A complete collection of hotel management professional knowledge

What are the professional knowledge points of hotel management? Friends who want to learn hotel management can come to this article to collect relevant information. Below I have prepared the contents of Hotel Management Professional Knowledge for your reference only. I wish you a happy reading on this site!

Definition, orientation and function of hotel.

First, the definition of hotel

With the progress of mankind, the development of social economy, science, culture, technology and transportation, hotels have developed on the basis of ancient "pavilions", "guest houses" and "inns". The development of modern social economy has brought the prosperity of world tourism, and the hotel industry has also developed rapidly, and it is becoming more and more luxurious and modern. The so-called modern hotel is determined by the following conditions.

(1) It is a modern and well-equipped advanced building.

(2) Different from ordinary hotels, in addition to providing comfortable accommodation, there must be various restaurants to provide advanced catering;

(3) Having perfect recreational facilities and fitness facilities;

(four) in terms of accommodation, catering and entertainment, it must have higher service standards than ordinary hotels and restaurants.

Second, the important position and role of the hotel

The development of modern means of transportation, such as railways, expressway, shipping, especially aviation, has made the earth smaller, providing great convenience for travel activities such as traveling, visiting relatives, cultural exchanges and business. When people go out, they have to stay, eat, entertain and shop. The hotel just provides them with such convenience and gives them satisfaction. With the development of world tourism and the increase of international communication, the hotel industry is playing an increasingly important role in the national economy. In some developed countries, tourism has become an important pillar of the national economy. Its important role in promoting national economic development is mainly reflected in the following aspects:

(1) As a special commodity form, restaurants attract people to spend more money to enjoy things that they can't enjoy at home and elsewhere; By providing high-quality services such as trading places, conference places, accommodation, catering, leisure and entertainment, we can make profits, which will directly contribute to the development of the national economy.

(2) Hotel is a foreign trade operation mode in which commodities are not exported, and its exchange rate is higher than that of commodity exports to a certain extent. Therefore, hotels are an important industry to earn foreign exchange, which can help the country balance its foreign exchange expenditure.

(3) Hotel industry is a comprehensive service industry, and its vigorous development will inevitably lead to the development of other industries in society, such as construction, furniture, decoration, textile, chemical industry, food processing and other industries. Greatly promoted the activity of the national economy.

(4) Modern hotels must adopt modern scientific equipment and modern scientific management. What has not been realized at home and in this region must be introduced from advanced countries and regions, and other industries can learn, imitate and learn from them, which will inevitably lead other industries to modernization.

Hotel guests come from all over the world, including people from all walks of life, scientists, artists, politicians, entrepreneurs and so on. Their visit can promote scientific and technological exchanges, cultural and artistic exchanges and economic exchanges, and at the same time enhance mutual understanding and friendship among people of all countries.

(6) The development of the hotel industry has expanded the scope of employment and provided a large number of employment opportunities for the unemployed.

Hotel management professional knowledge daquan 2 gfd

Good appearance, appearance and manners are the basic conditions and requirements for engaging in the catering industry. The manners, mental outlook and gfd of the catering staff will leave a deep impression on the guests and make them feel happy when dining.

Shaping appearance: constantly improve self-cultivation, cultivate self-cultivation, cultivate sentiment, improve aesthetic ability, and at the same time form a positive world outlook, so that you can always maintain a healthy body and mind, an optimistic mood, and be full of spirit and charm in self-confidence, innovation and enterprising. And appearance is a person's appearance or external image. Appearance is not only a matter of personal hobbies, but also a comprehensive reflection of a person's aesthetic taste, mental state, civilization and cultural accomplishment.

The main factors that make up this tool are:

1, natural factors: refers to the natural qualifications of the human body, including facial features, face, hair, skin color, figure, limbs, etc. That is, people often say that looks are mainly determined by genetic factors.

2. External decorative factors: refers to an appearance image formed by decorating oneself through artificial methods such as clothing, beauty and makeup. Therefore, our tooling must be uniform and standardized.

3. Behavioral factors: Behavior is an activity dominated by human thinking, emotion and will, including human posture, expression, behavior and speech.

I. gfd requirements for male and female employees

1, appearance, posture

Restaurant waiters should first be dignified and generous and well-proportioned.

2. Hair

Hair should be neatly combed and kept tidy, and don't imitate popular hairstyles; Regular haircut and hairdressing, proper use of hair oil, but no special smell and dandruff, let alone dyeing hair. The waiter can't get through his ears. Waitress's hair should not be over the shoulders, and long hair should be covered.

Step 3 face

Keep your face clean at all times. Don't wear rimmed eyes, earrings and exaggerated ornaments. Waiters can't grow beards, nose hair can't be exposed, and acne should be dealt with immediately. The waitress should wear light makeup and lipstick before her post. Don't wear heavy makeup and don't use too much perfume.

4. Hands

Nails should be trimmed frequently and kept clean, and 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 and after meals.

5. clothes

Dress must meet the requirements of the company, and the uniform should be clean, ironed, with complete buttons, no damage, no oil stains, etc. Wear relevant certificates issued by the company.

6. Shoes and socks

Waiters should wear black or dark blue socks. Waitresses should wear flesh-colored stockings, wireless, wireless and without holes, so as to avoid exposing the socks. Shoes should be leather shoes or cloth shoes. It is required to fit your feet, wear them firmly, wipe them frequently and keep them clean.

7. Oral cavity

Try to avoid eating strong-smelling foods such as onions, garlic and leeks.

Second, the store staff gfd requirements.

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

2, hairstyle-hairstyle should be neat, and neat, not covered. A man's hair can't exceed his collar and he can't grow a beard. Any hairstyle should be suitable for local good customs;

3, nails-regular manicure, no nail polish;

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

5, makeup-women's makeup should be moderate, light is appropriate;

6. Hygiene-Smoking or eating snacks in the workplace is prohibited to keep it clean, safe and hygienic.

Professional knowledge of hotel management: skills needed by hotel managers

Hotel management major is a secondary vocational and technical application major that adapts to the all-round development of production, construction, management and service. Students are required to master the basic theory of economic management, the basic knowledge of hotels, restaurants and tourism, and have the basic management and service capabilities of hotels.

Hotel managers need to have the following three management skills:

① technical skills

For hotels, it is essential to have the professional skills and skills needed by the hotel and this position, and to achieve effective cooperation in modern enterprises. Not only industrial enterprises need technical skills, but also other industries need technical skills, which is also very important for hotels.

② Conceptual skills

That is, the ability to form ideas, which means that a manager can think abstractly and has the ability to form ideas; Have a certain level of management theory, be able to apply management ideas and solve practical problems; But also has the ability of analysis, judgment and decision-making.

③ Humanistic skills

Ability to deal with interpersonal relationships. It refers to the ability to cooperate with others, including contacting the same level internally, understanding the activities of subordinates, stimulating and inducing the enthusiasm of subordinates, and contacting and coordinating relevant organizations and personnel externally.

To reach the above level, hotel managers must first have enough professional knowledge. For example, hotel management and strategy, hotel brand management and marketing innovation, financing and capital operation, evaluation criteria of green hotels, group and chain management and other business knowledge, government regulations, management knowledge and so on. Secondly, professional attitude, such as positive and enthusiastic working attitude, being responsible for obeying the law, being able to cooperate with others and being willing to train subordinates. Then there are skilled work skills, including thinking ability, organizational ability, performance management ability and professional style.

Hotel Management Professional Knowledge 4 Hotel Interview Frequently Asked Questions

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

A: My major is hotel management, and my internship experience suits me for this job. I believe I can succeed.

Q: What did you learn in your current hotel?

A: Only high-quality service can bring benefits to the hotel. And deeply realized that serving a gentleman and a lady with the attitude of a gentleman and a lady is not only to provide quality services for guests, but also to improve their self-cultivation.

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

A: Guests often complain about the slow service. They usually want us to provide them with a series of supporting services, including some small details.

Q: Tell us about your hotel and your job responsibilities.

This is a serviced apartment with 65,438+008 rooms. Most of the guests are long-term guests (rent from one month), and there are also rooms with zero rent. My job is reception at the front desk, responsible for daily check-in and check-out procedures, and at the same time, taking into account the switchboard to provide corresponding needs for all guests in the store.

Q: What do you think are your strengths?

A: I am cheerful, like dealing with people, ready to help others, good at listening and good at communication. This is very helpful to my work.

Q: Tell us about the daily work flow.

A: My job is a shift system, working one day 12 hours. The main work in the morning is to go through c/o formalities and provide corresponding services. At noon, you need to make a day's report to check the cashier's amount. C/i formalities will be started in the afternoon, and all kinds of complaints and demands of guests will be handled during this period. In the evening, I work as a night manager to handle the night affairs of the apartment. In addition, the night audit work at the front desk should be completed: checking the number of rooms, collecting deposits and so on.

Q: How do you handle guest complaints?

A: When a guest complains, apologize to the guest first, and then listen patiently to understand the situation. If it is a mistake in the work of the apartment, apologize to the guests and make corresponding compensation. For complex problems, we should slow down the guest's excessive mentality, don't make a statement immediately, and report to the superior leader before giving an answer.

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

A: My major is hotel management, and my internship experience suits me for this job. I believe I can succeed.

Q: What did you learn in your current hotel?

A: Only high-quality service can bring benefits to the hotel. And deeply realized that serving a gentleman and a lady with the attitude of a gentleman and a lady is not only to provide quality services for guests, but also to improve their self-cultivation.

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

A: Guests often complain about the slow service. They usually want us to provide them with a series of supporting services, including some small details.

Q: Tell us about your hotel and your job responsibilities.

This is a serviced apartment with 65,438+008 rooms. Most of the guests are long-term guests (rent from one month), and there are also rooms with zero rent. My job is reception at the front desk, responsible for daily check-in and check-out procedures, and at the same time, taking into account the switchboard to provide corresponding needs for all guests in the store.

Q: What do you think are your strengths?

A: I am cheerful, like dealing with people, ready to help others, good at listening and good at communication. This is very helpful to my work.

Q: Tell us about the daily work flow.

A: My job is a shift system, working one day 12 hours. The main work in the morning is to go through c/o formalities and provide corresponding services. At noon, you need to make a day's report to check the cashier's amount. C/i formalities will be started in the afternoon, and all kinds of complaints and demands of guests will be handled during this period. In the evening, I work as a night manager to handle the night affairs of the apartment. In addition, the night audit work at the front desk should be completed: checking the number of rooms, collecting deposits and so on.

Q: How do you handle guest complaints?

A: When a guest complains, apologize to the guest first, and then listen patiently to understand the situation. If it is a mistake in the work of the apartment, apologize to the guests and make corresponding compensation. For complex problems, it is necessary to slow down the excessive mentality of the guests, do not express their views immediately, and report to the superiors.

Hotel management professional knowledge encyclopedia five major hotel management six points.

First, pay attention to management.

In order to do a good job in management and enliven management, hotels must first understand the market. Nowadays, great changes have taken place in people's consumption demand, and the pursuit of fashion, fashion, high-grade and nutrition has put forward new topics for hotel management.

The so-called pursuit of fashion means ostentation, affordability, convenience and enjoyment. For example, today's young people generally choose a hotel with a certain grade or the most luxurious hotel in the local area to hold a wedding, which feels very face-saving; Some people like to choose hotels for their birthdays, admission to famous universities, promotion and salary increase, and holding celebrations. Some people who like to play or entertain also like to go to the hotel to have fun, because the hotel has food, accommodation and play, and guests feel that it is more convenient and comfortable to spend in the hotel.

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

The so-called high-end refers to the high-end banquet held with expensive dishes and drinks to meet the needs of some high-end consumption. For example, some enterprises and institutions, or individual bosses, want to entertain their newborn children with high-grade banquets in order to carry out business activities and business public relations, or to hold wedding banquets, birthday banquets, school banquets and centennial banquets, or to thank relevant people and relatives and friends for their help. The proportion of high-end banquets in hotel catering consumption is increasing year by year.

The so-called nutrition means that people pay attention to the combination of meat, thick, salty and light in their diet in order to pursue health.

Secondly, we should adopt flexible management methods. For example, do a good job in tourism team marketing and use rooms to drive catering and entertainment consumption; Or use meetings, training courses and other teams to drive guest rooms, restaurants and entertainment consumption; Or use catering to drive the consumption of rooms and entertainment; Or use wedding banquets, birthday banquets, business banquets, friends gathering banquets, etc. to drive guest rooms and entertainment consumption. At the same time, some preferential policies are adopted to attract guests to spend or spend more. For example, give different discounts according to the amount of one-time consumption, or send different grades of rooms, or send different entertainment supplies, and so on.

Second, strict management.

1. Implement standardized management. In order to achieve the effect and goal of "no mistakes in work, no defects in service, no loopholes in management and maximum profits", hotels must establish and improve various rules and regulations, service procedures and operating procedures, quality standards and requirements with post responsibility system as the core according to the requirements of modern enterprise management, which is the most important and basic requirement of standardized management. At the same time, it is necessary to formulate feasible energy conservation and emission reduction plans and emergency plans, and conduct regular drills.

2. Implement scientific management. Hotels should make scientific and reasonable arrangements for people, money and things, and try to reduce and reduce the waste and loss of people, money and things caused by unreasonable arrangements.

For example, in terms of organizational structure and personnel arrangement, posts should be set according to events to avoid overlapping institutions and overstaffing. Some posts can be merged and one person can concurrently hold multiple posts to avoid or reduce the waste of human resources as much as possible; In terms of financial management, hotel managers at all levels should strictly control the operating costs, management expenses and various expenses such as wages, bonuses, subsidies, deposits, overtime compensation, tooling use and washing, water, electricity, oil, gasoline, low-value consumables, office expenses, attendance and miscellaneous expenses according to the annual and monthly financial budgets of the hotel and the cost quota of various operating items, so as to save prizes, overspend or waste.

In terms of material management, it is necessary to make plans according to the annual material needs of all departments and teams approved by the hotel, do a good job in planning and purchasing, control inventory, rationally use working capital, and clean up inventory regularly to avoid backlog, expiration or deterioration and waste. All departments and teams should declare according to the quantity approved by the hotel, collect them in batches, keep them properly, use them reasonably and check them regularly to avoid loss and waste. At the same time, strictly control the energy consumption of water, electricity, oil, steam, etc. All departments, teams, and business outlets should install water, electricity, oil, and steam meters, and install water and electricity meters in the dormitory, and implement quota management, rewarding the excellent and punishing the poor.

3. Implement site management. Senior and middle managers should often go deep into the service and work site for coordination and supervision. Found that there are uncoordinated and inadequate contradictions and problems in reception service and management, it is necessary to coordinate and help solve them in time. For example, when receiving large and important guests, although the hotel has made careful arrangements in terms of people, money, materials and emergency plans, in the actual reception service process, there may still be various unexpected things and problems, which require hotel managers at all levels to find out in time and quickly deal with and solve things and problems within their purview. Things and problems that cannot be handled and solved beyond their own authority should be reported to the relevant superiors in a timely manner.

Third, pay attention to service quality.

1. Establish operating procedures and quality standards. First, the service operation process, quality standards and testing methods. All departments and posts of hotel guest service should formulate service operation procedures, quality standards and testing methods. The second is the working quality standards and testing methods. The quality of work covers all departments, aspects and links of the hotel, which is a comprehensive reflection and final result of the quality of hotel products. The third is the quality standards and testing methods of facilities and equipment. The quality of facilities and equipment is the basis of hotel service quality, the premise of personalized, customized and refined services, and an important factor in providing satisfactory and surprising services for guests.

2. Establish quality inspection institutions. With the quality standards and testing methods, there must be institutions and special personnel in charge to ensure the normal and effective operation of quality inspection. Personnel with basic knowledge of hotel management, knowledge of hotel business and rich practical experience should be appointed as quality inspectors, responsible for business management, organization and leadership, arrangement and deployment, uploading and issuing, guidance and supervision, communication and coordination and comprehensive summary of the quality inspection work of the whole hotel; All departments and teams shall determine full-time or part-time quality inspectors, who shall be the supervisor or foreman or part-time, and be responsible for the quality inspection of their own departments and teams, the comprehensive summary and report of quality inspection, the transmission of quality information, and the handling and report of quality accidents.

3. Strictly investigate. The purpose of inspection is to find problems in time and correct them in time. All the service products provided to guests must go through strict inspection before they can be sold. For example, after the room attendant cleans up, it must go through the waiter's self-inspection, the foreman's general inspection, and the supervisor and the room manager's sampling inspection before notifying the front desk sales; Restaurants should strictly check the kitchen dishes, carefully control the quality, and ensure that "the dishes are not cooked, not hot, not full, the color is wrong, and do not meet the hygiene requirements".

4. Provide quality services. We should carefully understand and observe important guests, frequent guests and long-term guests, and record their personal habits and hobbies such as what floor, room, bed, pillow height, what to eat and drink, and what entertainment activities they like in the files, and establish a detailed guest history file. Every time guests stay in the hotel, they should provide personalized and refined services according to their personal living habits and hobbies.

Fourth, continuous innovation.

Whether it is institutional mechanism, management system, management methods, business projects, management methods, marketing methods and service skills, we must constantly explore and innovate. As the saying goes, "one trick is fresh, eat all over the sky." Only by constantly innovating, everywhere innovating and everything innovating, and paying attention to improving in innovation, innovating in improvement and constantly improving, can hotel management gradually form the characteristics and highlights of "no one has me, people have me, people are kind, people are new, people are new and strange, and people are strange", so as to seize the opportunity in the competition and expand the market.

Verb (abbreviation of verb) strengthens vocational training

The specialization of hotel management requires the professionalism of employees.

First of all, we should cultivate employees' professional awareness of dedication and happiness. Hotels should take advantage of various occasions and opportunities, adopt various forms, carry out ideological and political education for employees, and organize to learn the exemplary deeds of advanced figures in the industry. Through education and study, we will cultivate employees to establish a correct world outlook, outlook on life, values and morality, and strengthen their confidence and determination to do a good job in service.

Secondly, cultivate employees' good professional habits. One is the habit of working hard, so that you are not afraid of being dirty and tired at work; The second is the habit of dressing up, so that it is properly combed, clean and generous; The third is the habit of dealing with people, warm and generous, sincere and friendly; Fourth, the habit of being polite, be modest and polite; The fifth is behavior habits, so as to be gentle and elegant without losing grace; The sixth is to observe the habit of reaction, so as to pay attention to everything and be quick-thinking; Seventh, the habit of helping others, be enthusiastic about helping others, regardless of personal gains and losses; Eight is the habit of loving learning, so that learning will never end, and it is never too old to learn; Nine is the habit of thinking, which makes you good at thinking and diligent in learning; Ten is the habit of daring to innovate, to be original and to be the first.

Third, master skilled vocational skills. First, strengthen pre-job training and on-the-job training, learn from each other, help each other, exchange ideas, and constantly improve service operation skills; The second is to encourage employees to study hard. As the saying goes, "the master leads the door, and the practice depends on the individual." Only by studying hard can we be comfortable; The third is to educate employees to do things with heart. Nothing is difficult in the world, if you put your mind to it, do it with your heart.

Sixth, strive for the best benefit

The best benefit refers to the comprehensive benefit of economic benefit, social benefit and environmental benefit. If the hotel does not have good economic benefits, there will be no good social and environmental benefits. However, if the hotel does not properly handle the relationship between the guests and the local community and surrounding areas, or never participates in charitable activities beneficial to the people, or the hotel fails to deal with pollution and waste in time, polluting the surrounding environment and causing harm to the surrounding residents. The reputation and word of mouth formed is not good, and the hotel business is not good. Therefore, while creating economic benefits, hotels should actively participate in various public welfare activities of local social circles and correctly handle various social relations.