What are the aspects of hotel management?

Hotels are generally divided into four levels: (1) waiter operation level. In order to provide high-quality service to guests, hotels 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) The supervisor (foreman) is mainly responsible for arranging the daily work, supervising the service work of the team's waiters and checking whether their services meet the hotel's service quality standards 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) 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) General Manager's decision-making layer 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.

Principles of hotel management

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. Every employee has only one supervisor and is only responsible for 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. (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 authorize, instead of taking all major and minor matters into their own hands. Empower those subordinates who have a sense of responsibility and strong working ability and trust their ability. ④ 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. ⑤ Communication and Coordination Principle Communication and coordination in hotels are very important, emphasizing the need to strengthen effective and active communication between superiors and subordinates, between departments and within departments to ensure smooth communication. ⑥ Goal principle Goal is the requirement that every manager abides by, and every manager should conscientiously complete the set goals. Goal is a kind of pursuit, but also a kind of pressure.

Ten elements of hotel management

One purpose: customers are God and repeat customers. Two attitudes: heart and smile. Three concessions and three lightness: give way to the seat and give way to the elevator (stairs); Walk lightly, talk lightly and act lightly. Four diligence: eye diligence, mouth diligence, foot diligence and hand diligence. Clean: clean tooling, clean individuals, clean linen, clean service supplies and clean environment. Six Arrivals: The guests arrived, smiling, warm, welcome, respect and service. Six are the same: foreign guests are the same as domestic guests, new guests are the same as regular customers, leisure time is the same as busy time, inspection is the same as not, leaders are present or not, guests have different attitudes and services are the same. Seven sounds: welcome, greeting, honorific words, thank you, apology, reply and seeing the guests off. Eight services: standing service, smiling service, active service, respectful service, flexible service, family service, promotion service and tracking service. Specification: service, appearance, standing, squatting, gestures, language, guidance, hospitality and skills should be standardized. Ten initiatives: take the initiative to greet, lead the way, introduce the situation, serve the guests, promote sales, take care of the old, the weak, the sick and the disabled, carry luggage, press the elevator, and solicit opinions from the guests.