1. Hotel culture enhances competitiveness. Hotel products are different from other products. Hotel products are mainly rooms, restaurants and entertainment. What is important is that they must be embodied by services, which are intangible, comprehensive, synchronous in production and consumption, non-storable, subjective in quality evaluation and word-of-mouth marketing. It requires standardization and standardization of services, and pursues personalization and diversification. Service quality consists of service attitude, service skills and service efficiency, and the key service attitude is determined by employees' recognition of hotel culture and feelings for the hotel. When guests choose a hotel, they actually choose the culture they like and trust. Unique hotel culture can improve the hotel's popularity and brand effect, which other hotels can't imitate and surpass, and can form inestimable competitiveness. Hilton, Marriott and other well-known hotel brands have their own unique corporate culture.
2. Hotel culture improves guest satisfaction. Modern hotel culture has established the concept of taking guests as the center of attention. While providing tangible and intangible services to meet guests' needs, the hotel attaches importance to guests' opinions and suggestions, and provides personalized, subtle and intimate services, so that guests can find enjoyment, happiness, respect and understanding when staying in the hotel, which improves their satisfaction.
3. Hotel culture enhances team cohesion. Hotel industry is an industry with high turnover rate, and the lack of service-oriented talents is a problem that puzzles the development of hotels. Only excellent hotel culture can unify employees' thoughts and behaviors, let employees find a sense of belonging and responsibility, restrain employees' code of conduct and ethics, move towards the goal of * * *, and play the role of cultural preservation.
Second, the connotation of hotel culture
1. Material culture. Material culture is what hotels usually call hardware. Hotel material culture is usually expressed and carried by the hotel's architectural environment, interior decoration, facilities and equipment, staff clothing, room products, catering products, advertisements, etc. Material culture is the material basis of hotel culture.
2. Behavior culture. Refers to the activity culture produced by hotel employees in the process of service and operation. Including business management, business activities, etiquette, etiquette, entertainment activities, education and training. , determine the norms and standards of service quality.
3. Institutional culture. Institutional culture is the institutional norms such as leadership system, organization, business model and management system that employees recognize and consciously abide by. Being able to restrain the code of conduct of hotels and employees is the pillar and bridge of corporate culture.
4. Concept culture. Concept culture is the cultural concept and spiritual achievement formed in the long-term operation of hotels, the core part of hotel culture, the sum of hotel ideology and the crystallization and sublimation of other cultures.
Third, the core values and cultural connotations of hotel culture
Hotel culture reflects the actual and future development of the hotel, which must be refined and improved repeatedly, and can follow the values recognized by employees, and should not be copied. Hotel culture should realize the unity of the interests of hotels, guests and employees, the unity of immediate interests and long-term interests, and the unity of local interests and overall interests. Summing up more than ten years' working experience in hotels, I think hotels should establish the humanistic concept of people-oriented and caring for guests, the win-win values of hotels and guests, and the core values of gratitude, tolerance and hard work.
The terminology of hotel culture reflects the values of hotel culture and plays a propaganda role in hotel culture. I use the cultural terms of hotel management, operation and service to summarize as follows:
1. Cultural terms in hotel management. Management idea: manage hotels by system, manage employees by culture and manage guests by service. Management principles: details, details or details, inspection, inspection or inspection. Management requirements: satisfactory service for guests, satisfactory management for hotels, and satisfactory welfare for employees.
2. Cultural terminology of hotel management. Business philosophy: meet customer needs, create hotel benefits and realize employee value. Business philosophy: strive for the market with service, strive for the brand with market and create benefits with brand. Business policy: standardize management, standardize service and operate profitably.
3. Cultural terms of hotel service. Service concept: personalization, subtlety and affection. Service tenet: Sincere service and hard work. Service principle: warm, meticulous, efficient and safe.
Fourthly, how to promote hotel culture?
1. Hotel leadership practice. Hotel leaders are the founders, initiators and promoters of corporate culture, and hotel culture is mainly manifested through the behavior influence of entrepreneurs and managers. "Upright and uprightness, without orders", leaders should play an exemplary role, and corporate culture can be inherited and developed. In the process of hotel management, operation and service, hotel culture permeates through slogans, cases, manuals, briefings, cultural activities, speeches, typical cases and other carriers, which need to be continuously explored, popularized and expanded by special departments.
2. Good training system and internal promotion mechanism. Employees' understanding of corporate culture has a process from unconscious to conscious, and from unaccustomed to accustomed. Publicity and training are important ways to convey hotel culture. Hilton Hotel Group in the United States and Jinjiang Hotel Group in Shanghai have their own training schools, and corporate culture training is the main content. Hotels should establish internal promotion mechanism and incentive mechanism, which are linked to the promotion and reward of excellent employees and teams.
3. Strict rules and regulations and quality inspection network. Only by standardizing and restricting the hotel culture such as store regulations, service standards and operating procedures can we ensure the implementation and implementation. Employees won't do what you ask, they will only do your inspection. Culture is right and the system is in place, but without implementation and supervision, it cannot be solidified into habits and traditions. Only by forming a quality inspection network can the system be implemented and the cultural atmosphere be formed.
4. Set an example and set an example. Any industry has an example, and the hotel industry does not need employees to have outstanding performance, but the employees who are dedicated, loyal to the hotel, sincerely serve and work hard are the real promoters of hotel culture. Those employees who treat their guests as family members in ordinary posts and make them satisfied, moved and surprised with sincere service explain the true meaning of hotel culture and are examples for the majority of employees to learn.
5. Rich amateur cultural life of employees. "Without satisfied employees, there will be no satisfied customers", and the satisfaction of employees is directly proportional to the satisfaction of guests. Hotels should care about the lives of employees, provide convenience for employees everywhere, and solve their worries. Delicious staff meals, warm staff bathrooms, comfortable staff dormitories and passionate entertainment activities are all indispensable parts of hotel culture.
In a word, corporate culture is the magic weapon for enterprises to win and the secret of their survival and development. We should accurately locate the corporate culture of the hotel, effectively promote and deepen it, and embody it in the operation, management and service, so as to make the hotel culture last forever.