As a service industry, hotels have their own temperament and various services. Therefore, in the management, we should adopt a management method that not only meets the service demand, but also takes into account the economic benefits of the hotel. Humanized management is one of the effective ways, which not only ensures the high-quality service to the guests, but also ensures the warmth of "feeling at home" to the guests, and also ensures the affection for employee management. Personally, I think it can really promote the effective development of all work.
There are many ways of humanized management, which can be smile management, encourage face-to-face communication between superiors and subordinates, provide a little help at an appropriate time, provide thoughtful and subtle personalized service to customers, and give consideration to internal staff management and external customer service. It has the following advantages:
First, humanized management can stimulate the enthusiasm of employees, strengthen their loyalty to the company, and ensure the unity of the organization and the stability of the team.
Humanized management is not only applicable to customer service, but also to internal management. Hotel employees come from all corners of the country, with different personalities, tempers and personality characteristics. It is inevitable that they will have various emotional fluctuations in their daily work, and the continuous loss of employees has become a major problem in the industry. How to do a good job in the ideological work of employees and stabilize the staff? Humanized management has brought dawn to the realization of this goal.
The hotel where I work is a four-star business hotel with the theme of health preservation-Yongkang Pearl Hotel. In Pearl, the concept of humanized management is vividly interpreted from top management to employees. Once a month, employees' birthday party, relaxed long talk, offering love to children in welfare homes, children in poor mountainous areas and employees with financial difficulties, spreading love culture from the inside out on a large scale, and the concept of humanized management is deeply rooted in the hearts of the people. A series of charitable acts and humanistic care of the hotel have been affirmed by Yongkang Municipal People's Government and all walks of life. China Tourism News, Jiangnan Tourism News, Zhezhong New Newspaper and many other media have broadcast these measures, which has become a beautiful talk in the industry.
Not long ago, another touching thing happened in the hotel. The younger brother of an ordinary employee who works in the cashier at the front desk of a hotel has a malignant brain tumor and needs to raise money for surgery in time to have a chance. In the early stage, the employee spent all his money to treat his brother and borrowed a large sum of money from all relatives and friends. In desperation, I informed the department manager of the news. Upon learning the situation, the department manager immediately organized employees to make donations and reported the situation to the hotel trade union. After receiving the news, the trade union gave instructions in time: while expressing condolences to the patients' families, all employees were mobilized to donate money. Although everyone's salary as a grass-roots staff in the hotel industry is not high, no one flinches in front of love. Everyone consciously offered a love, and the money was not much, but it was enough to show that the hotel family cared for their family. What's more, hotel leaders have traveled thousands of miles to send distress messages to comrades-in-arms, classmates, relatives and friends who are committed to medical care. In the absence of improvement in many treatments, the leaders spared no effort to seek remedies for them and exhausted various methods.
All this is only because everyone thinks that all Pearl people are a family, and the brilliance of humanistic care is reflected here. The goodwill of the hotel touched the families of patients, the doctors in the hospital and the employees who witnessed the whole incident. Many employees who originally planned to leave the hotel are linked with the care of the hotel in all aspects, and their personal outlook on life has changed greatly, giving up the idea of leaving the company and becoming an excellent and dedicated employee in the hard work of the hotel.
In addition, humanized management is not only applicable to the hotel industry, but also adopted by many enterprises. I read an article in the recent newspaper-"A smile is worth a million dollars". It is about a series of achievements made by Weir Electric Company in the United States in implementing "smile management".
The boss of the company is based on the experience of smiling service of Hilton Hotel in America. He believes that "smile service" can also be introduced into enterprises, which is the so-called "smile management". An American newspaper reported the meaning and essence of the company's "smile management". The title is Mona Lisa's Smile. It is said that an employee broke a machine because of carelessness. The employee is under great psychological pressure and is afraid of being scolded and punished by his boss all day. The result was unexpected, and the boss learned that the accident was caused by poor operation, not intentional. So, the boss invited the employees to the office, greeted them with a smile, helped them analyze the reasons and study the countermeasures with a smile, and invited several people to help the employees who made mistakes to repair the machine again. The employee was very moved. This smile management method soon spread throughout the company, and everyone praised the boss for his good popularity and good handling, conquered the employees with a smile and increased the cohesion of the enterprise.
Second, humanized management is conducive to improving service quality and ensuring high-quality hotel services.
In order to vigorously promote the concept of humanized management, Pearl Hotel innovatively planned and launched a series of activities such as "family service ambassador, smiling ambassador and chief employee system". The purpose is to improve the personalized service ability of employees on the basis of standardizing services, so as to comprehensively improve the overall service quality.
In order to better carry out this activity, the hotel set up an activity leading group with the general manager as the organization to supervise the continuous and effective development of this work. The activity is divided into three stages;
(A), standardize the service learning consolidation stage
The human resources department is responsible for compiling hotel etiquette materials, all departments continue to learn the quality standards of star-rated services and the norms for visiting star-rated hotels, and the hotel quality inspection department conducts regular spot checks.
(II) Service quality improvement stage
Carry out the knowledge training of "being a qualified manager" among the managers and employees of the foreman and above in the second-line departments, and advocate the management mode of "on-site service guidance" and "family service as an example"; Front-line departments organize the study of customers' historical materials, starting with getting familiar with big customers and old customers, and constantly improve employees' personalized service ability and problem-solving ability through "thinking about customers' thoughts and worrying about customers' urgent needs", thus narrowing the distance with customers and creating a real "home away from home".
(3), family service ambassador selection stage
The assessment is based on department recommendation and guest voting, and is included in the salary promotion category of year-end assessment.
In addition, the hotel has also carried out a series of other activities, which won the unanimous praise of the guests. According to the information provided by the finance department, after the event, the turnover of hotel rooms and restaurants increased week by week, which ensured the normal and orderly development of hotel management.
After the implementation of humanized service, it has been well received by more guests. On February 4th this year, the 15th People's Congress of Yongkang was held in the hotel. Hotel leaders attached great importance to it and formulated a detailed reception plan, requiring the whole hotel to go all out. Facing the crowded scene of 180 tables, everyone did not flinch, and faced with many difficulties, they completed the reception work of this meeting with high quality.
After the meeting, the delegates commented on the reception: the room is humanized and the service is humanized, which really makes people feel at home.
All these achievements are the crystallization of humanized management. Humanized management has also brought us more economic and social benefits.
Third, humanized management is conducive to stabilizing tourists and winning more loyal customers for hotels.
Humanized management not only completes customer service according to strict requirements, but also adopts personalized service according to different customers, thus establishing a group of stable customers.
In hotels, there are countless examples of moving guests and making them loyal customers because of providing humanized service. One day, a foreign guest from England booked a suite in the hotel through Ctrip. The guest came to Yongkang for the first time and stayed at the Pearl Hotel. All procedures and services are carried out in accordance with the specified requirements, nothing special. The next morning, we found that foreign guests came to the hotel lobby with thick black eyes and asked for coffee. The attentive waiter feels that this guest may have just arrived in a new place, with jet lag and lack of communication partners, so he looks so haggard. The staff immediately informed the assistant manager of the lobby of this discovery. After understanding the situation, the assistant manager of the lobby visited the guests and patiently asked if there was anything that needed help. The guests expressed their feelings when they saw that the assistant manager in the lobby was so sincere. It turns out that he is the representative of the China office of the British company. He is going to Yongkang this time to find a batch of products suitable for the company's requirements, and he is going to find some partners. However, he didn't understand Chinese for the first time, and the workload was too heavy.
When the first mate learned of this incident, on the one hand, he comforted the guests, on the other hand, he quickly contacted the business center and asked the business center to provide relevant information about Yongkang enterprise.
The next day, when the guest came to the lobby bar again, the waiter in the lobby bar had prepared his favorite blue mountain coffee. When the first mate communicated with him again, the guest's expression relaxed a lot, saying that he had found several manufacturers to cooperate and was ready to go to the field.
After that, as soon as the guests appear in the lobby bar, the vice president will first put down his work and ask the guests about their mood that day and whether they need help. The guest was so impressed with the hotel that he immediately decided to arrange all the company's accommodation in Yongkang in Mingzhu, and he himself stayed in Mingzhu for two months during that purchasing trip. Before he left, he didn't forget to tell the first mate that your's service was very good and humanized. You are all like my family. Next time I come to Yongkang, I will stay in your hotel.
In fact, this is just a small matter in the hotel industry. As hotel staff, we can see countless touches every day. It is our staff's conscientious work that has won the full recognition of the guests, and it is our family-like care that makes the guests feel at home.
Imagine that if a guest comes to the lobby bar for the first time, he may not move in the future without the careful observation of the waiter; If the first mate doesn't grasp the loneliness of the guest after visiting him and communicate with him in time, he may not win this loyal customer.
The subtlety of the service industry lies in the need to explore and grasp the psychological weakness of human nature. Humanized management requires starting from the psychological state of the guests and being targeted, which not only embodies the care, but also wins the customers for the hotel, and is a win-win management mode.
Postscript:
We live a colorful life every day, and we need to meet different people and serve various guests. This year, the hotel industry put forward the "Quality Management Year" with "quality" as the breakthrough point. Quality, from small to large, from the ideological and moral quality of employees to the public relations activities of hotels, can not be separated from humanistic care, so I advocate here again with a weak voice: humanistic management can be taken from the hotel industry and used by the hotel industry.