During my internship in the hotel, I have been thinking about such a problem. What is the key to the success of hotel management? After the last discussion with my colleagues, I went back to school to ask the teacher for advice, consult the materials and sum up my personal opinions: 1. Green hotel.
People pay more and more attention to advocating nature and protecting the environment. With China's emphasis on environmental protection, green hotels have become an inevitable choice for sustainable development. For the hotel itself, on the basis of cost control, greening activities can make a new improvement in management level and a qualitative leap in business philosophy, and at the same time improve the public image and popularity of the hotel, marking the grade and taste of the hotel.
Although some hotels mainly receive business, conference and other guests, and their dependence on tourism is not obvious, in general, the development of hotel industry can not be separated from the development of tourism, and the development of tourism can not be separated from environmental protection, and the hotel industry also provides support for tourism. The supporting role of hotels in tourism is manifested in two aspects: first, hotels provide necessary infrastructure for tourism to meet the basic needs of tourists such as accommodation and catering; The second is to maintain and improve the environmental quality of tourism development and meet the needs of tourists for viewing, leisure and entertainment. Judging from the current development, the hotel industry's support for tourism is obvious at the first level, but not strong enough at the second level. Many hotels not only fail to play a supporting role, but also cause environmental pollution in scenic spots due to construction and operation, which makes the quality of scenic spots plummet. And the damage to the environment is ultimately the damage to the hotel industry itself! Therefore, we call for environmental protection, not only for awakening consciousness, but also for down-to-earth action.
2. Quality of service
For hotels and other service industries, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. High-level service quality can not only leave a deep impression on customers and lay the foundation for their coming again, but also make customers feel honored and establish a good brand and image for the enterprise. In Kaiyuan, we saw that hotel leaders attached great importance to the improvement of service quality, even for us short-term interns. You must also undergo strict etiquette training before you can take up your post. Track and guide the old employees, and constantly improve their professional quality and level. Department managers and supervisors often tell us: Your every move represents our Kaiyuan, and your image is our Kaiyuan image. Guests can never be wrong, but only we can be wrong ... only sincere service will bring a smile to guests.
3. Hotel culture
There are service culture, etiquette culture, regional culture, food culture, poverty alleviation culture and so on everywhere in the hotel. All the staff of the hotel are the owners, and all the guests who come to the hotel will be more or less dependent on the hotel and the hotel people. In addition to accepting culture or knowledge in the process of receiving services, they will also turn to hotel people for help when they encounter difficulties. Therefore, we can say that the hotel is a place full of culture and knowledge. So people who work here must have more knowledge, culture and self-restraint. The guest is in the product.
When tasting a dish, the waitress in the ear introduces the knowledge about the dish in a sweet voice, including its origin, spread, characteristics, new ideas and so on. This not only increases the fun of tasting dishes, but also allows guests to gain some new knowledge and information, making them feel glad that you are from another level.
In every corner of the hotel, there are polite service personnel, standardized operation, professional smile and polite manners, so that guests are always influenced by etiquette culture. Individuals in society are always influenced by the people around them. As the saying goes, people are divided into groups. Etiquette culture not only improves the quality of hotel people, but also has a beneficial impact on guests and promotes the quality and cultivation of the whole society. When guests arrive at a new place and stay in a hotel, they can't wait to learn more about the local regional culture, customs and landscape features. Hotel people should be familiar with this. The hotel is just a single building. Only under the regional background can he have a rich background and cultural background. For foreign guests, they come here either for the landscape characteristics of this place or for business, and basically not for a separate accommodation environment. Therefore, the hotel needs to have a function that can provide as much convenience as possible for the guests by virtue of the identity of the landlord. For example, introduce local tourism resources, such as the path guidance of local business office. In this way, the hotel really becomes a window for local communication with the outside world. There is also a culture called problem solving, which is the ability to provide knowledge to help guests solve problems. The golden key culture is typical, with satisfaction and surprise, to complete the impossible task.
4. Network marketing
What does the Internet bring to hotel marketing? This is a good information platform. In the information age with abundant information, real-time communication and accelerated market changes, hotels can no longer think or solve today's problems in the way of yesterday, nor can they run today's business in the traditional way. Internet has accelerated the communication and understanding between people, and information has become more and more important. Whoever has the information first will be in the market. Hotels promote corporate image through the Internet, which is faster, clearer, more comprehensive and more interactive than the previous publicity methods, making intangible services tangible. Hotels can use multimedia technology to dynamically display the overall facilities, interior environment decoration and various special services on the Internet. Guests can get to know the hotel more quickly and conveniently, and enjoy visually at home or in the office without leaving home, so as to get an immersive feeling. The hotel can give more detailed and thoughtful feedback to the information needed by the guests at the first time, and the two sides can reach an interaction. But hotels should be honest when promoting. The pictures and publicity materials of the hotel on the Internet should be consistent with what the guests saw with their own eyes, even exceeding their expectations. The price published by the hotel online should be consistent with the quotations from other channels, so that guests can have a sense of trust in the hotel.
2. Model essay on hotel market research report
First, the present situation of hotel industry in Qujing 1, there are many hotels in Qujing, and the supply exceeds demand seriously.
There are 3040 hotels in the city (6 counties and 3 districts 1 city), including 939 in Qilin City and 265 in Development Zone, with 240 guest rooms and 20 rooms at least. Most of the rooms are quasi-hotels, most of them are low-end hotels, and there are more than 20-40 theme boutique hotels, but the decoration level is no less than that of hotels, which is more tasteful.
2. The ratio of hotel (accommodation) grade to the number of hotels is basically reasonable.
Take Qilin District and Development Zone as an example, there are about 40 hotels and quasi-hotels, about 20 economy and express hotels (including theme boutique hotels), and the rest middle and low-end hotels and hotels (with few rooms and poor conditions) account for more than 1 140.
3. The composition of hotel guests, taking Qilin District and Development Zone as examples.
① Local customers account for about 80%, and foreign customers account for 20%.
② The accommodation rate of young people is about 60%-80%.
(3) Booking guests online accounts for about 5%-20%.
4. The overall hotel price is low, taking Qilin District and Development Zone as examples (subject to the price of the US delegation).
①96% of low-end hotels are around 30- 100 yuan.
② Price range100-There are 45 companies in 200 yuan.
③ There are 6 companies above 200 yuan.
5. The overall operation of the hotel.
Some hotels with convenient geographical location and large scale have better conditions.
① Average occupancy rate of holidays (Golden Week, Spring Festival, Mid-Autumn Festival, etc. ) It is 95%.
② Almost 100% local young people like Valentine's Day and Christmas.
③ On weekends (Fridays and Saturdays), 80%-95% of people can stay in economical express hotels.
④ The non-weekend occupancy rate can reach 30%-60%.
Most hotels are hovering between making a little or even losing a little. Since 20 19, most hotels with many rooms, large scale and high grade have suffered losses due to cost problems. On the contrary, 20 or 30 theme boutique hotels still have surplus. Most small hotels and guest houses with no characteristics, low grade and remote location are losing money or struggling on the loss line, and hotels are constantly closing down and opening.
Second, the reasons for the status quo of Qujing hotel industry
1, a large amount of investment funds poured into the hotel industry (the advantages of cash flow and sitting in the hotel industry are very attractive).
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