How to be a manager of a small hotel

2. All the work contents of the receptionist

3. In the absence of the manager and deputy manager, be responsible for the operation and management of the hotel.

4. In the absence of the room supervisor, perform the duties of the room supervisor.

5. Check whether employees meet the requirements of hotel standards in their daily work.

6. Control the room state to maximize the benefits.

7. Handle crisis events on the spot

8. Handle guest complaints

9. Collect guests' opinions and suggestions.

10, check the restaurant environment and opening preparations.

1 1, property management and guest supplies management

12. Check the quality of guest rooms according to the specified figures.

13, responsible for night audit.

You should know everything in the hotel when there is no accident. When there is an accident, you must believe in your major, such as public security, security engineering and engineering department. All departments have their own professionals. All you have to do is make these departments work normally.

First, keep in touch and communicate with superiors.

When encountering major problems, the manager on duty shall not make blind decisions, and must report to the general manager or the deputy general manager in charge and the assistant general manager for instructions in time to decide the correct disposal plan. Therefore, the manager on duty should know and record the home address and telephone number of the general manager, and it is best to know the home addresses of the managers of the engineering department and the security department in an emergency.

When something important happens, the hotel leader must be present, and the manager on duty can invite the leader near the hotel to deal with the problem first according to the situation.

Second, understand the situation of the personnel on duty in each department

Due to the professional limitation of the post, the manager on duty can't be as familiar with the overall work of the hotel as the hotel leader. This contradiction that he is unfamiliar with the overall work and needs to be temporarily responsible for the overall work can only be solved through the close cooperation of the personnel on duty in the department.

Understanding of the personnel on duty in this department includes:

Name of personnel on duty, location of duty room, contact telephone number, etc. ;

When the manager on duty knows the names of the personnel on duty in each department, he can assign his own priorities first. If the person on duty in a department is a department leader or an experienced administrator, the "safety factor" is estimated to be higher, and some problems can also be discussed by * * *, and the manager on duty will finally come up with a solution. On the other hand, if the strength of the personnel on duty in a certain department is weak, the manager on duty should store these "information" in his mind and pay more attention to it during the duty.

Third, keep in touch with all departments and posts at any time.

It is best to fix the duty room of the duty manager. If the duty room cannot be fixed due to objective conditions, it is necessary to inform all departments and the assistant manager of the lobby of the location and telephone number of the duty room at the beginning of the duty.

To keep in touch with various departments and important positions, we should use the word "anytime". The manager on duty should inform the switchboard of his whereabouts during patrol and inspection activities.

Fourth, master the business situation during the duty period.

Business is the central work of the hotel. As the purpose of the hotel, "guests first, first-class service" is to make guests get the greatest convenience and satisfaction. Therefore, the manager on duty should understand the business situation of the relevant positions such as the front desk when taking over. When important guests or large tour groups arrive at the hotel, the manager on duty should meet them at the scene and help to direct and coordinate, so as to give full play to the initiative of the manager on duty.

The manager on duty, while mastering the business situation, had better know about the weather forecast, so as to prepare for rain and wind.

Five, need to strengthen the inspection of the site.

As a whole, every part of the hotel is very important. The part that needs the duty manager to strengthen the patrol inspection is not to see whether the position is important, but to see whether there is the possibility of problems.

According to the usual rules, the manager on duty should pay more attention to the parts with the most guests (such as restaurants and lobbies) and the parts with the least number of people on duty (such as power distribution room and elevator machine room) or call frequently to ask about the situation.

Sixth, do what you can and give full play to your role.

If a manager on duty hands over the problems that could have been handled to the leader, or undertakes the problems that cannot be handled, it cannot be regarded as a functional role, let alone a qualified manager on duty.

The thinking of the manager on duty must be clear, and the analysis and judgment require quick response and high accuracy. Because everyone's ability is different and their environment is different, if the former manager on duty can handle the same thing well and he feels overwhelmed, he should not take risks, but should be responsible, and don't consider the problem from vanity, so as not to bring losses to his work.

Although some issues are of great importance, time allows us to suspend our position, and the manager on duty is not sure. We can wait for the hotel leaders to go to work before making a decision.

Seven, continuous learning, improve the ability to adapt.

The manager on duty should pay attention to learning from others' good experiences and practices, sum up his own experiences and lessons in work practice, and strive to improve his ability to deal with various problems according to circumstances.

The problems that occur in hotels at night are regular, usually public security problems and engineering problems, but the manifestations of these problems are ever-changing and can be said to be varied. This requires the manager on duty to have strong adaptability, which consists of observation and analysis ability, comprehensive judgment ability, design scheme ability, deployment ability and organization and implementation ability. This adaptability is based on the accumulation of hotel business knowledge, natural science knowledge and work experience, rather than simple ability.

Eight, do a good job of manager records and succession.

At the end of the shift, the manager on duty should carefully record the handover, especially for the departments that need to solve the "legacy" problems one by one, and make written records for inspection and implementation.

For the problems handled on duty, we should do a good job of reporting to the general manager or the deputy general manager and assistant to the general manager afterwards, explain the situation at that time, as well as the process, scheme and result of handling the problems ourselves, and listen carefully to the opinions of the leaders on duty.

In a word, the job of hotel manager is a highly responsible and demanding job, and it is an art and knowledge of hotel management. Through this job, you can deepen your study and understanding of hotel business knowledge, constantly enrich and improve yourself, and increase your knowledge and talents in time.