I don't know much about your situation. Let's take a look at it. The hotel industry has developed rapidly since the reform and opening up for more than 21 years. According to the incomplete statistics of the relevant tourism departments, there were 213 tourist hotels and guesthouses in China in the early days of reform and opening up, and by 2115, it had grown to 12124, not including large and small social restaurants. What is certain is that the development speed of pure catering enterprises is faster. Especially in the past 11 years, the development speed of catering enterprises in China can be said to be rapid, and the scale is getting bigger and bigger, and the grade is getting higher and higher. In these catering enterprises, a considerable number of hotels are developing with a certain degree of blindness, so it is inevitable that hotels are opened every day and hotels are closed every day. Look at the non-restaurant restaurant with the most subcontracting in the newspaper advertisement column, so how can we manage a catering enterprise well? I would like to make the following suggestions for reference only. The first secret is to strive for accurate positioning. Statler, a famous hotel management master, said that there are three key factors for hotel success: the first is geographical location; The second is geographical location; The third is geographical location; It can be seen that geographical location plays an important role in hotel management. In an environment where the market is relatively mature and consumption is very rational, the geographical location of operating stores is indeed particularly important. People don't have to rush about for a meal, but the situation in our country is somewhat special. The location of middle and low-grade hotels is very important, and the passenger flow and the convenience of guests should be taken into account, because consumers at this level will not spend more energy and financial resources on transportation. For some hotels that operate with characteristics, they rely on their unique products or unique hotel products to attract guests. Many people may pay attention to ostentation and extravagance or take pains to cater to food. For example, there are several large-scale catering hotels called catering aircraft carriers in Nanjing. Although their geographical location is on the edge of the urban area, their business is very prosperous. It can be said that most guests come with curiosity and herd mentality. So how to choose a geographical location suitable for their own operation should be studied. Market positioning: that is, what level of consumer groups the hotel will receive, the current catering consumer groups in China can be roughly divided into three categories: most ordinary consumer groups refer to fast food and simple meals; Mid-range consumption is mainly small enterprises, companies and middle-income groups; High-end consumption is mainly large and medium-sized enterprises, companies, government agencies and high-income groups. Look at your own market, choose the geographical location and hotel products suitable for the consumption of guests at the corresponding level, and never engage in three levels of guests who want to receive, which is likely to produce high-end consumer groups who are unwilling to come; Mid-range consumer groups don't want to come; The embarrassing situation that ordinary consumer groups dare not come. Geographical positioning: that is, choose the geographical environment that adapts to the survival and development of this hotel. Hotels that mainly cater to ordinary consumer groups should choose large residential areas with large passenger flow and dense population as their business addresses, such as KFC and McDonald's. Interestingly, some people in Nanjing said, "Where there are KFC and McDonald's, there are auntie dumplings"; In order to receive the middle-class consumer groups, hotels should choose the business address with convenient public transportation; For high-end consumption, it is necessary to avoid the crowds being too mixed and the downtown areas with traffic jams. You should choose places with quiet and elegant environment, convenient transportation and enough parking spaces. Product positioning: product positioning mainly refers to two aspects, one is hotel products; The second is the products processed and produced by the hotel. Hotel products usually refer to the hotel's facilities, equipment and decoration. Hotels should determine the hotel's product positioning according to their own market positioning. Generally speaking, the decoration of ordinary hotels should be simple and lively, and the seating arrangement should be compact and not crowded, giving people a refreshing, clear, safe, hygienic and convenient feeling. The design of dish products should also be based on fast and popular home cooking; Mid-range hotels should have distinctive features in decoration according to the characteristics of the dishes they operate, the preferences of local guests, cultural background and other factors, strive for comfort without losing the sense of luxury, arrange meals as loosely as possible, be comfortable and not compact, determine the main cuisine of hotel dishes according to local dietary customs, operate other cuisines regularly or irregularly, and the best way is to change chefs regularly, so as to meet the psychological needs of guests for constant innovation in taste, so as to maintain a good situation of hotel management. Nanjing Jinhao Hotel Management Co., Ltd. has several different styles of chefs, and the hotels managed by Nanjing Jinhao Hotel Management Co., Ltd. keep the business of several hotels under its name enduring by rotating chefs once every six months to one year. High-end hotels should naturally have a unique style, distinctive main body, luxurious decoration, spacious dining space, high-end food design, fine cooking of ordinary dishes, chic and luxurious tableware and exquisite decoration. The quality of the secret double-quality catering hotel mainly has two meanings: the quality of dishes and the quality of service. How to maintain a high quality of dishes and services is undoubtedly up to our management. How to ensure the quality of dishes is briefly described from the following aspects: selecting a good team of chefs is the key, and the quality of the team of chefs is directly related to the quality of dishes. In this respect, our successful experience is to strictly control the production and processing process of dishes. The whole process is monitored from cutting to cooking to production. The chef personally closes the export of the dishes. One of our chefs always puts a long-handled spoon in his coat pocket when he starts eating. When he feels that the dishes are wrong through vision and smell, he takes out the spoon and tastes it himself. Unqualified dishes are all reworked, and never let an unqualified dish flow to the table. It is worthy of recognition that some hotels encourage chefs to constantly innovate dishes, but the innovation frequency of a chef or even a group of chefs is difficult to meet the demand of guests, especially frequent customers, for new dishes. So it is a good move to rotate chefs of different styles regularly, and our practical experience has been verified and worth learning. Regarding the maintenance of excellent service, I think the key is to start with management. It is the key for a hotel to cultivate and establish an excellent staff, and it is the key to implement family management for employees. Some people say it well: to satisfy guests. To serve by hand is to provide guests with all the services they can. When guests arrive and put forward their needs, employees should first show their guests a positive and enthusiastic attitude. To meet the routine basic needs of guests in time and accurately through standardized and standard services to ensure the effectiveness of services; Surprise the guests. Serve with heart, provide personalized service to guests, and let guests reach surprise from satisfaction. In order to further improve the satisfaction of guests, we must provide personalized services to guests, tap their potential needs, and identify their potential needs in time before they are put forward, so as to surprise guests; Let the guests move. Serving with affection exceeds the expected value of guests in both physical and psychological feelings, and achieves double satisfaction. Extraordinary value, emotional input. On the basis of providing personalized service, improve the level of guest satisfaction, impress guests with value-added service and impress guests with emotional service. This level is the extension and sublimation of the first and second levels. To make guests feel excited, we must serve with affection. In the process of service, we should always be moved with affection, think about what guests think, be anxious about what guests are anxious about, exchange affection with affection, and communicate with each other with heart. This is the deep connotation of service and the highest realm of service. Therefore, it should be realized that a service that does not leave a good memory for guests is not a successful service. Of course, managers require waiters to serve their guests with affection. As managers themselves, they should treat their employees with affection, so that employees can experience the meaning of affection in a subtle way and provide services to their guests with affection. I was invited to make unannounced visits to several hotels. I made a surprise visit to the hotel without an agreement. When I checked in at the front desk for the first time, the waiter was polite. When I asked for a room change for the third time, the waiter became extremely impatient, and even had a little tone of marching orders. After I ordered a dish in the restaurant, I said that one of the dishes was too salty and asked the waiter to change it. The waiter took the dish to the back court for a while and sent it up again. This time, I didn't raise any objection. Deliberately find fault. Can the above two services satisfy the guests? Can you leave a good memory for the guests? Fortunately, I was treated well in the guest room. I found that there was hair in the bathroom and the bed was not clean, so I complained to the lobby manager. In less than five minutes, the lobby manager came with the room cleaner. First, he apologized to me, then he quickly led the waiter to clean the bathroom and bed, and he didn't forget to apologize again when he left. Tip 3: Be good at planning and mention hotel business planning. Now there are various business planning activities, but in the final analysis, we should master some basic principles, that is, don't try to play word games with guests, and it can't be deceptive. The result of doing so can only be to throw stones at your own feet, and only the hotel will suffer in the end. The hotel should really benefit guests by engaging in preferential reward activities, so that guests can feel that spending in the hotel is value for money or even value for money, and gain the trust of guests. Publicity activities should be colorful and vigorous, leaving a beautiful and deep impression on the guests. Food festivals must be down-to-earth and practice their internal skills. Every dish produced is fine food, which will make the guests linger. In a word, catering management is a complex and changeable project. To manage it well, we must manage it with our heart, manage it with our feelings, always put the needs of our guests in the first place, study it with our heart and serve it with our feelings. Only in this way can our hotel last forever.