First, reorganize the organizational structure. I very much agree with the organizational structure of the flat, from the general manager to the staff only three levels, which is conducive to the communication of information, culture transfer, instruction transfer, implementation of improved efficiency, but I do not agree with the integration of the large department system, because we have been whole, and we missed, the results of this test told me that the original is 8 departments and a room, now changed to 10 departments and a room, that is to say, the general manager of the management scope in the increase, the following The hierarchy is decreasing, and the effectiveness of transmitting information is increasing. Each division has a distribution of tasks, such as the sales department, a business conference division, conference team division, an e-commerce division, a small leader for each division.
Simplify the management level, amplify the end functional level. General manager to the staff of the best three, but must amplify the end of the management level, that is, the staff of the hierarchy should be wide, to do this, that is to say, put to the end of the function, that is, the whole group distribution function to amplify.
The clarity of the organizational structure. High-level management authority to be clear, the Chinese people traditionally like to fight for power, but I personally believe that to do the general manager, your assistant to use a good, your mind to be broad. My training time with my staff said a sentence, if you can tolerate your subordinates beyond your mind, your subordinates will never be beyond you. So my two assistants, a vice president, a general assistant, it's a very clear distribution of work, a pipe front, a pipe backstage, I only grasp a department, the marketing department, engineering, security, housekeeping and other backstage is attributed to the vice president. Catering, front office, celebrity will be the front office to the general assistant, so the senior management authority will play the senior subjective initiative, he is absolutely beneficial to you.
Each department set up a different task distribution. I just said, the front office department has a task distribution, my customer service center is also divided into three divisions, each division of the staffing system has not increased, only to set the goal in the specific person, so the work will be very clear.
Organizational integration will not say much. Departmental intersection, performance, time unification for integration, such as customer service reservations, switchboard rooms, catering secondary warehouse and so on.
Second, readjust the salary structure. Employee level adjustment, from the original ten pay grades, adjusted to eight pay grades. Adjustment of high-level intermediate pay grade. Employee salary adjustment, the establishment of six-month salary and annual salary adjustment management system. Every hotel every six months to staff a salary adjustment, that is, at least twice a year for salary increases.
Third, the establishment of a sound performance appraisal of each department. I am in sales, so the performance is particularly important, even a housekeeper GRO how many steps a day to know, rainy day employees have no initiative to give the umbrella to the guests, baggage students stand here, the guests come over to ask for umbrellas, he only gave the guests. But if you add the umbrella to the performance appraisal, the staff will take the initiative. The company's business is a very important part of the company's success," he said.
Dramatically adjust the performance mode, the front field assessment of income performance, improve the ratio, because he can get to you are always a few, the front field assessment of the staff must not be stingy that part of the commission money. The second is the back field assessment, to service performance assessment, there is no customer complaints, if there is a complaint there is no penalty, this time to reduce the probability of punishment from the perspective of punishment. The second is to increase the percentage of commission for each department, while increasing the percentage of penalties for failure to meet targets.
Fourth, improve the training system. Training briefly, the hotels also have, new employees every month, there are 7 days off duty training, we require employees do not go to work, directly in the training classroom, each department head, including the general manager of the last class should have 7 days of training off duty, a month on the job training. Old staff skills training, foreman supervisor half a day a week off duty training. Then department heads go out for training and learning.
Training must be examined, there must be a test into the book, as long as there is training on the test, there will be a reward for the test, any test scores all income staff files, Ruicheng Hotel from March 15 last year, on the establishment of an archive for each employee, his monthly evaluation, each month salary payment records of the Ministry of Administration have, until the day the employee left us the file to give him to look at his track in Ruicheng, you'll know in his contribution to this business, you'll be able to find out how much he paid for this business, you'll be able to get a better understanding of the situation. know how much he has paid for this enterprise, how much he has gained, how much he has grown.
Fifth, the establishment of a perfect management authority system, this is very critical. Employees, foreman, supervisor authority does not overlap. Department head authority amplification, full trust in the department head, absolutely do not believe. What do you mean? Is as our subordinates we are absolutely trust, but absolutely do not believe that he is not in the process of implementation of the work to go off the road, so to go to the spot-check monitoring of his entire implementation of the process of whether or not to go straight to the road, to provide timely feedback and corrections, so I have a sentence to all the department chiefs, I have absolute trust in you, but your work is absolutely not completely believe that you will be a little bit not bad in accordance with the established route.
General Manager's Office management authority restriction, I never think that this hotel I say, are my words, that the risk will be very big, every department, every post, even if the general manager you are in this post your management authority here, management authority I also do daily reports for review and statistics.
Sixth, the establishment of the concept of corporate culture. We are 12 months a year each month has a theme culture month, this month is singing contest, each hotel are doing, but do not do the same way, because each hotel is the human resources department to organize staff to do this thing. Singing competition we have a self-organization, organized by the staff themselves, their own registration, their own host, their own award, I am only responsible for the award money, so the best, the administrative department process control is good.
We have created the Ruicheng House, which is the wealth left by history, we have to continue. Employees, whether in the Qingyang District, or the street, or the city, as long as there are activities we participate in, so it is easy to create a sense of collective honor among employees. My Chinese executive chef took a group excellence award, back after he looked very guilty, but I think there is no matter, there is a medal on the line, so that we can develop a collective sense of honor on the team, really do not care about his achievements.
No matter how small the staff is. For example, this year we have improved our staff's accommodation with air-conditioning, washing machines, refrigerators and Wifi. We also enhance the humanistic care of the staff, every year there are 1,000 yuan of poor staff care fee, major disease relief fund - cloud fund.
Secondly, for the tree goals. I personally believe that individual goals, departmental goals and hotel goals.
First, individual goals. We ask the department head to designate each employee's monthly individual goals, and we ask each employee to set his or her own monthly work goals. Individual long-term growth goals, employee growth plans, are set during monthly quarterly and semi-annual conversations.
Second, departmental goals. Each month to set departmental assessment goals, we are more rigorous implementation, such as this month's sales department 600,000 and 700,000 targets must be completed, not completed every less than 10,000 departmental performance how much, every more than 10,000 incentives how much.
Funding targets, revenue targets, profit targets, these are the assessment of the management team's indicators, once these indicators are completed in the form of performance to you. Failure to complete, you have a base, will be deducted. Establishment of departmental competition mechanism, semi-annual and annual excellent department from the monthly completion of the target evaluation to evaluate, so to evaluate everyone is convinced.
Third, the hotel goals. Goal realization of reverse obedience system, the hotel goal realization subject to departmental goal realization, departmental goal realization subject to personal goal realization. Goal setting positive a system, hotel goal setting decomposition to departmental goals, departmental goals decomposition to personal goals.
Then it is heavy assessment. Appraisal is divided into: discipline assessment, quality assessment, process assessment and target assessment.
First, the disciplinary assessment. Before the hotel system, everyone is equal. I am asking for a punch card, I certainly must punch the card, I have a punch card every month, you ask employees to do, you must do it yourself, no matter how busy you are, I forget to punch the card myself at night, I came home and drove back to punch the card, I think this is the system of respect for the respect of your own goals.
The law must be followed, the law enforcement must be strict, for serious violations of the system and step on the red line, a veto, I dismissed or disguised dissuasive 8 people this year, there are many employees outside to scold me, there are many employees like me, I think it's worth it, scolded my employees are also right that he was standing in his point of view to see what I did to him this thing, the management of the absolute right or wrong, but just a different point of view, so there is no need to go to the heart, time is the best time, I think it's the best time. There is no absolute right or wrong management, just a different perspective, so there is no need to go to the heart, time is the best medicine, he will sooner or later restore the original truth. I do not think it is necessary to let others say hello, as long as you follow their own direction on the right. Of course, here to remember that you want to establish is the staff of the system of reverence, rather than to your personal reverence.
Second, quality assessment. We have an employee his home is far away, his punch card before we did not implement the system, a month basically late fifteen or sixteen times, two or three months after the implementation, the last employee took his punch card record to my office said, Mr. Zhuang give me a reward, why? Why? I have perfect attendance this month. He believes that from being late many times a month, to now not a day late, he has a very great sense of achievement, this sense of achievement can stimulate him to work better, you give him to see is personal growth and potential, such a person must be praised and rewarded, this is the power of positive energy.
Our quality check relies on three people doing it every day at irregular intervals. Quality inspection includes service status, standards, work status, product quality and so on, one day irregular inspection system. If there is an inspection, there must be rectification, and if there is rectification, there will be a review. Departmental guilt-by-association system, generally issued by the quality inspection department instructions, the first verbal, the second warning, the third fine, if it involves a fine, the head of the department with the penalty.
Inspection system established. Establish and improve the three-level quality inspection system. The 400 items of quality inspection scope and demerit points standard, the establishment of each employee's quality inspection demerit assessment mechanism, linked to the semi-annual and annual salary increase.
Management process sorting, design department cross-point division, division of responsibility. I found a thing, no matter who as long as it relates to the collaboration between departments as soon as there is a problem, the problem, and I have every department has a cross-point of the whole part of the clear, only this thing to what position out of what is your, the responsibility of the cross-points are clearly delineated, so the process of controlling it is very simple.
Process reengineering project, our staff suggested that the incentive mechanism, as long as the staff feel that the process is not scientific, how do you think the process is better, we will have rewards.
Third, process assessment is the focus. Simplify the approval, improve efficiency. I do not know how many general managers to write every day, for me, a pile of sheets to 10:30 at night over, I'm bored to death, and then what is the result, simplify all the approval process, I only sign what I think should be signed, that is, the financial line and the red line of things that need to take the risk of things, the rest of the power to decentralize all.
Control risks and increase financial audits. As long as the right to decentralize, immediately have to strengthen a thing, financial risk control, you can not put out on regardless, you have to put out also have to come back. So the core of the process assessment is here.
Fourth, target assessment. Economic indicators assessment, economic indicators directly linked to individual economic performance. Management indicators assessment. Management indicators are linked to individual job development and salary.
Summary, the above is a year we spent doing out, in fact, there is no innovation, but in the process of operation there are a lot of things to learn, these methods, once the effect is out, will make you very surprised.
People and the core role in the enterprise
In fact, there is no need to reduce people in the enterprise, the core is to improve the mobility of the existing people, the unit efficiency, you just do not recruit people, the natural wastage of three months, people will be reduced to the normal level. So I personally believe that people and is the core role in the enterprise. I am doing sales, operational strategies are generally art, in the process of business operations is the core of the road, the road is people, people and is the biggest road.
Some suggestions. There are three words for employees: respect, value, honor and disgrace. What is respect? American psychologist William . James said: the deepest need of human beings is to be appreciated, and the most talented people, will take their talents, to the place where he feels most appreciated. Appreciation means many things, opportunities, financial rewards, and job recognition, but at the top of the list should be simple respect.
Four words of respect: equality, openness, fairness, justice. Personality is equal, the nature of the work is equal, the value of the embodiment of equality, the hotel nothing can not be talked about, reasonable must be adopted, the rewards before the degree of effort is equal, the system is equal in front of everyone, to punish the evil and promote justice.
I have fought three times inside the hotel, which is unimaginable, once a guest drunk in the middle of the night, looking for the room card can not find, kicked the door, the room attendant said two words do not fit, on the floor of the service personnel a kick, I was on fire, and the guests directly picked up to the hall to chat. Of course, after this incident I am also summarizing, sex too fast, but I think there is nothing wrong in my heart, the staff is the first, the guest is not the first, only the staff will be good guests will be good, of course, there is no quality of the guests, can be called guests?
Establish a sense of personal and team honor and shame. The system is greater than the day, personal honor and disgrace and efforts and work related, the red line can not be crossed. The team has to have the atmosphere and power, no matter how big or small.
Honor comes from effort. Recently, we are adjusting the interns, last year used 43 interns, stayed 34 people, I personally think that the interns of our hotels have a high rate of retention of enterprises, this year only used 32 interns, I can guarantee that next year, 32 interns in the natural elimination of a large part of the people will remain after.
We will not let an intern in a position to do three months in a row, will be transferred, for example, the West Restaurant is very hard, now the West Restaurant is basically in a steady rise, eighty or ninety people a day, these two days is two or three hundred people, the workload is very strong. You see a child working hard, without any reason, I told him I want to transfer you to the front desk to go or not? He said Mr. Zhuang, I want to go, but I can't let go of the Western Restaurant team. I said I want you to go to the front office to exercise, because you have worked hard. I think this hardworking child should be given the opportunity to give him a platform to set up such a concept in the whole team, your achievements and honors absolutely come from your efforts.
There is also a saying that it is normal to make mistakes, and it is good to correct them, but remember that there are only three times. In general, there will not be three times to make mistakes we will also keep people, is the same thing three times in a row out of the error, I think it must be taken seriously. As a general manager in the inspection process, when you find a little thing, they thought that Mr. Zhuang as for such a small thing on the line so big temper, in fact, not, you have to set up these systems to patrol every day after the emergence of a little bit of a small thing, three times in a row is either the system has a problem, or a problem with the people, or the management process has a problem, the core points! Once seized, you will know what to do every day and what not to do.
This is what I wrote myself. I personally believe that we should not underestimate the young people, their minds are more active than ours, and their sense of value is stronger than ours. Don't underestimate the old staff, their sense of collective value is stronger than ours, and their sense of potential corporate identity is stronger than yours and mine.
Don't mistrust the staff, must believe that you give the staff a little, he can return you a piece. Don't easily erase a person's growth, that is a spiritual individual's self-enrichment. I am 31 years old to do vice president, before all is to do the market, I personally believe that no group training, no leadership cultivation, no city celebrity such an environment I can not do this position, this growth can not be the mouth of gratitude, but from the heart of a kind of understanding, and thus guide the action to return.
Don't care about the salary you issued, this sentence is said to the boss, but also to the general manager with real power to listen to, because as long as you manage properly, every penny is worth it. Do not easily give up on a person's training, as long as the identification of a person, virtue, know the rules, smart, we must consciously cultivate, these people once cultivated to be cultivated from start to finish, maybe one day you will look up to his existence.