Case study: Tan Ming, a famous American management scientist, has a "85 ~ 15" model when analyzing guest complaints. This means that among the general complaints of guests, employees' responsibility often accounts for only 15%-21%, and the remaining 81% are mostly procedural, management or other reasons. In other words, most of the reasons are hotel management.
Although it is Xiao Chen and Xiao Li who are complained, the actual problem lies in management. In the case that the number of tourists turned bad at the beginning of the month, the administrator arranged all the rest days of employees for the whole month at the beginning of the month. In the case of good tourists, busy work and no rest days, employees have to work continuously for more than 21 days. The manager of the hotel, from the point of view of convenient self-management, did not arrange employees' rest scientifically and reasonably, which caused employees to reluctantly go to work when they needed rest, causing guests to complain and affecting the service quality. If Administrator A considers the employees' work and rest, he can properly arrange rest days from the employees' point of view, so that employees can take a timely rest when they are unwell and have something at home, adjust their body and mind, and can return to work with a full attitude. Therefore, in management, we should advocate the motto of Holiday Inn Group of America: Without satisfied employees, there will be no satisfied customers. Without a workplace that satisfies employees, there is no environment that satisfies customers.
to sum up, the state of employees greatly affects the quality of hotel products, and effective management of employees can indirectly control the quality of hotel products by adjusting their state. When making management plans, managers should consider from the employees' point of view to create a relaxed and pleasant working environment for employees, so that our services can meet the needs of guests to the greatest extent and create better performance for hotel benefits. Therefore, here, this paper puts forward the argument: the influence of effective "humanized" human resource management on hotel products.
1. The direct influence of employee status on hotel product quality
The core connotation of a hotel is service. The intangible service quality determines the quality of the benefits that can be generated by hotel products. It is a soft element and a specific atmosphere. Hotels should strive to create a unique service atmosphere and take the creation of reputation, image and service characteristics as the basis of business activities. The difference of service quality, quality and level of different employees in the same hotel is the hidden difference of hotel products. Service personnel should be lively and full of humanistic appeal, which can influence tourists' psychology and show regional characteristics. The realization of hotel products requires thoughtful and enthusiastic service from service personnel.
As the main body of service, the status of hotel employees plays a decisive role in service quality. Whether the staff of a hotel can provide quality service to the guests depends to a great extent on their physical, psychological and working environment.
1. Physical condition: Hotel staff require a healthy body. First of all, people in restaurants can't have infectious diseases, which is absolutely not allowed. We have the responsibility to provide a safe consumption environment for our guests. Secondly, the service industry is very hard work, and the daily work tasks are very heavy. Once the guests have any needs, we will try our best to provide them with what kind of services, so a healthy body is required to bear great pressure from all sides. Xiao Chen in the above article was complained by the guests because his physical discomfort affected the service quality.
2. Psychological state: Whether the hotel staff are psychologically healthy and happy is the most crucial
key guarantee for the realization of quality service. We should have a full understanding of the service industry, and clearly see that service work is not a job of serving people, but our profession is lofty. We sincerely provide sincere services to our guests and are proud of providing first-class services. In addition, it also requires a happy mood. One of the ten golden keys to sincere service is always smiling. What we need in particular is not a simple mechanical smile, but an external expression of inner happiness. We should share the happiness of our guests. When the guests are unhappy, we should convey happiness and resolve their worries. Finally, we should have a clear understanding of our psychological endurance. According to the analysis, hotel employees have the following adverse reactions after being frustrated: ① attack. This is a kind of strong anger. In order to relieve psychological pressure and vent their anguish, they use glare, retort and pull to directly attack the object that caused the frustration, or turn to attack and vent it on irrelevant people or things. 2 indifference. Indifferent to everything, over-repressing oneself, and giving up on yourself until you finally leave your job. 3 escape. Give up pursuing. If an employee puts forward a suggestion that he thinks is good, but is laughed at by others, he never mentions it again and lives passively all day. 4 commit suicide. It refers to individual employees who don't develop their ideas and can't get the care of their leaders and colleagues for a long time. Once a mistake occurs, they blame themselves, take it out on themselves, commit suicide, and even take a life-weary attitude, and demonstrate to others or society by self-punishment. From this, we can see that we can't leave problems unchecked. We should actively guide our employees so that they can always keep a healthy attitude and put themselves into work.
3. Environmental state: anyone who wants to make good work achievements requires a good working environment. The hotel is our
workplace, which is the working environment. It is self-evident that the sanitary condition of the hotel requires absolute spotless, which not only makes the guests comfortable, but also helps the employees to maintain a happy mood, which is a great advantage of the hotel work. Secondly, we also pay attention to a psychological environment. Everyone feels that they are in a collective, and everyone is doing their part. People have been in a harmonious cooperative relationship with each other, and the superior and the subordinate also have a good working relationship. For example, Japanese managers are better than American managers in dealing with uncertainties and imperfections that naturally occur in organizations and groups. This is because in Japan, people think interdependence is a natural thing and want interdependence. "The main qualification of a Japanese leader is to be accepted by team members, and his professional expertise is only an integral part of being accepted." Interdependence is also manifested in the relationship between the superior and the subordinate. In Japanese companies, teamwork is emphasized very much, and the superior must spend considerable energy to cultivate the relationship with the subordinate. Based on this, the management of Japanese companies has achieved great results.
Second, the indirect impact of effective humanized human resource management on hotel products
With the rapid development of the hotel industry, the competition in the hotel industry has intensified. Although we are still in the stage of low-level price competition in the three stages of competition among tourism enterprises in Wei Xiaoan, it is an inevitable trend to develop to a higher stage, that is, to achieve quality and cultural competition. And this kind of competition also increasingly requires the competition of talents and the overall quality of employees, that is, the contest of human resources owned by hotels. In the development stage of knowledge economy, human resources with good knowledge literacy are the most important assets of hotels, and the key to cultivating lasting competitive advantage is the management of human resources. Only by scientific and effective development and management of human resources can hotels achieve the best economic and social benefits in the fierce competition.
Hotel human resource management refers to the reasonable training, organization and deployment of hotel staff combined with certain material resources by using modern scientific methods, so that the hotel staff and material resources can always maintain the best proportion, and at the same time, the hotel staff's thoughts, psychology and behavior can be properly guided, controlled and coordinated, so as to give full play to their subjective initiative, make people do their best, get the right person and get the right personnel, so as to achieve the hotel goal.
Human resource management is an important part of hotel management, and its importance is mainly reflected in the following aspects: ① Hotel industry is a typical labor-intensive industry, and human service is the main factor of hotel products, which inevitably requires effective management of human resources. People's behavior is influenced by many factors: body, personality, interpersonal relationship, social evaluation, etc. The instability of behavior leads to the instability of service quality, so we should effectively control product quality through the management of human resources. ③ People's behavior is a part of hotel products, and rooms, restaurants, etc. must be combined with the auxiliary behaviors provided by employees to realize their value. (4) Hotel work has its repetitiveness, and it is inevitable that employees will not be bored when they face the same kind of work every day. Therefore, the personnel mobility in service industry is much higher than that in other industries. We should do a good job in the ideological work of employees, make them regard work as fun, and at the same time arrange and set up posts scientifically. ⑤ Hotel products are realized in the face-to-face communication between employees and guests, and the subjective feelings of guests on hotel products mainly come from the personalized and high-quality service of employees, so we should control the human resources of the hotel effectively.
after the accumulation in the period of grand hotel and commercial hotel, the human resource management in the period of modern hotel group pays more attention to the application of management science. On this basis, this paper especially emphasizes the positive influence of "humanized" human resource management on hotel products:
1. It can improve production efficiency, reduce operating costs and increase income. The accumulation of specialized knowledge and human resources can improve productivity, reduce costs and increase profits, thus enabling enterprises to provide the same services at a lower cost than their competitors. "Humanized" management can achieve this better. We carry out the principle of "employees first", so that employees can truly feel their position and role in the enterprise, have unlimited love for work and the collective, and devote themselves to their work with the greatest enthusiasm and patience. Since I am a member of the collective, I will try my best to contribute to it, and unconsciously put an end to the phenomenon of laziness and deliberate slacking. Employees always ensure that they appear in their jobs with a high-efficiency mental state, which naturally realizes the high efficiency of work, which is many times stronger than rigid management.
2. It is conducive to the standardization of hotel products. The standards of hotel products include many specific aspects: working standards, such as
changing the sheets of rooms once a day, and regularly dusting the lobby floor every day; Procedural standards, orderly arranging service links according to time sequence, so as to achieve orderly service work; Efficiency standard refers to the actual effect standard in customer service to ensure that customers get fast and effective service; Standard of facilities and supplies; State standards, such as the normal use of electrical appliances, to ensure 24-hour hot water supply; Attitude standard, the attitude and manners that service personnel should show when providing face-to-face service, such as standing with a natural smile, not leaning forward and leaning back, hands akimbo, scratching their heads and digging their ears, etc. Skill standard, service quality that service personnel should have, service level and language ability that should be achieved, such as cleaning a room in 31 minutes; Language standards require the use of standardized languages; Specifications and standards, the courtesy standards that should be met by all kinds of guests, such as calling out the names of guests who have stayed for many times, providing envelopes with the guests' hot stamping names for guests who live in luxury suites, and placing flowers and fruit baskets in the guest rooms for VIP guests; Service quality inspection and accident handling standards. With so many standards, if employees simply regard them as articles of association and implement them in a procedural way, this will undoubtedly greatly reduce the quality of service. On the other hand, if we can strengthen the understanding of employees, these standards will be successfully realized in nature. Someone once found that the service staff wiped the teacups with sheets when cleaning the guest room. Because the guest room can't be photographed on TV, we can't monitor some services of the service staff, so the standardized operation of the service can only be realized when the employees are highly conscious.
3. It can effectively innovate and create personalized services that competitors cannot provide. The hotel provides employees with a good working environment and preferential working treatment, so that they can work with peace of mind and happiness, and realize that achievement at work is a major pursuit of life. Employees will consciously innovate and provide customers with value-added services and personalized services at any time according to their needs, thus winning a good reputation for the hotel. And the ability to create human capital for these services is hard to imitate. Because the creation of knowledge is professional, the accumulation of knowledge is long-term, the expression of knowledge is implicit, the distribution of knowledge is decentralized and the application of knowledge is holistic, which can only be obtained through application and practice. Therefore, the hotel can create its own unique value and shape its competitive advantage by virtue of its unique human capital.
Third, how to realize effective human resource management
Hotel human resource management includes both quantitative and qualitative management. The management of quantity is to train, organize and coordinate hotel staff, so that manpower and material resources can always maintain the best proportion and organic combination, and people and things can give full play to the best benefits. Qualitative management is to manage the psychology and behavior of hotel employees, that is, to mobilize the subjective initiative of employees and employees as a whole. Compared with quantity management, quality management should be the focus of hotel human resource management.
the content of hotel human resources management is the four main links of the formation, development, distribution and use of hotel human resources movement. The formation of hotel human resources mainly refers to the discovery of people with various working abilities and their physique, intelligence, knowledge and skills; Development refers to the transformation of potential human resources into real human resources; Distribution means that hotels invest different human resources in different departments and posts according to different needs; Use means that all departments of the hotel give full play to the abilities of their employees and make them complete the tasks assigned by the hotel.
The procedures of hotel human resource management include the determination of human resource requirements, the design of jobs and positions, institutional setup and staffing, staffing, labor discipline management, employee motivation and leadership. The following will consider how to manage the human resources of the hotel from the perspective of "humanized" management.
1. People are different from machines, which should be fully considered when making human resources plans. Maslow said that people have the need for self-realization, and what we have to do is to enable employees to realize themselves. We can't set the corresponding position for everyone, but we must find the most suitable person for each specific position. So that everyone can feel the joy of work in his post and meet his advanced needs of respect and self-realization. In addition, we should scientifically consider everyone's physical and psychological endurance, and determine the number of employees, so as not to be overstaffed or overworked. On this premise, we can employ those happy employees, friendly employees and passionate employees. Even if they don't have any hotel work experience, interest and enthusiasm drive them to love what they do and know what to do to succeed.
2. According to the repetitive characteristics of hotel work, multi-post training system can be advocated. Hotel products are an organic whole with internal relations, which requires hotel employees to be both professionals and generalists. Multi-post training can effectively solve the phenomenon of job vacancy in the hotel caused by employees' vacation, illness, sudden increase in business volume and extra demand from customers. In addition, considering people's curiosity, the need to seek adventure and meet challenges, multi-post training has brought many challenges to employees, reduced the boredom caused by repeating the same work for a long time, and increased the freshness. It also improved the work effectiveness of everyone, reduced the work cost of the whole hotel and increased the salary level. Full of adventure, excitement and generous treatment, coupled with a sense of accomplishment in the service industry itself, how can hotel employees be lost?
3. Establish a sense of teamwork. Managers should first raise awareness, and don't think that since