How do hotel managers do on-site management?

Introduction: Generally speaking, hotels pay more attention to the quality supervision of hotel service sites. However, for different managers, due to the differences in their own qualities in various aspects, the results of the supervision work are different. Big difference, of course the effect will be very different. Therefore, improving the quality of hotel on-site management has become a top priority for many hotels to improve quality management. How hotel managers can do a good job in on-site management

1. Not sure what the focus of their work is

No matter what level of management personnel, when they are on the hotel service site, they will find out that in the hotel service Any existing problems should be corrected in a timely manner, and all departments should be coordinated to properly handle the details of on-site supervision to meet customer needs to the greatest extent and satisfy guests.

For example: A hotel hosted a large banquet. The waiters in the restaurant were busy receiving the guests and did not even take a sip of water. When they finally had a chance to relax, the general manager appeared. He saw We were very busy in the banquet hall, but this waiter was drinking water, so we asked the restaurant waiter to sign a fault sheet. Because after this restaurant waiter served several tables of guests in a row, he seemed to use less civilized words and the smile that was always on his face was rare. The general manager thinks that although there are many guests coming to dine today, it cannot be forgiven. Although the restaurant and hotel waiters felt aggrieved, they had to sign the fault sheet.

The hotel should strictly manage and adhere to quality standards, but the first thing the general manager should do at that time is: notify relevant personnel to take measures, or increase the number of banquet reception staff, reduce customer dining time, or comfort customers waiting for dinner , to relieve the guests' anxiety while waiting; remind the restaurant waiters to use honorifics and treat guests with a smile. In short, we must first ensure that customers receive high-quality hospitality services.

2. Management and neglect, lack of strong will to maintain service quality standards

Maintaining the hotel's quality standards, providing hotel services according to the designed hotel service procedures, and preventing deviations, this is One of the main responsibilities of a hotel service on-site supervisor. The effectiveness of supervision has a lot to do with whether managers have a strong desire to maintain hotel quality standards.

In fact, managers’ weak sense of responsibility is the direct cause of many quality accidents.

There is a five-star hotel in the south. When a guest was eating bread, he found a ring inside and complained to the hotel. The hotel quickly found the female baker based on the name engraved on the ring. Finally, she was fired. The baker was indeed at fault when he kneaded the dough with the ring, causing the ring to fall into the dough. But if the head chef of the bakery takes his duties seriously and strictly checks the appearance of his employees before going to work every day, will such a thing happen?

The hotel will establish various quality standards, but managers should understand , employees work not according to the hotel's standards but according to the standards actually mastered by the management. Once we tolerate nonconformity, it will always be there. In terms of methods, if you only choose one of the above, you will lower the standards and the actual performance of employees may be even worse.

3. Supervision but not guidance, forgetting the principle of gradual change

Hotel quality management should implement the principle of continuous improvement. When managers are on site, they must not only effectively supervise the work of employees, but also provide practical guidance to subordinates to improve their work. Many managers also often patrol the hotel service sites, but they have lost their sharpness and become dull after being in the Orchid Room for a long time without smelling the fragrance, or staying at the Abalone House for a long time without smelling the smell.

I was invited to a hotel for an unannounced visit. When dining in the a la carte restaurant, the hotel waiter first gave me a menu and exchanged it for the one in my hand. Why change? She explained: The last menu is new and some new dishes have been added. ?A restaurant uses two menus, and the information given to customers is inconsistent and obviously inappropriate. When we looked around the restaurant, we noticed a long clothes rack behind us, but not a single piece of clothing was hanging on it. This hanger should be used to hang clothes for customers, but customers put their coats on the back of the chair and did not want their clothes to escape their custody. Then, this hanger is redundant, and placing it in the dining room will only increase the clutter of the dining room. The management has been to this restaurant many times, so why does such an obvious problem persist for so long? The main reason is that we have lost our sensitivity and did not realize that this is a problem.

4. Talking about matters as they are, lacking the ability to deal with problems systematically

Many specific problems at the hotel service site need to be dealt with immediately. How well these issues are handled will have a great impact on the quality of employees' work. Nothing exists in isolation, but is closely related to other things, which requires managers to have the ability to think systematically. If you deviate from the principles of the system and deal with the problems faced by the situation, the result is often not to solve the problem, but only to postpone or transfer the problem. For example: There are two room attendants in a hotel, Xiao Lu and Xiao Zheng. On this day, just as the guest in the guest room that Xiao Lu was responsible for left, a new guest arrived. Seeing that Xiao Lu was too busy, Xiao Zheng went to help Xiao Lu grab a room first. At this time, a guest in the guest room she was responsible for requested cleaning. When no one came for 20 minutes, she complained to the hotel. The foreman came to find out what was going on and reprimanded Xiao Zheng: "Remember, if there is no order in the future, don't help others, take care of yourself first." The next day, the situation was just the opposite. Xiao Zheng was extremely busy. Xiao Lu wanted to help but did not dare to go. The person on duty was another foreman who asked Xiao Lu to help Xiao Zheng grab a room and reprimanded Xiao Lu. Said: "Remember, if you encounter something like this in the future, don't ask and go to help immediately." ?

Both the two foremen thought they handled the problem correctly, but they did not analyze and handle the problems that occurred on site in the guest room management system. This approach of only looking at one aspect but not the other, and dealing with problems on a case-by-case basis, only diverts the problem and causes confusion in on-site work. This phenomenon is not uncommon in hotel on-site management.

5. Only acting as a judge and lacking awareness of one’s own role

Hotel management emphasizes walking management, but what should be studied more is how to walk around. Some managers, when on the scene, only find faults with their subordinates, reprimand and punish them, and are just acting as judges. It is necessary to discover problems and punish those who violate disciplines. It is an important part of on-site management. But it may not be appropriate to think that it is the entire content of on-site management. A manager at any level is a leader. The leader's responsibility is to lead, guide, and promote so that subordinates can do their jobs well. Management is the work of letting others do their jobs well. Therefore, it is at least as important for managers to be at the scene, discover heroes and heroic stories, and promptly affirm and praise them as discovering problems. Even if a subordinate makes a mistake, as a supervisor, he should first play the role of a coach to help the subordinate find the cause of the mistake, correct the mistake, learn lessons, and not repeat the mistake again, rather than punishing the subordinate with a penalty. Of course, this does not mean that there should be no punishment. When necessary, one must dare to be a judge to maintain the seriousness of the law. In short, a manager must comprehensively design and play his role well, which is also very important for the quality of on-site management.

6. Supervision and neglect, lack of enforcement of the supervision system

Carefully designing supervision specifications and supervising hotel service sites strictly according to the designed specifications are the key to improving the quality of on-site supervision. Basic method.

The control of process quality can be carried out in three stages: The first stage is to design the process and solve the problems of people, equipment, materials, methods and environment that affect the quality of the process. An important aspect of process design is the design of process supervision specifications, which must determine supervision points, supervision methods, quality record requirements, etc. The second stage is to supervise the process according to the design specifications during the product supply process and make quality records. The third stage is to analyze and collect statistics on various quality information to provide a basis for process improvement. Whether the supervision specifications are well designed and whether they are strictly enforced has a great bearing on the effectiveness of on-site quality supervision of hotel services, and should be a problem that must be solved to improve the quality of on-site supervision.