How to do a good job in hotel management 1 1. The law of hot stove, hotel management can not be separated from the system.
"As long as you dare to touch it, it will burn you, then it will burn you. It was very hot for the first time. It will only burn the parts you touch, but not your whole body. It's the same for everyone-whoever touches it will burn you. If you don't touch it, it won't burn you. " This is the law of "hot stove", and this "hot stove" is what we usually call the system and norms.
There is no denying that the current hotel designation system has not been well implemented, let alone effective. This is mainly because managers are often subject to personal subjective control and regard this as a kind of humanized management, but it is this difference in understanding that makes this system norm a decoration. In fact, the system and norms are a basic foothold of humanization, it is a kind of responsibility, a kind of responsibility to oneself and the enterprise. If the system is not standardized, it will cause the system to exist in name only, and the enterprise management has no rules to follow.
In fact, the real "hot stove" method can be understood as humanized management. The understanding of human nature is a gradual deepening process. The understanding of human nature is not simply based on kindness and generosity, but depends on the continuous exploration and refinement of managers in practice. On the basis of institutionalized management, everyone gradually formed a correct understanding of the system norms in the process of listening and listening, so as to really implement them. Only when everyone has a code of conduct can we talk about the so-called humanized software management. When the system is laid, the pyramid-like high-rise building can be truly built and the enterprise can have sustainable development.
Second, the details of the contest, starting from the service
Nowadays, the competition in the service industry is becoming more and more fierce. It has changed from an extensive hotel model that simply pursues fame in the past to a hotel industry trend of "meaning beyond taste". Customers will make a comprehensive evaluation from the aspects of environment, atmosphere and service, and finally make a choice. For enterprises, it is necessary to proceed from the details and effectively meet the needs of customers.
Service is an eternal topic for operators, and meeting customers' needs with high-quality service is one of the most important goals for operators. The book "Details Decide Success or Failure" once put forward a brand-new management concept-refined management, and summed up the view that "being a person, doing things and managing-details decide success or failure". With the continuous improvement of people's consumption requirements, catering enterprises must pay attention to details if they want to win the favor of customers.
Service itself is the product of restaurants and hotels. If the products you attach can satisfy customers, then you are half successful. Detail service is people-oriented, respecting and meeting the most basic needs of customers. If something goes wrong with the details of the hotel, it will deviate from the center of detail service. For example, a delicious dish is decorated with coriander leaves, but there are yellow leaves or small holes in the leaves, and the aesthetic feeling of the dish will suddenly drop. A cigarette butt littering everywhere will turn the hotel into ashes, and a wrong positioning will lose a market. The so-called "embankment of a thousand miles, destroyed by the ant nest" is this truth.
Success comes from the accumulation of details. For the service industry, this accumulation is the system of daily workflow, service norms and service standards. Start from bit by bit and strive for perfection. Only in this way can we win the hearts of consumers and the service be successful.
Third, round table sales, close to your heart.
There is a saying in Sun Tzu's Art of War that "attacking the city for the next, attacking the heart for the top" has always been praised by marketers. Sales, in fact, is a war without smoke, and in this war, how should salespeople win the hearts of customers? Today, I will introduce a sales method-round table sales, hoping to provide you with some help.
If I ask you, why are the order forms of many successful studios round? Maybe you will say "for beauty!" But in fact, the round table is not just a round table. China has always paid attention to harmony. From Tianyuan to five lines of gossip, the word "round" was not reflected in May. The biggest advantage of the round table is that it can make use of 360-degree activity space, allowing sellers to shorten the distance freely. Moderate physical contact is more conducive to relieving consumers' vigilance. Just like what we often see in movies: the scene where the old chief pats the little soldier's shoulder and calls him a "kid", this kind of contact action can immediately make the image of the old chief "unattainable" in the little soldier's heart become "amiable and approachable". Roundtable sales is a way to shorten the distance between customers and marketers, thus increasing sales opportunities.
For salespeople, giving full play to the advantages of round-table sales, shortening the distance between them when having a cordial conversation with customers, and properly assisting some physical contact can effectively turn sales into family ties, thus getting twice the result with half the effort and promoting the success of sales. Why not?
Fourth, pay attention to employees = resource development.
Many enterprises regard employees as a kind of cost and an asset that must be consumed in the process of operation, which is an extremely wrong concept. Peter drucker, a management guru, once said, "Employees are assets and resources, not costs and expenses." He emphasizes the value of people, so he regards employees as resources or costs, which reflects the strategic vision and values of hotel managers and is also the key to the success or failure of enterprises.
During the period of SARS, the number of guests dropped sharply, business income was damaged, and the catering industry was greatly affected. With the economic downturn, many hotels first think of taking the opportunity to transform their hardware facilities, but what about their employees? Many hotels have holidays in batches, allowing employees to get a basic salary to save costs. After investing a lot of money in the renovation, the hardware of the hotel is indeed more advanced and luxurious. However, due to the long vacation time of employees, they can't quickly return to good working conditions, which leads to loose work and even some good employees change careers. Therefore, in the end, customers did not enjoy further high-quality service, and the brand-new hardware facilities of the hotel lacked vitality because there were no waiters who upgraded simultaneously. Of course, the final result of the hotel still cannot reflect its real value. The reason for this phenomenon is that managers always equate employees with costs and expenses, are unwilling to invest in employees, and can only lose money in the end.
Costs can only be consumed, while resources can be developed and added value. For hotels, employees are their greatest resource. Hotels will eventually benefit from the development of this resource. Imagine that if the hotel pays attention to the cultivation and care of employees, the quality of employees will be improved, and the sense of belonging and identity with the enterprise will be deepened. Since it's hot, work harder, so as to serve customers better and the hotel's business can flourish.
Verb (short for verb) Seek knowledge and create opportunities for yourself.
2 1 century is an era of knowledge, and the urgency of learning is increasingly apparent. However, from time to time, hotel employees complain that there are too few opportunities given by enterprises, or they are "too busy to study". Many people ignore that the purpose of learning is to improve the ability to do things, to make work affirmed by superiors and subordinates, and to make life valuable.
Practice has proved that learning in work practice is more direct and effective. Because only by combining theory with practice can we truly integrate knowledge and turn it into our own nourishment. For example, we can gain new knowledge and experience in the process of trying to complete the task. Because when we accept the task, we actually get a learning platform. The process of conscientiously implementing the work is a process that needs constant efforts and enrichment. Therefore, as long as you do every job conscientiously and responsibly, your long-term working ability can be improved. However, many employees like to find some reasons for not doing well when dealing with the tasks assigned by the leaders, and they don't think about how to do it when accepting the tasks. If the leader doesn't give instructions, he will be at a loss. This kind of employee will only look forward with the horse's head, and has no opinion of his own at all. Naturally, it is more difficult to get promoted.
Therefore, if employees want to improve themselves, they must first change their ideas, learn with a knowledge-seeking attitude, and apply what they have learned to practical experience. I believe this is creating opportunities for themselves and building a platform for them to show themselves, so that they can continue to learn, make progress and finally succeed in their work.
How to do a good job in hotel management 2 In the increasingly competitive modern society, the hotel industry, as one of the pillar enterprises of the tertiary industry, is facing enormous challenges, and Shanghai, a rapidly developing international metropolis, is at the forefront of competition. 1998, another luxury hotel-Nanxinya Hotel opened. Through the preparation and management of the hotel, and the application of modern marketing concepts in practical work, the author has benefited a lot in two years of operation and management, and deeply realized its important role in modern hotel management.
The first is market positioning. The hotel is located in a prime location in the city center, but there are many famous hotels around it, such as Helen Hotel, International Hotel and Peace Hotel. To win the market among many competitors, market positioning plays a decisive role. To set a good position, it is necessary to carry out market segmentation. The main reason of hotel market segmentation is to effectively use all kinds of hotel marketing expenses and resources. After our market segmentation, we have a correct understanding of the market, so we have formulated a flexible and diverse price system suitable for Nanxinya hotels.
Secondly, it is to introduce competitive strategy and fixed-point beyond marketing concept. In the past, the traditional marketing concept was consumer-centered, ignoring the marketing strategies and behaviors of competitors. Today, the essence of marketing is not only to meet human needs and desires, but also the conflict between enterprises. Therefore, modern marketing should establish a marketing strategy that considers both customer needs and competitors. Under its guidance, we observed and analyzed competitors' so-called "know yourself and know yourself, and fight a hundred battles", and then formulated and implemented a series of winning marketing measures, and finally won. In order to compete for the market effectively, we adopt the latest concept of fixed-point transcendence. The so-called fixed-point transcendence concept is a brand-new strategic marketing method adopted by many well-known enterprises in order to effectively compete with competitors for the market. We compare ourselves with our competitors, regard the best among them as our development goal, and transplant its advanced experience into our daily management through investigation. I visited a number of five-star hotels in Shanghai, and through the study, I strengthened the details of working procedures, operating procedures and incentive sales. All departments, and carry out quality inspection and supervision. At the same time, I also inspected the hotels of the same level around me, and made use of my own advantages in catering. First, a large-scale seafood city was launched in Shanghai, and the "Three Million Catering Delivery" activity was held jointly by the whole group company, so that people from all walks of life could have an objective understanding of the hotel through catering promotion. In this way, the guest rooms are moved by the catering industry, forming a business situation of "two wings of Qi Fei" for guest rooms and catering. Preliminary practice has proved that the marketing concept of fixed-point transcendence plays an important role in modern hotel marketing.
Thirdly, customer satisfaction (CS) strategy and service marketing: CS (Customer Satisfaction Action) is a relatively new concept in marketing. It is a business strategy first put forward by Japanese enterprises, which means customer satisfaction strategy. Its purpose is to urge enterprises to explore effective management methods. Improve the management mode, take corresponding management measures according to the development trend of personalized demand, establish a good corporate image in customer satisfaction, enhance competitiveness, and make marketing successful. As far as hotels are concerned, in order to make service an effective marketing strategy, customers must be satisfied. Customer satisfaction not only increases the turnover, but also makes customers become potential commercial advertisers because of their good reputation, saving a lot of promotion expenses.
CS strategy is realized through service marketing. With the development of market economy, the competition between hotels will become increasingly fierce, and the needs of customers will become increasingly diversified, which will inevitably lead to the complexity of product structure and usage, and customers' "perceived risk" (doubts before buying) will continue to increase. The best way to eliminate customers' "perceived risk" and improve customer satisfaction is for hotels to provide customers with a series of services other than the physical form of products. Service marketing is not only a continuation of product concept, but also a means to realize CS strategy. Therefore, the content and form of service marketing should meet the requirements of CS strategy, which requires hotels to take corresponding measures in the pre-sale, in-sale and after-sale of products, as well as the input period, growth period, maturity period and decline period of product life cycle, and implement all-round and whole-process control with the quality of service marketing as the center. Specifically, the brand-new concept of service marketing quality usually has the following four aspects:
1. Win the hearts of customers. This is the basic point of the new concept of service quality, which requires customers to have no worries when consuming service products, mainly including no security concerns during implementation, no financial risks, and no worries and worries of customers during and after service.
2. pursue no defects. The so-called zero defect does not necessarily mean that the defect is absolutely zero. Instead, set the current goal with zero as the ultimate goal, and strive to achieve it, and further revise the goal in the process of achieving it. In this way, defect-free does not refer to technology, but a management concept. The improvement and guarantee of service quality is an eternal goal. Therefore, hotels should not waste time inferring what level they can achieve, and the goal of quality work is always 100% perfection.
3. Improve the quality of the trinity. This is the basic content of the new service concept. This concept is to confirm that strengthening service quality runs through the whole process of hotel marketing. In fact, many hotels don't realize that there are three kinds of service quality assurance: one is preventive, such as long-term demand information survey, competitor and customer evaluation. The second is monitoring, such as product quality inspection and service arrangement; The third is compensatory, such as redesigning products and hotel image. The traditional practice emphasizes compensatory service, while the new concept advocates that prevention, monitoring and compensatory service go hand in hand, thus forming a virtuous circle of service quality assurance system.
Service quality is the responsibility of all hotel employees. The new concept holds that service permeates the whole process of hotel production and operation, and it is necessary to make the hotel full of hotel culture that satisfies customers and realize standardized and large-scale service quality management.
As we are a new hotel and managed by Xinghualou Group, what we lack is experienced hotel professional management talents. Therefore, we have recruited a group of cadres with four-and five-star hotel management experience for the society, enriched our middle and high-level managers and strengthened management. In addition, we still lack our own network, which is why CS strategy is particularly important to us. In order to establish the reputation of the hotel in the society, we held the "Smile Service Month" activity; Issue "guest opinion questionnaire"; Play the role of assistant manager notebook in the lobby. In practice, we gradually have a new understanding of modern marketing, and the operating status of hotels is also rising steadily. Through continuous efforts, we put forward the creation of demand and innovative marketing.
The key to the marketing strategy of hotel enterprises lies not only in mastering non-product strategies such as pricing, distribution and promotion, but also in making it a giant and predicting the invisible needs of customers. Seek the long-term development of hotel enterprises through technology accumulation and creation. Of course, creating demand is not subjective, but on the basis of grasping the changing trend of consumer demand, the natural law and economic law are unified.
The realization of creating demand is mainly carried out through innovative marketing. The development of modern science and the improvement of consumption level. The change of hotel market environment and the intensification of competition have promoted the continuous derivation and combination of product marketing elements. Creative marketing has become the internal driving force for hotels to adapt to derivative combinations and seek survival and development. The so-called innovative marketing means that hotel enterprises adopt new creative activities that are superior to existing ones in quality in order to achieve the predetermined goals. Innovation mainly refers to product innovation, market innovation, technological innovation, service innovation and management innovation, involving the main aspects and processes of hotel production and management activities. The linkage effect of these five innovations has formed a huge overall potential energy, which is a powerful driving force for hotel enterprises to reduce and avoid risks and seek smooth development.
Due to the establishment of modern marketing consciousness and its application in practice, the business performance is booming, and it has found a market and gained a firm foothold in the competition. At the same time, we are constantly optimizing our market. Therefore, both modern hotels and enterprises must master modern marketing concepts from top to bottom, proceed from reality and guide practice through theory, so as to make hotel management scientific and modern and form their own characteristics.
How to do a good job in hotel management 3 Abstract: Under the background of current economic development, China's hotel industry management has developed rapidly and its brand has been continuously improved, but there are also some problems. This paper discusses the development trend of hotel industry in combination with the reality, and puts forward some countermeasures and suggestions for the development of hotel industry management in China.
Keywords: hotel management development trend and countermeasures
Analysis of Hotel Management in China
(A) the characteristics of the hotel industry development
1. The product functions are continuously improved. After years of development, hotels in China have been subdivided from general hotels into business hotels, tourist hotels, holiday hotels, conference hotels, budget hotels, theme hotels and general hotels, which constantly meet the diversified market requirements. At present, there are more than 100 hotel groups and nearly 1000 hotel chains in China. The joint reorganization of hotels has been continuously promoted, franchising has begun to rise, international hotel groups have moved from high-end markets to low-end markets, and the pace of internationalization of the domestic market has accelerated.
2. Personalized service is outstanding. Modern science and technology, represented by electronic information technology and chain operation, has accelerated its entry into the hotel industry in China, providing guests with brand-new global information expressway services, such as automatic adjustment of temperature and light by artificial intelligence, broadband Internet access in guest rooms, reception of satellite network signals by TV sets in guest rooms, and remote network reservation. , making the development of hotel industry more and more dependent on scientific and technological progress.
3. Economy hotels will become the main body of the market. In the accommodation industry, budget hotels have the greatest room for future development. Economy hotel conforms to the development trend of international hotel industry, the reality of China hotel market segment and the demand of domestic tourists, and is insensitive to major events and economic factors. China's accommodation industry will turn from a star-rated hotel to a new era of economic hotel development.
4. Green, environmental protection, energy saving, safety and health will become the new fashion of development. Green, environmental protection, energy saving, safety and health are the new direction of international hotel development and the new trend of hotel industry development in 2 1 century. Conforming to these trends, actively creating green hotels and pushing China's hotel industry into the "green leaf" era with the theme of "safety, health, environmental protection and energy saving" will be the inevitable choice for China's hotel industry to implement Scientific Outlook on Development, build a well-off society in an all-round way, improve people's quality of life and take the road of sustainable development.
(B) the main problems of hotel management in China
1. The overall layout and construction of the hotel are unbalanced. Unbalanced development: From the overall scale, this difference is basically consistent with the situation of reform and opening up, and is compatible with the development of local economy, especially local tourism economy. Coexistence and development of various systems: The hotel system in China is diverse, with state-owned hotels as the main body, supplemented by other management systems such as collective, individual, joint venture and cooperation. Great changes have taken place in the tourist source structure: now the distribution of hotel tourists is generally big hotels or downtown hotels, and permanent business guests account for 15%-20%. At present, the momentum of building apartments and office buildings in many cities is very strong, and a large number of permanent chambers of commerce move out of hotels, which will reduce the number of tourists in hotels to some extent. Judging from the macro-management of the hotel industry, it has been increasing year by year in recent years, and the hotel industry in China is in the stage of rapid growth and benefit-oriented growth.
2. Lack of brand strategy. The basic condition of hotel chain operation is a well-known brand. Many successful hotels in the world regard the promotion and expansion of brand competitiveness in the world market as their core business when formulating the overall development strategy of enterprises, while most hotel enterprises in China lack brand strategy, which may be related to the short development history of China's hotel industry.
3. Lack of hotel management talents. The reasons for the shortage of talents in hotel management enterprises can be attributed to three aspects: the backwardness of hotel management education, the limited teaching conditions and teachers' level, and the disconnection between theory and the times; In order to save costs, ordinary enterprises only recruit talents from other enterprises, which leads to the low overall quality of employees in the whole industry and serious brain drain, which greatly hinders the improvement of hotel management level; At present, the public's understanding of hotel management is not enough. In addition to hotel management professionals, many college graduates are reluctant to work in hotels, which limits the improvement of hotel management technology to some extent.
4. Lack of mature management mode. In China, although some hotel companies have rich management experience, they often have not formed a mature management model. Many enterprises learn from the experience of other enterprises or obtain management technology from hotel management companies without considering their own actual situation and development characteristics.
5. Decentralized management, backward management technology and concept. At present, most hotels in China are small in scale, with large regional differences and unbalanced development, which can not adapt to and keep up with the development trend of hotels in the world, and there is still a big gap with international successful hotels.
Development Trend of Hotel Industry in China
(a) group and brand
In the increasingly international hotel industry, collectivization has become an inevitable trend and trend of hotel management at home and abroad. China needs tourist hotel enterprise groups that can participate in international competition, otherwise, it will seriously hinder China's process of becoming a tourism power. Brand is the soul of Chinese and foreign hotels' operation and development, and it is also the key for domestic tourist hotel enterprises to realize sustainable development in the new century.
Ecological aspect
At present, the ecologicalization of hotel management at home and abroad is mainly reflected in the following aspects: paying attention to the construction of environmental ecology, including the site selection, service project design and functional ecological layout of tourist hotels; Strengthen the awareness of green ecology and environmental protection such as energy saving and consumption reduction; Waste disposal, transformation of disposable goods, etc.
Hotels should cultivate their own high-tech talents, provide high-quality services for their guests by using the fast Internet system, so that guests can make one step from reservation to check-out, and realize full-computer systematic management and service. The intelligence of the hotel should be reflected in the aspects of speed, convenience and information communication. Let the guests enjoy the excellent service of the hotel and feel the value-added enjoyment brought by the intelligent hotel.
(D) adhere to the people-oriented
The development of hotels cannot be separated from talents with professional knowledge. In the future, the concept of hotel development and management should be changed from "customer first, customer is God" to "customer first, employee first", and "there is no satisfied customer without satisfied employees", so that employees can have a sense of belonging in hotel work, ensure their welfare, instill the concept of hotel management and service, fully tap the potential of employees, and make greater contributions to the hotel while realizing their own life value.
Personalization of service
In this new era of rapid economic development, characteristic products must cooperate with personalized marketing services in order to gain a firm foothold and be competitive in the market competition. Hotel staff should provide targeted and personalized services for guests while standardizing services. Personalized service is to meet the needs of guests to the maximum extent on the basis of standardized service.
Countermeasures to improve the management level of hotel industry
Strengthen talent training and solve talent problems. Introduce competition mechanism, establish a scientific evaluation system, and realize the greatest discovery and encouragement of talents. The shortage of talents is the biggest obstacle to the development of budget hotels. Talent training system is an important aspect that budget hotels must pay attention to in the future. Another point is to further improve the salary, benefits and assessment system. In the past, the personnel management system was developed according to the characteristics of star hotels. Under the management framework of budget hotels, how to do a good job in personnel incentive and assessment management is a new problem faced by operators. With the rapid development of budget hotels, this problem will become increasingly prominent.
Overall macro-control. First of all, effective monitoring should be carried out in accordance with the development policy of "strengthening planning, controlling total amount, improving structure, rational layout and improving quality", so as to gradually realize the control goal of balanced development of hotel reception capacity and tourist market.
Scale management of hotel enterprises. The "group management" of hotel enterprises is the secret weapon for the success of multinational hotel groups. While the hotel is growing, it should attach importance to the cooperation between hotels and establish a competitive hotel enterprise group.
Pay attention to consumers' personalized and emotional needs. Modern hotel industry must design and sell hotel products closely related to people's spiritual needs according to consumers' psychological characteristics, lifestyles, attitudes and behavior patterns, so that hotel products and services can attract consumers' attention.
Hotel product development emphasizes customer participation and interaction. To realize the sustainable development of talents, the general policy is to introduce foreign talents and establish a correct training mechanism. The specific operation is: introducing foreign talents, establishing a perfect salary and welfare mechanism, especially improving the treatment of excellent store managers first, so that more outstanding talents at home and abroad, such as hotel management talents and outstanding college graduates, can understand the hotel and attract them to engage in hotel management. These talents can play a greater role in the hotel reform and development because of their high cultural quality, high academic qualifications, strong ability to accept new things and certain ability to summarize and innovate. Establish a correct training mechanism. Cooperate with famous hotel management colleges at home and abroad, introduce experienced managers and training mechanisms, establish specialized and unified training institutions, and conduct different trainings for employees at different levels, and gradually improve them to achieve the goal of unified progress.
Develop green hotel products. With the pursuit of green products by hotel consumers and the strengthening of environmental awareness, the product development of the hotel industry should consider the coordination with the social and humanistic environment, develop products that are conducive to the sustainable development of nature and society and the health of hotel consumers themselves, highlight the green cultural connotation of hotel products, and pursue a forever green hotel experience.
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