Development
There are already 17 international hotel management around the world, the group invested in Shanghai or management of high-star hotels, the hotel industry is constantly expanding, the demand for talent is also increasing, every year we need thousands of international hotel management personnel, senior hotel management personnel have also become a popular high-paying class in the domestic job market. Domestic hotel employees, with a high salary class. Hotel management, personnel in China's top ten million annual salary occupation ranked sixth. Hotel and tourism will become the pillar of Shanghai's service industry.
Professional Prospects
⒈ With the continuous recovery and rapid development of the global economy, the hotel industry in the global and China's regional development speed and employment rate will far exceed the traditional type of industry.
Peake a lot of famous universities around the world have opened the hotel management program, in these famous universities in tourism and hotel management curriculum are provided for a period of six months to a year of paid internships and theoretical courses and practical operation of a combination of activities, the employment rate of its graduates is much higher than that of other professional students.
3 the hotel industry, its salary and social welfare income is much higher than other traditional industries, and with the increase in work experience will steadily rise in the status of their work.
Sunglasses will be sung for the 2010 Shanghai World Expo, which will boost the hotel industry in China.
Be careful, the tourism industry is the most vibrant industry in China, as the government and the society are investing more and more in the industry, and it will be the most dynamic industry in China.
Professional philosophy
1 ⒈ integration thinking: in the service of integration of marketing, public speaking, negotiation, potential stimulation, innovation and other international advanced technology and concepts.
Peak simple thinking: the mode of operation is simple and direct
3Offective thinking: effective is the hard truth.
S⒋ speed thinking: fast, accurate
Careful personalized thinking: constant innovation
Choice of Taiji thinking: the middle way
I. Cultivation Goals and Requirements
This specialty cultivates the Party's basic line of adherence to the front line of production, construction, management, service, moral, intellectual, physical and aesthetic development of secondary vocational applied technology Specialists. Students are required to master the basic theories of economic management, hotel, catering and tourism basic knowledge, with the basic hotel management and service capabilities. After graduation, students mainly go to the hotels, hotels, hotels engaged in hotel management and catering, room service work.
This major focuses on the cultivation of students' comprehensive quality, mainly learning the basic knowledge of economic management, basic hotel theory. This major highlights the skills training, students in the study period, will accept the hotel, hotel catering, room top internship training and other aspects of skills training.
Major Courses
Introduction to Hotel Management, Modern Hotel Management, Hotel Psychology, Introduction to Tourism, Front Office Room Service and Management, Catering Service and Management, Food and Beverage, Hotel English, Modern Hotel Marketing, Hotel Financial Management, Conference Service and Management, Recreation Service and Management.
Main Courses:
University English, English for Tourism, Japanese for Tourism, Psychology of Tourism, Chinese and Foreign Etiquette, Tourism Laws and Regulations, Hotel Accounting, Catering Operation and Management, Front Office Operation and Management, Housekeeping Service and Management, Physique and Form, Tourist Guide Business, Travel Agency Management, Modern Hotel Management, Marketing, Computer Culture and Application.
Cultivation Objective:
To cultivate first-line managers and technical backbones who have a comprehensive mastery of hotel operation and management, are familiar with the business of travel agencies, and are able to comprehensively apply the knowledge gained to analyze and solve the practical problems in operation and management.
All kinds of certificates:
Intermediate certificate of restaurant waiter, intermediate qualification certificate of room attendant, Putonghua tour guide certificate, computer grade two certificate, English grade three and four certificate, Putonghua grade two certificate.
Employment Direction:
For star hotels, mobile companies, real estate companies, property management companies and other related enterprises.
Mastering Skills
1, with integrity, perseverance character and dedication, responsible professional ethics and teamwork spirit;
2, with good basic knowledge of the profession and the ability to self-study, enterprising and innovative consciousness;
3, mastering the concept of modern service, understanding the development trend of modern service industry;
4, familiar with the hotel front office, guest rooms, catering, recreation and other departments
4. Familiar with the business knowledge of hotel front office, guest room, catering, recreation and other departments;
5. Familiar with the guidelines, policies and regulations on the development of China's hospitality industry;
6. Possesses the ability to manage and provide basic services for the hotel's front office, guest room, catering, recreation and exhibitions;
7. Possesses strong skills in computer operation, written expression, interpersonal communication as well as a certain degree of vocational expression of foreign language skills.
Employment Direction
Students can be engaged in the following jobs after graduation: all kinds of hotels, restaurants, hotels, door welcome, reception staff and room service staff; all kinds of tourism companies, tourism management staff; all kinds of hotels, restaurants, hotels, floor management, lobby management, consulting, exhibitions, etc.; all kinds of hotels, hotels, hotels, hotels, business departments engaged in business negotiations, external Contact service work; all kinds of hotels, restaurants, hotels, business sector engaged in market research, intelligence, information services and other work.
Hotel management levels are generally presented in the form of a pyramid, from the bottom to the top of the tower, from wide to narrow. The magnitude of management is the more to the upper level, the greater the difficulty of management, the smaller the magnitude of management. Domestic more common hotel management is a straight-line functional management, in the management system, any level of leadership, management personnel, attendants should be clear about their own business scope, job responsibilities and I should have the skills and knowledge of the work.
The hotel is generally divided into four levels:
(1) waiter operation level
The hotel to provide guests with high-quality service, must be reflected through the service of the waiter. Therefore, the quality of the waiter, personal image, etiquette, manners, language communication skills, resilience, service skills and service techniques, etc., is an important condition for the hotel to improve service quality. In short, the service personnel should be based on the provisions of the job responsibility system, clear their scope of responsibility, service procedures, service quality standards and should have the service skills and theoretical knowledge, responsible to the supervisor.
(2) Supervisory level
The supervisor (foreman) is mainly responsible for arranging the daily work, supervising the service work of the waiters of the team, and checking at any time whether their service is in line with the service quality standards of the hotel. As a supervisor (foreman), he is also responsible for assisting the waiters in their work or acting as a substitute for them. Especially in the service peak time, or service staff shortage, the foreman to personally participate in the service work, so the foreman must have a high level of service skills and service techniques, is the class waiter's role model, is the organizer and conductor of the service scene. Otherwise he does not have the authority to lead the waiters in his class. The supervisor is responsible to the department manager and the foreman is responsible to the supervisor.
(3) Departmental Operating Management
The departmental manager is primarily responsible for the division of work, leadership, command and supervision of the personnel in his department. At the same time, but also responsible for the development of the department's work plan, report to the next level of the department's work, determine the department's business policy and service standards, in order to maximize economic efficiency. As a department manager should not only have the ability to organize and manage, management ability, training ability, familiar with the department's service standards, service procedures, but also have practical work experience and have certain service skills. The department manager is responsible to the general manager.
(4) general manager decision-making
The general manager of the hotel is mainly responsible for the development of business policy, to determine and find the hotel's source market and development goals, the principles of hotel management: the hotel is a social service industry, to complete the work of customer service, the need for close cooperation of various departments, by various positions **** with to complete. This requires a unified management principles to maintain the operation of the hotel.
①The principle of being responsible to the direct supervisor
Each employee has only one supervisor, and is only responsible to his or her direct supervisor. The direct supervisor to direct the arrangement, check and supervise the work of subordinates, the formation of a vertical leadership of the first level of management. Each employee receives instructions from only one supervisor, the subordinate does not exceed his or her level, the superior does not exceed his or her authority, and each employee is responsible for his or her own duties and responsibilities.
②The second line for the first line of the principle of departmental services
The first line of the department is at the forefront of the guest, they regarded the needs of the guests as their own responsibility, the guest's needs is the command. In order to ensure the smooth flow of the service mechanism to the guests, the second line of departments to establish a sense of the overall situation, the sense of service, to ensure the smooth progress of the work of the first line of departments.
3 the principle of authorization
In order to improve management efficiency, mobilize the enthusiasm of subordinates, supervisors should not be big and small things in their own hands, to learn to authorize. To authorize those who have a sense of responsibility, strong work ability of subordinates, to believe in their ability.
4 time management principles
The hotel's work characteristics determine any service activities are time requirements. First, there is a time standard for customer service, and second, the internal operation of the hotel should also have time regulations. This requires managers to firmly establish the concept of time is money.
⑤Principle of communication and coordination
Communication and coordination in the hotel is very important, emphasizing the need to strengthen the upper and lower levels, interdepartmental, intra-departmental effective communication, active communication, to ensure smooth communication.
6 target principle
The target is a requirement for each manager to comply with, and each manager should complete the established target seriously. The goal is a pursuit, but also a kind of pressure
Elements
One purpose: the customer is God.
Two attitudes: heart, smile.
Four diligence: eyes, mouth, feet, hands.
Three cleansing: work clothes clean, personal clean, environmental clean.
Five to, five the same: guests to, smile to, enthusiasm to, salutation to, service to; outside guests and inside guests the same, raw guests and familiar guests the same, check and do not check the same, leadership presence and absence of the same, guest attitude different services the same.
Specification: service should be standardized, instrumentation should be standardized, language should be standardized, guidance should be standardized, hospitality should be standardized, skills should be standardized.
Emotional management
1 ⒈ the main features of the hotel product and emotional management
First, the hotel service contains human emotional factors. Because many of the hotel's services are directly in front of the guests, the hotel requires employees to always maintain a smile when serving guests, enthusiasm, courteous attitude, which requires the hotel staff, especially the grass-roots staff with extensive contact with customers to pay for labor and knowledge in addition to pay for emotional labor, so that customers really feel at home.
Second, the hotel service product production and consumption at the same time. Waiter production service products at the same time is also the customer consumption at the same time. Employee's emotional performance for the customer's perception and satisfaction has an important impact, employees should show positive emotions in the work.
1 ⒈ 2 hotel grass-roots staff work characteristics and emotional management
First, the complexity is not high. Hotel grass-roots employees work a lot of simple manual labor, and in the hotel business off-season, the hotel has departments such as the Department of General Arrangements for employees to do the planning of health and other repetitive monotonous work.
Second, the hotel grass-roots staff work requires employees to have good patience. Such as in the catering service, it is inevitable to encounter very picky customers, when the picky customers again and again dissatisfied with the dishes provided by the waiter to blame, the waiter must also maintain a mild and courteous attitude. This requires that the employee's ability to suppress emotions is relatively strong.
Third, labor intensity. For example, in the catering department, the guest room department and other departments of the waiter's work intensity is greater. The general hotel requires the rooms department staff to clean fourteen rooms a day, especially in the hotel business season, the hotel occupancy rate is high, business is busy, this time the rooms department staff in the overloaded work state, they are in the labor intensity of cleaning the rooms in addition to the task of the rooms, the rooms department staff must also provide other services for the customer.
Fourth, synergy. Hotel staff to provide services to guests, the need for good communication and collaboration within and between departments. Such as the need to eat in the room customers require room service staff for their contact with the catering department to send food, the room staff need to communicate with the catering department staff, *** with the completion of the guests of this demand for the task. To provide fast and high-quality service, the hotel staff must work *** with the collaboration, which requires the hotel to form a good working atmosphere and cordial interpersonal relations. Research has shown that positive emotions easily enable individuals to establish positive interpersonal relationships with others.
Training Objectives
Travel Management is oriented to the modern tourism industry, according to the development of the situation in the tourism industry to cultivate embracing the party line, adapt to the needs of the production, management, service front of the overall development of morality, intellectuality, physical fitness, aesthetics, and other aspects of the application of higher education and technical specialists. Students should have the necessary basic theoretical knowledge and professional knowledge, focusing on mastering the basic ability and basic skills to engage in tour guides, travel agencies, tourist attractions and scenic spots, tourist shopping stores and other areas of practical work, with good professional ethics and professionalism. Master modern tourism business management theory and method, able to competent tourism enterprises and other related industries management, teaching and research work of senior specialists and entrepreneurial talents.
Employment Direction
Graduates can be engaged in tourism administration, industry associations, travel agencies, hotels, baths, spas, catering and other integrated hotels, tourism transportation enterprises, scenic spots, convention and exhibition centers and other units in the industry management, scientific research and teaching, tour guides, human resources training and other work.