How to be an excellent hotel manager
Hotel general manager is the soul of hotel work. He is in charge of hotel management. He is in charge of all the business activities of the hotel. Whether he is excellent or not will play an important role in the survival and development of the hotel. Students want to talk about their personal views on this issue from the following aspects.
First, the hotel's basic requirements for the general manager
The general manager of a hotel mainly performs management functions, which requires him to be quite familiar with the hotel business, be able to use the functions of hotel management freely, and have his own unique set of methods in management.
(1) professional knowledge
The general manager of the hotel should have a deep understanding of the contents and operating rules of various businesses when managing the hotel's various businesses. The general manager of a hotel must be very familiar with and proficient in the service regulations, environmental layout, style and hotel image of the hotel business if he wants to decide the standards of the hotel business and lead various businesses. In short, the hotel general manager should be professional and have professional knowledge.
Hotel is a comprehensive entity composed of rooms, restaurants, leisure and entertainment departments. Having these professional knowledge is a foundation for becoming the general manager of the hotel. Don't be superficial and have little knowledge.
In the real hotel management, hotels involve a wide range of knowledge. As a general manager of a hotel, he should be proficient not only in hotel professional knowledge, but also in general management knowledge, hotel management knowledge, hotel management, marketing, hotel accounting and financial management, public relations, equipment engineering management, human resource management and development, nutrition and health management, etc. Familiar with legal and tax knowledge.
(2) Hotel working experience
As the saying goes, "there is specialization in the industry", and having rich professional knowledge is the basis of becoming a hotel general manager, so having rich hotel experience is the premise of becoming an excellent hotel general manager. The gap between theory and practice exists objectively. Theory guides practice, and the result of practice correcting theory is experience. Rich professional knowledge can guide the development of hotel work, rich hotel experience can make the general manager do things right, and some problems can be eliminated in the bud with experience.
(3) Clear responsibilities
The general manager of the hotel is directly responsible for the efficient operation of the hotel management system and the correctness of various management decisions, and must clearly define his job responsibilities effectively and in a planned way. One of the reasons why many hotels are getting worse and worse is that the general manager is not clear about his post responsibilities, and the hotel work is in a disorderly, unplanned and unplanned state.
Second, the hotel's quality requirements for the general manager
The general manager of the hotel is under great pressure. There are leaders above, middle-level cadres and employees below. Worrying about hotel accidents at any time, worrying about people's instability, worrying about market changes, worrying about the shortage of tourists, worrying about improper reception offending leaders and guests, and worrying about … sometimes it's really "tasteless food, sleepless nights". Faced with such pressure, without good psychological quality and good psychological endurance, the general manager will be crushed. As a general manager of a hotel, you should not only have a cheerful and enthusiastic personality and a stable mood, but also have a modest and prudent attitude. Only in this way can we have a general demeanor of blocking the enemy by means.
Third, the general manager of the hotel should have the ability.
(A) decision-making ability
Strategy is one of the main tasks of the hotel general manager. In hotels that implement the general manager responsibility system, the general manager should generally make the following four basic decisions:
1. Decision-making of goals and policies, that is, drawing up the long-term development goals and management policies of the hotel, and defining the development direction and basic management ideas for the hotel.
2. Organize personnel decision-making, that is, choose the organizational form and type of the hotel, determine the hotel management level and job responsibilities, and select competent managers for each management level.
3. Business decision, that is, to determine the basic strategy of hotel marketing and reception business process development strategy, such as the choice of target market, the choice of service product characteristics, the examination and approval of service quality standards, etc.
4. Financial decision-making. That is to determine the basic system and strategy of raising, using and controlling hotel funds to ensure the normal proportion of input and output.
(2) Business organization ability
The organizational ability of the general manager of a hotel is to grasp the overall situation in the course of business operation, form decisions in combination with public opinion, conduct business organization and command, and mobilize all forces for one goal. Hotel is a very complex dynamic complex, and the organizational ability of hotel general manager plays a great role in ensuring the normal operation of hotel business in the dynamic state. First, the hotel general manager has the decision-making ability of organizational structure, institutional setup and personnel arrangement, and must have a well-thought-out plan. Secondly, the general manager of the hotel has the ability to organize the normal operation of the business when performing management functions. Third, the hotel general manager should have the ability to allocate and reorganize business.
(3) Public relations ability
The basic purpose of hotel public relations is to dredge all kinds of relationships, establish their own image and win public support. Visible, public relations * * * relationship is the hotel general manager should focus on the work. It is often said that the responsibility of a hotel general manager is decision-making and public relations. Although this discussion is biased, it also illustrates some problems. The general manager of a hotel should have the ability of public relations, first of all, he should have a correct and comprehensive understanding of hotel public relations; Second, personally organize and participate in company activities; What kind of image does Sanming really shape its hotel into, luxurious, standardized, cordial and sincere? How to shape the image and what to do to achieve the goal.
(D) the ability to innovate
Innovation ability is the key to the professional achievement of hotel general manager. Dare to innovate, the cause will continue to develop, and there is no way out for conservatism. Innovation is a hard and troublesome thing, and the requirements for the general manager of the hotel are as follows: First, on the basis of extensive knowledge, he is good at breaking through, has the impulse to create, and overcomes various psychological obstacles. Second, when you have a new idea, you should catch it in time and form an outline. First, you should grasp the main contradiction and ignore many details for the time being. New things always change from vague to clear, from rough to complete. Third, the specific design should be carefully considered, strictly demonstrated, and scientific feasibility study should be carried out. Fourth, we must make every effort to realize innovative solutions.
(5) Ability of employing people
The competition in the hotel industry is, in the final analysis, the competition for talents. If that hotel has good talents, that hotel will flourish. In order to open up the market and improve economic benefits, hotels must give full play to the role of talents, which is a necessary condition for any general manager to do a good job. The management is the managing director. If you can't manage people well, where should directors start? The general manager's ability to employ people can be expressed in one sentence as "knowing people and being good at their duties". Specifically: (1) knowledge of knowledge; (2) the heart of loving talents; (3) Proper use; (4) Be thirsty for talents; (5) the sincerity of protecting talents.
Public talents gather under the decision-making goal of the general manager of the hotel, and Qixin will make great achievements and move forward forever.
(6) Communication skills (interpersonal relationship)
The communication ability of hotel general manager is the ability of hotel general manager to deal with interpersonal relationships. The general manager of the hotel has many communication objects, including the chairman; There are cadres and workers under the power; There are governments and customers abroad. How to deal with these relationships, students think:
1. Handle the relationship with the board of directors. As the person in charge of hotel management hired by the board of directors, the general manager must understand the intention of the board of directors, obey the leadership of the board of directors, and resolutely complete the indicators issued by the board of directors. Of course, in order to be re-elected correctly, the general manager should strive for the corresponding authority, and at the same time actively put forward various suggestions and plans to the board of directors to maintain the feasibility of the board's decision.
2, handle the relationship with the party secretary. The system should be divided and the relationship should be combined; Divide responsibilities, goals, work and thoughts.
3, handle the relationship with the deputy general manager. (1), appropriately authorized, so that the deputy general manager has the right to give full play to the assistant role of the deputy general manager; (2), fully trust, has been entrusted with the authority, you must let the deputy general manager to carry out the work, don't listen to rumors, interfere with the vice president's work at will; (3) Maintain communication, pay attention to communication with the vice president, listen to the suggestions of the vice president, and discuss with the vice president in case of major problems, reflecting the principle of democratic decision-making; (4) Pay attention to Guo Lan. When the vice president makes mistakes in his work, he should be brave enough to bear certain responsibilities and give necessary help and support; (5) Pay attention to supervision. The general manager can authorize, but not authorize. Therefore, the general manager must effectively supervise the work of the vice president so that the vice president can perform his duties better.
4, handle the relationship with the department manager. (1), respect the authority of the department manager and don't interfere in the work of the department. (2) Respect the work of the department manager, give all kinds of instructions correctly, and avoid blind command. (3) Strict management, clear rewards and punishments, and fair treatment. (4) Support the work of department managers and actively help them solve various problems. (5) Pay attention to cultivating the management ability of department managers in practice and create necessary training opportunities for them. (6) Respect the personality of department managers, understand their difficulties and care about their lives.
Four, the hotel general manager's job responsibilities
Whether it is the general manager of the management company or the general manager under the leadership of the board of directors, their job responsibilities are basically the same, that is, to lead all employees to achieve various management indicators, comprehensively improve the service quality and management level of the hotel, and continuously improve the economic and social benefits of the hotel. Specifically, there are:
1. Formulate the hotel's business plan (month, quarter and year), development plan and business policy, and formulate the hotel's business management objectives and guide their implementation.
2. Presided over the formulation and improvement of hotel rules and regulations, establish and improve the internal organization system, coordinate the relationship between departments, and establish a reasonable and effective internal operation mechanism.
3. Study and master the changes and development of the market, formulate the market expansion plan and price system, put forward the phased work priorities in time, and guide the implementation.
4. Be fully responsible for the hotel's market expansion, human resources development and planned financial work.
5. Responsible for the reception of important guests, keep extensive contact with all walks of life, and create a good internal and external image of the enterprise.
6. Be responsible for the training and use of middle-level and above managers, and supervise the training of hotels.
7. Mobilize all employees to work together with Qi Xin to do a good job in democratic management; Care about employees' lives and constantly improve their working conditions.
8. Preside over daily exhibitions, weekly meetings of senior managers or department managers, and monthly meetings of employee representatives.
9. Report to the management company and the board of directors in the form of general manager's report every month, and complete all tasks assigned by the management company and the board of directors.
Verb (abbreviation for verb) The daily work of the general manager of a hotel.
In the enterprise session in China, the students admired Zhang Ruimin of Haier the most. His sentence "What can be done today, what can be done today" has always influenced me. As the general manager of the hotel, I think it is very necessary to have this.
During my years of assisting the general manager, I think the daily work of the hotel general manager is as follows:
(a) to hold a daily meeting;
(2) Reading and analyzing various reports;
(three) to check the relevant departments of the hotel;
(four) to review and approve the budgets and expenditures;
(5) handling all kinds of letters;
(6) Receiving or visiting relevant personnel;
(seven) to find the relevant departments or personnel to discuss the research work;
(eight) study the relevant documents.
In short, as a general manager, you must have a strong sense of professionalism and a high sense of responsibility for the enterprise. Only with enterprising spirit can we make a difference in the hotel industry. With a sense of responsibility, we can be responsible for the hotel and the guests, and the hotel can grow and develop in the competition. The hotel general manager must have both ability and political integrity, be smart, resourceful, knowledgeable and tolerant.