Look for the responsibility planning of all departments in the hotel.

The institutional setup and basic job responsibilities of the hotel

(A) the institutional setup of the hotel

The characteristics of the hotel determine that the operation of the hotel is generally 24 hours, so the hotel operation mechanism is divided into two parts: service and guarantee. After new employees join the hotel, in their daily work, they often involve cooperation and cooperation with other departments, so it is necessary to understand the institutional setup of the hotel. Due to the different scale and management methods of hotels, the institutional settings are not completely consistent, but the basic departments and institutions will not be very different.

(B) hotel management level and management principles

1, hotel management level

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 grades:

(1) Attendant operation layer

If a hotel wants to provide high-quality service for its guests, it 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) Supervisory layer

The supervisor (foreman) is mainly responsible for arranging the daily work, supervising the service of the waiters in his team and checking whether their services meet the service quality standards of the hotel 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) Department management

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) the decision-making level of the general manager

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.

2. Hotel management principles

Hotel is a service industry facing the society. To complete the customer service work, it needs the close cooperation of all departments and is completed by all positions. This requires unified management principles to maintain the operation of the hotel.

(1) The principle of being responsible for the direct supervisor.

Each employee has only one boss, who is only responsible to his immediate boss. 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 delegate, instead of doing everything by themselves. Empower those subordinates who have a sense of responsibility and strong working ability and trust their ability.

④ Time management principle

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 the hotel is very important, and it is emphasized to strengthen effective and active communication between superiors and subordinates, between departments and within departments to ensure smooth communication.

⑥ Target principle

The goal is the requirement that every manager abides by, and every manager should conscientiously complete the established goal. Goal is a kind of pursuit, but also a kind of pressure.