I have been working in hotel management for six or seven years, and my experience in serving many hotels has given me some opinions and opinions on hotel management and service. I just want to take this opportunity to discuss and study with you. First, let's talk about management. The so-called hotel management is the floorboard of management activities such as planning, organizing, directing, controlling and adjusting in the process of reception service, in order to make the hotel achieve the established business goals. My understanding of this sentence is to let the right person go to the right position to complete the task that should be completed. It seems simple to do well, but it is not so easy. I usually use the following methods in my work: a management by objectives: plan goals and action plans with subordinates, and use assessment to guide and check their work performance. When we make a plan, we should pay attention to several points: a, we should not blindly pursue short-term interests; b, plans and goals should be practical; c, all employees should participate effectively; d, we should revise and follow up according to the situation in time. For example, when I worked out the monthly turnover and profit of a hotel's recreation department (38 KTV rooms are divided into two areas plus a small demonstration bar), I used the following methods: 1 According to the actual situation and the monthly report, I planned to distribute the turnover to three areas in proportion, and then distributed the task amount of each area to the service personnel in each area step by step, and made clear the sales targets of everyone (wine promotion, waiters, marketing and management personnel, etc.), such as the number of reservations and the number of rooms opened. 3. Make energy-saving and consumption-reducing plans, such as water and electricity consumption, consumable consumption, cup breakage rate and product quality. B Standardized management: Hotel management is a complex and comprehensive systematic work, and it should be standardized, streamlined and institutionalized step by step, instead of relying solely on one person or some experience. Standardization: refers to the written documents about the quantity, quality, time and attitude of the work formulated according to the hotel post. It is the staff's activity standard and code of conduct. For example, the employment standards of hotel employees, the staffing standards of departments, the use standards of trays, and the sanitary standards of guest rooms. 2. Streamlining: it is in accordance with the regulations on management steps formulated by the project. It can make our management work orderly, all departments effectively connect and the whole service system smooth. For example, VIP guest reception process, front desk check-in process, facility warranty process, regular meeting process, etc. 3 Institutionalization: It means that strict rules and regulations should be established in hotel management. It can ensure that all links are standardized. Such as attendance system, reward and punishment system, assessment system, etc. It is suggested that employees check the completion of the work in accordance with the procedures and standards at any time. C employee motivation: create a good corporate culture and establish the status of employees as masters by means of material motivation, goal motivation and spiritual motivation. D On-site management: Management is a practical science. Only by going to the site for reasonable and effective planning, organization, coordination and control can it operate normally with high quality, high efficiency and order. On-site management requires managers to be familiar with service processes and service specifications, be able to catch problems keenly and solve sudden problems on site quickly and effectively. Among the four management methods mentioned above, I think on-site management is particularly important, because on-site management helps managers to quickly grasp the first-line state of business, grasp the information of customers and grasp the business dynamics. Thus, the management level can be improved quickly, the management layer and the operation layer can be communicated, the information transmission and out of control can be reduced, and the service quality and management level can be significantly improved. Second, let's talk about service. Service is a very vague concept. I have read a lot of materials, and they have different concepts of service. I think that as far as the hotel industry is concerned, service is to provide convenience for others for a fee. Serving guests is the real and all-round job of hotel employees. Although hotels are usually divided into many different departments with different basic job responsibilities, the purpose of the work done by each department is very clear, that is, to serve guests and satisfy them. I have summarized some service principles for your reference. Service principle one: be honest and caring among us, guests and employees. Honesty is the most important and precious quality of everyone. Without honesty, there is no trust. The hotel requires its employees to be honest with guests, management, colleagues and themselves, and to show their positive attitude and desire to do things well with care, so honesty and care are the cornerstones of the hotel team. Service Principle 2: In every contact with guests, we should try our best to serve them as much as possible. Strictly following the standard service is only the lowest acceptable service provided by the hotel. However, hotel employees need to try their best to do more, exceed the expectations of the guests, and be careful not to go too far. Therefore, hotel employees should predict the needs of different guests and treat them differently. Service Principle 3: To provide consistent service for guests, we always rely on the hotel's unified service standards and working procedures, which every hotel has to do at least, and there is no better way, because with this standard, hotels can build a standard system and operate smoothly. Service Principle 4: We should ensure that our service process is beneficial to guests and convenient for employees. Every hotel does not encourage rigid service. Sometimes hotel service personnel need to provide one-stop service for guests, so service personnel must pay close attention to the needs of guests, draw opinions and improve service quality in their usual work. Service Principle 5: We should create a working environment that is beneficial for employees to realize their personal ambitions and career success. As a hotel, we should provide employees with a development plan, step by step, and create more opportunities for employees. Let the hotel help the staff to give full play to their personal intelligence within their power. Service Principle 6: We should consciously challenge every working procedure to make it perfect. Hotel employees should be innovative, constantly seek better and new service methods, and recognize and support good opinions and suggestions. Only in this way can our work be continuously improved. Service Principle 7: Satisfying guests is the primary task of employees. As mentioned above, service is the basic feature of the hotel industry and the most basic quality that all hotel employees must have. All management must be based on serving guests and employees. No matter the general manager or ordinary employees, they should abide by this rule, not just asking ordinary employees to pay attention to gfd, courtesy, etc., but should implement the service in all hotel management work. The above views are purely personal understanding, and it is inevitable that there are one-sided and shortcomings. I hope colleagues will correct me.