Hotel evaluation 500 words

I found some information, I hope it will be useful to you. I hope you can get good grades in your thesis ~ ~ ~ The fierce business competition has rapidly improved the status of customers, and the management concept of "customers are God" was once popular in all walks of life. In the hotel service industry, "guests first" is regarded as a wise saying. However, with the improvement of management level and the renewal of management concept, managers combine people's concept with management concept, so that the modern management concepts of "guests first" and "employees first" are more and more applied to modern hotel management. [Keywords:] guests first; Employees are preferred; Hotel; Manage 1. As we all know, hotel staff are the guarantee of hotel quality service. With satisfied staff, we can create satisfactory service, attract satisfied guests and create good benefits for the hotel. However, in the past, hotel management has always emphasized "guests first, service first", that "customers are God" and "customers are always right", and that only by satisfying customers can hotels gain benefits, which often ignores the interests of employees, or forms a misunderstanding that guests and employees are contrary to their interests. In fact, the scope of "guests first" and "employees first" is different, but they complement each other. In hotel management, how to make "guests first" and "employees first" harmonious and unified has become an urgent task. Second, the "guest first" theory is worried that "equal hospitality" has been the way to entertain guests since ancient times. However, some marketing scholars believe that customers are inherently unequal, and there must be three or six grades. They divide customers into three categories according to their value to the hotel: the most valuable customers, the most growing customers and negative customers. Their view is that hotels should regard the most valuable customers and the most growing customers as "gods", while negative customers should choose to abandon them. Because negative customers can't bring any value to the hotel, they will only consume hotel resources. In other words, about 20% customers can bring 80% profit value to the hotel, but the cost the hotel spends on the other 80% customers is greater than the return these customers bring to the hotel. Therefore, one-sided emphasis on "guests first" is not conducive to the realization of hotel management objectives-profits. In addition, the personal quality of customers also presents different levels because of their educational background, personality temperament, social status and other factors. If the hotel emphasizes "guests first" and only pays attention to the acquisition of economic benefits, it is likely to sacrifice the social benefits of the hotel and reduce its social reputation. Third, the relationship between "guest first" and "employee first" (1) The categories of "guest first" and "employee first" are different and juxtaposed. "Guests first" refers to the attitude of hotel staff and managers towards guests, that is, taking the needs of guests as the starting point and the pursuit of guests' satisfaction as the purpose of service activities. Because "customers are the parents of food and clothing", the foothold, development and profit of the hotel need to be recognized by the guests, so it is understandable to choose "guests first" as the guiding ideology to serve the guests, meet the needs of the guests, win the guests and achieve the organizational goals. However, it must be recognized that "guests first" is only the profit guarantee of the hotel, an end, not a means. To achieve this goal, it is impossible to rely solely on the concept of "guests first". 2. Have a rational understanding of "employee first". From the long-term competitiveness of the hotel industry, employees must be the first. Because the competitiveness of the hotel comes from the employees who sincerely serve the guests and create value for the hotel. When the hotel industry truly "employees first", employees will truly "customers first". (2) "guests first" and "employees first" are interdependent and complement each other. Customer satisfaction is the foundation of a hotel's success or failure. Any hotel that loses its guests means that it loses the opportunity to make a profit. However, without satisfied employees, there will be no satisfied customers. 1. "Guests first" is a necessary means for hotels to coordinate customer relations and attract tourists. Garrett, an American hotel public relations expert, said: "No matter how big or small the hotel is, we must always plan our own direction according to the following belief: hotels should be owned by customers, managed by customers and enjoyed by customers." Hotels should put the interests and needs of customers first, in order to meet the needs of customers in exchange for the interests of the hotel. Under the condition of market economy, the "buyer's market" inevitably requires hotels to attach importance to customer work, which is also the fundamental guarantee for the survival, profitability and development of hotels. Without customers, the hotel's survival, profitability and development cannot be realized. 2. "Staff first" is the premise of hotel's survival, development and profit. Human resources are the first resource of the hotel and the basis for the hotel to create huge profits. Imagine that when an employee works in a place that is not respected and valued, how can his work enthusiasm be improved and how can his attention be focused on the guests? For hotels, the concept of "staff first" is not a denial of the theory of "guests first", but a deeper understanding of "guests first", which is the premise of the hotel's survival, development and profitability. Fourth, successful management should be coordinated with "customer first" and "employee first" (1). Without customers, there would be no us, so that employees can realize that customers are always "right". If employees realize that guests are the source of hotel benefits, the driving force of hotel development and survival, and the supervisor of hotel service quality and management level, then the way they treated guests at that time is inappropriate (but their words and deeds are legal and do not hinder the interests of other guests), tolerate and understand the "fault" of guests, give them a step, and "let" him/her be right. 2. Carry out the public relations consciousness of "guests first" and provide personalized service for guests like guests. To provide personalized service, employees should understand the needs of guests and let them treat customers in a personalized way. Because the hotel is a service industry, the goods in the service industry are services. Only by fully understanding the role characteristics of guests and mastering their psychological characteristics can we provide comfortable and comfortable services according to their different needs, impress guests and win their recognition. For example, understand the preferences and interests of guests; Provide special service options, etc. (B) the implementation of the "staff first" concept, so that employees become the core of hotel value 1. Pay attention to employee motivation and meet the personal development needs of employees. Lawrence Apare, Dean of American School of Management, once said: "Management is not about managing things, but developing talents." Respect and recognize employees from the perspective of development. When managers and employees are integrated into a working atmosphere of mutual trust and mutual responsibility, they should form a relationship between "strength" and "strength" rather than "superiority" and "weakness", insist on treating employees as strong partners, fully stimulate their talents and make progress together. 2. Implement effective hotel internal communication and give employees the opportunity to participate in management. The so-called communication is the exchange of ideas and information between people, and it is a process in which information is passed from one person to another and gradually spread widely. The process of management is the process of fully mobilizing people's enthusiasm, improving the efficiency of the organization and achieving the same goal of the hotel by exerting various management functions. Effective management comes from good top-down communication and parallel communication. Only by implementing effective communication within the hotel and giving employees the opportunity to participate in management can we unite and work together to realize the economic and social benefits of the hotel. 3. Establish a reasonable salary system. The famous Maslow's demand theory basically divides human needs from low to high into five levels, namely, physiological needs, security needs, social needs, respect needs and self-realization needs. Employees need motivation, of course, spiritual motivation is one aspect, but material motivation is undoubtedly very important in reality, especially for the vast majority of hotel front-line employees. According to the survey, most hotel employees (especially front-line employees) have a low salary level with reference to the average salary level in the market. Many employees are not enthusiastic about their work or even quit, which is related to this. This shows that it is the basis for hotels to realize enterprise value, business objectives and meet the material needs of employees. Moreover, the welfare provided by the hotel to employees is not charity, but the reward of employees' labor. In terms of wages, bonuses, welfare, working conditions and other material benefits, the hotel should give employees reasonable remuneration, and reassure employees in terms of medical insurance, pension insurance, unemployment insurance, labor insurance, housing provident fund and so on. In this way, employees can have no worries and pursue higher-level needs. 4. Care about employees' life. The service work of hotel employees needs to face all kinds of guests and coordinate with all kinds of internal and external interpersonal relationships. Front-line employees have to pay a lot of physical labor, and sometimes they can't get the understanding and respect from the other side. The work of hotel staff is not easy. Therefore, caring for employees' lives is a problem that hotels should attach importance to, so that employees can be warm-hearted, smooth and energetic. For example, the hotel can organize all employees to participate in outbound travel, so that employees can broaden their horizons, increase their knowledge and relax after intense work; Every employee's birthday can express material and spiritual congratulations, so that employees can feel the warmth and care of the group and enhance team spirit and collective cohesion. 5. Scientific management based on "employees first". It is worth noting that "employee first" is not the "first" after ignoring management. "Employee first" should be reflected in the care, love and cultivation of managers under strict management of employees; While pointing out the shortage of employees, actively guide and motivate employees to help them make progress; Create an environment and opportunities for employees to work, study and develop, so that employees have a sense of honor and belonging in the hotel. Fifth, summarize the essence that every hotel can't avoid its interests. It may not be appropriate for hotels to ask employees to meet all the requirements of customers on the grounds that "customers are God". Without satisfied employees, there will be no satisfied guests. Only by treating employees with care can employees treat their guests with care. Therefore, only when the hotel's "guests first" and "employees first" coordinate with each other, insist on putting employees' interests first, and respect employees' contributions, employees will really put guests' needs first. Only in this way can we bring first-class customer service level, good financial performance, benign interaction and sustainable development to the hotel. [References] [1] Solon. Hotel management [M]. Beijing: China Textile Publishing House, 200 1. [2] Ber Ber. Tourism hotel marketing [M]. Shenyang: Liaoning Science and Technology Press, 2000. [3] Li Zhushun. Tourism psychology 2005. [4] Zhang Wenjian. Tourism service marketing [M]. Shanghai: Lixin Accounting Publishing House, 2003. [5] Fan Yunming. Tourism service quality standard [F]. Chengdu: Sichuan People's Publishing House, 2000. [6] Henry Hui Wang, Yu Yanping. Customer relationship management in tourist hotels [M]. Beijing: Tourism Education Press. Patrick McCarthy. Win the hearts of customers in this way [M]. Harbin: Harbin Publishing House, 2006, (6). [8] Yining. Cultivate the spirit of employees [M]. Beijing: seismological press, 2006, (1 1). [9] Xie Su. Travel agency communication.