Skills that hotel catering managers must possess

Hotel is a special enterprise, which has its specific business content and specific exercise rules. On the basis of mastering the following management skills, hotel managers should keep pace with the times and innovate constantly in order to create a better tomorrow with employees.

First, planning skills

Among the basic functions of management, the first function is planning, and the importance of the planning function runs through the whole process of management. Therefore, the first task as a hotel manager is to make a clear and effective work plan. Whether it is long-term strategic planning, annual marketing planning, personnel recruitment plan, annual budget, etc., it needs to be applied to the planning ability. When making a plan, we should distinguish between non-routine project management plans with specific goals, routine management plans for routine work and disposal plans for dealing with problems. In addition, we should be able to distinguish the difference between goals and objectives and formulate reasonable goals, instead of just using past figures as the basis.

second, decision-making skills

as far as hotel managers are concerned, making correct decisions is one of the important abilities. There are many variables in the process of planning and implementation, and decisions must be made constantly. The wrong decision will bring the consequences of failure, and the correct decision will lay the foundation for success. For example, should talents be trained from inside or hired from outside? How is the budget allocated? Decision-making is needed everywhere. There are time and resource constraints, the possibility of insufficient information or mistakes, the burden of human feelings and so on. Decision-making skills include presupposition, inference ability, information collection, analysis and induction ability, logical judgment, game theory, psychological quality in the face of pressure, how to avoid mental models and wrong systematic thinking, etc. Hotel managers should stand at a certain height, make overall plans and make decisions.

third, executive management skills

in order to present effective results, hotel managers need not only careful planning and good decision-making, but also the ability to execute. How to effectively manage quality, cost and service level depends on the high skills of hotel managers, too much control, timid everywhere and low efficiency; Inadequate control, prone to loopholes, increase costs, quality is not guaranteed. The test of control ability mainly includes several aspects: distinguish between the things that should be controlled and the things that should not be controlled, and advance the post-event disposal to pre-event management and in-event management (for example, the quality problem may come from the supplier's ability, and the process control may not be effective, but it needs source management or procurement management). In management, the willingness and ability to promote the independent management of subordinates has gradually evolved from external control to self-management, which is also what we often say: "The ultimate goal of management is to ignore it."

Fourth, problem-solving skills

"The greater the ability, the greater the responsibility." Solving problems is an important task for managers and the best way to test a person's ability. As far as hotel managers are concerned, perhaps the problems such as poor service quality, insufficient manpower, large turnover of personnel and outdated equipment need to be solved. To solve the problems, it is necessary to define the problems, collect data, analyze the problems, find out the root causes of the problems, and use creative ability to solve the problems.

5. Communication and expression skills

It is said that intelligence, professional skills and experience only account for 25% of success factors, and the remaining 75% depends on good interpersonal communication. Hotel managers spend more than half of their time in communication, and most of the work obstacles are also generated in communication; Management communication is both interpersonal communication and team communication. Effective communication focuses on listening and feedback. Communication needs to be proactive, adhere to principles, respect others and be open, so as to pursue a "win-win" result. The organization that is good at communication, the speed of progress and the efficiency are relatively fast.

VI. Incentive assessment skills

People will only do things that are rewarded. Hotel managers should master and formulate a reasonable incentive system, and managers should motivate their subordinates in a timely and timely manner. Motivation is skillful and should be timely, concrete and sincere; When criticism is needed, we should pay attention to improving the way of criticism; There are different ways to motivate different employees. A reasonable performance appraisal should set performance standards by superiors, and be confirmed by both parties in advance. Effective performance interview is essential, including listening to subordinates' self-evaluation, discussing subordinates' objections and working out performance improvement plans, so as to get employees' active support and provide basis for personnel decision-making and performance development. Employees expect their efforts to be encouraged and rewarded, and the morale of enterprises and employees is also greatly affected by the fairness of assessment. If we want to establish sustainable performance, we need fair and reasonable assessment methods and incentive mechanisms to make people willing to work hard for the future.

VII. Team-building skills

Hotel managers must have good team-building skills if they want to make staff in various departments and positions more efficient and get along well. Putting 511 potatoes in a sack is just a sack of potatoes. A good team must have the following characteristics: clear goals, values and codes of conduct, sharing resources, good communication, strong sense of belonging among members and effective authorization. Respect for role differences, unity and cooperation, mutual assistance, can play the greatest benefit. A team is different from a group. A group may just be a mob and do not have a high combat capability. Only with three elements can it be called a team. First, the goal should be concentrated. Second, the relationship between members should be harmonious and mutually supportive. Third, the working methods should be consistent and flexible. Organizations often need to use team skills. Team building skills mainly include the ability to establish the same vision and goals, the ability to reconcile differences among members, the ability to formulate the same norms, the integration of new employees, the introduction of teams from experience to find the right direction, and the promotion of health conflicts.

essential knowledge of hotel catering management personnel

① technical skills. As far as the hotel is concerned, it is indispensable to have the professional technology and skills needed for this hotel and this position and to achieve effective cooperation in modern enterprises. Not only industrial enterprises need technical skills, but also other industries need technical skills, which is also very important for hotels.

② conceptual skills. That is, the ability to form ideas, which means that a manager can think abstractly and has the ability to form ideas; Have a certain level of management theory, be able to apply management ideas and solve practical problems; But also has the ability of analysis, judgment and decision-making.

③ humanistic skills. The ability to deal with interpersonal relationships. It refers to the ability to cooperate with people, including contacting the same level internally, understanding the activities of subordinates, inspiring and inducing the enthusiasm of subordinates, and contacting and coordinating with relevant organizations and personnel externally.

to achieve the above level, hotel managers should first have sufficient professional knowledge. For example, hotel management and strategy, hotel brand management and marketing innovation, financing and capital operation, evaluation criteria of green hotels, business knowledge such as collectivization and chain operation, government regulations, management knowledge, etc. Secondly, professional attitude, such as positive and enthusiastic working attitude, being responsible for obeying the law, being able to cooperate with others and being willing to cultivate subordinates, etc. Then there are skilled work skills, including thinking ability, organizational ability, performance management ability and professional style.

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