Hotel management is no small matter. Any aspect of hotel management may be crucial, and every detail of hotel management may be related to success or failure. To sum up, hotel management can not be separated from the following eight things:
1. Hotel quality management
What is the key to hotel success? It can continuously provide high-quality products and services that meet customer requirements and can be satisfied and trusted by customers. Quality management is the most basic element of hotel management, and the most basic idea is to investigate and analyze every process of hotel operation, so as to determine the overall situation of quality management.
2. Hotel energy management
Strengthening energy management is an eternal topic in hotel planning, construction and operation. As a hotel manager, we should pay attention to building energy saving, equipment energy saving and personnel energy saving, and properly handle the distribution and use of energy. In short, the goal of energy management is to minimize the energy consumption and supporting renovation project costs of the hotel throughout its life cycle.
3. Hotel customer management
Hotels achieve business benefits by providing products and services. As the recipients of products and services, customers are very important to hotels. Hotels with customers have the foundation for survival and development, while hotels with stable customers have valuable resources for market competition. The essence of customer management is customer development, customer service, customer promotion, customer maintenance and promotion of customer value through investigation and analysis.
4. Technology R&D management
Hotels are labor-intensive industries, and the technical threshold is very low. If powerful enterprises in other industries value this market and compete, they will soon develop hotels that exceed the benchmark operating level in terms of technology, quality and cost, and soon become strong competitors. The growth rate of new hotels is often amazing. If hoteliers can't make use of the temporary technical and empirical advantages, seize the opportunity to continuously develop new products, continuously improve product performance and improve technology R&D management capabilities, it is often fatal to hotels.
5. On-site service management
The service quality of a hotel is closely related to the interests of the hotel. Customer satisfaction is mostly determined by this. The service quality is formed in the process. To control the service quality, it is necessary to strengthen the process design in advance and solve the problems of people, facilities, materials, methods and environment that affect the process. Face customers with a good service system.
6. Hotel management by objectives
Management by objectives is the most concentrated embodiment of modern enterprise management. What kind of goals should an enterprise achieve in the near future? Make detailed plans to reflect the will of managers and the purpose of reaching the standards and making progress. Management without objectives means management without quality.
7. Departments and managers
(1) Management of various departments. In the operation of the hotel, the coordination between departments is particularly important. A hotel is a whole operation, and each department plays an important role. No matter which department has problems, it will affect the overall operation of the hotel.
(2) self-management of managers. Managers must pay attention to the changes of internal information and external environment of hotels in order to overcome their complacency. Constantly learn and update knowledge, constantly pursue higher work goals, and maintain work vitality and exuberant vitality.
8. Hotel innovation
Innovation is one of the main means to win an advantage in the fierce market competition. For the hotel industry, innovation is of great significance. Because hotel products and services can be easily imitated and copied. In the case that products are easy to be copied, managers should avoid the attitude that since I launch new products and others can copy them quickly, I will not try to innovate. This attitude is not desirable. What managers need to advocate is another attitude: continuous innovation, being at the forefront of innovation in the same industry, taking the lead and winning with new ones.
further reading: hotel management rules
the management of catering quality determines the reputation and benefits of service units in a sense. Kitchen is the core of catering, and its management is an important part of catering management. The management level and quality of kitchen products directly affect the characteristics, management and benefits of catering. First of all, the main purpose of health management in catering industry is to provide guests with hygienic and safe meals. If health management is neglected, the impact may affect many people, and its seriousness cannot be ignored. Therefore, the hygiene of catering industry is the primary condition to ensure the health of diners, and it is also an important factor affecting catering. Catering service staff should learn and abide by the food hygiene law promulgated by the state, and pay strict attention to the hygiene of food, individuals, utensils and the environment. From the perspective of food hygiene, it is generally believed that the environment of catering industry consists of four parts: kitchen, all food processing, storage and sales places, washing room, staff locker room and bathroom, and garbage room. The sanitary quality of these places is mainly reflected in the following aspects.
1. Sanitary management of walls, ceilings and floors. Kitchen walls and ceilings should be made of light-colored, smooth and oil-free materials. The interior wall made of cement or brick should have an easy-to-clean surface, and all kinds of electrical circuits and water and gas pipelines should be set up reasonably, which should not hinder the normal cleaning of walls and ceilings. The kitchen floor should be paved with durable and flat materials, which must withstand repeated washing, so as not to be cracked, softened or slippery due to the influence of high temperature in the kitchen. Generally, non-slip unglazed floor tiles are ideal, and anti-slip mats can be laid in passages and operation places when necessary. At the same time, the ground should have a slope, with a standard slope of 1% to facilitate washing, drainage and drying. Walls, ceilings and floors should be maintained in time and kept in good condition, so as not to shelter evil people from evil practices and breed cockroaches, rats and other pests.
2. Sanitary management of sewers and water pipe installations. Infectious diseases and food poisoning caused by improper installation of sewers or water pipes are nothing more than the cross installation of drinking water pipes and non-drinking water pipes, the leakage of sewage pipes, the blockage of sewers and the backward flow of sewage, resulting in the pollution of food and cookers. Therefore, all places where sewage is discharged and the ground is washed by faucets, such as roughing rooms, stoves, kitchen washing rooms, etc., must have separate sewers and manholes, and the diameter of the manholes should be large, so as to avoid blockage caused by oil dirt freezing in cold seasons. Drinking water pipes should have backflow prevention devices, and non-drinking water pipes should be clearly marked. Cross installation of drinking water pipes and sewage pipes should be avoided.
3. Hygienic management of ventilation and lighting equipment. Kitchen, storage room, washing room, dining room, dressing room, toilet and garbage room should have good ventilation equipment. Kitchen should be equipped with smoke exhaust hood, exhaust hood, so as to discharge the oil fume, moisture, hot air and bad smell generated by cooking and washing, and prevent oil fume and water vapor from dripping on walls and ceilings and polluting food and cookers; At the same time, there should be ventilation equipment to input hot air or cold air to adjust the temperature in the kitchen. Advanced ventilation equipment can make the air in the kitchen generate slight negative pressure, so as not to make the smell in the kitchen flow into restaurants or other public places with the air. When the light is bright, the dirt will be particularly conspicuous. In a dim environment, cleanliness is out of the question. The kitchen, warehouse, washing room and bathroom of the restaurant should be equipped with corresponding lighting equipment according to actual needs. It is worth mentioning that explosion-proof lamps should be installed in kitchens, restaurants and other important places, or protective covers should be used to prevent glass sheets from hurting people or scattering into food when the light bulb bursts.
4. Hygienic management of hand washing equipment. Hand washing equipment should include hand washing basin, hot and cold water, soap or soap liquid, special towel or blow dryer. Hand washing equipment should be overhauled and cleaned on time, and sanitary articles should be replenished in time. The pool used for food processing or washing equipment and kitchen utensils in the kitchen cannot be used for washing hands.
5. Sanitary management of dressing room and toilet. Employees' casual clothes often bring germs from the outside, so they can't wear them to work or hang them in the kitchen, warehouse or bathroom. The hotel should have staff locker room facilities, so that employees can change their clothes and store personal belongings when going to work. The dressing room should generally not be close to the kitchen, warehouse and dining room, and it should be well ventilated and well lit, and equipped with sanitary equipment such as shower, sink and mirror. The hotel should have a bathroom for employees to avoid employees sharing the bathroom with guests. Bathroom equipment should be complete. If automatic faucet is used in the sink, the water outlet time should be no less than 1.5 seconds to avoid starting the switch again. Articles such as toilet paper and soap should be replenished in time. Staff toilets should be located in hidden places, and entrances and exits should be equipped with automatic door closing devices. It is the responsibility and obligation of every employee to keep the dressing room and bathroom clean and hygienic. You can't be careless just because the dressing room and bathroom are used by employees.
6. Garbage management.
(1) Disposal of gaseous garbage. Gaseous garbage refers to the oil fume discharged from kitchen range hoods. Soot not only causes pollution, but also easily causes fire, so be sure to handle it carefully.
(1) the oil fume should be led out of the building by a special pipe, and the conduit should be made of fireproof materials.
② it is very important that the oil fume pipe should be equipped with an automatic gate, and the pipe can be automatically closed when the temperature is too high, so as to cut off the fire path and prevent the flame from spreading.
(3) The oil dirt on the inner side of the oil fume pipe should be removed by a special person every two weeks, or plastic sheets or aluminum foils should be attached to the inner side of the pipe to facilitate washing. (4) When the oil fume is introduced into the treatment tank, the nozzle should be immersed in the water in the tank (soda water can be used to dissolve oil droplets), and the surface of the treatment tank should be exhausted by an exhaust fan to cause negative pressure in the closed tank and improve the efficiency of the range hood.
(2) Disposal of liquid garbage. Liquid garbage includes toilet sewage, excrement and kitchen sewage. Generally, there is a special tube for excreta removal, and kitchen sewage is directly discharged into the drainage ditch.
① The toilet should be flush type, with proper lighting and ventilation equipment, and there should be no odor; The floor should be kept flat and dry; Every toilet needs to be equipped with a covered trash can and treated frequently; The kitchen and toilet should not be adjacent to each other to maintain kitchen hygiene; A washstand, hand sanitizer and dryer are arranged at the entrance of the toilet; Clean the toilet at least twice a day.
② When kitchen sewage contains organic matter, it should be treated and filtered before being discharged.
③ The swill bucket should be a solid, movable and covered container, and the swill should not be poured excessively to avoid overflowing; It is better to treat swill daily; After the swill is removed, the swill bucket and its surrounding environment should be washed and cleaned; When swill is given to pig farmers, pig farmers should first disinfect and heat to deodorize; Otherwise, the swill can be separated into solid and liquid by centrifugal dehydration, and the solid can be wrapped in plastic bags and sent to the garbage truck for treatment; The liquid can be discharged into the sewage tank.
(3) solid waste treatment. Solid waste mainly comes from the kitchen and should be classified for treatment. Firstly, the garbage is divided into combustible materials (such as cartons and wooden cases) and non-combustible materials (such as broken tableware), which are put into garbage bags and put into various trash cans, and the trash cans are covered. Empty bottles and cans can be collected, sold or returned. They should be rinsed first and put in a closed storage room to avoid attracting flies, cockroaches and rats. Residual vegetable leaves can be ground by a grinder and then discharged into the sewer, but the sewer needs to be treated with oil interception.
7. Eliminate vector insects and animals.
(1) pest control.
① chemical prevention and division chemical prevention and division is a method of using chemical agents to prevent or poison insects and rats. About 75% ~ 81% of people use this method to control pests and rats. Before using chemical agents, it is best to consult with experts from pest control or health units to determine whether the type, dosage and mode of use of chemicals are within the scope of use permit.
② physical division prevention. Physical prevention and division includes killing method (killing eggs, larvae or adults of pests with bare hands or using instruments), trapping method (luring insects and rats with appropriate devices to kill them), blocking method (using appropriate devices to block insects and rats from approaching, such as netting, shielding, airflow control, etc.), and temperature treatment method (killing insects and rats with the highest and lowest temperatures that they can tolerate, such as exposing or refrigerating stored materials with sunlight.
③ division prevention in environment. Environmental prevention and division The method of keeping the environment clean and tidy to reduce the survival rate of pests and rats is mainly to eliminate the places that provide food and water for the reproduction of pests and rats. For example, all utensils and tableware related to food preparation and supply should be thoroughly washed and disinfected after use. Any cloth used to contact food can not be used for other purposes. Gaps in buildings or equipment can be filled with resin sealing wax or other similar substances. Garbage and waste must be put into sealed barrels, and the outside of the barrels should be kept clean. The sundries in the basement, storage room, warehouse and surrounding areas should be cleaned at any time.
(2) Control of flies. There are many kinds of flies, but housefly is the most important one related to food hygiene. Houseflies mostly live near food or spawning grounds during the day, and they like to choose rough surfaces when staying, especially the edges of utensils, such as belts or wires, especially vertical objects. At night, most flies stay outdoors, on the branches and leaves of plants, shrubs or fences; In warm climate, houseflies usually stay outdoors. The best way to control houseflies is to prevent division by environment.
In addition, buildings should use automatic doors as far as possible, and screen windows, screen doors or air doors should be installed at external openings and doors and windows, and fans should be installed to prevent the invasion of houseflies. Outdoor overgrown weeds are a paradise for flies and mice, which can be cut short or eradicated by chemical herbicides or lawn mowers.
(3) Control of cockroaches.
Cockroaches like to live in warm, humid, dark and food-rich places. During the day, they usually hide in gaps, behind cabinets, empty boxes and empty walls, and come out to feed at night. Cockroaches need proper food, water and shelter before they can survive. Therefore, the prevention and control of cockroaches should focus on improving environmental hygiene, and the first step is to limit the living conditions of cockroaches, so that cockroaches cannot survive. Secondly, it is necessary to close or repair the entrance of cockroaches into the room from outside or near the house, paying special attention to water pipes or other similar pipelines. 3% ~ 5% marathon or 1% Baigong emulsion can be sprayed on cracks and gaps in walls, floors, foundations and cabinets.
(4) Precautions in pesticide selection. When choosing to use pesticides, we must consider the chemical composition, concentration, temperature, sterilization reaction time, application method, dispersion of pesticides, characteristics of disinfected objects and so on. In view of the above considerations, we should pay attention to the following points when choosing pesticides:
① It must be effective against harmful microorganisms and germs.
② sterile, odorless and tasteless.
③ It can contact with skin and substances without harm; It will not corrode rubber, plastic, metal, wood, glass, etc.
④ it is easy to operate, economical and practical.
⑤ evenly wet all kinds of surfaces and leave a protective film.
⑥ It is still effective in the presence of protein and fat.
⑦ it has high cleaning efficiency.
⑧ It can be stored for a long time, and neither the stock solution nor the diluent will lose its activity due to storage.
8. Store cleaning tools and supplies separately. Cleaning agents, disinfectants, silverware powder, ammonia water, rodenticide and insecticide, etc., must be managed by special personnel and stored and used specially. Except for the necessary articles that can be stored in the washing room at any time, the above articles and cleaning appliances such as brooms, mops, vacuum cleaners and brushes should not be stored in the kitchen, food warehouse and storage room. Therefore, in addition to the containers of the above-mentioned harmful and toxic articles, there must be eye-catching signs to avoid taking them by mistake or misuse, and a separate cleaning room should be set up to store them.