A hotel is a place that mainly provides short-term accommodation for tourists. Besides accommodation, hotels usually provide guests with services such as restaurants, swimming pools or taking care of children. The following is my collection of business management courses, welcome to check!

1. Rules and regulations are the key to hotel management. The development of management is from managing people by system to cultivating people by culture. Therefore, the development of hotels depends on good rules and regulations.

all departments of the hotel should establish rules and regulations, such as post responsibilities, work standards, reward and punishment regulations, performance appraisal, wear and tear, employee manuals, management regulations, etc., which should be well established and improved so that there are rules to follow. Some state-owned hotels and group catering chain stores have their own superior competent units, and sometimes there are certain restrictions on the independent management right of hotels, which will restrict the flexible management and development of hotels, and may become affiliated welfare units of the main business. Instead of being managed as a purely operating restaurant, everything serves the main business and ignores the external market, which is unfavorable to the operation of restaurants. If we continue to use the previous management mode and management talents, and do not improve the management mechanism, update the management concept and supplement new management talents, the transformation of the main project will only change into a new dress, and it may become the former guest house for the internal management. Enterprises don't break the "big pot" and "iron rice bowl" in employing people, and don't cancel the difference of job types, which is not good for hotel management and development. Formal workers have a sense of superiority, thinking that they are the owners of the enterprise. What are you temporary workers? With the "iron rice bowl" as a guarantee, you lose the motivation to move forward, while recruiters think that we are temporary workers, so we can't say which day we were fired, and there is no guarantee and no motivation to work. In this way, there is a frequent flow of talents, and the competition of enterprises is still the competition of talents. Whoever retains talents will win in the market competition. For enterprises, it is necessary to have a good talent competition mechanism, recruit wise men, and make use of the situation to supplement vitality for enterprises. Treat any job equally, those who should buy insurance should also buy insurance, and those who should solve their worries should also solve their worries. So that employees can feel the care and warmth of the enterprise, and they are also the owners of the enterprise, so that they can have feelings for the enterprise, reduce the job-hopping of employees, and prevent external peers from poaching people. As a catering business, it should be based on strict management, flexible operation, honesty and trustworthiness, careful and meticulous work; High standards, high requirements, a new starting point and new ideas to operate and manage; Coupled with a good management system, management measures and a good employment mechanism, restaurants can develop healthily and sustainably.

second, food and service are the vitality of catering. In the past, some operators thought that the quality of food was the first and the quality of service was the second, but practice proved that service was the first and food was the second.

If a table of very rich and delicious dishes is served by a restaurant staff who is not motivated, she keeps a straight face and says nothing, and acts like you love to eat, and the wine in the glass is gone and not added in time, and the residue in the bone dish is full and not replaced, what kind of atmosphere do you think it will be? Even the guests with high quality don't want to come again. Only when the kitchen and dining room cooperate well and make up for each other's shortcomings can the advantages of the whole catering be brought into play. The restaurant and kitchen belong to the whole restaurant, which requires the unified management and deployment of the catering department. As the old saying goes: "If the skin doesn't exist, the hair will be attached." This is the truth. The hotel issues the business indicators to the Food and Beverage Department, and then assigns them to the kitchen and dining room, and each of them assesses the profits and uniformly issues wages and bonuses. This benefit is related to the staff of the whole catering department, who will care about the quality of dishes and services. The restaurant is no longer a restaurant, but a kitchen. Your food is not good. If you don't eat, it has nothing to do with my service. On the contrary, you can't blame our food for poor service and no benefit. Only by organically combining dishes with services can we win good economic benefits. With the adjustment of the national economic structure, it has brought "injury" to the hotel industry, and at the same time, it has brought a new reform environment. The fittest survive and the inferior are eliminated by the market. This requires a change in our thinking, from the seller's market to the buyer's market. In the 1971s, the catering industry talked about "oral food", in the 1981s, it talked about "eye food" and in the 1991s, it talked about "heart food", while in the 21st century, it talked about a healthy and nutritious diet, which also needed environmental protection. Therefore, what kind of dishes guests need, we will cook what kind of dishes, and the dishes will continue to innovate and follow the pulse of the market. At the same time, we will continue to improve the quality of service, implement family-friendly and personalized service, think about what customers think and worry about, and provide customers with fast, convenient and thoughtful service. So we should work hard and serve with love. It is necessary to send the catering staff out for further study in other places, and invite the outside masters in for exchanges and cooperation. Only by going out, eating vegetables and looking at the service can we improve the technical level and service ability of employees. Seeing more, you will broaden your horizons and work with ease. The development of modern business hotels has expanded the diversity of catering operations, but it also faces the confusion of survival; For example, the expansion of some cafes, tea halls, western restaurants and Chinese fast food has increased the vitality of catering competition, but it has also increased the difficulty of management accordingly, which requires us to have better adaptability in catering management and learn various management knowledge faster to adapt to the development of the times. With the rapid development of modern hotels, great changes have taken place in catering management. From the management of the whole hotel to the cooperation with the management group, many kitchens and personal skills to the establishment of standard recipes all illustrate the changes of the times.

third, the hardware and software are the grade of the hotel, and the hardware is the main structure and decoration, geographical location, supporting facilities, tableware, tables and chairs, dishes, etc. of the hotel, which guests can see and touch.

software is the brand of the hotel, the culture of the enterprise, the embodiment of the quality and mental outlook of the staff, and the reception level, service quality, and the values brought by the dishes to the guests. Guests will leave a good impression through the decoration of the hotel, the feeling of the lobby and the environmental layout of the restaurant. High-quality service will bring guests a good mood and a pleasant meal. Only by strengthening software construction under good hardware conditions can we achieve good results. Hardware comes from investment and software depends on management. Therefore, the decoration of the hotel should be high-grade, the service should be personalized and the dishes should be tasteful. Decorate the restaurant style according to the characteristics of its own operation. The development of catering enterprises should have a long-term plan, and at least have a business idea that is ten years ahead of schedule. No matter in terms of serving dishes and decorative styles, they should be strange, special and new. In terms of decoration, it is more prominent. In recent years, many expenses of the catering industry have been spent on the decoration and renovation of hotels, and its renovation cycle is only three to five years. Software construction should be long-term and unremitting, and the benefits come from management. No matter in daily work, no link can be relaxed. The details are perfect, and we should work hard on the details in management. Employees are the executors of specific work, and all the work depends on employees. Therefore, in terms of infrastructure construction and supporting facilities, front-line employees should be considered, and the practicality and convenience of their work should be considered.

fourth, cost control is the profit of the hotel. If we want to make a profit in catering, we must pay special attention to cost control and financial management, because financial management is related to the cashier at the front desk and complements cost control.

only when the cost is well controlled can we achieve good operating profit. Costs are divided into fixed costs and variable costs, etc. Fixed costs are facilities, equipment and fixed assets used for production. Variable cost refers to the materials and energy used in production, low-value consumables and human resources expenses. From the cost control, the relationship between the front desk and the back desk is discussed. The front desk serves customers and the back desk provides a strong guarantee for the front desk, so that the whole hotel can have combat effectiveness. Departments should cooperate with each other, and there should be no wrangling or prevarication in case of problems. Equipment maintenance, procurement and supply, security, cleaning, etc. should serve catering well, and catering can serve customers who eat well. In catering, the kitchen should serve the restaurant, because the restaurant service personnel represent the interests of the guests, so employees are required to always establish the service concept of "customers are like relatives". The maintenance of equipment can prolong the service life of equipment and save the investment of fixed assets for the hotel. The purchased materials should be cheap, fresh in season and in place in time, so as to make exquisite dishes and reduce the production cost of the kitchen. For the price control of raw materials purchased in the kitchen, the Food and Beverage Department organizes personnel to conduct regular market surveys with the Finance Department to find out the actual prices of kitchen materials, generally once a week to enhance the transparency of material prices and unify pricing. Only in this way can we effectively control the cost and prevent graft. Multiple markets and multiple purchases can prevent the monopoly of material prices, and we can use high-quality and cheap raw materials. In warehouse management, try to achieve zero inventory as much as possible, which can not only reduce the loss, but also improve the capital turnover rate. Employees' wages and benefits account for about 21% of the cost of catering. We should set up posts reasonably according to the needs of the work, and we should not be overwhelmed. Although the low value and easy consumption are inconspicuous, the accounts are not carefully calculated. In the past two years, the prices of raw materials for production have risen, and all aspects of expenses have increased, while the consumption level has not changed much from the price ten years ago, thus increasing the difficulty of our operation. Therefore, every point and every link should be economical, effectively control the cost and create the best profit for the hotel.

5. Marketing is the guarantee of hotel benefits. Good products should have good publicity and planning, which can establish the image of the hotel in the public and create brand benefits.

hotels should take part in more public welfare activities, such as doing some useful things for the elderly, children, fire fighting, etc., holding some old and new customers' parties every year, and investing less in public welfare activities, which can produce good results and improve the hotel's popularity and reputation. As a result, the hotel's popularity will be improved, and its economic benefits will go up. Public relations and marketing departments should often visit old customers and listen to their opinions. Their suggestions can guide our production and improve our service. To establish customer files, we must have perfect customer information for important VIPs and big customers, such as the host's preferences and taboos, which should be kept in mind by the reception staff. All staff participate in marketing, and everyone cares about management. For public relations marketing, increase the commission, those who can do more work, distribute the commission to the invited meetings and customers, and link the salary of public relations personnel with the benefits, so as to effectively stimulate the enthusiasm of public relations and create economic benefits for the hotel. Keep in mind the 81 and 21 rules, 81% of our profits come from 21% of our customers, so the focus of our public relations should be on these 21% of our customers, and we should take 81% of our public relations expenses and energy for these 21% of our customers. Regularly hold food festivals in different regions and do a good job in promoting large-scale festivals. Such as the production of mid-autumn moon cakes, the distribution of gifts during the Spring Festival, the processing of clean vegetables, etc. The training and output of catering management and the domestic service of chefs are also ways to increase the efficiency of hotels.

6. Safety and hygiene are the top priority of the hotel, and safety production is the top priority in the work, so safety production must be put in the first place; Without security, there is nothing, and there is no economic benefit.

There is a saying: "Hidden dangers are more dangerous than open flames, prevention is better than disaster relief, and responsibility is more important than Mount Tai", which shows the importance of prevention, so we should sound the alarm constantly and not be careless. Establish a safety inspection system in the food and beverage department, there must be staff present during business hours, and strictly check the records after leaving work to ensure foolproof. The kitchen has a high degree of electrification, so pay attention to personal safety to prevent knife injuries and burns; There are many face-to-face machines, so it is necessary to operate strictly according to the degree of operation to prevent machine injury; There are also many hidden dangers in restaurants, such as carpets, electrical appliances, cigarette butts, etc., which should be paid more attention to. Pay attention to traffic safety when going out. In the work, we should also prevent the occurrence of food poisoning accidents and man-made poisoning behavior, which requires our employees to have noble ideological consciousness and moral sentiments. At the same time, strengthen the security inspection system for people entering and leaving, and prevent the theft of employees and the control of outsiders. Some operators only pay attention to the decoration and grade of restaurants, sometimes ignoring the hygiene requirements. In fact, hygiene management is also very important, especially the hygiene of toilets. More important, why do you say that? If the hygiene of the bathroom is very good, then the other hygiene of the hotel can be imagined to be better! Neat hygiene will leave a good impression on customers. Food hygiene is also very important, and we should not relax at all times. We should strictly abide by national and local laws and regulations and put the health of customers first! Personal hygiene can't be ignored, too. The staff's tooling is the highlight of our hotel, and it is also the basis for establishing the hotel's internal image. Good personal hygiene is also the embodiment of professional ethics.

7. Team spirit is the need of hotel development. Team spirit is the embodiment of hotel culture, cohesion and centripetal force of the hotel, and the perfect execution of employees.

employees are the profit creators of enterprises, and our managers must act according to the principle of "service from superiors to subordinates" and manage according to the idea of "customer first, employees first", so that government orders can be unblocked. At work, we must serve the next working procedure based on the previous working procedure, and the next working procedure is the inspector of the previous working procedure. Employees are the most ordinary members of the hotel, but the stability of employees is related to the development of the hotel and the future of the hotel. The hotel should always think about its employees, so that employees can work with peace of mind, devote themselves to their work, love their jobs, take the store as their business and serve the hotel better. It is necessary to put the hotel's business philosophy and cultural orientation into the thoughts and actions of every employee. Do a good job in hotel development planning, provide a platform for staff development and design the future. Increase employees' cultural and sports activities and competitive competitions, and form a good cooperative atmosphere and team spirit. Every employee is a member of the team and should be proud of the team.

8. Training is the driving force of hotel development. Hotel development can not be separated from the training of employees. Only by establishing a good training policy and mechanism can our employees continuously improve their own quality and work ability.

Use the rest time before or after work to train employees accordingly, so that employees can understand the truth of being a person in advance. From the rules and regulations of the hotel to the post-development training of the hotel, employees will gradually develop the habit of learning and constantly purify and improve themselves. Make every employee adapt to the development of the hotel, so as to cultivate excellent employees. Only continuous training can make employees progress, reflect hotel culture and show good team spirit, and make the hotel sustainable development.

to sum up, as a hotel catering business, it changes rapidly and the guests it receives are uneven, which requires us to be flexible in our work. In the face of policy control and market competition, only by summing up experience, perfecting management mechanism, raising competition awareness and improving employees' welfare can we be in an invincible position in the competition. The development of hotel catering is related to the future of the hotel. The hotel should always think about its employees, so that employees can work with peace of mind, devote themselves to their work, love their jobs, take the store as their business and serve the hotel better. It is necessary to put the hotel's business philosophy and cultural orientation into the thoughts and actions of every employee. Do a good job in hotel development planning, provide a platform for staff development and design the future. Increase employees' cultural and sports activities and competitive competitions, and form a good cooperative atmosphere and team spirit. Every employee is a member of the team and should be proud of the team.