Hotel employees are a group that is difficult to manage, so many managers will want to know how to manage management skills. Here is what I shared for you. Let's have a look!

hotel staff management skills

institutionalized management. The management and institutionalization of hotel staff are still indispensable. China has existed since ancient times? No rules, no Fiona Fang? Say, "management", it is necessary to have these? Composition? Make a premise. The cultural quality of hotel employees is often not high, so a systematic and advanced management system may not play a big role for them. Therefore, hotels should follow the following points when using the system administrator's working hours:

1. The system should not be too cumbersome. What if the system? A lot of sweat? If there are too many, it is often difficult for hotel managers to implement them. If they are not implemented effectively and discounted, many systems will be made. A mere formality? Finally, it will greatly damage the seriousness of the whole system. Therefore, to avoid this, we should simplify the system and implement it? Slimming? Plan, it is necessary to constantly instill in them the daily management (such as attendance, dress, etc.), standard speech, business etiquette, health system, service standards, etc., so that they are familiar with it, and the system will be easily implemented.

2. The system management should be rigid. The key to management lies in assessment, and the key to assessment lies in implementation. Therefore, in the implementation of institutionalized management, we must treat the system equally in implementation and implementation, and we must not favor one over the other. Everyone is equal before the system? Can you really be convinced as a service person in a restaurant or a middle-level or grass-roots manager? Law? The seriousness of the system can make everyone abide by the law calmly, and the system can exert its power and make everyone dare not? Cross the line? .

institutionalized management is the foundation and guarantee of hotel personnel management. A hotel without rules and regulations is bound to be full of flaws in its management, making it difficult to become stronger and bigger. Because among all the competitive factors, the human factor is the first, and the service level is the highest. Selling point? Only by holding high the banner of system management can the benefits of management be truly reflected.

　? Autonomous? Management. Hotel staff, whether they are lobby managers, front office managers, waiters at the front desk or operators at the back desk, are from similar backgrounds or from the same group? Rural migrant workers. Therefore, in the management of hotel personnel, if you can take? Autonomous? The way to carry out self-management can often play a better role in promoting. The specific operation methods are as follows:

1. From them, people with management ability are preferred, and after training or one-on-one assistance, their organizational and management ability is rapidly improved, and they are constantly promoted to become managers, and management responsibilities such as foreman, lobby manager or front office manager are appointed.

2. Turn the hotel system into a favorite form that they can understand and implement. Autonomous head? Speak out and implement by example, thus driving the implementation of the entire hotel staff.

The advantages of this are:

1. Managers come from among them, and it is easier to gain their trust. Is this better than hiring a manager and using the rules that hotel staff can't understand? Impose? Management is much better, and in this way, it is easier to get their approval and finally implement it.

　2、? Autonomous? Can let them see their career prospects better. Because of autonomy? Leader? Come from their side, have more sense of identity and be more professional to them? Temptation? Because if you follow the rules and do well, you may be the next manager. Hotel management methods

1. Drawer management

Drawer management, modern management is also called job analysis. Nowadays, large and medium-sized hotel enterprises in some economically developed countries attach great importance to drawer management and job classification, and have established job classification systems to varying degrees on the basis of drawer management. Drawer management describes that there is a clear job specification in the drawer of every manager's desk. In management, there can be neither job nor power, nor responsibility and no responsibility, but the job, responsibility, power and benefit must be combined.

When you carry out drawer management, there are five steps:

1. Establish a job analysis team composed of various departments of the hotel;

2. Correctly handle the relationship between centralization and decentralization in hotels;

3. Around the overall goal of the hotel, it is decomposed layer by layer, and the scope of responsibilities and authority is implemented step by step;

4. Write job descriptions and job specifications, and work out job requirements for each job;

5. The combination of assessment system and rewards and punishments must be considered.

second, crisis management

with the increasingly fierce social and economic competition, a considerable number of brand hotels and international hotel groups have entered the stage of maintenance and decline under the current unstable economy. In order to change the situation, many hotels have adopted integration, mergers and acquisitions, brand cooperation, etc., and foreign hotels have mostly adopted crisis management, which has set off a wave. Doomsday management? Wave.

people in the foreign industry believe that if an operator can't communicate well with his employees and can't show his employees that the crisis really exists, then he will soon lose his credibility, so he will lose his efficiency and benefit. The hotel industry will become a competitive battlefield in the development of the next 13th Five-Year Economic Plan, and domestic and international brands are playing an important role in the transformation. Therefore, we need to boldly reform and select senior hotel management talents to break down the crisis of losing customers caused by the decline in product quality and rising costs in the past. We should let the staff know that if the hotel doesn't put the customer first and the product quality can't guarantee the customer's satisfaction, the end of the hotel will come.

three, one-minute management

before, many enterprises in western countries adopted the one-minute management rule and achieved remarkable results. The specific contents are: one-minute goal, one-minute praise and one-minute punishment.

the so-called one-minute goal is that everyone in the enterprise clearly writes down their main goals and responsibilities on a piece of paper. How should each goal and its inspection standard be clearly expressed in 251 words and read in one minute? In this way, it is convenient for everyone to clearly understand why and how they do it, and check their work regularly accordingly.

one minute of praise is human resource motivation. The specific way is that the hotel's top management staff will pick out the right part of what the employees have done and praise it after a short time. This can promote each employee to be clear about what he has done, work harder and develop in a perfect direction.

One-minute punishment means that something should be done well, but it is not done well. First, criticize the person concerned in time, point out his mistakes, and then remind him how much you value him. What you are dissatisfied with is his work here and now. In this way, people who make mistakes can be willing to accept criticism and pay attention to avoiding the same mistakes.

the beauty of the one-minute management rule is that it greatly shortens the management process and has an immediate effect. One-minute goal is convenient for each employee to clarify his/her job responsibilities and strive to achieve his/her work goals. A minute of praise can make every employee work harder. One-minute punishment can make the wrongdoer willing to accept criticism and urge him to work harder in the future.

fourth, break the format management

in the management of hotel enterprises, the purpose of reform and innovation is finally achieved through the management of personnel. Therefore, all developed enterprises actively implement the reform of personnel management system according to the changes of internal competition situation in order to stimulate the creativity of employees. In Japanese and Korean enterprises, the seniority system of promoting employees' level and raising wages has been adopted in the past. This system adapts to the requirements of the rapid expansion of enterprises and provides opportunities for employment and development of the labor force. At present, under the new normal of economic transformation and development, these developed enterprises have entered a stage of low growth and relative stability. The seniority system can not only satisfy employees' desire for promotion, but will lead to a decline in the vitality of enterprise organization and personnel.

Earlier, Japanese and Korean enterprises started to reform the personnel system, and vigorously promoted a new personnel system that decided to upgrade employees' positions according to their work ability and achievements, and achieved remarkable results. The reform of the personnel system in the world's large enterprises reflects the full exploitation of human potential, enlivening the personnel system to enliven the organizational structure of enterprises, paying attention to cultivating and forming the strongman mechanism within enterprises, and forming a new atmosphere of competition, hard work, enterprising and pioneering.

V. Closed management

Closed management means that management must emphasize the cooperation between individuals and the whole, and create a high degree of harmony between the whole and the individual. In management, European and American enterprises mainly emphasize individual struggle, so that different management can learn from each other harmoniously. The specific characteristics are:

1, both collective and individual. Every member of the enterprise has a sense of mission to the company. I am the company? It is a resounding slogan in closed management.

2. Self-organization. Let subordinates make decisions and manage themselves.

3. volatility. Modern management must implement flexible management strategy and make progress and innovation in fluctuation.

4. Complement each other. It is necessary to encourage different views and practices to complement each other and turn the shortcomings in one situation into advantages in another.

5. Individual dispersion and overall coordination. Units, groups and individuals in an organization are all individuals in the whole. Individuals are decentralized and creative, and form a whole image through coordination.

6. Rhythm. A harmonious and energetic atmosphere between enterprises and individuals can stimulate people's internal drive and pride. Hotel service management process

service preparation

Maybe you still remember that many hotels have to go through a mirror before going to work. The purpose of this mirror is for employees to check their own instruments to meet the requirements of the company. Service preparation is not only to have a professional appearance, but actually it is relatively easy to do, such as a mirror mentioned above, and it also includes whether your working environment is ready. In addition, the preparations for the following two points need to be continuously strengthened.

1. Preparation of service knowledge and product knowledge. You must have a comprehensive understanding of the products and services you provide in order to provide customers with the best service. If the customer asks you three questions, maybe your appearance is professional and your smile is bright, and the customer may not be satisfied.

2. Preparation of service psychology. Before going to work, ask yourself whether you are ready for a positive service mentality and provide the best service to customers with full enthusiasm. If you are not ready to start work with a happy and sunny mood, you are not ready.

Receiving customers

1. Welcome attitude, which is very important, because it determines customers' perception of the whole service. How to show your attitude of welcoming customers and enthusiasm? Smiling is the most basic. However, I often find that even this basic attitude is difficult for many service personnel to achieve.

2. Friendly greetings. Friendly greetings are very profound, but they are ignored by many service personnel. This is a very small thing and very easy to do. The greeting voice should be clear, loud and warm, and really convey that you are glad to see him and thank him for his patronage. A kind created by enterprises in Taiwan Province? Frog style? Greeting way. All the people in chorus? Welcome? .

3. Instant greetings. ? Don't say hello to customers, will cause a kind of psychological pressure to customers? . Many times our customers have to wait a few minutes to be served. Research shows that customers feel that the waiting time is longer than the actual waiting time. A customer has waited for 31-41 seconds, and maybe he feels that he has waited for 3-4 minutes. When you are ignored, you feel that time passes slowly. Instant greetings will reduce the pressure on customers. Why is there pressure? They are in an unfamiliar environment and feel a little uncomfortable. You work there every day, and they only visit occasionally. Instant greetings can relax the psychological pressure of customers at the beginning, which is the smooth development of services. Greet customers verbally within 11 seconds when they walk into your store or workplace.

4. Make eye contact. If you can't speak out loud? Hello? Sometimes, you can greet customers with your eyes, gestures and so on, indicating that you have noticed the existence of customers and are ready to serve them immediately. Look at your customer and you can tell him that you are willing to serve him. Eye contact creates a tacit understanding between you and your customers and conveys your interest in further communication.

understand the needs of customers

1. expect the needs of customers. Different people's needs are different, so there must be such preparations for service. The world is big and all kinds of people have it. We must pay special attention to the emotional needs of customers in service. Usually customers have emotional needs to be appreciated, sympathized and respected, and services need to put themselves in their shoes to understand and meet these emotional needs.

2. Observe customers' needs. Through careful observation, we can see the needs of customers. For example, if a customer stays in front of a product for a period of time, it shows that he has this demand for this product, and the service personnel need to come forward to serve in time.

3. Ask and listen to customers' needs. Many times, customers will take the initiative to tell us their needs, which requires us to listen attentively to customers' conversations and understand their real needs. Sometimes customers may not be able to express their needs clearly. For example, many girls go to beauty salons for cosmetic surgery to look beautiful, but most people's real demand for cosmetic surgery is to get the love and respect of others. So sometimes cosmetic surgeons do psychological counseling. The skills of asking and listening need constant practice and are also the most important skills in service.

complete the transaction or meet the customer's needs

after you know the customer's needs, you should complete the transaction or meet the customer's needs as soon as possible and try not to make any mistakes in dealing with the transaction. After completing the transaction, always remember to ask the customer:? Is there anything else I can do for you? To show your willingness to help them.

establish relationships with customers

1. thank customers. Sincerely thanking customers for their business is an effective measure to establish relations with customers, such as using customers' names:? Thank you very much for coming, Mr. Wang. Please go. ?