As the general manager of a five-star hotel, what should we start with?

The general manager's decision-making level 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 management principle Hotel is a service industry facing the society. To complete the customer service work, it needs the close cooperation of various departments and is completed by various positions. This requires unified management principles to maintain the operation of the hotel. Principle of being responsible to the direct supervisor: Every employee has only one supervisor and is only responsible to 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. 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. Principle of authorization In order to improve management efficiency and arouse the enthusiasm of subordinates, the boss should learn to authorize, instead of taking all major and minor matters into his own hands. Empower those subordinates who have a sense of responsibility and strong working ability and trust their ability. 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. The principle of communication and coordination Hotel communication and coordination is very important, emphasizing the need to strengthen effective and active communication between superiors and subordinates, between departments and within departments to ensure smooth communication. The goal principle goal is the requirement that every manager abides by, and every manager should consciously complete the established goal. Goal is a kind of pursuit, but also a kind of pressure.