What are the four principles of hotel management?

What are the requirements for hotel management and how to improve the quality of production management personnel? To improve the quality of production managers, we must first understand the composition of the quality of production managers. The quality of managers can be divided into: basic quality, professional and technical quality and management quality. (1) The basic qualities include: the moral and ethical qualities that production managers should possess, good professional ethics and reputation, etc. Have good psychological personality, broad mind, open mind, tenacious perseverance and willpower, personal self-control; In addition, as a manager, we should have solid basic knowledge and perfect knowledge structure. (2) Professional and technical quality. As a production manager, you should be very familiar with production technology and workflow, and know which actions or processes have any impact on production quality or efficiency. (3) Management quality. As a manager, you must be familiar with basic management knowledge such as management planning, organization, coordination and control, business management knowledge such as marketing, procurement, research and development, service, production, quality, finance, human resources and information construction, and industry and industry knowledge. Skilled in planning, organization, leadership, motivation, communication, innovation, crisis management, teamwork and other skills. After understanding the quality requirements of production managers, it is necessary to make a survey on the quality of production managers, understand their shortcomings and what they need to supplement through investigation, and then carry out targeted training. Training mode: (1) on-the-job training. In order to improve the ability of managers, enterprises consciously and systematically give special treatment to managers in their work arrangements. For example, through job rotation, we can understand the operation of other departments and broaden our horizons; Improve the thinking height of dealing with problems through the high-level agency model; Arrange special work and improve the ability to handle special affairs. Job promotion is an effective way to improve the practical ability of enterprise managers. (2) External training. Send managers to long-term education and training institutions for systematic study and training. The advantage of this training method lies in systematization and standardization. It is especially suitable for improving the theoretical literacy of enterprise managers. (3) Internal training. Short-term and special training organized by enterprises requires the participation of enterprise managers to improve their abilities and skills in one aspect. Short-term training is highly targeted and is an effective way to "recharge" in time. This kind of training is generally taught by higher-level managers within the enterprise. (4) Self-cultivation of enterprise managers. Enterprise training and education is not everything. You have to learn by yourself to improve your basic quality and basic business. In order to improve personal quality, enterprise managers must also start from self-cultivation and be a man, constantly strengthen moral and professional cultivation, establish the view of "lifelong learning" and constantly improve their own quality. Most managers promoted from the production site have good professional skills, but they lack management knowledge and skills. Therefore, we should strengthen their management knowledge and skills training, especially their communication skills, their ability to influence others and control the environment, and their psychological knowledge. These can improve their basic management knowledge through external training and internal centralized training, and improve their ability to use management skills through on-the-job training and their own efforts. In short, the quality of managers cannot be achieved overnight. We need to use a variety of methods, through the joint efforts of other managers and production managers themselves, and through long-term training and study, we can greatly improve. Three main points of treating customers correctly: being too attentive to customers will scare them away; Arrogant and cold customer service makes them rush. How to treat customers is correct? Customers are the source of profits and one of the core factors of modern enterprises. Enterprises attach great importance to the relationship with customers and often do their best, but there will still be embarrassing situations. Being too attentive to customers sometimes drives them away; Arrogant and indifferent services, such as luxury brand LV (Louis Vuitton), make customers flock to it. Customers' expectations of service are not uniform and will change with some factors. LV Jiaojiao's service just embodies the noble temperament required by luxury brands and satisfies customers' imagination and expectation of LV. However, other brands are likely to fail in this respect. Is the client a god or a friend? Do you want to satisfy customers as much as possible or don't "spoil" customers? How can we treat your customers correctly and make them a real source of profit? The book Don't Lose Your Customers, written by experts Ken Branga, Jim Ballard and Fred Finch, points out that treating customers in the right way is one of the core steps to establish a customer-centric company. The book summarizes three main points of treating customers correctly. First, build customer expectations. It is necessary to clearly think and analyze the development goals and strategies of enterprises and build a platform to meet customer needs; Secondly, understand the expectations of customers and closely integrate customer needs with corporate vision; Finally, empower front-line employees, give them strong wings, and reflect the concept, vision and customer needs of the enterprise in the service. 1. Personal image As a company manager, your own image is extremely important. First of all, it must give people a more serious and close feeling, so it is necessary to constantly improve its image, for example; Dress appropriately. You must wear a black-gray suit, white shirt, light-colored tie, black shoes and black socks when you work and meet people, giving people a formal and rigorous style image. Hair should be lean, long hair and nails should not be left, and you must shave every day and keep a clear and bright smile. This external image gives people the first impression that: Rigorous, serious and reliable. 2. Language ability As a manager of the company, you must constantly communicate with employees and report to your superiors every day. Then the language requirements for managers are strict, and managers should be cautious in every sentence, what to say and how to say it on what occasions. Does what you said have any effect? This is a necessary level for managers. The most important point is the control of tone. If you say the same sentence in different tones, you will get different effects. Focus on grasping, focus on observation. 3. Code of Conduct A qualified manager's own behavior not only affects his prestige and image, but also affects the development and management of the company. A dignified, upright, rigorous and open manager will definitely affect the personnel code of conduct of the whole company. If he is sloppy, casual, arrogant and careless, then his employees will be sloppy and sloppy. This is the role of "setting an example". There is an old saying in China: "Look at others and learn from others, fish begins to stink at the head." What kind of leaders bring what kind of employees. Therefore, the behavior of managers must be regulated. 2. Management ability 1. The management of the company system The quality of the implementation of a company system is not the quality of the system itself, but the quality of management, and management is to use an effective system to restrain irregular behavior. So how can we make good use of the system to manage the company? First of all, we should formulate the management system and daily operation system suitable for the company. There are rules to follow and laws to follow. Therefore, managers must take the lead in implementing the system from themselves and supervise the system at all times. 2. Managing employees is the most important part of the company. Manage employees well and manage the company well. Only by managing employees well and improving their enthusiasm for work is the most important job. The management of employees must be: 1. Control, namely system management, is very practical and simple. If you make a mistake, you will be punished. There is no reason. Everyone does. Two. Emotional management is to touch people with emotions, and it doesn't matter if you are wrong. It is important to know that you are wrong, will change, and will be open-minded, which requires managers not only to speak, but also to do ideological work and communicate with employees. 3. How to improve employees' trust in the company and work enthusiasm As a manager, it is very important to mobilize employees' enthusiasm. How can we mobilize the enthusiasm of employees? First of all, let employees know about the company, have confidence in the company's prospects, have trust in the company's leaders, are willing to pay for the company, and can develop and make progress with the company. You can have close contact with employees at ordinary times, be a leader at work, and be friends in life. There is no level limit. Only in this way can managers make employees feel trust, be willing to follow, be willing to work hard and be proactive. 3. Ability to manage the company. 1. Foresight of the market. The development of a company cannot be separated from the market, which is unpredictable. Market economy is an ambush on all sides. As a manager, we must have this foresight, be good at analyzing the market, understand the market and adjust the market in time, instead of operating as usual and sticking to the rules. Go outside more and get more first-hand information from employees. Looks forward-looking and open-minded. 2. Enhance the company's image and popularity in the market. According to the actual situation of the company, we should properly cooperate with the market and use various media to do more publicity and advertising. Establish a customer-centered, market-oriented, self-centered, lay a solid foundation, rationally develop the market, establish a sound customer management system, conduct necessary market research on a regular basis, and actively establish a brand effect. 4. Innovation ability 1. Institutional innovation No company can be static and follow the rules. According to the market and internal needs, timely adjust the rules and regulations. Innovation system is beneficial to the development of the company and the management of employees. Only the new system can adapt to the new development, and innovation must be carried out in order not to affect the overall development of the company. 2. Management innovation "Management is alive". This sentence says, "Management will never have a model and there will be no regulations". Managing employees is like cultivating flowers and plants. Very patient and timely, different things are handled differently according to different personalities. Management innovation mentioned here is mainly aimed at employees. 3. The performance and development of innovative companies mainly come from the quality of operation, which is not only related to the market, but also related to the quality of business models. Even with the best products and without the best business models and methods, we can't open a good situation. Only by constantly formulating new business methods according to the actual situation can we be invincible in the market. There is no end to innovation. But we must not blindly innovate, which will only be self-defeating and get twice the result with half the effort! Affect the smooth development of the whole company.