hotel operation and management scheme

The modern operation and management of star-rated hotels is a scientific systematic project, which not only needs new ideas and scientific management mode, but also focuses on internal division of labor and cooperation, also known as group spirit.

in order to manage a hotel well, we must first have good management methods, continuous reform and innovation, and have a sense of attraction to customers, so how can we have a sense of attraction? I have several suggestions:

1. About the reform of the housekeeping department

The division of the housekeeping department in general hotels is not very clear, which makes it difficult for guests to find their own rooms. I suggest:

1. The division of the housekeeping department should be clear: separate high, medium and low-grade rooms. Make signs, one area for high-grade rooms, one area for middle-grade rooms and one area for low-grade rooms.

2. The furnishings in the housekeeping department may be different from those in other hotels. You can add some scenes. (such as flowers, grass, trees, etc.) make guests feel strange when they walk into the guest room. I have the following suggestions:

(1) light awakening. Because many people are used to adjusting the wake-up time according to the light instead of the alarm, the new wake-up system will gradually increase the lights in the room half an hour before the wake-up time set by the guests until the lights are as bright as during the day.

(2) Keyless door lock system, which uses fingerprints or retina to identify guests;

(3) virtual reality window, providing the scenery outside the window selected by the guests themselves;

(4) automatic induction system, light, sound and temperature can be automatically adjusted according to each guest's preference;

(5) "white noise". Guests can choose the background sound that makes them feel most comfortable;

[6] The electronically controlled mattress can make different guests feel the most comfortable in bed;

(7) A diet specially designed by nutritionists according to the physical condition of the guests.

the above costs may be too high, but we can learn from them in the future. These are also the trends of hotel development in the future.

I think there are the following trends in the development of room service:

1. Enrichment of items

The establishment of room service items is not limited to grades and star ratings, but fully considers the needs of guests and the actual situation of the hotel, so that the service items tend to be enriched. Even if it is the same service project, we will strive to form the service characteristics of our hotel. For example, some hotels located in scenic spots with beautiful environment, considering the inconvenience for guests to enter and leave, set up small libraries in the floor area to enrich the evening life of some quiet guests. The same room mini-bar service, due to the different reception guests, some hotels put snacks as the main food, while some hotels put fast food noodles and other foods that can make guests feel satisfied. All these differences make the room service items tend to be richer and more able to meet the needs of guests.

2. Personalized service

Standardized, procedural and standardized service is the basic guarantee of hotel service quality. However, only standardized service without personalized service is not perfect, and it can't really meet the needs of guests and make them completely satisfied. Therefore, in today's increasingly fierce competition in the hotel industry, personalized service has become a favorable measure for competition among hotels and a general trend of service. This is especially true for room service. In order to provide personalized service and gain the loyalty of guests, guest rooms usually establish perfect guest history files, and constantly adjust the service rules and standards according to the changes of guest needs. For example, a hotel that provides turndown service should be able to ensure that the favorite bed is opened for the guests, and the guests' favorite fruits, teas and other items are placed. Instead of forcing all guests to read the same newspaper, they put what they like into the guest room according to the guest history file.

3. Intelligent facilities

With the advent of the high-tech era, guests, especially some business guests, have put forward higher requirements for various hotel facilities, driving the facilities in guest rooms to develop in the direction of intelligence. For example, the guest room key system uses intelligent IC card key system, even induction door lock and fingerprint door lock system; The automatic control system in the guest room is controlled by sensors, with lights on when people enter and lights off when people leave. There are also advanced communication systems, access to broadband network, E-rooms, and a TV system that can provide information about guests' consumption in the hotel, booking meals in the room, ordering goods, choosing movies and so on.

4. Green guest rooms

Today, when sustainable development is advocated, it has become a fashion to create green hotels, and green guest rooms are an important part of it. Therefore, the guest room usually places the cotton fabric wash-free reminder card in the guest room and bathroom; Reduce the variety and quantity of guest supplies that are not needed by most guests, and remind guests that if they need these items, they can inform the room center to provide them; In the bathroom, the liquid distributor of bath lotion and shampoo is used to replace the traditional disposable container to reduce the pollution caused by the disposable container to the environment; The small refrigerator in the guest room adopts absorption-type environmental protection products; Reduce the use of disposable plastic products and so on.

5. Designer culture

The design of guest rooms pays more attention to people's feelings and tends to the development direction of people's culture. For example, the location of the socket is more carefully designed to facilitate the use of guests; Seats will be more comfortable, at least with wheels that are convenient to move and adjustable in height to meet the dual needs of guests for office and rest; Lighting lights not only beautify the environment, but also meet the needs of reading and work, with sufficient brightness and so on. In addition, considering the needs of disabled guests, all the floor areas where disabled guests may arrive should be barrier-free, and the facilities that may need to be used should be self-help without the help of others, which also reflects a social civilization.

6. Diversification of types

With the development of the hotel industry, some far-sighted hotels have begun to create their own characteristics, and the type of rooms is an important aspect that distinguishes them from other hotels, which makes the types of rooms show a diversified development trend. Such as business rooms, conference rooms, leisure and holiday rooms, non-smoking rooms, ladies' rooms, children's rooms, disabled rooms, blind rooms, big bed rooms, connecting rooms and so on. With the diversification of room types, hotels have gradually formed their own characteristics and tried their best to satisfy the guests in their unique market segments.

Second, the reform of catering background music and catering work

If an upscale restaurant wants to create a relaxed and comfortable atmosphere, or even give its employees a comfortable working environment, it needs the help of background music in addition to other things, such as service, hygiene and food quality, but most restaurants often pay insufficient attention to the management of background music. I have the following suggestions:

1.

2. Music with brisk rhythm in English and Chinese in business is pleasant;

3. During the break, the music is mainly lyrical and gentle;

4. At the beginning of the business, you can play the same song regularly to remind you;

5. Pop songs should be avoided in business, and it is best to give priority to light music. At the same time, a beautiful and fixed song should be kept as the main song of the restaurant, and the sound control should be moderate, and it is forbidden to be big and small, and it needs to be taken care of by a special person;

The catering industry is a complicated management structure: making a dish involves many complicated procedures, such as material selection, rough processing, fine processing, heating and ripening, seasoning, taking out the pot, filling and so on. Catering relies on traditional craftsmanship to serve consumers, with many types of work, fine division of labor, high requirements and strong technology. It is very important to cooperate with each link, and each post should be arranged reasonably and divided reasonably. Therefore, the selection of chefs and middle-level managers should be particularly cautious. Let's talk about my views on hotel management: As the saying goes, "three points for technology and seven points for management". As far as management is concerned, it is very important. In management, we should emphasize results, efficiency and quality. Survival lies in management. Without good management, the benefits will not be good.

In order to do a good job in our hotel, we summarize the following management experience.

(1) Do a good job in the quality of employees. Abide by professional ethics, strict labor discipline, clear management regulations, formulate various management systems and production standards, and do a good job in organization, command, supervision and adjustment of each link. Service personnel must be trained to take up their posts, reward diligence and punish laziness, encourage staff to make progress, and have a regular meeting system every day to sum up shortcomings and carry forward advantages.

(2) Make the best use of everything. No matter what kind of dishes you operate, you should keep the waste rate down to the lowest level and raise the cost of goods to the highest level. The cost of raw materials is the basis of dishes, and the cost determines the level of profit. Therefore, the cost is lowered in the selection of materials, and the profit is given to consumers, so that the price can be better accepted by customers. Establish standard cards for the varieties of dishes, specify the varieties, specifications and quantities of raw materials used, accurately calculate the cost, and operate all the yield according to the specifications and standards, which not only controls the cost, but also ensures the consistency and standardization of the quality of the products, which is very beneficial to maintaining the quality of meals.

(3) Take the leading dishes to drive the initiative in management. From the mid-range dishes, our specialty dishes are constantly introduced and sold at a slightly higher cost to stimulate guests' consumption, activate the hotel atmosphere, and adapt them to the needs of consumers of all grades in order to seize the initiative of the catering industry. (4) The food has no definite taste, but it is palatable. No matter what kind of dishes you manage, do as the Romans do, take the local tastes into account, adapt to the changes in local tastes, and make them acceptable to consumers. If customers think they are delicious, it will be "long live". Besides, Cantonese cuisine, Hong Kong-style Cantonese cuisine, Hunan cuisine, Sichuan cuisine, etc. should be combined with local living habits, and must adapt to local tastes and living habits on the basis of highlighting their characteristics and selecting.

(5) To ensure safety in production, all departments should grasp their own areas of responsibility (including raw materials, hygiene, etc.). Purchasing, warehousing and production must establish a book running account; Service, production and cashier must also establish a good financial system. Carry out the system of slicing and contracting, and regularly check the hygiene and production situation of each department to form a good working environment. In my opinion, if we want to do a good job in our hotel, we should understand the general environment and trend, master the psychology and taste of our customers, make scientific decisions and find a way to operate. Traditional dishes go hand in hand with improved imported western food and innovative dishes. Only by broadening our thinking can we adapt to the consumption needs of today's catering market economy and society, and stand firm in the fierce competition and lead the catering industry.

Third, the human resource management of the catering department

The catering department is an indispensable department for modern hotels to serve customers and generate income for the hotel, and it is playing an increasingly important role in hotel management. With the development of social productive forces, the increasing international social and economic exchanges, the rapid development of tourism and the great improvement of people's living standards, the catering industry will surely prosper and develop further.

economic globalization and diversified competition make the catering market more competitive, and at the same time, it faces opportunities and challenges to go global and explore the international market. In the final analysis, the competition between the hotel industry and the catering market is essentially the competition for talents. In order to remain invincible in the fierce competition and synchronize and merge with the development of the international catering industry as soon as possible, the first problem is to do a good job in the human resource management of the catering department and establish the management concept of "people-oriented" and "people are the first element of the enterprise".

in order to do a good job in human resource management of the catering department, fully mobilize the enthusiasm of all staff and create better economic and social benefits, we should pay attention to the following aspects: reasonable staffing, scientific arrangement, training for all staff and incentive mechanism.

A, reasonable staffing and scientific arrangement

The staffing quota is the basic work of catering management. The establishment of various plans for the catering department and the implementation of post responsibility system and economic accounting system provide scientific basis, which can prevent the disadvantages of overstaffing and uneven service, and help improve the enthusiasm and labor efficiency of kitchen and restaurant employees. One principle to be observed is to emphasize the word "fine", the organization should be fine, the personnel should be fine, and the operation should be at full capacity, so that everyone is in charge of everything.

I think the following methods can be used:

(1) Staffing according to the scale, grade and proportion of the hotel. Generally speaking, managers should master at 1: 11, and the ratio of restaurant staff to kitchen staff should be 1: 1.

(2) according to the labor efficiency, the quota and quota are combined. Many restaurants make the quota based on the type of restaurant, tables and chairs and the number of guests they can receive. For example, the banquet hall and senior banquet: 1 round tables and 11 guests, and 2-3 waiters are required; General banquet: 1 table with 11 guests and one waiter is enough.

(3) Staffing according to post responsibilities and equipment: the staff of the Food and Beverage Department and some positions that need to be looked after can be staffed according to the scope of responsibilities; According to the number of equipment, but also according to the professional ability and proficiency of employees, the specific grasp.

(4) arrange the shifts scientifically. The shift arrangement of the catering department should meet the business needs because there are many types of jobs and great job differences. No matter whether it is a one-shift, two-shift or three-shift system, it is necessary to meet the needs of restaurant operation and service, and make reasonable and scientific arrangements, that is, to give full play to the enthusiasm of employees, to ensure full-load operation, to consider the endurance and difficulties of employees, to care about their health, and to avoid war-weariness caused by long-term overwork. People's endurance is limited. Overworked work, without adequate rest for a long time, will drag down the body. Over time, restaurant operations will be affected.

in the management of personnel quota, we should achieve the scientific management mechanism of "everyone is in charge of everything". Make it simple, multi-functional, multi-functional, multi-functional and multi-functional.

B, earnestly do a good job in the training of all staff

If the catering department wants to gain obvious advantages in the fierce competition, it must strengthen the training of all staff and comprehensively improve the overall quality. To do a good job in training, the key is to innovate ideologically, and to constantly accept new theories, new concepts and new things. Only by continuous innovation can we continue to develop. Innovation is the endless source and inexhaustible motive force of catering enterprises. As long as we persist in ideological innovation, we can achieve technological innovation and provide new products to our guests. Training is essentially a process of learning new knowledge, new theories and new technologies.

a lot of data show that training and not training are completely different. Foreign hotel groups have many training bases and strict training plans every year. For example, the well-known brand "KFC" attaches great importance to staff training and has established training and education bases. Through training, employees can improve their work skills, enrich and improve their own knowledge, provide personal development opportunities, and inject vitality into the development of enterprises.

In recent years, famous brands like Little Blue Whale and Greenery Cafe have sprung up in China. Their success is also attributed to training and learning. They went abroad to learn advanced modern management concepts from Japan, the United States and Europe. Please ask professors from domestic universities and colleges, catering industry experts for guidance, or hire special