As for the specific content and steps of hotel preparation, the more detailed the better!

Experiences in hotel preparation and management

1. Procurement

Some equipment and items are not strictly controlled and checked during procurement. It may cause immeasurable losses to the hotel during its operation. There is a large hotel. Because there was no guidance from hotel professionals when purchasing, it was only after the trial operation of the smart combination switch on the bedside table that the air conditioner reached the preset value (for example, the room temperature was set to 22-25C0), even the air supply air circulation failed. They are closed together. If they want to continue to operate, the temperature must be adjusted to 18 C0. Guests in the hotel feel hot and cold, which is very uncomfortable. In less than half a year of use, more than 80% of the touch switches have failed. Such "high technology" and high price And immature products will only bring trouble to the hotel, and no matter how good the after-sales service is, it will be useless. Therefore, we should follow some rules to avoid similar things from happening.

1. Plan, prioritize and prioritize

This procedure requires a complete and detailed list of objects to complete. Hotels of any grade and size must be equipped with Objects and equipment standards corresponding to grade and scale. How to obtain this complete, detailed and accurate list of items? There are several better methods: ① Ask the hotel finance or warehouse management of the same grade and scale, where there is a detailed registration of the function and storage location of each item and equipment; ② Ask the department manager who has been recruited for statistics and sorting. ③ According to the standard configuration of the hotel, it must be calculated by experienced people based on the actual situation of the hotel.

With this list, we can then prepare the supplier’s supply or delivery dates according to the preparation schedule of each department, so that the goods can be returned to their places upon arrival without accumulation, waste or waste. Occupy temporary warehouse. Do not purchase items without a plan, so as not to accumulate in the hotel business area and affect normal work.

2. Same-quality products and daily consumables. If House A can do it, House B and House C can also do it. The main purpose is to compare prices

For example: guest rooms are easy to consume For food, Chinese tableware, etc., when comparing prices, you can refer to the lists of friends who work in the same hotel or former employers. It is not necessary to shop around with more than three companies, which may cause indecision and delay the delivery date.

3. Compare prices and goods for non-homogeneous products and large equipment

For example: cleaning equipment. Electrical appliances. Electronic control. Sauna steam, bathroom equipment, etc. These products cannot be purchased just because of the low price. Their performance stability, lifespan, and after-sales service should be considered. Generally, these equipment manufacturers provide a one-year maintenance warranty period. If there is a performance problem within three to five days , or deformed in less than a month or two, or there were insufficient accessories and spare parts. The manufacturer frequently came to repair it repeatedly. On the surface, it seemed that it provided good after-sales service, but after the one-year warranty period, the performance of these products was unstable. Products and equipment become a pile of waste. If they need to be repaired, the cost is more expensive than buying new ones. In a hotel I recently took over, the sauna equipment is expensive, but it can be used under the sudden increase in passenger flow and frequent use. In less than half a month (not an exaggeration), all the glass doors were deformed, and the electrical components kept failing. The manufacturer had repaired it many times, but it still failed to meet the requirements. When in use, the floors cannot be controlled by the external system. After guests check in, the steam is turned on 24 hours a day, causing a lot of energy waste and safety cannot be guaranteed.

4. Suitable for both near and far

If you can buy products of the same brand and quality locally, even if the price is slightly higher, do not choose suppliers from other places or far away, unless it is a big problem. Purchase in batches, otherwise the equipment will not be repaired in time, and the spare parts will not be supplied in time. As a last resort, if you have to go to distant places to purchase those that are not available locally, you must prepare enough spare parts and wearing parts, and do not worry about a guest room. If the toilet tank breaks, or if a computer door lock is broken, there is no spare and you have to go out to purchase it temporarily. This may cause the product price to be low and the procurement cost to be extremely high.

2. Human Resources

1. Optimized combination of human recruitment

A. Management

Management plays a key and guiding role , senior managers (department manager level or above) must have rich work experience and practical capabilities, and need to carry out preparatory work with a long-term plan, and make management development plans for the first, second, third, and up to X periods to ensure that After the successful trial operation, the hotel can continue to develop steadily, healthily and normally.

When some owners hire senior managers, they only consider the stage of the hotel (enterprise) and spend a lot of money to hire talents corresponding to this stage, such as: hiring professionals with a long preparation period during the preparation period (Taking Jiangshan) , after the trial operation, the emphasis was placed on management elites (to keep the business), and when the business was not ideal, the emphasis was on sales professionals (to seek expansion and development); it gave us a feeling of being a firefighter.

I think since the natural development pattern of an enterprise is like this (building a country → staying in business → seeking expansion and development), every time it develops to a new stage, there will be a new management cycle, and we must pay attention to talents in this area. But placing too much emphasis is an unsound way of employing people, because when the owner reuses experts at a certain stage, in order to allow the experts to perform smoothly, they will give certain personnel rights and decision-making rights, and these experts who are good at it will Managers have different styles and preferences, which will inevitably lead to a situation of turmoil, "endocrine disorders" and chaotic thinking at the middle and grassroots levels, which is also not conducive to the long-term development of the enterprise.

Therefore, it is necessary to arrange talents in a balanced combination and cultivate and utilize them well, so that enterprises can have talents from all aspects at all stages to "diagnose the pulse" and develop healthily.

B. Grassroots personnel

For large-scale enterprises, these grassroots personnel are a large "combat" team. The personnel in the preparatory period are required to be in place in one go in large quantities. The company has no time to carefully select and evaluate the recruitment in a suitable way. Please note that in order to win, the large combat team must have a strong psychological quality and a strong sense of teamwork. How can they have this quality? In addition to the company spending a certain amount of time training and educating them, some auxiliary measures should be adopted when organizing these manpower to achieve results.

(1) Recruitment in batches from other places:

Anyone with certain social experience will have certain feelings: people in a certain place are generally optimistic, good at communication, and broad-minded; People in a certain place like to be careless, hesitant and lack of human touch. Some companies have even noticed that people from certain places are most likely to have unpleasant things happen while working in the company, causing a lot of trouble to the company, so they prevent people from certain places from joining the company to reduce personnel risks. Of course, this is an extreme example, perhaps because there is a problem with the company's employment mechanism.

The wise enjoy the water, the benevolent enjoy the mountains

A person’s character is determined by his birth and growth environment. People who grow up in the mountains are kind, honest, hard-working and conservative, and have strong reaction and sensitivity. , the initial appearance is not as fast as those that have been along rivers and seas for many years. The characters growing along rivers and seas are more cheerful and active, giving people a more tricky and flexible image.

People of the same species flock together, and things divide into groups

There are certain cultural differences in every country, as small as every city and village, so living in this There are also many similarities in the personalities displayed by people.

Surrounding the immediate area in favor of the far away one is better.

If it is not for care or due to government regulations, it is safer to recruit people from remote areas than those from nearby areas. This is because people from nearby areas are far away from home. Recently, everything at home, big and small, will be concerned and affected. In addition, due to the economic conditions in the region, ordinary people are not easy to be satisfied. They are picky about their work, and if there is any slight discomfort, they will go home and quit. Their professionalism is poor. People in remote areas It is not easy to go back and forth. The family's financial conditions do not allow them to go out with a testing and playful mentality. As long as the company creates a corporate culture and family atmosphere, it will be easier for these people to invest as soon as they enter the company.

Of course, a sound personnel system can eliminate the disadvantages in this area. People in this area will become a distant area when they go to other cities. For example, people in Dongguan will be in a nearby area when they go to Shanghai. There is another feeling.

Those who are close to ink will be black, and those who are close to Zhu will be red

The "Three Moves of Mencius's Mother" reveals the secret of this environment. When companies import talents from other places in large quantities, in order to obtain Favorable information will facilitate management, and you may wish to conduct appropriate local investigations.

(2) Local recruitment:

Local recruitment targets migrant workers nearby. Generally, the following four types of people will be recruited: those who have just entered the society and have never worked before. Young people, who have worked before and now change careers, who have worked in hotels and now are unemployed, and now want to change careers.

Young people who have just entered the society from school and have never worked before

This kind of people have a curiosity about various industries in the real society. No matter how you test them, they will show off from the beginning. He is very strong. If you ask him whether he is afraid of getting tired, whether he can adapt to this environment, how he feels about this job, etc., he will always say: No problem. It's like saying it in vain! When it comes to actual work, he may feel that the real work is far different from what he imagined. When things don't go well, he will cry to you, complain, and strongly emphasize personal freedom; if the company's personnel system, welfare, and management are slightly different, If they can't keep up, these people will say "goodbye" to the company. You have to be mentally prepared to recruit this kind of people.

Have worked before and now change careers

If those who work in factories often work overtime day and night, the nature of their work is relatively simple and boring, and their personal freedom is narrower than that in the service industry. The environment is also harsh. At this time, these people enter the hotel industry and enter the job through unified training. Most of them will be more content and diligent. Several big hotels I have worked in and friends who have visited some hotels all agree that, Due to traditional ideological concerns, few people of this type move into the hotel industry at first, but once they enter the hotel industry, most of them become excellent employees of the hotel and play a good role model.

Having done the same job and now unemployed

This type of person should test his reaction ability and professional ethics based on the length of his previous employment, and ask career-related questions 5 -6 and answering 1-2 is also difficult. This is due to poor responsiveness and lack of commitment to work. He may have been dismissed by his previous employer, so he should be hired with caution. If you have been in the position for a long time (more than one year), have a strong sense of ethics, and if you are unable to fully answer relevant questions, but you can understand their meaning and can express their meaning to 1, 2, and 3, you may be considered for employment.

Currently employed and want to change jobs

This kind of situation is generally: the salary in the original unit is poor, the current working environment and interpersonal relationships are tense, too many mistakes have been made at work, and you are trying to find a new job. For a good position, these reasons are easier to understand. If it belongs to factors 2 and 3, it may be a habit that is difficult to change, so you should pay attention to it.

In general, if a hotel has a complete human resources management method, it can make reasonable adjustments and allocations from various aspects such as age, culture, acquaintance structure, geographical environment, etc., learn from each other's strengths and avoid weaknesses, and achieve the best results. optimized combination.

2. Training

The newly recruited employees come from all over the country and all over the country, including those with work experience, students who have just left school and those who have transferred from other industries. Their thoughts, motivations, behaviors, and habits are all different, and there are big differences. Therefore, in the early stage of the training work, it is necessary to unify everyone's thinking, clarify the motivational goals of satisfying customers, standardize the behavior and operating standards of employees, and cultivate the hotel's Professional ethics and good habits of dedication, this training is also divided into two processes.

Human resources training: mainly to introduce the corporate background, culture, decision-making, and management organizations; to understand the industry and the industry rules and regulations, courtesy, attitude, cultivation, welfare benefits, and safety rules that need to be observed; to unify employees ideas, establish the three basic consciousnesses of the hotel (hotel consciousness, guest consciousness, service consciousness) and a strong sense of professional ethics; clarify the company's goals and coordinate employee motivations.

Department training: Department training is a very detailed job that requires an organic combination of theory and practice, skillfully filling in the gap between ideals and reality, and standardizing employees’ behaviors and operating techniques. Make it meet unified standard operations and develop habits, and conduct a period of simulation training before trial operation.

The hotel should set training as a long-term and systematic planning goal. Only employees who have undergone systematic training can withstand the test with comprehensive knowledge and provide better services.

3. Personnel benefits and incentive mechanisms

Some companies always put the issues of personnel benefits and incentive mechanisms to the last discussion. Without development achievements, no discussion of welfare conditions. The company believes that employees must create more value for the company; the boss's mentality also believes that you have to work hard, and only when the company develops will there be better benefits for you. The employees believe that you must first solve my worries, provide a certain level of security, and meet my living conditions before you can work hard for the company. This is a pair of contradictions that are always at odds. If no attention is paid to adjustment, the loss of talent will also cause great losses to the enterprise.

Money and material things cannot satisfy people. Satisfaction is a mental state. Smart companies do not provide employees with high salaries and excessive material benefits. They know that more material money without a suitable incentive mechanism will only make people focus on pleasure and more easily induce people's natural inertia, making them increasingly unable to satisfy themselves. .

"Maslow" is divided into five levels according to people's needs from physiology, safety, belonging, respect to self-realization. If enterprises, like people, are treated as living beings, and "Maslow" theory is applied to enterprises, I think we can flexibly respond to various stages of enterprises, establishment, growth, development, etc., and then focus on providing corresponding solutions according to the corresponding period. levels of needs.

Enterprise physiological safety belongs to, respects and self-actualizes people

Necessary and important high-level management should be needed in the development period

Important and important middle-level management is needed in the growth period

Necessary, important and necessary grassroots management in the stable period

Excellent employees are mainly needed in the early stage of operation

Ordinary employees are important and important in the preparation period

Rising process : should-----need------necessary------main------important

Preparation period: At this stage, due to the number of people entering in batches The company has a feeling of "new people", "new enterprise", "new look" and "everything is new". Everyone has a passion, curiosity and equal mentality, so morale is easier to raise and the sense of teamwork is very strong. Strong and easy to understand the various difficulties of establishing a company. As long as you join this company, you will not mention too many benefits and requirements during the preparatory period. Employees will be very satisfied if the company focuses on satisfying them in terms of physiological, food, clothing, housing, transportation, vacation, personal, and occupational safety.

Early stage of operation: From the preparation period to the early stage of operation, employees generally have a sense of pride and accomplishment. If the company is not managed properly during this period, personnel will be most likely to flow. You may wish to visit and observe. Some hotels have a staff turnover rate of more than 100% during this period. What is the reason?

① When preparing the recruitment plan, the hotel did not design the number of people according to the position and the standard configuration. From the trial operation to the initial stage of operation, the passenger flow was often less and the business performance was poor. In order to achieve the purpose of reducing costs, the hotel laid off employees. Drop part of it.

② On the contrary to the former, because of the new opening, guests like to try new things, and many guests transfer from other hotels to spend money (this phenomenon of hot new hotels is seen in Dongguan area). In the early stage of trial operation, the staff did not operate the business well. Skilled, naturally seemed very busy and tired, and the management lacked patience at this time and neglected to care and encourage. Therefore, the employees could not bear the pressure from the preparation to the early stage of business, so they resigned one after another.

③ The relatively outstanding employees, from the preparation to the early stage of business, feel proud of their achievements, and slowly become proud and complacent. They begin to feel that there are bad things about the company, there are problems there, and all kinds of dissatisfaction. Resign without reconciliation.

④ After the hotel was put into operation for a period of time, the business was mediocre and the performance was poor. Some employees who came with good hopes felt a little disappointed at this time, and they thought about another hotel that was more suitable for their "heart". "Water" place, so he resigned in a daze.

In response to these problems, the company should focus on stabilizing people's hearts, improve the labor mechanism in a timely manner, and allocate personnel in a reasonable and balanced manner according to the weak and prosperous situations. In addition to providing employees with normal 24-hour meals and a good accommodation environment, they must also provide employees with more labor security and safety, such as signing labor contracts in a timely manner, purchasing social medical welfare insurance, and making regular salary increases in a timely manner. We should not neglect caring for employees. We should pay attention to ideological education step by step, boost team morale, stabilize military morale, and then improve business skills.

Stationary period: After a period of business adjustment and adjustment, the hotel has become relatively stable in all aspects. At this time, it should take the opportunity to strengthen the sense of loyalty of employees and create a sense of loyalty through the dissemination of corporate culture and corporate cultural activities. A big family environment that puts the emphasis on belonging.

Growth and development stages: Enterprises cannot remain in stagnant water for a long time and remain the same. If a company wants to grow, it must have a group of employees with high quality and strong business capabilities to ensure that the hotel has enough talent to back it up during the growth and development period. How do you get such high-quality and professionally capable employees? Through systematic training, training, encouragement and the establishment of innovative mechanisms, employees' personal desire for self-realization is stimulated, so that they can actively learn to improve business skills, tap their potential, and achieve self-management capabilities; through holding seminars and analysis topics on various issues, inspire The innovative ideas of employees allow employees to have a sense of self-realization and a sense of honor respected by the company while making suggestions and solving problems for the company.

In short, doing a good job in human resources management cannot be achieved by the human resources department alone. Employees have more contact with department managers. Their words and deeds, work styles and ideas deeply influence their employees. It infects employees. Therefore, it is necessary for managers in each department to learn and master certain management skills and master some non-material rewards and incentive techniques that can make people do better. Senior management should lead various department managers to make long-term human resource development and management plans.