Comprehensive knowledge of hotel management

What are the professional knowledge points in hotel management? Friends who want to learn hotel management majors can come to this article to collect relevant information. Below I have prepared the "Hotel Management Professional Knowledge Encyclopedia" for you, which is for reference only. I wish you all a happy reading on this site! A complete collection of hotel management professional knowledge

The definition, status and role of a hotel

1. The definition of a hotel

A hotel is a "Tingyi" or "Tingyi" in ancient times. On the basis of "guesthouse" and "inn", it developed with the progress of mankind, social and economic development, science, culture, technology and transportation. The development of modern social economy has brought about the prosperity of world tourism, and the hotel industry has also developed rapidly, and it has become more and more luxurious and modern. The so-called modern hotel is determined by the following conditions.

(1) It is a modern, well-equipped high-end building.

(2) The difference between it and ordinary hotels is that in addition to providing comfortable accommodation conditions, it must also have various restaurants and provide high-end catering;

(3) It must have Complete entertainment facilities and fitness facilities;

(4) It must have higher-level services than ordinary hotels and restaurants in terms of accommodation, catering, entertainment, etc.

2. The important status and role of hotels

The development of modern transportation, such as railways, highways, shipping, especially aviation, has made the earth smaller. This provides great convenience for travel activities such as traveling, visiting relatives, cultural exchanges, and doing business. People want to stay overnight, eat, have entertainment, and shop when they go out. Hotels just provide them with such convenience and satisfaction. With the development of world tourism and the increase of international exchanges, the hotel industry has become increasingly important in the national economy. In some countries with developed tourism, it has become an important pillar of the national economy. Its important role in promoting the development of the national economy is mainly reflected in the following aspects:

(1) Hotels, as a special commodity form, attract people to spend more money to enjoy at home and other places. It provides things that local areas cannot enjoy; it earns profits by providing excellent services such as trade venues, conference venues, accommodation, catering, recreation and entertainment, which directly contributes to the development of the national economy.

(2) Hotels are a type of foreign trade operation that does not export goods, and its exchange rate creation is higher than that of commodity exports to a certain extent. Therefore, hotels are an important industry for earning foreign exchange, which can help the country balance its foreign exchange expenditures.

(3) The hotel industry is a comprehensive service industry, and its vigorous development will inevitably promote the development of other industries in society, such as the construction industry, furniture industry, decoration industry, textile industry, and chemical industry. , food processing industry and other industries. It plays a great role in promoting the active national economy.

(4) Modern hotels must use modern scientific and technological equipment and modern scientific management. What is not achieved in the country and region must be introduced to advanced countries and regions, and other industries can learn and imitate and learn from it, which will inevitably lead other industries to move towards modernization.

(5) The hotel has guests from all over the world, including people from all walks of life and walks of life, including scientists, artists, politicians, entrepreneurs, etc. Their visits can promote scientific and technological exchanges, Cultural and artistic exchanges and economic exchanges can also enhance mutual understanding and friendship between people of various countries.

(6) The development of the hotel industry has expanded the scope of employment and provided a large number of employment opportunities for unemployed people in the society. Comprehensive Knowledge of Hotel Management II

Grooming

Good appearance, appearance, and deportment are the basic conditions and requirements for working in the catering industry. The speech, behavior, mental outlook, and appearance of the catering industry staff will leave a deep impression on the guests and create a good feeling during the meal.

Shaping of appearance: Continuously improve self-cultivation, cultivate moral character, cultivate sentiments, improve aesthetic ability, and at the same time form a positive world view, so that you can always maintain a healthy body and mind, an optimistic mood, and be confident, innovative and Progressive, full of energy and charm. And appearance is a person's appearance or external image. Appearance is not only a matter of personal preference, but also a comprehensive reflection of a person's aesthetic taste, mental state, civilization level, and cultural accomplishment.

Main factors that make up the instrument:

1. Natural factors: refers to the natural qualifications of the human body, including facial features, face shape, hair, skin color, body shape, limbs, etc., which is what people often say. The appearance is mainly determined by genetic factors.

2. Exterior factors: refers to an appearance formed by decorating oneself through artificial methods, such as clothing, beauty and makeup, etc. Therefore, our work clothes must be neat, uniform and standardized.

3. Behavioral factors: Behavior is people’s activities under the control of certain thoughts, emotions and will. It includes people’s posture, expression, behavior and conversation, etc.

1. Appearance requirements for male and female employees

1. Appearance and posture

Restaurant waiters must first be dignified, generous, and well-proportioned.

2. Hair

Hair should be combed neatly and tidy, and do not follow popular hairstyles; have regular haircuts and hairdressing, and use hair oil appropriately, but there should be no special smell or dandruff. Not to mention dyeing your hair. The male waiter's hair cannot go past the ears. Waitresses' hair must not go past their shoulders, and long hair must be worn with hair covers.

3. Face

The face should be kept clean at all times. Eye frames, earrings and exaggerated accessories are not allowed. Male waiters cannot grow beards, nose hairs cannot be exposed, and acne and other acne must be treated immediately. Waitresses should wear light facial makeup and light lipstick before taking up their duties. Do not wear heavy makeup or use overly strong perfume.

4. Hands

Nails should be trimmed regularly and kept clean. Waitresses are not allowed to apply colored nail polish. Waiters and waitresses are not allowed to wear any jewelry except watches and wedding rings. Wash your hands before eating and after using the toilet.

5. Clothing

When taking up the job, you must dress uniformly according to company requirements. Uniforms must be clean, pressed and crisp, with all buttons and no damage or oil stains. Wear relevant documents issued by the company.

6. Shoes and Socks

Male waiters should wear black or dark blue socks. Waitresses should wear flesh-colored stockings with no stripping, rips, or holes, and avoid exposing the stocking cuffs. Leather shoes or cloth shoes are suitable. It is required to fit well, be worn well and fastened, wipe it regularly and keep it clean and shiny.

7. Oral cavity

Try to avoid eating onions, garlic, leeks and other foods with strong odors.

2. Appearance requirements for store personnel

1. When working in the store, you must wear a full set of uniforms as required;

2. Hair - hairstyle should be neat and tidy , and comb them neatly, and do not cover your face. Men's hair must not be longer than their collars and they must not grow beards. Any hairstyle must conform to local good customs;

3. Nails - trim nails regularly, and no nail polish is allowed;

4. Accessories - according to store hygiene requirements, during work , it is forbidden to wear any jewelry (including watches) on the hands;

5. Make-up - women should wear makeup in moderation, light makeup is appropriate;

6. Hygiene - it is strictly prohibited to wear makeup at work Smoking or eating snacks in the place to maintain cleanliness, safety and hygiene. Comprehensive collection of hotel management professional knowledge

Skills that hotel managers need to possess

Hotel management major is a secondary vocational technology application that adapts to the all-round development of production, construction, management, and service front lines. Specialized talents. Students are required to master the basic theories of economic management, basic knowledge of hotels, catering and tourism, and have basic hotel management and service capabilities.

A hotel manager needs to possess the following three management skills:

① Technical skills

As far as the hotel is concerned, it is the ability to possess the skills required for the hotel and the position. The required professional technologies and skills are indispensable for achieving effective collaboration in modern enterprises. Not only industrial enterprises require technical skills, but other industries also require technical skills, which are also very important for hotels.

②Conceptual skills

The ability to form concepts, which refers to a manager’s ability to think abstractly and form concepts; has a certain level of management theory and can apply management ideas , the ability to solve practical problems; and the ability to analyze, judge and make decisions.

③ Humanistic skills

That is the ability to deal with interpersonal relationships.

It refers to the ability to cooperate with people and affairs, including contacting peers internally, understanding the activities of subordinates, motivating and inducing the enthusiasm of subordinates, and contacting and coordinating externally with relevant organizations and personnel.

To achieve the above realm, hotel managers must first have sufficient professional knowledge. For example, hotel management and strategy, hotel brand management and marketing innovation, financing and capital operations, green hotel evaluation standards, business knowledge such as groupization and chain operations, government regulations, management knowledge, etc.; secondly, a dedicated attitude, such as a positive and enthusiastic attitude Work attitude, responsibility and law-abiding, ability to cooperate with others, willingness to train subordinates, etc.; and then proficient work skills, including thinking ability, organizational ability, performance management ability and professional style. Four Hotel Management Professional Knowledge

Frequently Asked Questions in Hotel Interviews

Question: How do you know you are qualified for this job?

Answer: I studied hotel My major in management, coupled with my internship, made me suitable for this job. I believe I can succeed.

Q: What have you learned in your current hotel?

A: Only high-quality service can bring benefits to the hotel. And I deeply realized that serving gentlemen and ladies with the attitude of gentlemen and ladies is not only to provide high-quality services to guests, but also to improve one's own cultivation.

Q: What problems have you encountered in your current hotel?

A: Guests often complain that the service is too slow. They usually hope that we can do a series of things for them. Supporting services, including some small details.

Q: Please introduce your hotel and your job responsibilities

A: This is a hotel-style service apartment with 108 rooms in a hotel. Most of the guests It is for long-term residents (renting starts from one month), and there are also rooms for retail rent. My job is as a front desk receptionist, responsible for daily check-in and check-out procedures, and at the same time taking care of the switchboard to provide corresponding needs for all guests in the hotel.

Question: What do you think your advantages are?

Answer: I have a cheerful personality, like to deal with people, and am willing to help others. I am also good at listening and have good communication skills. This helps me a lot in my work.

Question: Please introduce your daily work process

Answer: My job is on a shift basis. I work 12 hours a day. My main job in the morning is to handle c/o procedures. and corresponding services. At noon, you need to prepare the day's report and check the cashier amount; in the afternoon, you will start to handle c/i procedures. During this period, you need to deal with various complaints and needs of customers. At night, I work as the night shift manager to handle the night affairs of the apartment. In addition, the night review work at the front desk must be completed: checking the number of rooms, deposit collection, etc.

Question: How do you handle guest complaints?

Answer: When a guest makes a complaint, first apologize to the guest, then listen patiently and understand the situation. If it is an apartment work Make corresponding compensation after apologizing to the guest for any mistakes made. For complex issues, it is necessary to alleviate the customer's excessive mentality, do not express your position immediately, and report to the superior leader before giving an answer to the customer.

Question: How do you know you are qualified for this job?

Answer: I studied hotel management, and my internship made me suitable for this job. I believe I can succeed.

Q: What have you learned in your current hotel?

A: Only high-quality service can bring benefits to the hotel. And I deeply realized that serving gentlemen and ladies with the attitude of gentlemen and ladies is not only to provide high-quality services to guests, but also to improve one's own cultivation.

Q: What problems have you encountered in your current hotel?

A: Guests often complain that the service is too slow. They usually hope that we can do a series of things for them. Supporting services, including some small details.

Q: Please introduce your hotel and your job responsibilities

A: This is a hotel-style service apartment with 108 rooms in a hotel. Most of the guests It is for long-term residents (renting starts from one month), and there are also rooms for retail rent. My job is as a front desk receptionist, responsible for daily check-in and check-out procedures, and at the same time taking care of the switchboard to provide corresponding needs for all guests in the hotel.

Question: What do you think your advantages are?

Answer: I have a cheerful personality, like to deal with people, and am willing to help others. I am also good at listening and have good communication skills. This helps me a lot in my work.

Question: Please introduce your daily work process

Answer: My job is on a shift basis. I work 12 hours a day. My main job in the morning is to handle c/o procedures. and corresponding services. At noon, you need to prepare the day's report and check the cashier amount; in the afternoon, you will start to handle c/i procedures. During this period, you need to deal with various complaints and needs of customers. At night, I work as the night shift manager to handle the night affairs of the apartment. In addition, the night review work at the front desk must be completed: checking the number of rooms, deposit collection, etc.

Question: How do you handle guest complaints?

Answer: When a guest makes a complaint, first apologize to the guest, then listen patiently and understand the situation. If it is an apartment work Make corresponding compensation after apologizing to the guest for any mistakes made. For complex issues, it is necessary to alleviate the customer's excessive mentality, do not express his position immediately, and report it to his superiors. Comprehensive Five Hotel Management Professional Knowledge

Six Key Points in Hotel Management

1. Focus on Operation

To do a good job in operation and invigorate the operation, the hotel must first understand market. Today, people's consumption needs have undergone great changes. The pursuit of fashion, popularization, high-end, and nutrition has raised new topics for hotel management.

The so-called pursuit of fashion means emphasizing ostentation, affordability, convenience and enjoyment. For example, when young people hold weddings nowadays, they usually choose a hotel of a certain grade or the most luxurious hotel in the area because they feel it is a face-saving ceremony; some people have wine on their birthdays, or are admitted to prestigious universities, or get promotions and salary increases, and hold celebrations, etc. , all like to choose hotels; some people who like to play or entertain also like to go to hotels for enjoyment, because hotels have food, accommodation, and entertainment, and guests feel that it is more convenient and comfortable to spend money in hotels.

The so-called popularization means that ordinary individuals and families can afford it. With the improvement of people's consumption level, ordinary people are also able to enter star hotels for dining or accommodation consumption.

The so-called gentrification refers to high-end banquets held with expensive dishes and drinks to meet the needs of some high-end consumers. For example, some enterprises, institutions, or individual bosses want to use it in order to carry out business activities and business public relations, or to hold celebrations such as wedding banquets, birthday banquets, school entrance banquets, and newborn children's 100-day banquets, or to thank relevant people, relatives and friends for their help. High-end banquets for entertaining. The proportion of high-end banquets in hotel catering consumption has become an increasing trend year by year.

The so-called nutrition means that in pursuit of health, people pay attention to the combination of meat and vegetables, thickness, salty and light foods in their diet.

Secondly, we must adopt a flexible business approach. For example, we should do a good job in marketing the tourism team and use guest rooms to drive consumption of catering and entertainment; or use teams such as conferences and training classes to drive consumption of guest rooms, catering and entertainment; or use catering to drive consumption of guest rooms and entertainment; or use wedding banquets, Birthday banquets, business banquets and friend gathering banquets drive consumption of guest rooms and entertainment. At the same time, some preferential policies are adopted to attract customers to spend or spend more. For example, different discounts can be given based on the amount of consumption at one time, or rooms of different grades can be given, or coupons for different recreational items can be given, etc.

2. Strict management

1. Implement standardized management. In order to achieve the effect and goal of "no errors in work, no defects in services, no loopholes in management, and maximum profits", hotels must establish and improve various rules and regulations, service procedures and service procedures centered on the job responsibility system in accordance with the requirements of modern enterprise management. Operating procedures, quality standards and requirements are the most important and basic requirements for implementing standardized management. At the same time, practical energy conservation and emission reduction plans and emergency response plans must be formulated, and drills must be conducted frequently.

2. Implement scientific management. Hotels must make scientific and reasonable arrangements for people, money, and materials, and try to minimize and reduce the waste and losses of people, money, and materials caused by unreasonable arrangements.

For example, in terms of organizational structure and personnel arrangements, it is necessary to set up posts according to specific situations and avoid overlapping organizations and overstaffing. Some can combine multiple posts, so that one person can hold multiple positions, so as to avoid or reduce the shortage of human resources as much as possible. Waste; in terms of financial management, hotel managers at all levels must strictly control the wages, bonuses, subsidies, deposits, overtime compensation, and tooling of their own departments and teams according to the hotel's annual and monthly financial budgets and the cost quotas of various operating projects. Use and washing, water, electricity, oil, gas, low-value consumables, office expenses, miscellaneous expenses and other operating costs, management costs and various expenditures. If you save, you will be rewarded, and if you overspend or waste, you will be punished.

In terms of material management, plans should be made based on the annual material requirements approved by the hotel for each department and team, procurement should be carried out in a planned manner, inventory should be controlled, working capital should be used rationally, and inventory should be cleared regularly to avoid The backlog is expired or spoiled, resulting in waste. Each department and team must declare as needed according to the hotel's approved quantity, receive it in batches, keep it properly, use it rationally, and check it regularly to avoid loss and waste. At the same time, energy consumption such as water, electricity, oil, and gas is strictly controlled. All departments, teams, and business outlets must install water, electricity, oil, and gas meters. Water and electricity meters are installed in employee dormitories, and quota management is implemented. If you save, you will be rewarded, if you overpay, you will be punished if you waste.

3. Implement on-site management. Senior and middle-level managers should often go deep into the service and work sites to coordinate and supervise. If they find that there are uncoordinated and inadequate contradictions and problems in reception services and operation management, they should coordinate and help solve the problems in a timely manner. For example, when encountering large-scale and important guest reception activities, although the hotel has made careful arrangements in terms of people, finances, materials, etc. and emergency response plans for emergencies, in the actual reception service process, some incidents may still occur. All kinds of unexpected things and problems need to be discovered by hotel managers at all levels on site in a timely manner, and they must quickly handle and solve things and problems within their scope of authority. Things and problems that cannot be handled or solved beyond their scope of authority must be reported to the hotel in a timely manner. Report to the relevant superiors for instructions so that the problem can be solved as soon as possible to avoid or reduce complaints from dissatisfied guests, which will have a negative impact on the hotel.

3. Pay attention to service quality

1. Develop operating procedures and quality standards. The first is service operating procedures, quality standards and testing methods. All guest service departments and positions in the hotel must formulate service operating procedures, quality standards and testing methods. The second is work quality standards and testing methods. Work quality covers all departments, aspects and links of the hotel, and is a comprehensive reflection and final result of the hotel's product quality. The third is the quality standards and testing methods of facilities and equipment. The quality of facilities and equipment is the foundation of hotel service quality, a prerequisite for developing personalized, customized, refined and other high-quality services, and an important factor in providing guests with satisfactory and surprising services.

2. Establish a quality inspection agency. Once quality standards and testing methods are in place, institutions and dedicated personnel must be in charge to ensure the normal and effective quality inspection work. It is necessary to select people who have basic knowledge of hotel management, understand hotel business, and have rich practical experience as quality inspectors to be responsible for business management, organization and leadership, arrangement and deployment, guidance and supervision, communication and coordination of the entire hotel quality inspection work. , Comprehensive summary; each department and each team must determine a full-time or part-time quality inspector, who is served by a supervisor or foreman or part-time, who is responsible for the quality inspection work of the department and team, the comprehensive summary and reporting of quality inspection status, and the reporting of quality information. Delivery, handling and reporting of quality incidents.

3. Conduct strict inspections. The purpose of inspection is to promptly discover problems and make corrections in a timely manner. All service products provided to customers must be strictly inspected and qualified before they can be sold. For example: after the room attendants clean and tidy up, they must pass the waiter self-inspection, the foreman's general inspection, the supervisor and the room manager's random inspection and pass the inspection, and then notify the front desk for sale; the restaurant must strictly inspect the kitchen dishes, carefully control the quality, and do "The food will not be served if it is not cooked, the food will not be served if it is not hot, the quantity is not enough, the color is wrong, and the food does not meet the hygienic requirements."

4. Provide quality services.

It is necessary to conduct detailed understanding and observation of important guests, regular guests and long-term guests, and tell them what kind of floors and rooms they like to live in, what kind of beds they like to sleep on, the height of their pillows, what kind of food they eat, what kind of drinks they like, and what kind of entertainment they like. Personal living habits and hobbies such as activities are recorded in the file, and a detailed guest history file is established. Every time the guest stays in the hotel, personalized and refined services must be provided according to his or her personal living habits and hobbies.

4. Continuous innovation

Whether it is institutional mechanisms, management systems, management methods, business projects, business methods, marketing methods, and service skills, we must continue to develop and innovate. As the saying goes, As the saying goes, "One fresh trick can be eaten all over the world." The hotel's operation and management can only innovate from time to time, innovate everywhere, innovate in everything, and pay attention to improvement in innovation, innovation in improvement, continuous improvement, and gradually form the "I have what others don't have, I am good when others have, I am new when people are good, and I am new when people are new". Only with the characteristics and highlights of "I am unique, people are unique, I am unique" can we seize the opportunity in the competition and expand the market.

5. Strengthen vocational training

The professionalization of hotel operation and management requires the professionalization of employees.

First of all, we must cultivate employees’ professional awareness of dedication and contentment. Hotels should take advantage of various occasions and opportunities and adopt various forms to provide ideological and political education to employees and organize learning from the exemplary deeds of advanced figures in the industry. Through education and learning, employees are trained to establish a correct world outlook, outlook on life, values ??and ethics, and strengthen their confidence and determination to do a good job in service.

Secondly, cultivate good professional habits among employees. The first is the habit of enduring hardship and standing hard work, so that you are not afraid of getting dirty or tired at work; the second is the habit of dressing up, being well groomed, neat and generous; the third is the habit of treating people, being warm, generous, sincere and friendly; fourth It is the habit of being civilized and courteous, to be modest and courteous in conversation; the fifth is the habit of behaving, to be gentle and graceful; the sixth is the habit of observing reactions, to be attentive and responsive in everything; the seventh is to help others The habit of being happy means being enthusiastic about helping others and not caring about personal gains and losses; the eighth is the habit of loving learning, so that there is no end to learning, and living and learning; the ninth is the habit of being willing to use your brain, being good at thinking when things happen, Diligence in research; tenth, the habit of daring to innovate, not following the beaten path, and daring to be the first.

Again, master skilled professional skills. The first is to strengthen pre-job training, on-the-job training, learn from and help each other, discuss and exchange, and continuously improve service operation skills; the second is to encourage employees to study hard on their own. As the saying goes: "The master leads the way, and cultivation depends on the individual." Only by studying hard can we do things comfortably; the third is to educate employees to work hard. Nothing is difficult in the world, as long as people are willing to do it with care and precision.

6. Striving for the best benefits

The best benefits refer to the comprehensive benefits of economic benefits, social benefits and environmental benefits. If a hotel does not have good economic benefits, there will be no good social and environmental benefits at all. But if the hotel fails to properly handle the relationship between guests and the local community and surrounding areas, or never participates in public welfare and charity activities that are beneficial to the public, or the hotel discharges sewage due to operation and fails to deal with it in a timely manner, polluting the surrounding environment. , causing harm to surrounding residents, etc., resulting in bad word-of-mouth and reputation, and the hotel's business will not be good. Therefore, while creating economic benefits, hotels should actively participate in various public welfare activities from all walks of life in the local society and correctly handle various social relations.