How to manage the hotel - 2017 five-word tips for effective hotel management

In the process of working in the hotel, according to the customer's consumer mentality, especially itself in the process of many times stayed in the hotel, found the customer's consumer mentality, to figure out a five-word law of the hotel management, which will be summarized as: net, beauty, law, technology, and creation. Below, I share with you the essentials of hotel management, I hope to help you!

Beauty is the highest spiritual realm of human pursuit, we often use when describing women ? The first thing you need to do is to get your hands on a pair of shoes or boots. The word "beauty" is not used. China's rich vocabulary, beautiful is the visual senses, but the beauty is the heart feel, a girl can be very beautiful, but not necessarily very beautiful, which shows the word for the requirements of the beauty of the specific connotation. Hotels in the pursuit of the process, including ? Image beauty, mind beauty, behavior beauty? Three major factors.

Image beauty refers to the external beauty of people or things. The hotel in the overall atmosphere design and detailed layout, all need to have a unique idea in the pre-construction, in order to create a very beautiful consumer space. But in the later management, the hotel manager is not only a practitioner, should also be a designer, with the designer's vision to buy hotel supplies, add the missing appliances, so as to add color to the hotel's unique craftsmanship.

The overall image of the hotel clothing and characters, including the dress code for people, are hotel managers must pay attention to. In the modern hotel business, clothing has become synonymous with taste, many hotels in the purchase of clothing, or in accordance with the old set of methods to select models, so that the hotel clothing is the same, everywhere is exactly the same clothing, from the hotel to the other hotel, the visual difference is not great, can not talk about the beauty of the image.

The hotel's clothing should be from the decorative atmosphere of their own hotel, combined with modern clothing aesthetics, of course, but also requires clothing with professional positions required by the comfort, ease of operation. Good environmental atmosphere and the beautiful image of the staff, is bound to let consumers produce management of a good feeling, thus increasing the goodwill of customers.

The beauty of the heart refers to the beauty emanating from the human heart. Our generation, from childhood by the teacher instilled ? five speak four beautiful? The hard standard, and the real beauty of the heart, is to emanate from the heart. Hotels in the training process, requiring all personnel to show a sincere smile, what is a sincere smile? In most hotels, the smile is very reluctant, not from the heart.

The training process, take the teeth bite chopsticks way to show the charm of the smile, the reason why, that is because the smile should also be degrees, rather than no degree of laughter process. A real smile up the hotel people, that is from the heart to really love the hotel professional work, from managers to employees, if you can not really go to love their own work, the smile is professional, rather than from the heart.

When we shape the staff smile, we need to help practitioners in the training process to establish a professional outlook, and reasonably help them plan their careers, in conscience, filial piety, love, gratitude and other aspects of education, so as to win their recognition of the profession, in the heart of the mind to produce **** Ming, the formation of a good sense of service and attitude to work for the hotel service.

Behavioral beauty refers to the visual beauty produced by human beings through their own actions. Behavioral beauty is the hotel in line with the needs of the profession, for professionals to shape the sense of beauty. In the training process, we require employees to identify with the corporate culture, willing to serve customers enthusiastically, when we face some of the employees who temporarily can not identify with the corporate culture, we must through the constraints and the power of management, employees from the behavior to constrain themselves to meet the hotel's employment requirements.

For example: the hotel cleaner is the most basic level of employees, cultural level is low, older, they are in a state of complete bewilderment for the hotel's needs, then their behavior in the embodiment of the beauty of where? The most basic requirement is: cleaning staff can familiarize themselves with the department, understand the function of each workstation, and be able to provide customers with a brief guide to work.

At the same time, in the process of work, see the customer 1.5 meters away from their own stop sweeping, stand and smile, signaling the customer to move forward, to prevent the cleaning tools touching the customer's shoes. Requirements for cleaners must be concerned about the movement of guests, is strictly prohibited with the buttocks toward the customer operation of the indecent behavior. These simple and standardized requirements, basically to avoid the customer's upset, but also let the customer feel the overall management of the hotel norms.

Environmental health is the first sensory experience of the guests into the hotel consumption, in the process of their own consumption, found themselves into the hotel's first feeling is visual, whether the parking lot is in order, whether the overall appearance of the hotel is cluttered, whether the lobby items placed neatly, whether the overall environment is clean and comfortable.

In order to determine whether their own consumption and other customers consumption is the same, customers enter the hotel consumption, the first time to focus on what. Through understanding, usually survey the surrounding environment, if the ground is very dirty, the car park is very messy, wall advertisements, wires, etc., will produce this hotel to stay whether there is a security risk of psychological implication, this sense of security, a kind of personal life can be guaranteed, the other is the safety of personal property can be guaranteed.

From this, I feel that as the hotel management, clean and hygienic environment is the customer's first demand, from the parking lot vehicles parked in an orderly manner, the ground hygiene cleanup, to the hotel lobby items placed, all kinds of supplies in an orderly manner to the overall environment, including advertising on the facade, neon lights, etc. series, there should be a unified standard and management rules, with a view to achieving the visual cleanliness requirements.

Let's imagine, a customer into the hotel consumption, if even the minimum visual cleanliness can not be achieved, the customer will instantly produce reverse psychology, not willing to further consumption. In the course of many surveys, especially some small hotels and small-scale family rooms, usually guests will put forward the request to see the room first, many people have seen the room, immediately decided to stay or another choice, which shows that the guests for the overall demand for environmental hygiene is very strong.

The media has repeatedly exposed the ? Hygiene door? incident, not only a wake-up call, but also should be a reflection and action, the industry people in the concern at the same time, did not recognize the seriousness of the problem, basically the wind, and then disappear. This type of behavior is not only a serious error of consciousness for professionals, but also one of the requirements of professional standards that professionals do not meet.

Hygiene work, is the hotel must have the basic work, from the overall cleanliness program to utensils disinfection program, supplies cleaning program, cloth washing procedures, food storage procedures, etc., are important health management, ignoring the health requirements, forgetting the first law, in the hygiene management work can not be strict requirements of the hotel, not only can not withstand the media's undercover investigation, further triggering the customer's The hotel's overall business declined as a result of the refusal to consume.

From here, do managers have direct responsibility? The company's main goal is to provide the best possible service to its customers. The first time I've seen this, I've seen it.

Health management work is the first priority of the hotel, as a hotel manager, health work as a top priority to grasp, to prevent the recurrence of health door events, for travelers to create a good consumer atmosphere, to win the favor of customers.

Why use a ? The first is to use the word "law" to talk about the management. word to talk about management, from the literal interpretation, ? The word "law" is used in the context of management. is the law, regulations (including discipline, law, law, law, precepts, law) and other meanings. A country and even a business, must have their own rules and regulations and management methods, in order to let the business grow and develop. Taoism has a saying? The Taoist saying, "To rule a large nation is like cooking a small delicacy", also shows that everything needs to be respected. , also explains that everything needs to respect the law of development of things, according to the needs of the heart cooking, in order to cook out of the delicious.

The same business, the need for managers to find the heart to find the problem, to find the right way to solve the problem. There is no management system and operational processes that fit the needs of their own development, management will not be able to follow the rules, can not be controlled.

Laws and regulations are the framework for the development of the company, the development of a reasonable and standardized system is to ensure that business operations are carried out in an orderly manner. Various types of systems, both to constrain the behavior of employees, but also to avoid employees because of personal emotions, behavior and lead to damage to the company. The development of the system is to restrain employees, and the development of workflow is to better guide employees to standardize the operation.

The process of formulating the process, give full consideration to the needs of the work, require employees to work in accordance with the process, to avoid personal irregularities in the service led to customer complaints. Of course, with the constant changes in the enterprise, the process service also needs to be constantly adjusted and optimized to ensure smooth service.

Management is in accordance with the company's development of the implementation of the various systems of the process, in addition to the daily management of the process, managers also need to think y about the execution. With a good system and process, negligent management and implementation, all systems will be a formality, can not be implemented and realized, resulting in management work lagging behind. From the management of the work, the executive power is greater than the system, there is no executive power of the enterprise, all the systems are just sticking on the wall of the decorations.

As a manager, management is a word often mentioned verbally, all kinds of books, management magazines have talked about all kinds of management mode. Any management, need to be based on the development needs of their own business, the establishment of a set of suitable for the enterprise ` system, so that you can achieve the understanding and support of the staff.

Innovation is the process of converting creative ideas into useful products, services or methods of operation. Innovation is a necessity for the development of any enterprise. An enterprise without the spirit of innovation and the ability to innovate is an enterprise without a future. Some managers do not understand the importance of innovation, not to mention the spirit of innovation, sticking to the old rules, reading from the book, operating in accordance with the old management model and methods, resulting in more and more downhill business.

Innovation from the level of consciousness, the innate part of the benefit of personal thinking, then the acquired? The need for personal learning ability. A manager who knows how to learn, will continue to expand their horizons, increase their knowledge, learn from their peers good program, understand the differences between the industry and their own, so as to find a suitable method for their own hotel.

Innovation has management innovation, training innovation, marketing program innovation, customer consumption innovation, cuisine innovation, practice innovation and so on. Innovation is divided into ideology and behavioral form of two, ideology represents the entire management team for the degree of knowledge of innovation, while the behavioral form represents the implementation of various programs and implementation. A company with the ability to innovate, new management methods, new management tools, new management mode will promote the continuous growth of the enterprise.

technology is a very simple and easy to understand the word, customer consumption from the beginning of the hotel, feel the hotel's external image and environmental beauty, while feeling at home when the service, then the next customer's direct experience is the technical aspects of the hotel. Hotel technology contains what? Hotel technical services include food production, the taste of wine, but also now popular SPA service techniques, etc., these are part of the technical services.

Technical service is to consolidate the customer to come to the consumption of the law, the hotel environmental health and then good, image and then beautiful, service and then enthusiastic, detached from the technical service, can not retain guests for a long time. The most obvious is the hotel's food and beverage services, the environment policy, high-star hotel food and beverage services repeatedly frustrated, the door can be sparrow.

This phenomenon is not only that the national laws and regulations constrain the development of food and beverage, on the other hand, practitioners should think y about whether your hotel products are optimized for public taste, whether there is a hard product service. Five-star hotels cause officials to consume the main reason is to pay attention to the platoon, the taste is placed in the second place, once there is a disconnect between the officials consumption, the hotel became at a loss.

Objectively speaking, China is a traditional food culture, from the holiday party can be seen, the Chinese people can not leave the culture of eating, if practitioners can feel the importance of the product, quickly adjust the product structure, change the taste, will naturally lead to the real demand for food customers. spa technician as a rut, with a good technique, but also a kind of product, you can retain the customers who like spa. The customer who likes the spa.

What is skill, skill is public relations. Hotel marketing staff public relations is what? Customers; hotel other service personnel public relations is what? Solve customer problems; hotel managers public relations is what? Hotel major crises and emergencies. Marketing public relations means that the hotel's basic work, this article will not be discussed in depth. The hotel's biggest problem is to solve customer problems and major crisis public relations, which is a test of whether the managers have a holistic awareness of the important links.

In the process of customer consumption of all kinds of requirements, your hotel is to answer?Yes? or?No? Is to take the initiative to help customers solve the problem or tell the customer that the hotel does not provide this service? When a customer complains that a service is not timely, do your staff sincerely apologize to the customer? Do they ask for assistance from decision makers? Do they work with their colleagues to resolve the issue in a timely manner?

Many hotels treat the marketing department as a department specializing in marketing and public relations, and lack of full marketing awareness, in fact, is a lack of skills performance of an aspect. As a manager, you have a crisis for the public relations has how to solve the measures, the car park vehicles do not know who was scraped, the elderly into the hotel consumption accidentally fell, the customer cell phone lost no way to find and so on. These are common hotel PR matters, if the hotel authorities to deal with good, customers will become your permanent loyal fans.