Hotel human resource management

For the labor-intensive hotel industry, human resources are one of the most important resources for enterprises. In the era of fierce competition for talents, hotels must attract and retain excellent employees and improve their satisfaction and loyalty. Employees first? The concept of "human resource management" has been thoroughly implemented in human resource management.

? ? Only satisfied employees will have satisfied customers? . In service work, employees are in direct contact with customers. The working attitude and mood of employees will directly affect the service quality. If a hotel wants to provide reliable and high-quality service to its customers, it must put employees first and give full consideration to their needs.

? The high staff turnover rate has always been a headache for the hotel industry in China. Staff turnover will bring a series of negative effects to hotel management, such as the decline of service quality, the loss of tourists, the increase of replacement and training costs. Only by attaching great importance to the needs of employees and putting employees first can hotels reduce the turnover rate of employees and improve their job satisfaction.

? What should the hotel do? Employees first? To implement the concept of human resource management, I think we should start from the following aspects:

Most hotels take the initiative in the recruitment and employment of employees, and obtain the information of job seekers through strict interviews and employment tests, so as to judge whether the skills and knowledge of job seekers meet the job requirements. However, job seekers lack relevant information to judge whether they are satisfied with the job they are applying for and whether they are competent. A lot of research shows that how to make job seekers fully understand the content of the job they are applying for, the possible development in the hotel in the future and the difficulties they will face. It is helpful for the hotel to choose better employees, strengthen the confidence of long-term work and struggle in the hotel, and enhance the cohesion of the enterprise. Therefore, the hotel should comprehensively and objectively introduce the hotel situation, the content and requirements of employees' work, and the training, promotion, salary and benefits that the hotel can provide for employees. Let job seekers have enough information to decide whether to work in a hotel or not.

In order to reduce the possibility that employees' satisfaction is reduced due to outdated technology or setbacks in their work, which will lead to a decline in productivity. Hotels should guide employees to determine their career goals from the moment they enter the store, help employees design personal growth plans, and provide employees with appropriate development opportunities. This can reduce employee turnover and improve employee satisfaction.

More effective career development practices that hotels can adopt are as follows:

1, pay attention to staff training

At present, some domestic hotel managers only emphasize short-term economic benefits and lack long-term vision. They think that training will only increase the cost of enterprises and reduce the profit, while ignoring the training of employees. There are also many managers who are worried that employees will change jobs sooner or later and are unwilling to make great efforts to train employees. Because of this, many foreign hotels have poached a large number of outstanding talents from domestic hotels in order to provide better training and development opportunities for their employees. With the rapid development of hotels today, hotel managers should realize that people are the first element of hotel success. Only high-quality employees can improve the competitiveness of hotels. Therefore, hotel managers should be based on? Employees first? The principle of attaching importance to employee training and providing employees with various charging opportunities. Take Beijing Great Wall Hotel as an example. The hotel manager put. Employees first? As a fundamental event, I have established a good training file in the internal department and have been conducting follow-up training according to my own development. I will supplement what I lack, and carry out what kind of skills training I need at work, so that employees can constantly update their knowledge and skills to meet the growing demand for knowledge management. It is precisely because of this that employees are reluctant to leave the Great Wall Hotel, because they can learn new knowledge, enrich themselves and improve themselves.

Hotels should provide a series of training guidance according to the characteristics of employees. In addition to classroom training, this kind of training can also be carried out in many ways, such as seminars, temporary acting supervisors and other participatory and heuristic training. Staff training should be all-round, besides various job skills training, there should also be comprehensive quality training in psychology, management and marketing.

2. Establish an in-store recruitment system.

The hotel should provide all employees with information about vacant positions through bulletin boards and publications, so that qualified employees have the opportunity to participate in the application. At the same time, when there is a vacancy in the hotel, we must first make an open recruitment supplement in the store. When the store can't replenish the goods, it will be replenished from outside the store. Marriott Group has always adopted the internal promotion method, encouraging employees to have promotion opportunities as long as they work hard. More than half of its management was promoted from within.

3. Change jobs regularly

Hotel employees, especially those who serve the front line, usually have a single job. Employees who have been engaged in repetitive work for a long time are prone to boredom and the quality of service will be reduced. Hotels can change employees' jobs by job rotation and arranging temporary tasks. , and provide employees with various experiences to familiarize them with diverse jobs. Through employee training and job rotation, we can not only avoid the boredom of monotonous work to a certain extent, but also improve the enthusiasm of employees. It can also save the labor cost of the hotel. The hotel can adjust the staffing according to the different seasons of each department. In addition, through rotation, employees can not only master the service skills of each position, but also be familiar with the service processes of other positions, which is helpful to improve the coordination of work between departments.

4. Provide employees with tools for self-assessment.

In order to establish a correct career development plan, employees must fully understand themselves and know themselves, so as to determine practical career goals. The hotel should assist employees in self-assessment. Let employees evaluate themselves correctly through evaluation software and timely work feedback. For example, Yichang International Hotel has adopted a set of software to evaluate the basic quality of talents. The software can test everyone who applies for career design. Through testing, testers can know their greatest potential and the most suitable position, so as to quickly determine their own development direction and maximize their potential in practice.

5. Provide various promotion channels.

In hotels, employees who serve the front line often have only one future, that is, promotion to management positions. Although many excellent service personnel have been trained and trained to take up management positions, they are fully qualified for administrative work. However, there are also many excellent service personnel who can't do administrative work well or don't like administrative work, but a number of backbones have been lost in the front line of service work.

In this regard, hotels can formulate two different promotion systems for front-desk service personnel and back-office service personnel, and set several different levels for each position. Excellent service personnel can be promoted to the post level and increase their salary, but they don't have to leave the front line of service. Different grades of waiters have different responsibilities. For example, senior waiters not only need to complete their own service work, but also need to train new waiters. In this way, the hotel can not only achieve the effectiveness and strength of excellent employees, but also enable enterprises to achieve the purpose of reasonable employment.

The success of the hotel is inseparable from the creativity and enthusiasm of the staff. Hotels should create a harmonious family atmosphere for employees, so that employees can fully express their opinions and actively participate in management. As front-line employees, they know the needs and requirements of customers better than managers. It's better to find problems at work. Managers must strengthen two-way communication with employees in order to make better decisions. Managers can use the general manager's suggestion box, the general manager's reception day, and have lunch with the general manager to strengthen communication with employees. In addition, managers should not only strengthen communication with existing employees, but also pay attention to? Job hopping? Employees often point out the problems in enterprise management more directly and accurately than existing hotel employees. Managers should get to know their employees better? Job hopping? Reasons, take corresponding measures to better solve the problems existing in hotel management. Secondly, hotels should also create a learning-oriented corporate culture and promote mutual exchange and learning among employees. Is it widely used in foreign hotels? Coffee party? Way, not only coffee as a place for employees to communicate. Employees can have various discussions here, share their work experience and learn from each other.

The hotel allows employees to participate in management, which can further exert their subjective initiative, enhance their sense of responsibility, make employees more aware of the requirements and expectations of managers, and be more willing to cooperate with managers to do a good job in service. In addition to encouraging employees to participate in management, the hotel can further delegate some decision-making power to employees by means of authorization, so that employees can respond to customers' questions quickly according to specific conditions. The main job of managers is to supervise, help and praise employees, which can greatly stimulate the enthusiasm of employees.

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