What are the management methods of service industry?

Limited by the differences in industry characteristics, working environment and employment conditions, the management of employees in catering hotels is quite different from that in general enterprises. These managed objects have their own advantages: young, energetic and receptive, but at the same time they also have their own shortcomings: generally low academic qualifications, lack of self-management, and easy to "follow the crowd". In addition, their quality is uneven, and the form and degree of accepting "management" are different, which brings great difficulties to management. So, how to manage the employees in these restaurants?

Institutionalized management. The management and institutionalization of restaurant staff are still indispensable. From EMKT.com.cn, China, there has been a saying since ancient times that there is no Fiona Fang without rules. Generally speaking, management must be based on these "rules". The cultural quality of employees in catering hotels is often not high. Therefore, a systematic and advanced management system may not play much role for them. Therefore, restaurants should follow the following points when using the working hours of system administrators:

1, the system should not be too cumbersome. If there are too many regulations, it is often difficult for restaurant managers to implement them. If it is not effectively implemented and discounted, many systems will become a mere formality, and finally the seriousness of the whole system will be greatly reduced. Therefore, in order to avoid this, we should simplify the system and implement the "slimming" plan. We should constantly instill daily management (such as attendance, dress, etc.) into them. ), standard speech, business etiquette, health system, service standards, etc. These are often used at ordinary times, so that you can get familiar with them and realize them easily.

2. System management should be rigid. The key to management lies in assessment, and the key to assessment lies in implementation. Therefore, when implementing institutionalized management, we must treat the system equally, and we can't favor one over the other. Only when "everyone is equal before the system", catering service personnel or middle-level managers can truly believe in the seriousness of "law" and let everyone abide by it calmly, and the system can exert its power and make everyone dare not "cross the line".

Institutionalized management is the foundation and guarantee of hotel personnel management. A restaurant without discipline is bound to be full of loopholes in management, and it is difficult to become stronger and bigger. Because of all the competitive factors, the human factor is the first. As a "selling point" based on service level, catering hotel staff can truly reflect the benefits of management only by holding high the banner of system management.

"Independent" management. Restaurant hotel staff, whether lobby managers, front office managers, front desk waiters or backstage operators, all come from the same group-migrant workers. Therefore, in the management of catering hotel staff, if we can take the "autonomous" way to carry out self-management, it can often play a better role in promoting. The specific operation method is:

1. After training or one-on-one help, their organizational and management skills can be improved rapidly, and they can take on management responsibilities such as foreman, lobby manager or front office manager.

2. Transform the system of the catering hotel into a form that they can understand and implement, and set an example to implement it through the emergence of the elected "independent responsible person", thus driving the implementation of the entire catering hotel staff.

The advantages of this are:

1, managers are more likely to gain their trust. This is much better than hiring a manager to "impose" management with rules that restaurant staff can't understand, and it is easier for them to recognize and finally implement it.

2. "Autonomy" enables them to see their career prospects better. Because the "leaders" of autonomy come from their side, they have more sense of identity and more professional "temptation", because if they obey the rules and do well, they may be the next managers.

The power of example is infinite. Through "autonomous" management, as a restaurant hotel, it can achieve the effect of low-cost management, and the cost is very small, but it is easy to let the system land, which can be described as killing two birds with one stone.

Replace "management" with teaching. As restaurant staff, they are too eager for "high pressure" management, which is limited by their experience and psychological endurance. They often find it hard to accept and even refuse to implement it with "soft boycott". Therefore, it is a more effective way to brainwash them in the form of teaching instead of "management" and let them accept the management concepts and methods of the hotel. The specific implementation method of replacing "management" with teaching is:

1, teaching management. As a restaurant, whether it is the lobby manager of grass-roots managers, or the front office manager, ordinary waiters, or even chefs, they need to constantly learn and improve. Some hotels even set aside a certain time every week to organize employees to study. In fact, this is a good time to instill hotel management concepts and actions. By repeatedly emphasizing the content and tools of management in the process of training or on-site guidance, it plays the role of coach. For example, how to greet customers on-site simulation exercises. , prompting them to master the skills of receiving customers, and at the same time increasing the specific requirements, which has played the role of "silence is better than sound".

2. Teaching in the subway. In the management of hotel staff, don't forget to teach them how to do it, so that hotel staff can understand that hotel management is to help them improve and serve them, thus eliminating their vigilance against managers and better understanding the significance of hotel management. For example, the lobby manager of a hotel found that the hostess's standing posture was not standard, and immediately corrected it on the spot, and pointed out the influence and significance of her standing posture standard on a star-rated hotel as a receptionist, so as to achieve teaching effect while managing.

Escrow by teaching and integration of teaching management can avoid management just for management's sake, avoid contradictions and conflicts between managers and the managed, and make management naturally implemented without "rushing", leading to the resistance and dissatisfaction of the managed.

Humanized management. Many staff in catering hotels are rural, and their life and work pressures are unusual. Therefore, if they can be given humanized management methods in management, they will be more easily welcomed and favored, and they prefer subtle and gentle management methods. Attention should be paid to the implementation of humanized management:

1, humanization is not equal to humanization. As a restaurant, humanized management is very necessary. But don't be human.

Equivalent to humanization. Humanized management is based on management rationality, and pays more attention to the feelings, acceptance and acceptance methods of the managed. However, people-oriented management is often easy to forget the principle, and finally let management and system forget. Management has become "harmony", "hello, I am good, everyone is good", "muddling along" and "playing Tai Chi", which makes management impossible. Humanized management, in fact, is a high-level management, which can achieve the purpose of management without revealing the mountains and dew. For example, some hotels introduce the method of not fine for the first time when the manager works, but will be punished again within a certain period of time. Specifically, the first time they violated the system, they just issued a ticket, not a real fine. They are just warning you and reminding you, but if you violate the system again within one month and execute the punishment twice, this is the humanized management method. After all, people are not gods, and everyone makes mistakes. Giving them the opportunity to make corrections can sometimes indirectly achieve the effect and function of supervision.

2. Communication is the core of humanized management. In the management of restaurants, communication is essential. Good communication is better than any form of management. For example, some hotels offer "general manager reception day" and "general manager meets you face to face". It is through this one-on-one communication mode that hotel employees, especially grass-roots employees, can understand their living state, working state and psychological state. For example, where do they come from and what are their living habits? Eating habits, adaptability, etc. So as to worry about what they are anxious about, think about what they think, care about what they need, establish internal emotional ties with them, make them moved, let them accept the enterprise from the heart, accept management, and finally achieve the effect of inaction.

Humanized management requires managers to put down the shelf of managers, lean down and become intimate friends with employees. Through empathy, empathy and two-way interaction between managers, Qi Xin will work together to do a good job in management.

Trusteeship management. In recent years, with the continuous emergence of chain restaurants, some specialized catering management companies have emerged, so many catering hotels have introduced trusteeship management. As a third-party hosting company, it is the inevitable result of the professional division of labor in catering hotels. However, the management of managed employees should pay attention to the following two points:

1. manages the output specification, but the implementation of the specification should be gradual. Because the cultural literacy of restaurant employees is generally not high, it is unrealistic and undesirable to instill processes, systems and norms in an attempt to let them master them all at once.

2. Trusteeship management should be effectively grafted with catering hotels. That is to say, when the third-party management company is a manager, it must combine the excellent and advanced management system with the actual situation of the hotel, combine the quality and level of the hotel staff, implement management measures in a targeted manner, and do management according to local conditions, instead of copying mechanically and ignoring the reality.

Managing employees has the following benefits:

1, avoiding the disadvantages of being too familiar with employees and being difficult to manage. Because it is a third party, there is no embarrassment of "no" because it is too familiar, and as an employee, it is even more awe-inspiring for unfamiliar third-party "managers".

2. It can make catering hotel resources centralized and well managed. With the help of a third party, as a restaurant, the cost of establishing a management department can be reduced, and the dishes and services of the restaurant can be specialized, so as to enhance its core competitiveness and better improve product quality and service quality.

Managed management, or management outsourcing, is the future development trend of catering hotel management. However, only by grafting this third-party management on the solid soil of catering hotels can employee management be targeted and more effective.

Management produces benefits. In a word, the personnel management of catering hotels is a new topic faced by catering hotel operators. As a manager, only by tailoring the management mode according to the actual situation of catering hotel employees can management really play its due role, make the operation of catering hotels icing on the cake and continuously create greater benefits.