A hotel manager should have the following three management skills:
① Technical skills. As far as the hotel is concerned, it is indispensable to have the professional technology and skills needed for this hotel and this position and to achieve effective cooperation in modern enterprises. Not only industrial enterprises need technical skills, but also other industries need technical skills, which is also very important for hotels.
② conceptual skills. That is, the ability to form ideas, which means that a manager can think abstractly and has the ability to form ideas; Have a certain level of management theory, be able to apply management ideas and solve practical problems; But also has the ability of analysis, judgment and decision-making.
③ humanistic skills. The ability to deal with interpersonal relationships. It refers to the ability to cooperate with people, including contacting the same level internally, understanding the activities of subordinates, inspiring and inducing the enthusiasm of subordinates, and contacting and coordinating with relevant organizations and personnel externally.
to achieve the above level, hotel managers should first have sufficient professional knowledge. For example, hotel management and strategy, hotel brand management and marketing innovation, financing and capital operation, evaluation criteria of green hotels, business knowledge such as collectivization and chain operation, government regulations, management knowledge, etc. Secondly, professional attitude, such as positive and enthusiastic working attitude, being responsible for obeying the law, being able to cooperate with others and being willing to cultivate subordinates, etc. Then there are skilled work skills, including thinking ability, organizational ability, performance management ability and professional style.
Therefore, hotel managers should master the following management skills:
1. Planning skills
Among the basic functions of management, the first function is planning, and its importance runs through the whole process of management. Therefore, the first task as a hotel manager is to make a clear and effective work plan. Whether it is long-term strategic planning, annual marketing planning, personnel recruitment plan, annual budget, etc., it needs to be applied to the planning ability. When making a plan, we should distinguish between non-routine project management plans with specific goals, routine management plans for routine work and disposal plans for dealing with problems. In addition, we should be able to distinguish the difference between goals and objectives and formulate reasonable goals, instead of just using past figures as the basis.
second, decision-making skills
as far as hotel managers are concerned, making correct decisions is one of the important abilities. There are many variables in the process of planning and implementation, and decisions must be made constantly. The wrong decision will bring the consequences of failure, and the correct decision will lay the foundation for success. For example, should talents be trained from inside or hired from outside? How is the budget allocated? Decision-making is needed everywhere. There are time and resource constraints, the possibility of insufficient information or mistakes, the burden of human feelings and so on. Decision-making skills include presupposition, inference ability, information collection, analysis and induction ability, logical judgment, game theory, psychological quality in the face of pressure, how to avoid mental models and wrong systematic thinking, etc. Hotel managers should stand at a certain height, make overall plans and make decisions.
third, executive management skills
in order to present effective results, hotel managers need not only careful planning and good decision-making, but also the ability to execute. How to effectively manage quality, cost and service level depends on the high skills of hotel managers, too much control, timid everywhere and low efficiency; Inadequate control, prone to loopholes, increase costs, quality is not guaranteed. The test of control ability mainly includes several aspects: distinguish between the things that should be controlled and the things that should not be controlled, and advance the post-event disposal to pre-event management and in-event management (for example, the quality problem may come from the supplier's ability, and the process control may not be effective, but it needs source management or procurement management). In management, the willingness and ability to promote the independent management of subordinates has gradually evolved from external control to self-management, which is also what we often say: "The ultimate goal of management is to ignore it."
Fourth, problem-solving skills
"The greater the ability, the greater the responsibility." Solving problems is an important task for managers and the best way to test a person's ability. As far as hotel managers are concerned, perhaps the problems such as poor service quality, insufficient manpower, large turnover of personnel and outdated equipment need to be solved. To solve the problems, it is necessary to define the problems, collect data, analyze the problems, find out the root causes of the problems, and use creative ability to solve the problems.
5. Communication and expression skills
It is said that intelligence, professional skills and experience only account for 25% of success factors, and the remaining 75% depends on good interpersonal communication. Hotel managers spend more than half of their time in communication, and most of the work obstacles are also generated in communication; Management communication is both interpersonal communication and team communication. Effective communication focuses on listening and feedback. Communication needs to be proactive, adhere to principles, respect others and be open, so as to pursue a "win-win" result. The organization that is good at communication, the speed of progress and the efficiency are relatively fast.
VI. Incentive assessment skills
People will only do things that are rewarded. Hotel managers should master and formulate a reasonable incentive system, and managers should motivate their subordinates in a timely and timely manner. Motivation is skillful and should be timely, concrete and sincere; When criticism is needed, we should pay attention to improving the way of criticism; There are different ways to motivate different employees. A reasonable performance appraisal should set performance standards by superiors, and be confirmed by both parties in advance. Effective performance interview is essential, including listening to subordinates' self-evaluation, discussing subordinates' objections and working out performance improvement plans, so as to get employees' active support and provide basis for personnel decision-making and performance development. Employees expect their efforts to be encouraged and rewarded, and the morale of enterprises and employees is also greatly affected by the fairness of assessment. If we want to establish sustainable performance, we need fair and reasonable assessment methods and incentive mechanisms to make people willing to work hard for the future.
VII. Team-building skills
Hotel managers must have good team-building skills if they want to make staff in various departments and positions more efficient and get along well. Putting 511 potatoes in a sack is just a sack of potatoes. A good team must have the following characteristics: clear goals, values and codes of conduct, sharing resources, good communication, strong sense of belonging among members and effective authorization. Respect for role differences, unity and cooperation, mutual assistance, can play the greatest benefit. A team is different from a group. A group may just be a mob and do not have a high combat capability. Only with three elements can it be called a team. First, the goal should be concentrated. Second, the relationship between members should be harmonious and mutually supportive. Third, the working methods should be consistent and flexible. Organizations often need to use team skills. Team building skills mainly include the ability to establish the same vision and goals, the ability to reconcile differences among members, the ability to formulate the same norms, the integration of new employees, the introduction of teams from experience to find the right direction, and the promotion of health conflicts.
Eight, successful leadership skills
The so-called leadership does not mean that you can use your power to impose your wishes on others at will; Only when you have influence and let others follow you wholeheartedly is the real leader. Hotel managers should learn to divide their work into four types: must authorize, should authorize, can authorize and should not authorize; Follow the four principles of authorization, such as equal rights and responsibilities, authorization without responsibility, step by step and establishment of agreement. This not only ensures that subordinates can share the work, but also ensures that subordinates do not abuse their power. How to make all kinds of people in the hotel work together effectively, how to make subordinates obey from the surface to the sincere dedication, how to revive the morale of employees with low morale, how to make successful people not be complacent and stagnant, how to make careless people not cause great disasters, and how to make people with different interests support each other all depend on the leadership skills of hotel managers. Leadership skills mainly include distinguishing the characteristics and current situation of subordinates, choosing appropriate leadership style, emotional cognition, control and adjustment, firm belief and willpower.
IX. Cultivating Subordinate Skills
Qualified hotel managers should accurately understand the level and needs of subordinates, help them learn and solve specific problems, stimulate their commitment, determine the key points of behavior change, formulate action plans, and apply them to actions, evaluation and recognition. If a hotel wants to develop, it needs to recruit talents. However, talents are not born, and schools can only teach them in a limited way. Therefore, whether it can effectively cultivate subordinates becomes an important key ability. In addition, with the rapid flow of information today, subordinates will learn in the near future if you don't teach them, but you will lose your professional leadership ability, which will make the deployment lack of respect and conviction for you.
X. Financial management skills
Income is the foundation of the hotel, benefit is the core of the hotel and profit is the soul of the hotel. In today's fiercely competitive market environment, in the atmosphere of competition among tourists, prices, characteristics, talents and marketing. Only benefit competition, good or bad benefit, good or bad benefit and high or low benefit is the last word to test the performance of hotel managers, and it is also one of the important core indicators to assess hotel managers. Hotel managers should seek benefits and profits from management, and strive for greater profit space. As a hotel manager, you should be able to control the hotel cost and understand the changes of the hotel daily cost. Make sure that you know what you are doing and the financial data are clear. At the same time, let the department managers and employees know how much expenses and costs are needed for the normal operation of the hotel every day, so as to ensure the normal operation and establish the awareness of cost control and saving for all staff.
Hotel is a special kind of enterprise, with its specific business content and specific movement rules. On the basis of mastering the above management skills, hotel managers should keep pace with the times and keep innovating, so as to create a better tomorrow with employees.