Hotel management knowledge "Six Regular Management Methods"
Regular classification: all items are divided into two categories, one is no longer used, and the other is still used; One is to use it immediately, and the other is to use it later, so as to make the work more detailed. For example, frozen food can be thawed in advance through classification.
Regular sorting: Get rid of the things that are no longer used, and reduce the things that need to be used to a lower level and put them in order to avoid the problems of insufficient or excessive procurement, overstock and deterioration. For example, it is not necessary to invest too much manpower and material resources to control the mess phenomenon, and the small service can also save a considerable amount of water and electricity.
clean frequently: clean frequently to keep the environment clean and tidy. We should do the four steps of cleaning: procedure, responsibility, inspection and goal. To achieve the effect that what guests see in the hotel must be clean and hygienic.
regular maintenance: maintenance of classification, sorting and cleaning. That is to say, good ideas and advanced management should be constantly grasped, which is by no means a one-off event. Only by maintaining them frequently and attentively can classification, sorting and cleaning form a virtuous circle in our daily work, bringing unexpected and multiplier effects.
Normalization: Normalization of human behavior. Procedural and standardized service and daily work can improve work efficiency, improve service quality and advocate energy saving and consumption reduction.
regular education: through critical education, all employees can form the above good habits, and through supervision and education, the six regular concepts can be integrated into each employee's mind and daily work, so that each employee can know how to do his own work well and create a good and positive environment and atmosphere for the hotel.
Part I: What is the Six Regular Management Methods of Hotels
The six regular management methods of hotel management knowledge were summarized and innovated by Shao Dechun, a famous hotel management and service training expert, from the "5S" method in Japan, which also had its origin. As we all know, Japan is an island country, and in ancient times, the residents of Japan were mainly fishermen. China is a big agricultural country, and its residents are mainly farmers. What's the difference between farmers and fishermen? Is that farmers' homes are generally big houses, and there is something to put in the house. In addition, China people have always had a tradition of thrift, so as long as they are their own things, they are reluctant to throw them away, no matter whether they are useful or not, so that everything from ten or even twenty years ago is put in the house, and the whole house is often in a mess. Fishermen are different, because fishermen often take boats as their home and eat and live on them. If they put everything at home like farmers, the boats will soon sink because they are overwhelmed. Therefore, in order to make their home-boats work normally, fishermen have to tidy up their fishing boats often and get rid of things that have not been used for more than a year. For thousands of years, Japan, which is dominated by fishermen, has formed a distinctive Japanese culture-simplicity < P > Third, how to improve the execution of hotel management-improve hotel management services < P > After 21 years of development, China's hotel industry has made great progress, and the competition among hotels has become increasingly fierce. The competition of hotel management knowledge is first of all the competition of products, and improving product quality and reducing cost are effective means to enhance the competitiveness of hotels. However, with the intensification of competition in the hotel market, the improvement of customers' consumption consciousness and the pursuit of high added value, the competition of hotel management knowledge is increasingly manifested as the competition of services. At the same time, hotel management knowledge and the improvement of hotel management service quality,
hotel management knowledge is the guarantee of maintaining hotel brand, and paying attention to hotel service quality is an important content of hotel brand building. In order to provide guests with "satisfaction+surprise" quality service and retain the hearts of consumers, every hotel has made great efforts. From optimizing organizational management structure, establishing professional staff, strengthening external public relations and publicity, to constantly innovating products and services. Although many methods have been thought out and a lot of work has been done, the results are not very satisfactory.
With the gradual deepening of the research on hotel management knowledge, it is only one or two years since the term "executive power" appeared and was frequently used in the hotel industry, but it has set off an unprecedented wave of learning. "Excellent service comes from effective execution", which has been regarded as a classic by more and more hotel managers. They clearly see that the charm of execution is so amazing from the case of the United States West Point Military Academy for more than 211 years.
in order to further enhance the service consciousness of all employees, Zhejiang Hotel specially invited a number of experts to give a series of training lectures for employees from four aspects: language art, guest art, management art and leadership art, with the theme of "execution", and "how to effectively improve execution" is the most important part of this hotel management knowledge training.
improving execution depends on hotel management knowledge. Effective hotel management knowledge can improve the hotel's labor efficiency, reduce the hotel's transaction cost, maximize the hotel's operating profit, and thus make the hotel win an advantage in the competition. As a theory of hotel management knowledge, executive power considers and analyzes the operating characteristics of hotel as an economic organization from a brand-new perspective, and regards the connection between executive power and customer service as the lifeline of hotel's survival and development. The management here includes two meanings: manager and management system. First of all, managers should set an example and take the lead. For example, employees are not allowed to smoke in the hotel area, so they must not smoke in front of employees with cigarettes. Secondly, it is necessary to avoid that the various management systems and policies and procedures introduced are not rigorous, which leads to frequent changes. Shouting "Wolf" in the long run will cause psychological indifference of employees. The third management system itself is unreasonable, lacks pertinence and feasibility, or is too complicated < P > In modern society, people lack knowledge of hotel management, social culture and books, just like a wooden barrel with a short board, and the limit of success is the analysis of the short board.
Today's books on strategy, management and implementation are dazzling, and most of them are examples of macro-narration and exotic ways of thinking, and less attention is paid to China people and China environment itself.
fortunately, in this impetuous era, there are still a few quiet people who have realized a thought-provoking interpretation of economy, hotel management knowledge, environment and humanities with their unique perspectives, between the push and pull of the camera, between the shuttle between history and reality, and between the switching of eastern and western cultures. These interpretations are enlightening, which makes people feel crowded. It is as if in an instant, a cool wind is refreshing, which makes us have a clearer thinking position in looking at society, business or life, and return to a more fundamental starting point. The key is to see what kind of quality a hotel manager has.
A hotel manager should have the following three management skills:
① Technical skills. As far as the hotel is concerned, it is indispensable to have the professional technology and skills needed for this 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. The ability to deal with interpersonal relationships. It refers to the ability to cooperate with people, including contacting the same level internally, understanding the activities of subordinates, inspiring and inducing the enthusiasm of subordinates, and contacting and coordinating with relevant organizations and personnel externally.
to achieve the above level, hotel managers should first have sufficient professional knowledge. For example, hotel management and strategy, hotel management knowledge brand and marketing innovation, financing and capital operation, evaluation criteria of green hotels, business knowledge such as collectivization and chain operation, government regulations, management knowledge, etc. 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 cultivate subordinates, etc. Then there are skilled work skills, including thinking ability, organizational ability, performance management ability and professional style. Therefore, hotel managers should specifically master the following management skills:
First, planning skills
Among the basic functions of hotel management knowledge, the first function is planning, and the importance of the planning function runs through the whole process of management. Therefore, the first task as a hotel manager is to make a clear and effective work plan. Whether it is long-term strategic planning, annual marketing planning, personnel recruitment plan, annual budget, etc., it needs to be applied to the planning ability. When making a plan, we should distinguish between non-routine project management plans with specific goals, routine management plans for routine work and disposal plans for dealing with problems. In addition, we should be able to distinguish the difference between goals and objectives and formulate reasonable goals, instead of just using past figures as the basis.
second, decision-making skills
as far as hotel managers are concerned, making correct decisions is one of the important abilities. There are many variables in the process of planning and implementation, and decisions must be made constantly. The wrong decision will bring the consequences of failure, and the correct decision will lay the foundation for success. For example, should talents be trained from inside or hired from outside? How is the budget allocated? Decision-making is needed everywhere. There are time and resource constraints, the possibility of insufficient information or mistakes, the burden of human feelings and so on. Decision-making skills include presupposition, inference ability, information collection, analysis and induction ability, logical judgment, game theory, psychological quality in the face of pressure, how to avoid mental models and wrong systematic thinking, etc. Hotel managers should stand at a certain height, make overall plans and make decisions.
third, executive management skills
in order to present effective results, hotel managers need not only careful planning and good decision-making, but also the ability to execute. How to effectively manage quality, cost and service level depends on the high skills of hotel managers, too much control, timid everywhere and low efficiency; Inadequate control, prone to loopholes, increase costs, quality is not guaranteed. The test of control ability mainly includes several aspects: distinguish between the things that should be controlled and the things that should not be controlled, and advance the post-event disposal to pre-event management and in-event management (for example, the quality problem may come from the supplier's ability, and the process control may not be effective, but it needs source management or procurement management). In management, the willingness and ability to promote the independent management of subordinates has gradually evolved from external control to self-management, which is also what we often say: "The ultimate goal of management is to ignore it."
Fourth, problem-solving skills
"The greater the ability, the greater the responsibility." Solving problems is an important task for managers and the best way to test a person's ability. As far as hotel managers are concerned, perhaps the problems such as poor service quality, insufficient manpower, large turnover of personnel and outdated equipment need to be solved. To solve the problems, we need to define the problems, collect data, analyze the problems, find out the root causes of the problems, and use creative ability to solve the problems.
5. Communication and expression skills
It is said that intelligence, professional skills and experience only account for 25% of success factors, and the remaining 75% depends on good interpersonal communication. Hotel managers spend more than half of their time in communication, and most of the work obstacles are also generated in communication; Management communication is both interpersonal communication and team communication. Effective communication focuses on listening and feedback. Communication needs to be proactive, adhere to principles, respect others and be open, so as to pursue a "win-win" result. The organization that is good at communication, the speed of progress and the efficiency are relatively fast.
VI. Incentive assessment skills
People will only do things that are rewarded. Hotel managers should master and formulate a reasonable incentive system, and managers should motivate their subordinates in a timely and timely manner. Motivation is skillful and should be timely, concrete and sincere; When criticism is needed, we should pay attention to improving the way of criticism; There are different ways to motivate different employees. A reasonable performance appraisal should set performance standards by superiors, and be confirmed by both parties in advance. Effective performance interview is essential, including listening to subordinates' self-evaluation, discussing subordinates' objections and working out performance improvement plans, so as to get employees' active support and provide basis for personnel decision-making and performance development. Employees expect their efforts to be encouraged and rewarded, and the morale of enterprises and employees is also greatly affected by the fairness of assessment. If we want to establish sustainable performance, we need fair and reasonable assessment methods and incentive mechanisms to make people willing to work hard for the future.
VII. Team-building skills
Hotel managers must have good team-building skills if they want to make staff in various departments and positions more efficient and get along well. Putting 511 potatoes in a sack is just a sack of potatoes. A good team must have the following characteristics: clear goals, values and codes of conduct, sharing resources, good communication, strong sense of belonging among members and effective authorization. Respect for role differences, unity and cooperation, mutual assistance, can play the greatest benefit. A team is different from a group. A group may just be a mob and do not have a high combat capability. Only with three elements can it be called a team. First, the goal should be concentrated. Second, the relationship between members should be harmonious and mutually supportive. Third, the working methods should be consistent and flexible. Organizations often need to use team skills. Team building skills mainly include the ability to establish the same vision and goals, the ability to reconcile differences among members, the ability to formulate the same norms, the integration of new employees, the introduction of teams from experience to find the right direction, and the promotion of health conflicts.
Eight, successful leadership skills
The so-called leadership does not mean that you can use your power to impose your wishes on others at will; Only when you have influence and let others follow you wholeheartedly is the real leader. Hotel managers should learn to divide their work into four types: must authorize, should authorize, can authorize and should not authorize; Follow the four principles of authorization, such as equal rights and responsibilities, authorization without responsibility, step by step and establishment of agreement. This not only ensures that subordinates can share the work, but also ensures that subordinates do not abuse their power. How to make all kinds of people in the hotel work together effectively, how to make subordinates obey from the surface to the sincere dedication, how to revive the morale of employees with low morale, how to make successful people not be complacent and stagnant, how to make careless people not cause great disasters, and how to make people with different interests support each other all depend on the leadership skills of hotel managers. Leadership skills mainly include distinguishing the characteristics and current situation of subordinates, choosing appropriate leadership style, emotional cognition, control and adjustment, firm belief and willpower.
IX. Cultivating Subordinate Skills
Qualified hotel managers should accurately understand the level and needs of subordinates, help them learn and solve specific problems, stimulate their commitment, determine the key points of behavior change, formulate action plans, and apply them to actions, evaluation and recognition. If hotels want to develop, they need to recruit talents, but talents are not born, and schools can only teach them. Therefore, whether they can effectively cultivate subordinates becomes an important key ability. In addition, with the rapid flow of information today, if you don't teach subordinates, subordinates will learn in the near future, but you will lose your professional leadership ability, which will make.