The business philosophy of hotel catering industry is to correctly handle the relationship between hotel management and external environment and guide the hotel catering industry to carry out various business activities.

the business philosophy of hotel catering industry mainly includes the following four aspects.

1. Service concept

1. Service concept of hotel catering managers.

the service concept of hotel catering managers refers to the desire and consciousness of managers to provide satisfactory services to the clients of hotels. Hotel catering industry serves not only employees inside the hotel, but also external customers, as well as investors and middlemen. Hotel managers must have the following service concepts:

1. The concept of serving investors;

2. the concept of serving customers;

3. the concept of serving employees.

2. Service concept of hotel catering service personnel.

The service concepts of hotel catering service personnel are mainly as follows:

1. The concept of "customer first";

2. Personalized service concept;

3. the concept of customer service interaction;

4. Customer values.

One day, a table of guests was drinking and talking. The first hot dish tasted a little salty, and the guests didn't say anything. The second course was still a little salty, so the guest asked the waiter if it could be a little lighter. The waiter agreed, but did not immediately inform the kitchen. After the third course was served, the food was still salty, and the guest was very unhappy. He asked the waiter why the food was still so salty and made a complaint.

Due to different tastes, people have different requirements for the salty taste of dishes, and at the same time, due to the chef's operation problems, the salty taste of dishes may be different. No matter what kind of reasons, as long as the guests put forward, restaurants and kitchens should be adjusted immediately according to the taste requirements of the guests.

second, people-oriented concept

the people-oriented concept in hotel catering business is mainly reflected in the following aspects.

1. The concept of artificial operation.

all activities of the hotel catering industry are for people, and the hotel catering industry exists and produces for people's needs. Hotel catering industry is composed of people as the main body, relying on people for production and business activities, but also for the needs of people for production.

2. People-oriented management thought.

the essence of hotel catering business is the management and operation of people. In the service production and sales of hotel catering industry, people (hotel employees) are the only production factors that can be combined with capital and all production tools; In the service operation of the hotel, people (customers) are the service objects of the hotel, and the service products of the hotel catering industry are set and produced according to their needs. From the perspective of service interaction, they are also production factors. Therefore, in hotel operation, people's management and operation should be put in the first place, people involved in service operation should be communicated, coordinated and managed, people's physiological and psychological needs and the law of their occurrence and development should be respected, the legitimate material and cultural needs of customers and hotel employees should be met as much as possible, and the initiative and enthusiasm of hotel employees should be mobilized and stimulated to provide high-quality service products for hotel catering consumers, so as to achieve the management purpose of hotel catering industry.

3. the concept of human capital.

manpower is the most important resource and wealth of hotel catering industry. The main driving force and decisive factor of economic growth in modern society is human capital. Knowledge-based methods and means such as education, training and technology promotion are the key to the formation of human capital in hotel catering industry, and the level of human capital is measured by the degree of education. Hotel catering industry must implement the talent strategy including talent discovery, selection, training, attracting and retaining, and give full play to the role of talents in order to achieve the management purpose of improving service quality.

4. the whole staff thought.

the realization of hotel catering business objectives must rely on the efforts of all hotel staff. The idea of all staff emphasizes giving full play to the enthusiasm and creativity of all staff, and promoting the improvement of hotel service efficiency through the enthusiasm of employees to achieve quality assurance. All-staff thought is the embodiment of humanistic management thought.

employees who lack enthusiasm will be absent from work for no reason, jump ship, and what's worse, the service quality of the hotel will be low. Darrell Harry Leonardo, the chief executive officer of Hyatt Regency Hotels Group, thinks that the responsibility of motivating employees lies mainly with managers: < P > "If I have learned anything in my service career in the past 27 years, it is that 99% of employees are willing to do their jobs well. How they behave is only a reflection of their employers' behavior. When employees are dissatisfied with their work, the phenomenon of intentional absenteeism will increase, productivity will decrease, work quality will deteriorate, and the turnover rate will increase. " Harry Leonardo believes that as a hotel manager, we should explore the incentive theory and strive to build a high-performance work team.

5. Hotel catering culture and values.

the basic means to realize the humanistic management concept is to cultivate hotel culture. Hotel culture emphasizes the common beliefs, values, goals and ideals, hotel style and hotel image of hotel employees. Hotel culture considers people as the first factor, trying to change people's ideas through different methods, mobilize people's enthusiasm, and realize the concept change from economic person to social person to cultural person.

III. Competitive Concept

Under the background of increasingly globalization, internationalization and integration of economic development, the interdependence between countries and regions is deepening, and the dependence of hotel catering industry on suppliers, customers and competitors in the market is also increasing. The traditional pattern of isolated operation of hotel catering industry has been broken, and the hotel catering industry can no longer obtain strong competitiveness by single operation and service. The interaction and influence between hotels, hotels and customers, hotels and suppliers, hotels and other related groups are increasingly close, and they have entered an era of competition and cooperation from isolated production to cooperative management, from product type to relational type, and from independent development to interactive cooperation.

the competition between hotels and restaurants is the embodiment of the essential characteristics of market economy and an inevitable market behavior. Hotel catering industry is in an open market environment composed of competitors, customers and suppliers, and must rely on their respective advantages to make profits and survive and develop. In order to compete for market share, hotels will have conflicts with competitors: in order to get more profits, hotels will have conflicts with customers; in order to reduce the cost of products, hotels will have disputes with suppliers. What's more, due to the influence of information asymmetry and opportunistic behavior, moral hazard and self-interest behavior between hotels often lead one party to gain short-term benefits at the expense of others. The final result of the price competition for market share is the "lose-lose" of the hotel. Therefore, the concept of competition pays attention to the win-win effect of market competition and attaches importance to the cooperative partnership in competition. The win-win and cooperation emphasized by the competition concept are embodied in the following aspects.

1. Two-way reciprocity of service subject and object.

The competitive concept of hotel catering industry holds that the service transaction between hotels and customers should be a two-way and reciprocal process, and both parties can get some benefits from it-the hotel gets profits and reputation, and the customers get satisfaction, benefits and value. Therefore, in the operation of hotel catering industry, hotels must consider how to bring good psychological feelings and experiences to customers in the operation, and create profits and reputation of the hotel while making customers get satisfaction, benefits and value of hotel consumption. In the transaction of hotel service products, customers use feeling and emotional leverage as a measure to measure the price, value and attractiveness of hotel service products. Therefore, the hotel catering industry should not only pay attention to the price and value of the service products it provides, but also pay attention to the spiritual needs and psychological feelings of customers and give them a sense of satisfaction in consumption. In this way, the hotel catering industry and customers can realize their respective needs and interests and obtain mutual benefit.

one day, several guests went to a western restaurant for dinner. After taking a seat, the guest told the waiter that it was the first time to eat western food. Could you help me introduce it?

Jason Chung, a waiter in the restaurant, warmly introduced the guests from the first dish, soup, salad, main dish to dessert, and recommended some foods suitable for the people in China, so that the guests could not only taste authentic western food, but also avoid the waste caused by ordering too much. At the same time, Jason Chung also took the initiative to introduce the etiquette and common sense of eating western food to the guests. After the meal, the guests were very grateful and said to Jason Chung, we not only had delicious western food today, but also learned about western dining etiquette, which was very rewarding. Your service was very good, and we will come here for dinner next time.

2. The benign cooperation of competitors.

The competitive concept of hotel catering industry advocates that hotels must know how to properly combine their core competence and technical expertise with other favorable competitive resources to make up for their own shortcomings and limitations and gain greater competitive advantages. Hotel catering industry should establish a benign cooperative relationship with competitors, customers, suppliers, etc., in order to achieve a win-win effect of mutual benefit.

The cooperation between hotel catering industry and competitors is a mutually beneficial process, and the competitiveness of both sides can be strengthened. All partners can make full use of the advantages of complementary resources, jointly develop new products, and jointly organize and carry out service projects and activities; Transfer market information to each other, exchange information on customers and business, and jointly resist unfair competition by formulating mutually restrictive terms and contracts that * * * will abide by.

3. Supplier partnership and reverse support.

the operation of hotel catering industry is not only related to consumers and competitors, but also restricted by suppliers to some extent. As the upstream side of the hotel product chain, suppliers not only provide products to hotels, but also affect the production, sales and provision of hotel service products. As a hotel partner, the supplier's supply price, supply capacity and supply quality directly affect the price, service speed, service efficiency and service quality of hotel service products. Therefore, the hotel catering industry should form the same interests and partnership with suppliers, and provide reverse support and services to suppliers.

iv. innovative ideas

the management innovation of hotel catering industry refers to the process of constantly improving, improving and innovating the production system of hotel service products under the guidance of market demand and hotel management objectives. The needs of hotel customers are constantly changing, and scientific innovation also promotes the emergence of new products and new demands, as well as the changes in the production and demand forms of new products. The sustainable development of hotel catering industry must be innovated according to the demand of consumer market. Therefore, the innovative concept of hotel catering business emphasizes that the organization form and production action system of hotel service must be constantly innovated according to the hotel development strategy, business objectives and action practice to ensure the sustainable development of the hotel.

in terms of innovation, the innovation of hotel catering industry includes not only overall and systematic innovation, but also individual and local innovation in service production and management. From the content level of innovation, hotel catering industry innovation can be divided into concept innovation, technology innovation, product innovation, market innovation and service management innovation. Among them, conceptual innovation is the forerunner of all innovations, technological innovation is the driving force and support of other innovations, product innovation is the ultimate goal of hotel innovation, and product innovation needs market innovation to provide a stage for realizing value, and service management innovation is the foundation of innovation system. Only through management innovation can hotels operating under the market economy system make all innovations in an organic dynamic and coordinated development state.