A place where guests or travelers rest or stay.

Domestic hotel chains

At present, there are nearly 100 chain hotels in China, among which the top ten brands in China are Home Inn, Shangkeyou, 7 Days Hotel Chain, Jinjiang Inn, Hanting Hotel, Green Tree Inn, Super 8 Hotel and Ibis Hotel.

service

In essence, the hotel's business activities are not to produce and sell tangible material products, but to provide an intangible service to guests with material facilities.

Hangzhou West Lake State Guesthouse

Service, what the guests finally get is the utility of a service and the experience of a service process. Therefore, in the hotel's business activities, the process of providing services by the hotel and the process of consuming services by the guests are at the same time and space, and the guests can only enjoy them on the spot, but generally they can't take them away, and the hotel can't inspect the goods in advance and store them afterwards. Of course, there is no patent for intangible services.

comprehensiveness

That is, the complexity of the elements of hotel business activities and the closeness of internal and external relations. In modern society, staying in a hotel is not only a basic need of life, but also a way to pursue enjoyment. To meet the needs of guests, the hotel must have complete functions, complete facilities, rich projects and excellent service. Therefore, this requires the coordination of hotels and the establishment of a comprehensive service system.

Volatility

That is the instability of hotel business activities. Hotel management is restricted by many factors, including three basic objective factors: first, social and political factors, namely national policy, social order and diplomatic relations; Second, economic factors, that is, the degree of development of commodity economy, the speed of national economic development, people's consumption level and so on. Thirdly, the attraction and seasonal influence of tourism resources and traffic conditions in this region. All the above factors are variables, and any change in them will directly affect the hotel's business activities.

Cultural nature

That is, the cultural atmosphere and connotation in hotel business activities. The cultural characteristics of the hotel are mainly embodied in tangible material culture and intangible spiritual culture. Tangible material culture is mainly manifested in architectural modeling, functional design, decorative style, environmental contrast, art galleries, concert halls, performance exhibition halls and other cultural and entertainment facilities, as well as national culture, western culture and other material products. Intangible spiritual culture is mainly manifested in the ideology of material culture and service activities, as well as management thoughts and management culture in business activities.

compare

identical

Hotels and guesthouses are the same in nature, and both provide complete accommodation. As hotels, they provide services such as food, accommodation, shopping, tourism, transportation, post and telecommunications, banking, entertainment, trade, culture and information exchange. To put it simply, a hotel is a place to provide catering and entertainment for tourists.

differentiate

Hotel refers to a star-rated hotel with large scale, good equipment and high comprehensive service quality. The same hotel is commonly used in coastal cities, Hong Kong, Macao and Taiwan and abroad.

Hotel naming. The grades and specifications of the hotel are higher than those of the hotel. In addition to guest rooms, the hotel also has bars, shops, business centers, conference rooms and so on. The hotel may not have this series of equipment.

Hotels are the base for providing services for tourists. Tourists traveling in different places need certain facilities and services to solve accommodation and other problems, and hotels are places to meet these needs. For example, the rooms are clean and practical, and all kinds of daily necessities are readily available; Restaurant decoration is very good, there are many flavor restaurants; There are bars, cafes, shops, dance halls, swimming pools, gyms and other facilities in the store; Tourists' needs for food, accommodation, shopping and entertainment can all be met in hotels.

The hotel can basically only solve the accommodation problem, and eating is just by the way. The difference between hotels, inns and guest houses lies in the difference in registered capital. The highest hotel is the hotel, followed by the guest house.

3 design requirements

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guest room

It is the main body of the hotel. The principle of guest room design is quiet, comfortable, safe and well-equipped, which is conducive to cleanliness and hygiene. Size and style of furniture

Hotel interior map

Coordinate with the size and shape of the room. The size of the room depends on the hotel level and furniture standards. According to the bed setting, it is divided into single rooms, double rooms, suites and superior suites. The most commonly used twin room is. Most motels have two double beds in each unit for three or four families to travel. The size of the guest room is related to the size of the bed. The net room area of the guest room (excluding the bathroom and passage) is generally about 20 square meters, which can be increased or decreased according to the actual situation. The design of toilet should consider the convenience of cleaning and maintenance. The guest room corridor should facilitate access to stairs and elevators, and indicate the safe evacuation direction and exit as required. Most motel rooms in Wuyuan Jinqiao Hotel in Inner Mongolia have two double beds and broadband access.

restaurant

In order to meet the different tastes of tourists from all over the world, large hotels have set up various restaurants, mainly small and medium-sized restaurants, and pay attention to the dining environment. The dining room should not be too far away from the guest room. Passengers from the guest room to the restaurant had better not go through the lobby. The location of the kitchen should be closely connected with the dining room, but it should be hidden. Kitchen design should pay attention to hygiene, the dining room should be separated from the dining room to prevent odor and noise from infiltrating into the dining room, and the needs of passengers dining in the guest room should also be considered. The supply route should not be in contact with the guests. Drinks are an important source of income for hotel business, and scattered bars are more convenient for passengers than centralized bars.

laundry room

Hotels have a large amount of laundry, and generally set up separate laundry rooms. It should be located in the basement for the convenience of contact.

garage

The construction requirements of the garage are put forward by the municipal administrative department. The garage not only provides cars for hotel business, but also provides parking spaces for passengers or taxis. A new hotel will be built in the old town where there is no garage. Garage can set aside some parking spaces for rent to increase income.

Bicycle parking space

A big hotel often has thousands of service staff, and many staff and tourists in China hotels use bicycles as their means of transportation. Therefore, large and medium-sized hotels should design bicycle parking sheds or leave enough parking spaces in the overall layout.

Power and mechanical facilities

Modern hotels need to provide a perfect artificial environment. Therefore, there must be huge electrical and mechanical facilities, as well as control systems, including water supply, drainage, power transmission, substation, air conditioning, heating, telephone switchboard, various televisions, automatic monitoring system for fire prevention and theft prevention, and computer-controlled elevator group control. These facilities must be carefully arranged.

4 management system

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First, earnestly implement the passenger property storage system, so that the division of labor is responsible and the responsibility lies with people.

Receptionist, security guard and floor attendant must enthusiastically publicize the importance of giving valuables and cash to the hotel for safekeeping.

Three, passenger property storage, must strictly go through the registration procedures, so that three registration and one signature.

Four, valuables and cash and general luggage should be stored separately.

Five, when storing passengers' belongings, we should be good at finding suspicious persons and other prohibited items in the stored items, and report the problems to the public security organs in time.

Six, seriously implement the system of succession, to prevent losses caused by unknown responsibility.

Seven, in violation of the property custody system of the defaulter, according to the seriousness of the case, if the circumstances are serious, the transfer of public security organs.

Eight, passengers and irrelevant personnel are strictly prohibited from entering the property storage room.

Nine, often check the property storage safety facilities.

Ten, the items left by passengers, should be properly kept, as far as possible to return to the original owner or reveal the claim; If it is unclaimed after three months of recruitment, it should be registered and sent to the local public security organ to deal with the lost items. Prohibited items and suspicious items shall be promptly reported to the public security organs for handling.

5 management software

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Hotel management software generally includes reservation reception, accounting processing, room center, report center and other functional modules. Excellent hotel management software can significantly improve the hotel's service level and work efficiency, standardize the hotel's business processes, help hotel managers understand business information in a timely and comprehensive manner, and make more accurate decisions, thus effectively improving the hotel's operational efficiency.

Front desk system [2]: marketing, guest files, house price scheme, reservation, reception, front desk guest account, room center, night audit, report center, manager inquiry and message center.

Two optional systems:

Telephone management system [3]:

Functions: real-time telephone answering and recording, telephone bill classification and statistics, telephone anti-control, telephone automatic on/off.

Restaurant management system:

Functions: booking, opening a table, ordering cash register, report center, welcoming guests, system setting, inventory invoicing, sales ranking and cost accounting.

Membership management system:

Function: Manage member account, member account, member consumption and a series of reports of members.

Inventory management system:

Functions: warehousing, warehousing, subsidiary ledger, general ledger, inventory, warehouse management, query statistics, reports.

6 management

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Institutional contradictions should not be underestimated.

1, the limitations of operators in management.

Some private hotels and guesthouses started from food stalls, and once worked hard to forget all about eating and sleeping, and started businesses with spontaneous family-style and family-style business ideas. If the enterprise is small in scale and simple in operation procedures, the joint efforts of Qixin family members and clansmen can make the enterprise persist and grow. However, if enterprise managers give up many opportunities to study, visit and inspect the market and improve their management concepts and levels because they are busy with running the enterprise, when the enterprise develops to a certain scale, they will be helpless and anxious, and make wrong decisions with narrow management consciousness, leading to serious management failure.

2. Management thought lags behind the development of the times.

The first generation of management thought-managers regard the managed as a talking labor tool. Managers abuse, whip and enslave, but on the surface, managers dare not complain. However, their hearts are burning with hatred and revenge, silently preparing for the eruption of the volcano. Once someone climbs to the top of the mountain and shouts loudly, these people will rise up and resist. Slave uprising, peasant uprising, bourgeois revolution and proletarian revolution are all the same.

The second generation of management thought-managers will be regarded as free men by managers. After the bourgeois revolution, workers were free actors. Management no longer uses whipping and slavery to manage the managed, but uses various systems to restrain the managed. If the managed person violates the management system, he will be punished economically, and he will often create more economic benefits by extending working hours, working overtime and counting overtime. Although it also provides some corresponding labor protection measures for the managed, everything is simple, resulting in legal complaints from the managed, brain drain and huge talent and economic losses for the enterprise.

The third generation of management thought-managers will be regarded as social people by managers. With the increasing recognition of human rights in western legal system, the ruled has also become a part of a social group with free human rights and independent personality. People are equal, and all human activities must be carried out within the scope permitted by law.

They regard the enterprise as their future, and are willing to live or die together with the enterprise, thus creating the greatest economic benefits. Therefore, managers also give part of the equity of the enterprise to the managed, so that they can feel more at ease in the work of the enterprise and connect them closely with the enterprise. On the one hand, they give full play to the wisdom of the managers and create the best and best products. On the other hand, they also increase the stability of the internal structure of the enterprise and make it produce huge economic benefits.

With the development of society and market economy, it is the only way to choose the third generation management thought to manage enterprises.

Management thought should be broken.

Since private hotels and guesthouses have entered a state of intense and busy operation since their opening, managers are on the front line every day, regardless of holidays, so hard work has brought about the normal operation of enterprises. However, after the long-term normal operation of the enterprise, managers can't get enough rest and mental balance because they have been engaged in a single repetitive job for a long time, so there is a job-related occupational disease-job boredom. In foreign hotels or domestic standard star-rated hotels, managers are often arranged to visit and study, go on vacation, attend by-product training courses and listen to academic reports, constantly refresh their management thinking, constantly recharge their studies and rest in time, so that they are always energetic, quick-thinking, responsive and in place. On the other hand, private managers are too busy receiving customers all day to take care of them.

This management idea is like a besieged city and a turtle shell, which needs to be completely broken. Only by innovating and importing fresh blood can enterprises have new vitality. The system should be sound and the management should be standardized.

During the development of private hotels from small to large, most managers have not studied the formal management theory, so they can't build, design and manage according to the standardized process of liquor business at one time, which increases the workload of management.

1, the system is not perfect.

In some private hotels, some posts are for people, and some systems are set by people or in the form of metaphors. It is impossible for newcomers to continue to implement it simply by habit. The system is also arbitrary and constantly changing. Even before reaching the grassroots level, the content has been changed, and some superior leaders have modified it at will but have not fully conveyed it to the leaders, resulting in different government decrees and contradictions in their work. There is no written regulation system, the implementation is inaccurate, and it is easy to go out of shape. It is full of contradictions and increases the pressure of management.

2. The responsibilities and rights are not clear.

Responsibility and rights are the same, and interests are the same. Only in this way can a person give full play to his subjective initiative in his work.

Clear rewards and punishments, combined with kindness and prestige, can inspire everyone. Work should be careful and small, but also active and bold, so as to get more labor remuneration and more treatment, better arrange their own lives, and enterprises will gain new vitality and vitality.

3. The cost control is not standardized.

Although private hotels and guesthouses attach great importance to cost accounting in management, due to the nonstandard financial system, it seems that the control is quite strict, but they are often surprised after causing losses. For example, most private wines have no standardized financial accounting, and some only keep running accounts, no cost accounting, no ledger and no standardized quantity and quantity control. They think they only need to buy and use, and the waste caused by repeated purchase or overuse is also very common.

Only by constantly learning advanced management experience at home and abroad and formulating appropriate marketing strategies according to international management practices and market demand can private enterprises flourish and stand on their own feet in the forest of hotels. [4]

7 development

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trend

The international trend of hotel construction is to develop into high-rise, large-scale, high-standard and complex (that is, shops, hotels, offices, apartments and other comprehensive settings), and strive to increase profitable public activities.

tool

In terms of facilities, advanced science and technology are vigorously used to create an ideal indoor and outdoor environment and improve management level. For example, air conditioning equipment, closed enclosure structure, and equipment to prevent or reduce noise interference (including sound absorption, sound insulation and noise elimination devices) are used to keep indoor quiet, fresh air and appropriate temperature; Use the elevator of cluster program control system to pick up and drop off passengers quickly; Keep close contact with all parts of the country and abroad with multifunctional and efficient telephones and teletypewriters; Equipped with a small safe at the main service desk to keep valuables for passengers; Manage guest rooms (including reservation, reception, checkout, etc.). Using electronic technology to improve work efficiency and room utilization; In order to telemeter the police burglar alarm [5] and ensure the safety of passengers; Set fire sensor, in case of fire, it can give an alarm in time and automatically extinguish the fire.