What does hotel management study?

Professional Quality Training of Hotel/Hotel Front-line Supervisors

Front-line supervisors are the grass-roots managers of hotels/restaurants, the leaders who directly manage the production, marketing, service and other business activities of hotels/restaurants, and play a connecting role in hotel management. At the same time, he is also a front-line employee of the hotel and "the person who deals with the guests the most". Therefore, the comprehensive quality of front-line supervisors is related to the implementation of hotel/restaurant business philosophy and the improvement of management service level. But in reality, there are few opportunities for hotel front-line supervisors to receive training, which will inevitably affect the management and service level of the whole enterprise.

Start an article

First, start class and break the deadlock.

The head teacher/teaching assistant begins the class.

Ice-breaking game

Second, team building.

Group activities

Reward and punishment measures

Training agreement and signature: take this course in a management way and learn scientific management in class.

Conceptual article

The first part is the necessity of professional training for front-line supervisors.

1. Why do we need professionalism?

2. What is "professionalism"

3. The contents of the professionalization of enterprise front-line managers

4. The concrete embodiment of professionalism.

On-the-spot discussion: the common confusion of front-line supervisors and its interpretation and analysis

The second part, the management system of front-line supervisors.

1, the current situation and problems of front-line supervisors

2. The role and orientation of front-line supervisors

Tool discussion: discuss the job description of the front-line supervisor of the hotel/restaurant.

3. Front-line supervisors should have the ability of "three heads and six beards"

Scenario simulation: the practice of front-line supervisors

The third part is the professional quality training of front-line supervisors.

1, strengthen team spirit and team consciousness

2. Improve and perfect moral cultivation.

3. Emotional self-control and charm building

Case sharing:

Actual combat article

The first part, the daily management of front-line supervisors.

1. Item 1: On-site confirmation

2. Item 2: Work handover

3. Item 3: Pre-shift meeting

4. Item 4: Job Confirmation

5. Item 5: Grasp the change point.

6. Item 6: Abnormal reaction

7. Item 7: Communication, liaison and coordination

8. Item 8: Guide the cashier.

9. Item 9: Work Summary (Handover) of After-work Meeting

Student feedback: work promotion point

The second part, the management of front-line supervisors' pre-shift meeting and post-shift meeting.

1, the necessity of pre-shift meeting and post-shift meeting

2. How will the pre-shift meeting and the post-shift meeting be held?

3, the focus of the pre-shift meeting and post-shift meeting and operation process

Case Sharing: Practice of Excellent Hotels/Restaurants

Group drills and group peer reviews, lecturer comments.

The third part, the six regular management of front-line supervisors

1, six conventional management methods of site management

2, six constant management improvement objects and objectives

3. Steps to implement the Six Constant Methods ("Roche's Eleven-Step Golden Rule")

Practical Tools-Case Studies:

The fourth part, the time and target management of front-line supervisors.

1, clean up your own time flow.

2. First, do something urgent and important.

3. The time employees spend with you.

4. Four magic weapons of time management

Memo, work plan, efficiency table, time management matrix list

5, the four principles of management by objectives

Smart principle of target management, one-minute target management method, target implementation and landing principle, target decomposition principle

Tool application: time and goal management tool application

The fifth part, the personal leadership shaping of front-line supervisors.

1,"5 why" method to deal with the work of personal leadership.

2, the difference between power and influence

3. What is influence? Characteristics of influence

Fable Analysis: The Story of Chen Atu

4. Eight rules for building influence

5. Six principles for handling complaints from subordinates.

6. 42 ways to build reputation

Application of case study tools

The sixth part, stress and emotional management of front-line managers.

1, the objectivity of emotion and pressure

2. Shape the sunshine mentality

3. Simple and easy-to-use emotional control methods

Take a deep breath, look in the mirror, hint to yourself, "wash your face" and talk.

4, the secret of happy work

Application of game interactive tools

The seventh part is to improve the communication ability of front-line managers.

First, understand efficient communication.

1. Know and communicate?

Field test: self-test of communication ability

2. Information communication funnel model

3, the form of communication

4. The golden and platinum rules of communication

5, 8 golden communication sentence patterns

6. 15 Effective communication skills

Second, how to communicate with superiors, peers and subordinates

Excellent communication skills

1, Effective communication skills with the boss-get support

2. Communicate with superiors-the principle of kissing

Video Appreciation: A Fragment of "The Founding of the People's Republic of China"

Peer communication skills

1, Effective communication skills with peers-getting cooperation.

2. Inter-departmental communication skills

Subordinate communication skills

1, Effective communication skills with subordinates-gaining obedience

2, correctly convey the intention of the command

3. How to make men take the initiative to accept orders?

4. Praise the skills of subordinates

5. Methods of criticizing subordinates

Practical tools and applications: hamburger method.

The eighth part, the front-line supervisor team and cultural construction.

1, Viewing Culture from "Unsolved Paradox"

2. Team culture system

3, public relations culture-to create their own circle of influence.

4, learning culture-a threesome, there must be my teacher.

5. Team culture-enjoy "common happiness" in catching up with others.

6, management culture-the temptation of efficiency and system.

7. Implement the culture-enjoy the beauty of "doing your best".

8. Growth culture-the ideal uphill road.

9. Team culture activity case-"Bright Star" activity

Hard answer, hope to adopt!