How to manage hotels by objectives?

Hotel management by objectives has made some achievements in the process of hotel development, but there are also some shortcomings and problems to be improved in the future. How to make the hotel develop better in the future, we should determine the business objectives, that is, first implement target management for the hotel. The goal is the situation and standard to be achieved. In the basic function of management, planning is completed at the beginning of management activities, and planning is to set goals. Management by objectives is a new management method with objectives as the guide, benefits as the center, incentives as the means, and setting objectives, guiding the realization of objectives and measuring results as the basic contents. It can effectively mobilize the enthusiasm of all employees, enhance the sense of responsibility and honor, restrict the arbitrariness of managers' decision-making, and enhance the scientific management. The implementation of management by objectives will achieve fruitful results in both management and operation. Operating income has increased steadily, the initiative and enthusiasm of employees have improved, and all kinds of complaints and accidents have decreased significantly. Practice has proved that management by objectives is a very scientific management mechanism and has strong vitality in the fierce market economy competition.

The leading role of management by objectives in hotel management is that objectives determine the direction of hotel management, it is the internal motivation to motivate managers and managed people, and it is the basic measure to evaluate and assess the effectiveness of work. Therefore, determining the goal is the starting point for carrying out management by objectives. The accuracy of target determination directly restricts the whole process of target management. Therefore, we must first turn the task into a goal, distinguish the responsibility of the goal, and give a clear standard, that is, the position of each sub-goal in the overall goal. And adjust flexibly according to different objective conditions. Unify the advanced nature and feasibility of the goal to achieve the incentive effect of "jumping enough"

After the goal is determined, it is necessary to do a good job of decomposition and combination, positioning and quantification according to the actual situation, and decompose the overall goal of the hotel vertically and step by step to departments and teams, so that the goal can finally be implemented to everyone, so that the goal decomposition can be continuous and seamless, and everyone has a goal. Adhere to the total value of sub-indicators greater than or equal to the total table, and adhere to the principle of democratic consultation. Give full play to the incentive function of the goal. Realize democracy and centralized unity. Take the way of target responsibility contract, which not only reports the target layer by layer, but also evaluates all kinds of target items. Some people choose to reach 1,000 kilograms, and everyone has an indicator.

As we all know, the goal of hotels is to improve economic efficiency. If the target benefit is vague, it is difficult to demonstrate and control the target and evaluate the benefit. Therefore, it is necessary to adopt a combination of quantitative and qualitative methods for the target. Quantification of all energy (such as operating income, operating cost, operating expenses, etc. ), can not be quantified to be fixed (such as customer satisfaction rate, service attitude, etc.). ), and those vague ones should be testable and measurable (such as business skills, attendance, etc.). ).

In fact, in the final analysis, management by objectives is people-centered and people-oriented management. As long as people's management is done well, it will create preconditions for doing other work well. Therefore, in the process of implementing the goal, we must pay attention to the enthusiasm and creativity of each employee. To this end, first, we should attach importance to training and education, and solve the problem of work initiative and whether we can do it through the improvement of our thinking and professional skills. The second is to coordinate and eliminate interference. Focusing on the implementation of various objectives, timely solve and help coordinate various contradictions and problems encountered by various departments, teams and individuals. Third, pay attention to inspection, grasp the dynamic operation and completion of the target in time, and grasp the universal problems through inspection, supervision and information feedback.

In addition, management by objectives pursues overall benefits, and requires individual goals to obey organizational goals, which are based on individual goals. Therefore, it is necessary to emphasize the systematicness of the goal, decompose the overall goal into individual goal units, and make individual goals interrelated and become a part of the overall goal, so as to overcome the old phenomenon that managers are in charge of themselves as a whole and create a goal-centered concept, so that everyone can cooperate with each other, have the same goal and have the same honor.

Evaluation is the last stage of target operation, and it is also a difficult and hot spot, which is related to the cohesion and centripetal force of the whole hotel. The evaluation goal is the end of one management cycle and the starting point of another, which needs careful planning and scientific implementation. Implement "three transparency" in standards, methods and results. Implement the mechanism of employee participation and mutual supervision, and combine spiritual reward with material reward. Including the combination of organizational evaluation and self-evaluation, organizational evaluation is the highest form of evaluation, and self-evaluation is the embodiment of self-management. According to the characteristics of the department's work, establish a self-evaluation mechanism, set up a target management performance evaluation register, and fill in the usual work situation, work achievements and work mistakes. As the basis of organizational assessment. Give full play to the role of self-motivation to maximize work awareness and internal motivation. Running through the new work concept from beginning to end, what should we do well today? What should I do tomorrow? What did I do last week? What problem has been solved? What task did you accomplish? Constantly reflect on your work. Whether you are worthy of your position. To implement management by objectives, there must be detailed, scientific and feasible plans and schemes, and the management direction, objectives, tasks, methods and methods should be clearly divided for compliance. However, it is impossible to manage by objectives, and there is no need to list all the contents in person. With the influence of subjective changes and objective conditions, we will encounter some contradictions and problems, and we will also face new situations and difficulties due to changes in tasks and forms. This requires our managers not only to make overall arrangements with foresight, but also to leave room for unity with the established goals, to coordinate and resolve contradictions, and to operate all links and aspects effectively. Management is a summary of good working methods, and only by working hard can we continuously accumulate management experience. Hotel management is an all-round and whole-process management of the hotel, and it is an activity to integrate various resources scientifically, reasonably, efficiently and beneficially, thus creating ideal benefits for the hotel. Through many problems in previous work practice, total staff management is the ideal goal pursued by our hotel management, and it is also the focus of our hotel's next work. The second is to implement detail management.

The foundation of success is that management details are in place, and management consists of details, which is the basis of improving service quality.

1. The details in place depend on the change of ideas. The same question will draw different conclusions from different angles, and the view on details depends on the manager's ideology and the manager's observation, insight and ability to analyze problems. Therefore, only by changing ideas can we pay attention to details and grasp the overall situation through details.

2. Strategic decision comes from detailed analysis. Strategic and tactical decisions are made through the analysis of clues. Management decision-making is also the result of analyzing market signs, trends and details in daily management. If you are not good at analyzing details, you can't make the right decision.

3. Hotel management is no small matter. Only by doing small things well can great things be achieved. The quality of service depends on the meticulous work. Only when the service details are in place can guests feel the existence of the service and the hotel can realize experiential marketing. In the management of every detail, the nuances can show the level of management. Only by doing small things that ordinary people don't pay attention to can our hotel be different from other hotels.

Third, implement quality management. The quality of the hotel determines success or failure. The hotel's quality is reflected in the long-term rationality of the hotel as a social organization with products and services to meet the changing needs and to obtain profits. As the collective quality and systematic quality of an organization, the quality of its team and culture is the pursuit of mission and ultimate goal. In other words, the quality of a hotel is the quality of its self-survival, self-improvement and sustainable development as an organism.

L, management leadership is the focus of hotel development. A manager should have a clear business philosophy and infinite sensitivity to details. Managers can't be hands-on, but they must be good at observing, have the ability to solve detailed problems and become role models for employees. Only in this way can the hotel's work be truly meticulous.

The hotel paid a high price for ignoring the details. The work of a hotel is a link composed of details. If a detail goes wrong, this link will deviate from the center or even break. A delicious dish is decorated with coriander leaves, but there are yellow leaves or black leaves in the coriander leaves, and the aesthetic feeling of the dish will suddenly drop. A cigarette end will turn the hotel into ashes, a wrong price and a lost market.

3. The gap between similar hotels is composed of details. The function of the hotel is the same, and there is not much difference between similar hotels. However, operators and consumers can clearly identify A, B, C and D, and the basis of this identification is the difference in details. 4. Success comes from the accumulation of details. The success of the hotel depends on the accumulation of details, which is the embodiment of daily work flow, service regulations and service standards, especially the solution of individual cases. Success or failure depends on details. If you do well, you will succeed. If you don't do well, you will fail because of small losses.

Fourth, implement consciousness management. As a hotel manager, we must not simply regard employees as a grassroots service group, a service team that only needs to operate according to the norms, but should strive to cultivate and shape employees into a team that keeps learning and making progress, a team with market awareness and competition awareness, and a team with cost awareness, environmental awareness and innovation awareness. 1, market awareness. Entering the market economy, hotel managers should have strong market awareness, and employees as the cornerstone of hotels need to have market awareness. The good economic benefits and social reputation of the hotel are not only the efforts of the management, but also the concerted efforts of every employee of the hotel, Qi Xin. Modern hotel employees should not only love their work and complete their work, but also have special personnel to promote sales, everyone to participate in market development, everyone to publicize the hotel, and publicize the hotel's consciousness and behavior. At the same time, in the big market outside the society and the small market inside the hotel, finding potential business opportunities for customers in the specific work of customer service, receiving old customers well and retaining new customers are all manifestations of employees' awareness of market development and customer competition. Therefore, modern hotel employees should have a strong market awareness. If only managers have market awareness and ordinary employees don't, the occupancy rate and economic benefits of this hotel can be imagined. Therefore, hotel employees must have market awareness to participate in market competition, and hotels can become an unsinkable ship sailing in the ocean of market economy. 2. Competitive consciousness. As a hotel employee, you must know the competition of entry, post and service. Survival competition is everywhere, and the competition mechanism is everywhere in state-owned, private and foreign-funded hotels. "The market does not believe in tears, and competition does not sympathize with the weak." If you want to become strong, as a hotel employee, you must have a strong sense of competition and professionalism, strive to master the working procedures and equipment operation methods of this position, do a good job in standardized, standardized and personalized services, and firmly establish a customer-oriented and meticulous work style. Only employees with a strong sense of competition and a high desire to learn can constantly improve themselves and enrich themselves in a highly competitive society, so that they will not be eliminated by hotels and society. Hotel staff must have a strong sense of competition and enterprise, and you can truly become a qualified hotel person. 3. Endanger consciousness. A hotel with a sense of crisis, anxiety, pressure and urgency is a promising hotel. As employees of modern hotels, they should not only have market awareness and competition awareness, but also have a very important awareness-crisis awareness. Only in the face of crisis, people can work hard, be particularly sober, and turn pressure, urgency and crisis into motivation. Hotel managers should educate every employee to understand the crisis during on-the-job training and know that the crisis is everywhere in the market economy. When the hotel is brilliant, it should talk about crisis, especially when it is depressed. Only by establishing the sense of crisis and urgency of all employees can the hotel be in an invincible position in the fierce market competition and turn the crisis into a turning point and a good opportunity. 4. Service consciousness. As a hotel employee, it can be said that service is the foundation and service is the soul. It is the easiest and most difficult job to do a good job in a hotel. Hotel staff must highly establish the concept of "guests first, service first" and the idea that "guest satisfaction is the highest reward and evaluation for my service work". Always remember that the most important product that a hotel provides to its guests is service, and once this product is inferior, unqualified or dissatisfied, it will never be replaced or changed. It not only affected the reputation and image of the hotel, but also proved that the skills and service behavior of our service personnel were unqualified. The competition in the hotel industry will mainly be reflected in the service competition, so it is necessary for each of our service personnel to establish a high level and strong service consciousness that regards quality service as the life of the enterprise. 5. Cultural awareness. Brand competition of cultural hotels is the basis of cohesion, viability and vitality competition of hotel enterprises. Modern hotels not only require employees to have wider knowledge, the wider the better, but also require hotel employees to have higher cultural literacy and become a versatile compound talent. In addition to extensive knowledge and superb skills, employees should also have good psychological quality, artistic accomplishment and professional ethics. With a team with strong cultural awareness, the cultural atmosphere of the hotel must be very rich, and the quality, knowledge, civilization, service awareness, service skills and service level of employees are excellent. If everyone in the hotel staff has a good cultural awareness, then the hotel will certainly form a strong cultural cohesion, a strong collectivism value, corporate ethics and entrepreneurial spirit, and the hotel culture and service culture created will also be full of vitality. 6. cost awareness. Hotel benefits and hotel expenses are in the hands of every employee. Modern hotel employees should not only have a good sense of service and do their jobs well, but also have a sense of cost of "saving resources and increasing efficiency", and resolutely control the use of water, electricity, gas and low-value consumables in their work areas to prevent the phenomenon of long running water and long lights. Do a good job in maintaining hotel facilities, reduce maintenance and material consumption, and do a good job of saving a drop of water, electricity and paper for everyone. If the hotel cost control is effective, the cost consciousness is deeply rooted in the employees' minds, and every employee has a good cost consciousness, then the economic benefits obtained by the hotel will be huge and fierce market competition, which requires modern hotel employees to have cost consciousness. 7. Environmental awareness. Environmental protection has become the development trend of modern hotels. As employees of modern hotels, they must have environmental awareness, provide guests with a natural, fresh, quiet and beautiful environment, and strive to be a member of maintaining the beautiful environment of mankind in their daily lives. Hotel employees must know a certain amount of environmental protection knowledge, do a good job in environmental protection, energy saving, greening and beauty, and reduce pollution and waste, and strive to make themselves follow the implementation principle of creating a green hotel, integrate environmental awareness into daily customer service, and truly become excellent employees in service and environmental protection, so as to make our hotel a sustainable hotel. 8. Aesthetic consciousness. The establishment of market economy and China's entry into WTO have intensified the competition among domestic hotels. Whether a hotel can win in the competition is directly related to the quality and aesthetic culture of hotel managers and all employees. As a special aesthetic object of guests, hotels and their service personnel can be invincible in the competition only if they have certain aesthetic literacy and awareness, can appreciate and create beauty, and constantly improve the beauty of culture, service, behavior, environment, language and decoration of hotels. Therefore, the competition between hotels can be said to be the competition of beauty and aesthetic taste. Who can truly provide customers with a beautiful and comfortable environment and enjoy high-grade beauty, who can stand in this competition and create benefits for the hotel. Modern hotels need our employees to understand and master certain aesthetic accomplishment, aesthetic taste and aesthetic consciousness. 9. Innovative consciousness. The 20th century is an era of knowledge economy. As hotel service personnel, in addition to mastering the standardization and standardization of services, we should also achieve personalized services, special services and value-added services for people, times and places in our service work, and we should have a sense of innovation in our work, and we should not mechanically copy dogma and book knowledge. Innovation is the life of extending and developing service. Modern hotel employees need to have a sense of change and innovation, and create new services, new culture, new management and new marketing concepts. In a word, they should make full use of knowledge to change and innovate. Innovation is the soul of hotel enterprises to survive, develop and extend their life cycle. In the new century, the hotel staff we train must be excellent compound service personnel with knowledge, spirit and innovative consciousness, who can serve customers with their brains, rather than waiters who only serve customers mechanically. Creative service is the consciousness that hotel employees must have. 10, coordination consciousness. With the introduction of high technology in modern hotels, coordination, communication and cooperation are becoming more and more important in modern hotels. The second line serves the first line, and the first line serves the guests. Modern hotels are like a huge and complicated machine, and each of our employees, as screws and parts in different positions, should not only be loyal to their duties, have a sense of responsibility and discipline, but also have a sense of coordination, communication and assistance between superiors and subordinates, colleagues and departments. Only in this way, the transmission of information, the connection of work and the transmission of work instructions will not be out of line, so as to ensure the benign operation of this machine. At present, there are many only children among hotel employees, who have a strong sense of self-centeredness and lack of communication and coordination. In the training of hotel staff in the new century, we must attach importance to the training and education of new employees' coordination, cooperation and team spirit, and must educate them to establish a strong sense of group, overall situation and coordination, so as to ensure that our hotel is invincible in the fierce market competition in the 2 1 century. In a word, the competition of hotels in the new century lies in talent competition, staff quality competition, hotel culture competition, hotel management competition and service innovation competition. Whoever has first-class employees will have first-class service and first-class welfare. Hotel managers should never train and build their employees into a team that can only provide services for guests, but should strive to train their employees into a team with learning, innovation, competition, crisis and market awareness, and a group of excellent service groups with cultural connotation, aesthetic concept, environmental awareness and cooperative spirit.