traditional industries.

⒉Many famous universities around the world offer hotel management majors. These famous university tourism and hotel management courses provide paid internships, theoretical courses and practical operations ranging from half a year to one year. Combining the content of activities, the employment rate of its graduates is much higher than that of students from other majors.

⒊The salary and social welfare income in the hotel industry are much higher than those in other traditional industries. At the same time, as work experience increases, their job status will steadily increase.

⒋The 2010 Shanghai World Expo will vigorously promote the vigorous development of China's hotel industry.

⒌ Large, medium and small cities across China regard tourism as the driving force for their economic growth. Government and social investment will continue to increase, and it will be the most dynamic industry in China.

Professional concept

⒈Integrated thinking: Integrating international advanced technologies and concepts such as marketing, public speaking, negotiation, potential stimulation, and innovation into services.

⒉Simple thinking: The mode operation is simple and direct

⒊Effective thinking: Effectiveness is the last word.

⒋Speed ??thinking: fast and accurate

⒌Personalized thinking: continuous innovation

⒍Tai Chi thinking: the golden mean

1. Training objectives and requirements

This major cultivates secondary vocational and technical applied professionals who support the Party’s basic line, are adaptable to the front lines of production, construction, management, and services, and are comprehensively developed morally, intellectually, physically, and aesthetically. . Students are required to master the basic theories of economic management, basic knowledge of hotels, catering and tourism, and have basic hotel management and service capabilities. After graduation, students mainly go to various hotels, hotels, and guesthouses to engage in hotel management, catering, and room service.

This major focuses on the cultivation of students' comprehensive quality, mainly learning basic knowledge of economic management and basic hotel theory. This major highlights skills training. During the study period, students will receive skills training in various aspects such as hotel catering and guest room internship training.

Main courses

Introduction to hotel management, modern hotel management, hotel psychology, introduction to tourism, front room service and management, catering service and management, dishes and drinks, hotel English , modern hotel marketing, hotel financial management, conference services and management, recreation services and management.

Main courses:

College English, Tourism English, Tourism Japanese, Tourism Psychology, Chinese and Foreign Etiquette, Tourism Regulations, Hotel Accounting, Catering Operation and Management, Front Office Operation and Management, Room service and management, physical fitness, tour guide business, travel agency management, modern hotel management, marketing, computer culture and application.

Cultivating objectives:

To cultivate front-line managers and technical backbones who have a comprehensive grasp of hotel operations and management, are familiar with travel agency business, and can comprehensively apply the knowledge they have learned to analyze and solve practical problems in operation and management. .

Various certificates:

Restaurant waiter intermediate certificate, room attendant intermediate qualification certificate, Mandarin tour guide certificate, computer level two certificate, English level three and four certificates, Mandarin level two certificate.

Employment direction:

For star hotels, mobile companies, real estate companies, property management companies and other related enterprises.

Master skills

1. Have integrity, perseverance, dedicated and responsible professional ethics and team spirit;

2. Have good professionalism Basic knowledge, self-learning ability, and enterprising and innovative consciousness;

3. Master modern service concepts and understand the development trends of the modern service industry;

4. Familiar with hotel front rooms, guest rooms, catering, and recreation Business knowledge of other departments;

5. Familiar with the guidelines, policies and regulations for the development of China's hotel industry;

6. Own the hotel's front office, guest rooms, catering, recreation, exhibitions, etc. Management and basic service capabilities;

7. Have strong computer operation, written expression, interpersonal communication skills and certain professional foreign language expression skills.

Employment direction

After graduation, students can engage in the following jobs: doormen, front office receptionists and room service personnel in various hotels, restaurants and guesthouses; various travel companies, tourism Management department staff; floor management, lobby management, consultation, exhibition and other work in various hotels, restaurants and guesthouses; business departments of various hotels, restaurants and guesthouses engaged in business negotiation and external liaison services; various hotels, restaurants and guesthouses The business department is engaged in market research, intelligence, information services, etc.

The management level of a hotel is generally in the form of a pyramid, from the bottom to the top, from wide to narrow. The scope of management is that the higher you go up, the more difficult it is to manage and the scope of management is smaller. The more common hotel management in China is the linear functional management. In this management system, any first-level leaders, managers, and waiters must clearly define their business scope, job responsibilities, and the work skills and knowledge they should have.

Hotels are generally divided into four levels:

⑴Waiter operation level

To provide high-quality services to guests, it must be reflected through the service of waiters . Therefore, the waiter's quality, personal image, etiquette, politeness, language communication skills, adaptability, service skills and service skills are important conditions for hotels to improve service quality. In short, service personnel must clarify their scope of responsibilities, service procedures, service quality standards, service skills and theoretical knowledge they should possess according to the provisions of the job responsibility system, and be accountable to their supervisors.

⑵Supervision level

The supervisor (foreman) is mainly responsible for arranging daily work, supervising the service work of the waiters in the team, and checking whether their services meet the hotel's service quality standards at any time. As a supervisor (foreman), you must also assist the waiters in your class to perform work or provide substitute services at any time. Especially at peak service times or when there is a shortage of service personnel, the foreman must personally participate in the service work. Therefore, the foreman must have high service skills and service skills. He must be a role model for the waiters in his class and the organizer of the service site. and conductor. Otherwise, he will not have the authority to lead his class of waiters. The supervisor is responsible to the department manager, and the foreman is responsible to the supervisor.

⑶Department Operation Management

The department manager is mainly responsible for the division of labor, leadership, command and supervision of the personnel in the department. At the same time, he is also responsible for formulating the work plan of the department, reporting the work of the department to the higher level, and determining the department's business policy and service standards to achieve maximum economic benefits. As a department manager, you must not only have organizational management capabilities, operational capabilities, and training capabilities, and be familiar with the department's service standards and service procedures, but you must also have practical work experience and certain service skills. Department managers are responsible to the general manager.

⑷General manager decision-making level

The general manager of the hotel is mainly responsible for formulating the business policy of the enterprise, determining and finding the hotel's customer source market and development goals. The principles of hotel management: the hotel is In the social service industry, to complete customer service work, it requires close cooperation between various departments and is completed by all positions. This requires unified management principles to maintain the operation of the hotel.

①The principle of being responsible to the direct supervisor

Each employee has only one supervisor and is only responsible to his direct supervisor. The direct supervisor directs, arranges, inspects and supervises the work of his subordinates, forming a vertical leadership style with one level of management and one level of management. Each employee only accepts instructions from one superior. Subordinates do not overstep their authority to respond, and superiors do not overstep their authority to give instructions. Each employee performs his duties and fulfills his responsibilities.

②The principle of second-line services for first-line departments

First-line departments are at the forefront of customer service. They regard the needs of customers as their own responsibilities, and the needs of customers are orders.

In order to ensure the smooth flow of the customer service mechanism, second-line departments must establish a sense of the overall situation and service awareness, and ensure the smooth progress of the work of front-line departments.

③Principle of delegation

In order to improve management efficiency and mobilize the enthusiasm of subordinates, bosses should not take all major and minor matters into their own hands, but must learn to delegate authority. Empower subordinates who are responsible and capable, and trust their abilities.

④ Time management principles

The working characteristics of the hotel determine that any service activity has time requirements. First, there are time standards for customer service, and second, there must also be time regulations for the hotel's internal operations. This requires managers to firmly establish the concept that time is money.

⑤Principles of communication and coordination

Communication and coordination in hotels are very important. It emphasizes the need to strengthen effective and proactive communication between superiors and subordinates, between departments, and within departments to ensure smooth communication.

⑥Goal Principle

Goals are requirements that every manager must comply with, and every manager must conscientiously complete the established goals. Goal is a pursuit, but also a kind of pressure

Elements

A purpose: the customer is God.

Two attitudes: attentiveness and smile.

The Four Diligences: Diligence with eyes, diligence with words, diligence with feet, and diligence with hands.

Three cleanses: work clothes cleansing, personal cleansing, and environmental cleansing.

Five arrivals and five samenesses: guests arrive, smiles arrive, enthusiasm arrives, honorific words arrive, and services arrive; foreign guests and domestic guests are the same, strangers and regular guests are the same, and one is checked or not. The same, the leader is the same whether he is present or not, the attitude of the guests is different and the service is the same.

Standards: Service must be standardized, appearance must be standardized, language must be standardized, guidance must be standardized, hospitality must be standardized, and skills must be standardized.

Emotional management

⒈1 The main characteristics and emotional management of hotel products

First, hotel services contain human emotional factors. Because many of the hotel's services are directly facing guests, the hotel requires employees to always maintain a smiling, enthusiastic, and courteous attitude when serving guests. This requires hotel employees, especially grassroots employees who have extensive contact with customers, to work hard. In addition to knowledge and knowledge, emotional labor is also required to make customers truly feel at home.

Second, the simultaneity of production and consumption of hotel service products. When waiters produce service products, customers consume them at the same time. Employees' emotional expression has an important impact on customer perception and satisfaction, and employees should show positive emotions at work.

⒈2 Characteristics and emotional management of the work of front-level hotel employees

First, the complexity is not high. Many of the jobs of front-level hotel employees are simple manual labor, and during the hotel's off-season, some hotel departments, such as the housekeeping department, generally assign employees to do repetitive and monotonous tasks such as planning and sanitation.

Second, the work of hotel employees at the grassroots level requires employees to be patient. For example, in catering services, it is inevitable to encounter very picky customers. When picky customers are dissatisfied with the dishes provided and criticize the waiters, the waiters must also maintain a gentle and courteous attitude. This requires employees to have a relatively strong ability to suppress emotions.

Third, the labor intensity is high. For example, the work intensity of waiters in the catering department, guest room department and other departments is relatively high. Generally, hotels require housekeeping staff to clean fourteen rooms a day. Especially during the hotel's peak season, the hotel's occupancy rate is high and business is busy. At this time, the housekeeping staff are in an overloaded working state. In addition to the task of cleaning guest rooms, housekeeping employees must also provide other services to customers.

Fourth, synergy. When hotel employees provide services to guests, they need good communication and collaboration within and between departments. If a customer who needs to dine in the room asks the room attendant to contact the catering department to deliver the meal, the room department employees need to communicate with the catering department employees to jointly complete the guest's request. To provide fast and high-quality services, hotel employees must work together and collaborate, which requires the formation of a good working atmosphere and harmonious interpersonal relationships within the hotel. Research shows that positive emotions enable individuals to establish positive interpersonal relationships with others.

Cultivation Objectives

The tourism management major is oriented to the modern tourism industry, cultivating moral and intellectual talents that support the party’s line and adapt to the needs of the front line of production, management, and services according to the development of the tourism industry. High-tech application professionals with comprehensive development in sports, sports, beauty and other aspects.

On the basis of the necessary basic theoretical knowledge and professional knowledge, students should focus on mastering the basic abilities and basic skills for practical work in the fields of tour guides, travel agencies, tourist attractions, tourist shopping stores, etc., and have good professional ethics and professionalism. . Senior professionals and entrepreneurial talents who have mastered the theories and methods of modern tourism enterprise management and are competent in the management, teaching and scientific research of tourism enterprises and other related industries.

Employment Direction

Graduates can work in tourism administration departments, industry associations, travel agencies, hotels, bathing, spa, catering and other comprehensive hotels, tourism transportation enterprises, scenic spots, convention and exhibition centers Other units are engaged in industry management, scientific research and teaching, tour guides, human resources training, etc.