What does hotel culture mean?

Date of publication of Beijing Hotel website: April 2, 20061Source: hotel culture.

The construction of hotel culture is not only people-oriented, but also corresponds to the material, technical and conceptual aspects of hotel culture. Hotel managers can construct hotel culture from the aspects of design and construction (including decoration), system specification and service quality.

First of all, use the architectural form and interior decoration of the hotel to reflect the cultural connotation.

Hotel buildings always exist in a certain humanistic environment. A hotel with cultural connotation can make guests and the public feel and form its cultural background, historical tradition, national thoughts and feelings and local cultural features through architectural forms. This requires hotels to deeply understand the traditional essence of national history and humanities, understand the spirit of the times, and choose architectural symbols with the most local humanistic characteristics to express culture and traditions and reflect the trend of the times. The architectural form should be novel and exciting, full of aura, full of personality and pursuing cultural taste, so that the hotel has the humanistic beauty of history and culture, conveys richer cultural information and connotation, gives guests a kind of inner voice, and makes guests deeply shocked and impressed in appearance. To do this, architecture must have a theme and its own characteristics. We can't do matchbox architecture as before, and we can't blindly pursue western-style architecture. Whether it is hotel construction or interior decoration, we should consider a theme in advance, and pay attention to its spiritual function and cultural aesthetic value besides its use function. In particular, it is necessary to emphasize the rendering of artistic conception and atmosphere. Grand Hyatt Beijing Oriental skillfully uses the square pattern concept of traditional quadrangles in the overall image design to perfectly reproduce the ancient oriental charm, which is magnificent and elegant. The hotel's logo looks like a jade seal, which is quite royal. The crescent-shaped building structure provides a mellow and transparent momentum, which achieves a dynamic balance between the royal family's dignity and the elegance of water, and is skillfully integrated into modern architecture, which means that it will bring good luck to the guests who stay. There are also a number of hotels in Shanghai, such as World Trade Hotel, which are very distinctive in both architectural form and interior decoration, and some of them have become landmark buildings in Shanghai. There are many hotels in our province with good architectural forms and interior decoration, such as Shaoxing Xianheng Hotel, Hangzhou Zhijiang Hotel and Anji Xiangyi Hotel.

Second, ensure the continuity of hotel culture with institutional norms.

"Holding the jade in one hand and the sword in the other" is a management thought put forward by Kōnosuke Matsushita, the founder of Panasonic Corporation and the famous god of management. "Jade in one hand" refers to sympathy and kindness to others; "Holding a sword in one hand" means strict management and training. In management, both are indispensable. Only the love and kindness of "jade", without the majesty of "sword", it is difficult to have a successful career and cultivate talents; Only "sword", not "jade", can't convince people, feelings will be alienated, employees will not follow you wholeheartedly, and the cause will still fail, so be sure to hold the jade in one hand and the sword in the other, and take care of both hands.

Hotel institutional culture refers to the sum total of a series of plans, norms and systems formulated, promulgated and implemented by people in order to maintain the continuity of management, work and life, meet the objective requirements of hotel management, take the hotel management concept as the guide, and permeate hotel values and moral norms. Hotel institutional culture is a combination of people and things, people and hotel operation system, which is not only a reflection of people's consciousness and ideology, but also a certain material situation. At the same time, the intermediary nature of hotel system culture is also manifested in that it is the intermediary between spirit and material. Institutional culture is not only a fixed form to adapt to material culture, but also the main mechanism and carrier to shape spiritual culture. It is an explicit culture composed of hotel leadership system, organizational form and management form, which is recognized and consciously followed by the majority of hotel employees, and is a normative culture that restricts the behavior of hotels and employees.

Hotel management system is a variety of mandatory rules or systems formulated by hotels in management practice. Nothing can be done without rules. Generally speaking, the hotel management system affects and restricts the general trend of hotel culture development, and also promotes the development of hotel culture in different hotels in the direction of personalization.

Hotel institutional culture mainly includes three aspects: leadership system, organizational structure and management system.

Hotel leadership system is the core content of hotel institutional culture. The emergence, development and change of hotel leadership system is the inevitable result of hotel production development and the product of cultural progress. Hotel leadership system is the general name of hotel leadership style, leadership structure and leadership system, among which leadership system is the main one. The leadership system of hotels is restricted by productivity, superior administrative leadership system and culture. The replacement of superior administrative leaders, the improvement of productivity and the progress of culture will all produce corresponding leadership systems. The hotel leadership system in different periods reflects different hotel cultures. In the hotel system culture, the leadership system affects the establishment of hotel organizations and restricts all aspects of hotel management.

Hotel organization refers to the internal components of the hotel and their relationships planned and established by the hotel to effectively achieve the hotel goals. If the hotel is regarded as a biological organism, then the organization is the skeleton of this organism. Therefore, whether the organization adapts to the requirements of hotel management has a great influence on the survival and development of the hotel. Different hotel cultures have different organizations. What affects hotel organization is not only the leadership mechanism in the enterprise system, but also the hotel environment, hotel objectives, hotel production technology and the ideological and cultural quality of hotel employees in hotel culture.

Hotel management system is a variety of rules and regulations formulated by the hotel in order to obtain the greatest benefits in the management practice, and can guarantee certain rights, including hotel personnel system, democratic management system and other rules and regulations. Hotel management system is a powerful measure and means to achieve hotel goals. As a model of employee's code of conduct, it can make employees' personal activities reasonable and become a compulsory means to safeguard employees' interests. Therefore, the management systems of the hotel are necessary and powerful guarantee for the normal production, operation and management of the hotel. The management system of excellent hotel culture must be the embodiment of scientific, perfect and practical management methods.

Third, improve service quality with hotel culture.

Service is the main product of the hotel, and the ultimate goal of service is also the most primitive motivation, which is to satisfy the guests. With the intensification of market competition in the hotel industry, the improvement of guests' consumption consciousness and the pursuit of high added value, hotels have higher and higher requirements for service quality. "Guests first" can be said to be the common sense of modern hotel industry. However, how to make this knowledge become the standard of hotel operation, and ensure that every guest who comes to the hotel becomes a "food and clothing parent" in the eyes of hotel staff, and do their best to provide the best consumption experience for the guests regardless of their background, status, economic situation and appearance. The key is to cultivate employees' service consciousness, that is, to establish a unique service culture, which is inseparable. Due to historical reasons, service culture has not played a role in China's traditional culture, and China is a country lacking service consciousness. Today, 60% or even more of the national income of western countries comes from the service industry, which has become the pillar of world economic development. Marriott, the founder of Marriott Hotel Group, said, "Life is service", and we are always in the environment of serving others and being served by others. Therefore, in the construction of hotel service culture, we must abandon the dross in our traditional culture and cultivate the service consciousness of our hotel staff with sincere and pure service concept and spirit. In addition, due to the increasing consumer taste of customers, the service industry tends to be personalized, and personalized service is the key to the success of the hotel industry in the 2/kloc-0 century. Personalized service is a kind of non-institutional culture and non-standardized service, so it depends more on a good organizational atmosphere and hotel culture. It can be said that without a good hotel service culture, personalized service is like passive water.

Secondly, the hotel culture should be integrated into the service process to improve the service quality. For example, the "tea art" in the hotel. When hotel employees provide services to guests, their service processes will unconsciously reveal the corresponding cultural connotations. What kind of guests come and what kind of tea to drink. Some people like to drink green tea, some people like to drink black tea, some people like to drink scented tea; Some people like to drink hot tea, while others like to drink herbal tea. Some people like to drink sugar tea, others like to drink milk tea. The waiter should know in advance or ask for the guests' opinions on the spot. When serving tea, we should also pay attention to the rules of serving tea, pay attention to the saying that "tea is full of deceit" and "seven teas and eight drinks", and whoever wants what kind of tea will serve tea. The order of serving tea is also very particular: guests first, hosts second, ladies first, men first, elders first, and so on. What posture does the waiter use to serve tea, how to show humility and respect to the guests, how to grasp the opportunity to renew the water, and how to renew the water many times. The original simple tea drinking is quite rich and the procedure is quite complicated. Its significance has gone far beyond ordinary tea drinking, but is a display of China tea culture and hotel culture.

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