Hotel post-reading feeling

After reading a work, I believe everyone will gain a lot. At this time, the most critical post-reading feeling cannot be forgotten. How should I write my thoughts after reading? The following is the hotel review I collected for you, hoping to help you.

I remember that just after I got this book, the word hotel management came into my eyes. The analysis of 181 cases attracted me deeply. As a student of hotel management, I think this book is worth reading deeply. This book covers management, service, marketing, design, front desk, finance, engineering, catering, human resources, security, corporate culture and other aspects, and almost shows the whole picture of hotel management. The hotel industry in China is maturing, but it is by no means perfect. Although as early as the 21th century, China hotel management model introduced Japanese TQC concept and CS concept adopted by developed countries. In order to standardize and standardize the hotel, we divide the hotel into different star hotels according to the hotel facilities, services and customer satisfaction rate. Its purpose is to stimulate industry competition, promote industry development and drive industrial benefits.

Hotel management needs profound cultural background and high-level quality of employees. Hotel management levels are generally in the form of pyramids, from the bottom of the tower to the top, from wide to narrow. The range of management is higher, the more difficult management is, the smaller the range of management is. The common hotel management in China is linear functional management. In this management system, leaders, managers and waiters at any level should be clear about their business scope, job responsibilities and the work skills and knowledge they should have.

in daily hotel management, we always keep in mind the concept of customer first. Around this purpose, we constantly improve the hotel management system. Everything we do revolves around this. A series of institutional changes, personnel training, incentives, rewards and punishments, and catering supervision are all aimed at achieving the goal of first-class hotels. In the book, I also read many cases of detailed rules of hotel management. In these cases, I saw the details of the hotel and the grandeur of the hotel; I appreciate the clear rewards and punishments of hotel managers, and also see the human touch of hotel managers; I have seen the efforts of the QC team and the fruits of the QC team's activities.

in today's society, it is no longer a short-term individual hotel, but a chain hotel is an inevitable trend of development. As a large enterprise group, it must be standardized and institutionalized. Enterprises need more high-quality talents. I remember the book once said that if a five-star hotel staff has not received professional training, then the hotel is actually no different from the vegetable market. The most talked about in this book is the mutual benefit relationship between customers and hotels. Customers enjoy the service of the hotel, and the hotel gets economic benefits from customers. Therefore, while pursuing profits, hotels should also deal with customer satisfaction. For a series of emergencies, we need our hotel managers to pay attention to details and handle them properly.

I remember a case where a customer booked a hotel room for his business partner. At this time, it is also the tourist season. Then I booked a room for two days. However, the partner delayed coming for one day for some reason. So the customer went to the hotel and indicated that he wanted to return the reserved room. However, due to the issue of hotel authorization, and the hotel does not want to lose the order. I even came up with a discount for staying for three days, but the customer insisted on unsubscribing. Finally, the lobby manager did not cancel the reservation in full, which not only caused the loss of the order, but also damaged the reputation of the hotel. It is the tourist season, and there may be customers staying in the unsubscribed rooms. Moreover, this customer is introduced by a permanent customer, which has a great negative impact on the hotel. Therefore, hotels must be flexible in this aspect of authorization, which requires rules to follow and laws to follow, and also gives employees a relaxed system and regulations. This is the same for the management of the hotel to by going up one flight of stairs, in order to ensure the hotel's high-quality star service. Management, basic service layer, interconnected, always keep information flowing, urgent and decisive decision-making, is often a challenge to hotel managers, but also the basic quality that hotel managers should have.

When dealing with customers, the most important thing for a hotel manager is to pay attention to details. There is a case that the waiter asked the chef to apologize. This story is about a guest attending a cocktail party in a five-star hotel. At that time, he was chatting with his friends while eating. Suddenly, his mouth clicked and he bit a small piece of iron, so he called the waiter and told him about the small piece of iron in the snack. The waiter immediately apologized very guilty. When the guest saw his serious apology, he was not hurt, so he didn't say anything and didn't intend to complain. The waiter apologized to the guest and left. The customer thought it was over. But to his surprise, about five minutes later, the waiter actually brought the chef to apologize to him. This hotel is so serious that its guests feel highly respected. The key to making this hotel a famous five-star hotel lies in its attitude towards mistakes and complaints from guests. Every employee can face mistakes with an attitude of respecting customers' rights and interests, which is the five-star' taste'. You can naturally push the hotel's products and services to the realm of perfection. The formation of five-star taste comes from the influence of management system and the inspiration of leaders at all levels, which is the source of corporate culture. The "humble" waiter in this five-star hotel can call the "powerful" chef to take responsibility, which is that it is incredible to follow the traditional "rules" in the hotel industry. However, the waiter did it. It has fundamentally broken the conventional management system and the strong support of corporate culture. In fact, it is not easy to truly implement high-level services in the fierce market competition.

the implementation of high-level quality management objectives must be achieved through the interaction between excellent corporate culture and strict management system.

As hotel facilities are often used by customers, it is inevitable that the loss of facilities and equipment will occur. At this point, we will encounter the problem of accountability. Is it the customer's compensation or the fatigue damage caused by the outdated hotel equipment? There is a case in the book that goes like this. In the morning, the reception desk of a hotel thought that the female guest had an argument with the waiter who was checking out. The guest with a train ticket in his hand said to the waiter anxiously, as if helplessly, "Hurry up, isn't it 51 yuan money? I will give it to you! " The guest handed fifty yuan to the waiter, turned around and scurried away, and left behind the front desk "Miss, your 51 yuan invoice". Before entering the taxi, she dropped a sentence that stunned the lobby manager: "Isn't it 51 yuan money? I won't live here next time. " When this matter was reported at the regular meeting of the office, the general manager put forward three questions for the participants to discuss at the manager meeting:

First, what caused the hair dryer to be damaged?

second, what is the basis for compensation from 211 yuan to 51 yuan? How much authority does the front desk attendant have to deal with similar situations in an emergency? Who's wrangling?

thirdly, what will happen if the guests are not allowed to pay compensation? In view of these problems, after reviewing the hair dryer in the guest room, the relevant personnel found that the hair dryer button in the above-mentioned tenant was damaged, not because of the guest, but because of the equipment. In this regard, the hotel management put forward three corrections: first, mail 51 yuan to the guests according to their registered addresses; Second, the compensation amount is decided by the front desk, and the housekeeping waiter is only making a reference, and the compensation is decided by the front desk; For such problems, as long as you complain to the lobby manager, the lobby manager can handle them with full authority and try to satisfy the guests. The compensation for the damage of hotel room supplies and facilities is complicated, and the management should adopt the methods of classification, scale setting and moderate authorization. Compensation should not only master the principles, but also be handled flexibly according to the situation, and the format clauses unilaterally set by the hotel must not be adopted. Managers can't make the same mistakes repeatedly. To err is human. But introspection after making mistakes is very important, and it is also an important step for a manager to grow up. A manager may make a mistake for the first time because he didn't know it, and he can forgive it. He may make a mistake for the second time because he was careless, but if he makes the same mistake for the third time, he can only say it is intentional, but he can't be forgiven. I'm not afraid of making mistakes, but I'm afraid of not summarizing and reflecting. It is terrible to know that it is a mistake and not correct it.

This book also tells many cases about customers. There are many problems that often occur in practice, such as customer credit, employee rewards and punishments, hotel renovation, employee job-hopping, deposit handling, and waking guests up by mistake. I won't list them one by one. This book is close to reality and life. Presented us with a real scene of the hotel. In a narrative tone, a series of stories. The story is true and thought-provoking. As a hotel manager. No matter which department, always keep the information flowing. You can't generalize, take it out of context, and you can't be indecisive. Sometimes time also needs to be carefully calculated for customers. We should not delay the precious time of our guests because of trivial matters. Whenever and wherever, we should follow the company's corporate culture, and the company's regulations should be flexible. At the same time, as a hotel manager, his image is extremely important. First of all, he must give people a more serious and close feeling, so he must constantly improve his image, keep his hair clean and tidy, should not have long nails, and keep a professional and pleasant smile. When solving problems, always remember to satisfy and respect customers.