The competition in the hotel industry is, in the final analysis, the competition for talent. The core problem of management is the problem of people. There are more and more cases of using human resource management in hotel management to gain competitive advantage.
Case: Newspapers and magazines continue to publish articles reporting the poor state of the service industry, the front-line staff mistakes, poor attitude is simply to ignore the customer. Suffering from a lack of skilled staff and high turnover rates, the service industry must breathe new life into the businesses that engage with customers. Analytical studies have shown that when a person is highly motivated, he or she will work hard and proactively to provide the best possible service to the customer; when not motivated, he or she will save as much energy as possible. The first task of the modern manager is to ignite the fire of passion within his employees, to drive them to excel in their work, and to achieve the optimal performance expected by the organization. Outstanding leaders in business have recognized that only "people-centered" business management can survive, develop, and thrive in today's competitive environment. Management is an art, employee motivation is the art of art, employees are the soul of the enterprise. Design of effective staff incentives to improve staff motivation. So that it can be in different corporate cultures, different organizational structures and different business environments to play its maximum potential, so as to achieve the desired goals of the organization. First of all, let me put the incentive method is divided into three categories: material incentives, spiritual incentives and incentive mechanism design, through the analysis and understanding of these three categories, in order to allow us to understand the role and significance of incentives, so that we can establish an effective incentive system for the enterprise. Below we divide the methods of incentives into two categories: material incentives and spiritual incentives; through the understanding and knowledge of these incentives in order for us to realize the role of incentives. Chapter 2 Material Incentives Material incentives refer to the method of encouraging workers to work through material stimulation. Its main forms of expression are positive incentives, such as paying wages, bonuses, allowances, benefits, etc.; negative incentives such as fines. Material needs is the first need of human beings, is the basic motive for people to engage in all social activities, so the material incentives is the main mode of incentives, but also at present China's enterprises within the use of a very common mode of incentives. 2.1 Positive Incentive Method
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Reward refers to the positive affirmation and recognition given by the hotel organization to the employee's good demeanor or work performance. Reward as a means of employee motivation, the purpose is to prompt the rewarded employees to maintain and promote their exemplary behavior, and become a role model for all employees, to stimulate the morale of the workforce to play a positive role in promoting. The use of this tool should also pay attention to the following points: (a) rewards in a timely manner, and incentives to continue to innovate. (B) pay attention to other
Employee's psychological guidance. Continuously set new goals, downplay the past and focus on the future, to establish a correct view of fairness. (iii). Emphasis on group incentives, in the modern hotel activities in the realization of organizational goals, the dignity and achievements of individual employees, need to go through the group's *** with the efforts to be achieved, so pay attention to group incentives, is conducive to the formation of a unified ideological understanding in the staff to enhance cohesion to improve the competitiveness of the staff. 2.2 Negative incentive method
Punishment is a negative incentive, is a modern hotel in order to correct the poor behavior of employees at work, and only to take a compulsory measure. Applied properly, the improper behavior can achieve a good deterrent effect. But can not be punished mainly, only as an auxiliary means, otherwise it will be counterproductive. In the use of this means to pay attention to the following points: (a) can not be punished without teaching. Education should be put in the first place, the recidivism or serious consequences of the implementation of punishment, and pay attention to can not be punished instead of management. (B) choose a reasonable and effective way to punish, and not too large a blow, but also pay attention to not wholesale denial, to small is big, hurt the psychology of employees. (C) the flexibility and principle to the combination of adherence to principle, law enforcement should be strict. In strict accordance with the provisions of the system under the premise of a certain degree of flexibility is completely necessary, so when the incentive to be strict and reasonable, strict and reasonable, so as to achieve the purpose of education of a large number of people, although the material incentives are not omnipotent, but we have to reasonably use material incentives of this a double-edged sword. For example: in the Chau Chi Group has such a management program, when employees come to the company on the first day of work, the company will be some of the staff's family economic conditions and other aspects of an understanding of this understanding of the establishment of the staff's personal data, in the day-to-day work of the relevant personnel to analyze the information in the future work, the managers will be on the previous analysis of the implementation of effective incentives for the staff program. Comprehensive understanding of the needs of employees and the quality of work, constantly according to the situation to develop precise incentive methods, so as to mobilize the hotel every for the staff to achieve the desired performance. Chapter 3 of the spirit of incentives, the American management Pitt has pointed out that "heavy reward will bring side effects, because high bonuses will make each other blocked news, affecting the normal development of the work, the whole society will not be the right atmosphere". Therefore, the enterprise with material incentives alone may not be able to play a role, so there is another incentive method - spiritual incentives. On this incentive I roughly divided into the following types: target incentive competition incentive and participation incentive. 3.1 target incentive method
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In the modern hotel management, the humanized management has been gradually rising to the mainstream of the management concept. Humanized management of modern hotels, on the one hand, to customer satisfaction, emphasizing customer-centric; on the other hand, to put employee satisfaction in an important position, emphasizing that the hotel should be staff-oriented. "Employee first, customer second" means that there is no satisfied staff, there is no satisfied guests. This paper argues that the concept of humanized management should be introduced into the management of employees to improve the quality of hotel services, to achieve employee satisfaction, in order to achieve greater customer satisfaction and faster development of the hotel.
Keywords: humanized management, service quality, motivation
Modern hotels have been paying more and more attention to the humanized management of the staff, which is not only the need for civilized hotel management, but also the need for sustainable development of the hotel. Employees as the main body of the hotel's external services, you can make you more reputation, you can also make you notorious; he can bring you wealth, the same can also bring baggage; can make you as good as the day, you can also make you bankruptcy and closure. Such a conclusion is not appalling, is the reform of the economic system to this fast-paced society to bring about inevitable changes - people change.
I, humanized management of the service industry, the impact of service quality
(a) the quality of the hotel's life
Quality is the life of the hotel this concept has become a contemporary hotel managers **** knowledge, the same, for the sale of hotels, hotels, restaurants, the quality of service is directly related to the survival of the hotel. For a long time, China's hotel industry mainly relies on price as a means of competition, the quality of service has not been able to get enough attention, in the long run, this way of doing business is not desirable. Because this short-term competitive strategy does not help the long-term development of the hotel. In today's society, only quality service as a guarantee, the hotel can have credibility, market and efficiency.
(B) management should be people-oriented
Hotel management, in the end, is the management of people, therefore, the hotel management must be people-oriented, the hotel's various resources only through the scientific control and use of people in order to play its due role in the management process, only to make the best use of their talents in order to make the "no waste of goods. "Nothing is wasted". Humanized management is a dynamic development process, but also the natural and social attributes of the human form of expression of the process of orderly organization and transformation. Humanized management is roughly divided into four development stages: interpersonal power management stage, interpersonal communication stage, cooperation management stage, dedication management stage. This stage of development is actually the process of integrating corporate culture with employees' personal consciousness or cultural awareness.
(3) Improvement of management contributes to the improvement of service quality
In order to improve the quality, the hotel should set up a perfect system and make sure that all the employees can get the training tools necessary for them to do their jobs well, so that the employees do not lose self-esteem and get satisfaction and pride in their work because of the quality of their work, which requires that the managers first listen to the employees, and then respond to their This requires managers to first listen to their employees, then respond to their opinions and suggestions, and if necessary, to provide incentives to those who offer them. As engaged in the service industry we may have a **** the same feeling: there are many subtle relationships between people, correctly deal with these relationships you will feel comfortable doing things. When you make a mistake in the work, your colleagues, bosses, friends did not point out your mistakes, did not tell you the danger of it, but instead of patting you on the shoulder and said it's okay, for you to hide the fact that this is "to speak of favor". "Humanizing" is not allowed in management, and it may even make your work worse. However, humane management is different. Although "humane management" allows you to make mistakes in your work, it will tell you that it is wrong to do so, what kind of harm it will bring, and how you should do better. This forgives you, so that you do not always have to worry about what faults in the work of your supervisor in mind blame you, your colleagues how to look at you, but to make your passion for the work will be higher, more love for your work, the work goal will be more clear
Two, the hotel management, "humane" connotation
The so-called humane management is a kind of management in a way that is not only the best in the world, but also the best in the world, the most important thing is that it is the best in the world. The so-called humanized management, is a hotel management process in the whole pay full attention to the elements of human nature, in order to fully explore the human potential for their own management model. As for its specific content, can contain many elements, such as respect for people, adequate material incentives and spiritual incentives, to provide people with a variety of opportunities for growth and development, focusing on business and personal win-win strategy, the development of staff career planning and so on.
Employee relationship management is the focus of hotel management. Especially in the era of the financial crisis, the staff's work pressure, life pressure are increasing, how to maintain a positive attitude to work? How to maintain a good mood to establish teamwork? Humanized management requires managers to listen to employees' voices and respect their opinions. Employees encounter problems in the work, more teaching and incentives, less verbal scolding. Employees encounter difficulties in life, more care and help. Can set up a general manager mailbox and the establishment of the box, the establishment of effective communication channels.
Respect for employees is the inevitable requirements of humane management, only the private identity of the staff is respected, they will really feel valued, be inspired to provide quality service to the guests will really from the heart, only willing to mingle with the leadership, stand to the leadership position, take the initiative to communicate with the leadership ideas to explore the work, to complete the leadership of the instructions handed over to the willingness to work for the team to pay the honor. Respect for employees is to give them a private place to live and work. Respect for employees is to give employees a private space, even during working hours. As management you can not and can not be supervised at all times in the side of the staff, you can do is to guide and help employees to learn time management, the use of their own time, to do their own duties within the scope of work planning and planning, do their own development plan, with plans and goals to manage employees.
(A) scientific use of people
As each person's personality, interest, work ability is different, suitable for different positions, in the case of conditions permitting the hotel management should allow employees according to their strengths and job adaptability, reasonable adjustments between the various positions as far as possible to put the staff in the right position, so that employees have the opportunity to give better play to the initiative and ingenuity, so that the staff can have the opportunity to make the best use of their own time. Motivation and intelligence, to make the best use of talent, and as hotel managers should also examine the quality of each person, skills and whether they are engaged in the position is appropriate, because of the talent, because of the use of talent, with good professional qualities and strong ability to cultivate outstanding staff, and to do a good job in the selection of the promotion of the preparations for the progress of the staff to provide the opportunity for the development of the staff.
(2) performance appraisal
In the assessment of the hotel staff assessment work to be fair, fair, objective reflection of the quality of the staff's work, to overcome prejudice and bureaucracy, through the assessment, so that the staff to make clear their own achievements or shortcomings in their work, prompting them to play to their strengths in their work, improve the shortcomings, and strive to achieve the hotel's business management objectives.
(C) interview method
The attitude of the staff depends on their love or hate of the work environment, then improve the environment can improve their satisfaction or motivation, in some issues employees are more willing to vent their dissatisfaction with the hotel's rules and regulations and methods of talking to the staff to vent their dissatisfaction and become comfortable, so managers are trained to enable them to listen to and understand the ideas of workers. Can listen to and understand the ideas of workers, can pay attention to the human factor, so as to promote the improvement of interpersonal relations, staff morale and improve the quality of service.
(D) incentives
1, material incentives: when the staff performance is excellent or contribute to the hotel should be given to the staff of the corresponding rewards, such as additional prizes or other material prizes, in order to incentivize him to create more quality service.
2, respect and self-fulfillment incentives: hotel staff have a positive, not resting on their laurels psychological tendency to want to be recognized by society, praise and respect, hotel managers should take advantage of the situation, the establishment of a number of honorary titles, so that the hotel has a greater contribution to the achievement of the staff to obtain these titles, such as the Smile Ambassadors, outstanding employees, excellent supervisors and so on, for the granting of Honorary title of the staff to actively promote, expand the impact of incentives to its employees.
3, goal incentive: managers take into full consideration, the difficulty of the goal and expectations, in the development of the goal can let the staff *** with the participation, rather than blindly under the impossible goals and performance, so that employees feel that the management does not care about the intensity of their work and ability to work.
4, trust incentive: stimulate the sense of responsibility, creativity, so that employees feel that I am trusted, respected.
5, role modeling incentives: his body is correct, do not order and act: his body is not correct, although the order does not work. The power of example is infinite, management should give employees to set a good example, so that employees can obey the leadership. Get a variety of name of the staff every day, consciously or unconsciously influence the surrounding staff, their body of the flash of light, often on the surrounding staff to play a guiding role.
Three, the hotel humane management status quo
(a) whether the authority to grant employees
In the hotel's traditional pyramid-shaped management organizational structure, the first-line staff to report upwards, then layers of command. If the hotel can grant moderate power to the reception staff, in the reception of some of the problems encountered in the guests, the relevant staff can be within the terms of reference to quickly reply to the guests, flexible for the guests to solve. Therefore, the best way is the general manager to the department manager, the department manager to the competent foreman to delegate authority, the foreman finally to the staff to delegate authority, a level to put a level, responsibility and power, granting employees a certain degree of authority.
The hotel staff directly to the guests to provide services, and guests face-to-face contact with the most, when guests have any dissatisfaction or what requirements, often require direct service from the staff to get fast and satisfactory answers so as not only to improve efficiency, but also to maintain the hotel's image, to do guests and the hotel's double satisfaction. Such as a guest at the end of the banquet asked for a discount, according to the regulations of his standard discount from the standard is still missing a table of banquets need to ask the manager, but the manager is not in. Foreman would like to play, because according to the catering sales, he believes that the manager will also play, but he is still hesitant, afraid of exceeding the authority to be criticized. This is where the manager fumbled by not telling them they could exceed their authority under certain circumstances. If the advance accounted for, the guests are happy, the foreman is very dignified, not only in front of the guests, said to the manager afterwards will also get the manager's trust and praise, really a few things. But in the process of authorization, the hotel must not be blind and lack of norms, should be done in a moderate authorization, and to follow certain guidelines, that is, choose the person for the matter, to be able to authorize. The authorized person must give effective guidance and supervision, standardize the management of authority and responsibility.
(B) can mobilize the enthusiasm of the staff
Satisfy the needs of the staff to mobilize their enthusiasm these conditions include: challenging work (especially for young employees); can produce a sense of personal achievement; good work and performance to express affirmation and appreciation of words; the expansion of the scope of responsibilities, the work of the opportunity to improve further training and enhancement; their own sense of status in the hotel and the sense of contribution; with the Employee-related work opportunities.
The hotel staff in the guests to provide quality service to a large extent is the need to get the leadership of the affirmation, if the staff performance is very good, but the foreman in charge of not at all to affirm him, then his work enthusiasm will certainly be destroyed, naturally, he will form a lazy work attitude so that in the end, will be tired of the work. So as a manager, we should be good at finding the advantages of employees and give affirmation and praise, affirmation of the performance of employees, mobilize the enthusiasm of employees to create more quality service for the hotel to win the satisfaction of guests.
(C) to strengthen the implementation of the "walking management"
The hotel leadership my feeling is always sitting in the office command command, send documents, open the list of other impressions are not much, so that over time will only make the staff feel disgusted, so I think that to manage the staff, to make its satisfaction we can Learn some of the management methods of the United States Pratt & Whitney.
In order to promote communication between employees, they have implemented a "walking management" and "open management". The so-called "walking management" that is, the company's senior managers often to all parts of the company to walk around to check the situation, and employees to talk and listen to their views. The so-called "open management" that is, the establishment of mutual trust and understanding of all employees of the company's environment, so that each employee feels free to express their thoughts, opinions and questions, managers to make full use of all available opportunities, occasions and tools, and employees to carry out more direct communication. For example, talk over coffee, a variety of informal staff collection, staff publications, etc., and achieved good results. In the management of the hotel is also desirable, management in the staff group should walk more.
Four, the hotel to strengthen humane management to improve the quality of service
Strengthening humane management, to cohesion of strong ideals and beliefs, to stimulate the staff's great enthusiasm for their work. Everyone has the requirement to realize the ideal ambition and reflect their own value. How to stimulate the sense of mission of grass-roots employees to meet their sense of achievement? This requires all employees *** with efforts; that is, at the critical moment, through publicity and mobilization, cheer and motivation, morale, maximize the mobilization of everyone's enthusiasm; that is, to work well, outstanding performance of employees fully recognized, increase the incentives, and even promoted, to motivate them to be grateful to the heart, more selfless work, dedication; that is, we must be concerned about the staff at all times, to support the staff, to protect the Employees, especially to firmly for those who have the courage to open up, selfless work of the staff to resolve the risk; is to the future of grass-roots employees and the future as an important element of humane management, so that each employee has been appropriate learning and development opportunities, so as to unite the hearts of the people. In hotel management, the key to humanized management lies in how to apply humanized management to the actual management of the hotel. Specifically can work from the following aspects.
(A) establish the concept of humanized management
The front-line staff in the hotel, directly serving the guests, is the shape of the hotel, on behalf of the hotel to receive guests. How to make the staff to provide guests with a smile from the heart of service, perfect personalized service and value for money high standard of service, can easily and happily play this role, which requires the hotel in the operation and management, and to strengthen the awareness of humane management of managers. In management, the hotel should be from the manager as the center to the staff as the center of the change, no matter consider the problem, or deal with the problem can not be detached from this center. Hotel planning, decision-making, command, control, coordination, incentives and other management functions should be people-oriented, and pay attention to the emotional input. Specifically, you can set up a "Staff Suggestion Award" to encourage employees to put forward rationalization proposals, pay attention to the suggestions put forward by the staff; managers should effectively appreciate the wishes and needs of the staff. Care for employees, respect for employees, whether it is a recent measure or long-term plans, we must fully mobilize the enthusiasm of the staff.
(2) pay attention to staff training
Training staff, not only will bring a higher level of service performance to the hotel can also help the hotel to attract and retain the best staff. Some good employees who are interested in the hospitality industry will choose a hotel that can give all kinds of training and promote their career development. As long as the hotel pays attention to staff training and treats it as an important task to be done, training and development is seen as an ongoing process in which the hotel invests in its staff. Employees will take the hotel as a broad world for their career development, and they will work hard. At the same time, through training, it can enhance the staff's dedication to the hotel, and can accept the hotel's goals and values. Therefore, it also has a short-term and long-term positive impact on the hotel.
(C) Strengthen the hotel culture construction
The hotel itself should focus on the voluntary cooperation between the staff and the hotel, and its working style also emphasizes more on teamwork. Hotel culture is the hotel in the long-term operation of the formation and get all the members believe and abide by the values, beliefs, behavioral norms, traditional customs and etiquette and other content composed of the organic whole. To strengthen the hotel culture construction to realize humane management, mainly through strengthening the spiritual culture layer, institutional culture layer, material culture layer three aspects of the construction to realize. Therefore, the hotel culture to improve the cohesion of the hotel, stimulate the creativity of the staff is more important.
1, the hotel to strengthen the construction of spiritual culture, we must first establish a correct, rational, healthy concept. Employees seek not only an ideal job, but also a career and career development. Only really pay attention to the development of people, in business management, highlighting the "people-oriented" ideas, the establishment of a unique hotel culture, in order to really attract talent, retain talent. Spiritual culture of this concept in the hotel's growth and development of subtle play the most lasting role. Good spiritual culture is the intangible assets of the hotel, it can not only tap the potential of each employee, stimulate the morale of the staff, and is the hotel's internal unity of the bond and communication channels. It brings is the wisdom of the group, the spirit of collaboration, exuberant vitality.
2, institutional culture is the hotel's various rules and regulations, as well as these rules and regulations to follow the concept. In any society or organization, the role of the system is irreplaceable. Hotel employees in the corporate culture of moral norms and behavioral norms of constraints, so that employees produce self-control consciousness, to achieve the inner self-management and self-restraint, cultivate a high degree of enthusiasm for work and a sense of responsibility for the work of the staff, to stimulate the implementation of the rules and regulations of the conscientiousness of its heart.
3, material culture, including store appearance, hotel logo, cultural communication network. Strengthen the hotel culture construction can also be carried out through these measures. For example, the implementation of humane management, for employees to create a good working environment is very important.
With the rapid development of the national economy, the competition in the hotel industry is also increasingly fierce. Hotels in business management to pay attention to human nature, the humanization of management concepts applied to the management of employees, which is an effective way for hotels to win in the competition.
(D) to improve the hotel's internal coordination
1, strengthen communication management. Departmental cooperation based on communication, no communication, people will fall into a psychological state of mutual isolation, it is impossible to form a tacit cooperation. Hotel communication, including communication between upper and lower levels, between departments, between personnel within the department. Can be through a variety of collective activities to promote internal communication within the hotel, such as management personnel and service personnel to dine together, the establishment of the staff suggestion box, etc. are to realize the internal effective communication of the specific way.
2, the implementation of job rotation system. Hotel is a labor-intensive enterprises, many positions in the work of repetitive labor is very large, it is easy to lead to excessive fatigue or sluggish tendency of the staff, the need for managers to take the job rotation method for effective regulation. This helps to develop the potential working ability of employees, breaking the divide between different departments, laying a good foundation for collaboration.
3, cultivate corporate culture. Corporate culture is the soul of an enterprise, is the most important connotation and extension of corporate cohesion. The formation of hotel culture, it reflects the hotel all staff *** with the same value orientation, on its basis, the hotel staff, between departments will form a cooperative, united whole. Good hotel culture can enhance the willingness of employees to serve, from the heart for the customer service, and consumers in the acceptance of this service, feel this corporate culture at the same time will enhance the recognition of the quality of hotel services.
V. Conclusion
The management of the hotel to a large extent or the management of people, we do not have the right to ask the guests how to do, we can only do their own staff's work, through the staff's excellent performance to infect the guests. Humanized management in order to allow employees to obey, humanized management in order to make employees satisfied, humanized management in order to allow employees to excel. In the humanized management of employees, strengthen the necessary human resources training, improve the work skills of employees, so that they work more comfortable, thus reducing the ability of employees to complete the work and pressure; more effective time management training; strengthen the staff's communication skills training; to protect the staff's quality of life; improve the salary system, provide employees with competitive salaries, enhance the staff's sense of security and a more stable employment psychology; in the staff's humane management, the staff can only be satisfied, humane management can make staff performance. More stable employment psychology; in the employee marriage, divorce, childbirth, death of spouse or close relatives, moving and other special circumstances to give additional paid leave, so that they do not have any concerns; to encourage employees to live a healthy lifestyle; to provide employees with health care or health programs, you can set up a special health room and internal fitness centers, allowing employees to use free of charge, equipped with full-time health instructors to supervise exercise programs and activities; the hotel managers should often visit and communicate with the staff, and the hotel's managers should often visit and communicate with the staff. Managers of the hotel should often visit with the staff, to understand the needs and opinions of the staff.
In short, humane management is a rational basis on the basis of emotional management mode, which is based on the perfection of the system construction, is the premise of strict management of humane, is the advanced stage of management, is the sublimation of the management concept, which can never be detached from the management of the scientific and rigorous and independent existence, more than humane management and benevolent management, which is the need for managers to communicate with the managers with all their hearts, to achieve mutual understanding, requiring the management of the staff to understand the needs and opinions of the staff. It is necessary for managers to communicate with the managed with their heart, to understand each other, and require managers to use their "heart" to experience, use their "heart" to feel, use their "heart" to communicate, and use their "heart" to manage. "It is a very good idea to have a good understanding of each other, and to be able to communicate with each other.