Request: A brief discussion on the "employees first" graduation thesis in hotel management {including outline}

I found some information, I hope it will be useful to you. I hope your paper will get good results~~~ Fierce business competition has rapidly improved the status of customers. The business management concept of "customers are God" was once popular in all walks of life. In the hotel service industry, "guests first" is even regarded as a wise saying. However, with the improvement of management level and the update of management concepts, managers combine humanistic concepts with management concepts, so that the modern management concepts of "guests first" and "employees first" are increasingly used in Modern hotel management. [Keywords] Guests first; employees first; hotel; management 1. Introduction As we all know, hotel employees are the guarantee of high-quality hotel services. Only with satisfied employees can we create satisfactory services, attract satisfied guests, and create good benefits for the hotel. . However, in the past, hotel management has always emphasized "guests first, service first", believing that "the customer is God" and "the customer is always right", and that only by satisfying customers can the hotel gain profits. As a result, employees' interests are often ignored or misunderstandings are created where the interests of guests and employees are inconsistent. In fact, although "guests first" and "employees first" are in different categories, they complement each other. In the operation and management of hotels, how to harmoniously unify "guests first" and "employees first" has become an urgent issue that needs to be solved. 2. "Guests First" Discussion and Thoughts "Treating guests equally" has been the way of hospitality since ancient times. However, some marketing scholars believe that customers are inherently unequal and must be divided into three, six, and nine grades. They divide customers into three categories based on their value to the hotel: most valuable customers, most growth customers, and negative value customers. Their point of view is that hotels should regard their most valuable customers and customers with the most growth potential as "gods" and abandon negative-value customers. Because negative value customers do not bring any value to the hotel and will only consume hotel resources. In other words, about 20% of customers can bring 80% of the profit value to the hotel, but the cost the hotel spends on the other 80% of customers is greater than the return these customers bring to the hotel. Therefore, a one-sided emphasis on "guest first" is not conducive to the realization of the hotel's management goal-profit. In addition, customers' personal qualities also present different levels due to factors such as their educational background, personality, temperament, and social status. If a hotel unilaterally emphasizes "guest first" and only focuses on obtaining economic benefits, it is likely to sacrifice the hotel's social benefits and reduce its social reputation. 3. The relationship between “guests first” and “employees first” (1) “Guests first” and “employees first” have different categories and are juxtaposed with each other. 1. “Guests first” must be understood correctly. "Guest first" refers to the attitude of hotel employees and managers towards guests, that is, taking the needs of guests as the starting point of tourism hotel service activities and pursuing guest satisfaction as the purpose of service activities. Since "customers are the parents of food and clothing", the hotel's foothold, development and profitability need to be recognized by guests, so "guests first" is chosen as the guiding ideology to serve guests, meet guest needs, win guests, and achieve organizational goals. This It’s understandable in itself. However, it must be realized that for hotels, "guest first" is only a profit guarantee and an end, not a means. To achieve this goal, it is impossible to only rely on one-sided emphasis on the concept of "guests first". 2. Have a rational understanding of “employees first”. From the perspective of long-term competitiveness in the hotel industry, employees must come first. Because the source of hotel competitiveness depends on employees who sincerely serve guests and create value for the hotel. When the hotel industry truly puts “employees first”, employees will truly put “customers first”. (2) "Guests first" and "employees first" are mutually dependent and complementary. Customer satisfaction is the foundation of a hotel's success. Any hotel that loses guests means it loses the opportunity to make profits. However, without satisfied employees, there are no satisfied customers. 1. "Guest first" is a necessary means for hotels to coordinate customer relationships and attract customers. Garrett, an expert on hotel public relations in the United States, said: "Hotels, no matter how big or small, must always plan their direction according to the following belief. This belief is: the hotel must be owned by the customer, governed by the customer, and enjoyed by the customer." . Hotels should put the interests and needs of customers first and satisfy the needs of customers in exchange for the hotel's interests. Under the conditions of market economy, the "buyer's market" will inevitably require hotels to pay attention to the work of customers, which is also the fundamental guarantee for the hotel's survival, profit, and development; without customers, the hotel's survival, profit, and development will not be realized. 2. "Employees first" is a prerequisite for the hotel's survival, development and profitability. Human resources are the first resource of a hotel, and it is the basis for the hotel to create huge profits. Just imagine, when an employee works in a place where he 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 "employees first" is not a denial of the "guests first" theory, but a deeper understanding of "guests first", which is a prerequisite for the hotel's survival, development and profitability. . 4. Successful management should coordinate "guests first" and "employees first" (1) Without customers, there would be no us. Let employees realize that customers are always "right". 1. Give full play to the spirit of ownership and put "let the right" into full play. "guest.

If employees realize that guests are the source of hotel benefits, the driving force for hotel development and survival, and the inspectors of hotel service quality and management level, then they will be dissatisfied with the behavior of guests