Systematic management of hotel staff's management skills. The management and institutionalization of hotel staff are still indispensable. China has existed since ancient times? No rules, no Fiona Fang? Say "management", is it necessary to have these? Composition? Make a premise. The cultural quality of hotel employees is often not high, and a systematic and advanced management system may not play a great role for them. Therefore, when using the working hours of system administrators, hotels should follow the following points:
1, the system should not be too cumbersome. If the system. Sweating a lot? If there are too many, it is often difficult for hotel managers to implement them. If it is not effectively implemented and discounted, many systems will be made. A mere formality? Finally, it will greatly damage the seriousness of the whole system. Therefore, to avoid this situation, we must simplify the system and realize? Slimming? Plan, it is necessary to constantly instill in them daily management (such as attendance, dress, etc.). ), standard speech, business etiquette, health system, service standards, etc. , so that they are familiar with, the system is easy to implement.
2. System management should be rigid. The key to management lies in assessment, and the key to assessment lies in implementation. Therefore, in the implementation of institutionalized management, we must treat the system equally in implementation and implementation, and we must not favor one over the other. Everyone is equal before the system? Can you really be persuaded as a waiter or a middle-level or grass-roots manager in a restaurant? Law? The seriousness of the system makes everyone calm and law-abiding, and the system can exert its power to make everyone dare not? Crossing the line? .
Institutionalized management is the foundation and guarantee of hotel personnel management. A hotel without rules and regulations is bound to be full of loopholes in management, and it is difficult to become stronger and bigger. Because of all the competitive factors, the human factor is the first and the service level is the highest. Selling point? Only by holding high the banner of system management can the benefits of management be truly reflected.
? Autonomous? Management. Hotel staff, whether lobby managers, front office managers, front desk attendants or backstage operators, all come from similar backgrounds or from the same group? Migrant workers. Therefore, in hotel personnel management, can you take? Autonomous? Self-management can often play a better role in promoting. The specific operation method is:
1. From them, people with management ability are preferred. After training or one-on-one help, their organizational and management skills will be rapidly improved, promoted to managers, and appointed as foreman, lobby manager or front office manager and other management responsibilities.
2, the hotel system, into a form that they can understand and implement, through elections? Autonomous head? Speak out and set an example, thus driving the implementation of the entire hotel staff.
The advantages of this are:
1, managers are more likely to gain their trust. Is this better than hiring a manager and using rules that hotel staff can't understand? Impose? Management is much better, so it is easier to get their approval and finally implement it.
2、? Autonomous? Can let them see their career prospects better. Because of autonomy? Leadership? Come over from them, have more sense of identity and professionalism with them? Temptation? Because if you follow the rules and do well, you may be the next manager.
Hotel management methods. Drawer management
Drawer management, modern management is also called job analysis. At present, large and medium-sized hotel enterprises in some economically developed countries attach great importance to drawer management and post classification, and have established post classification systems to varying degrees on the basis of drawer management. Drawer management description There are clear work specifications in the drawers of every manager's desk. In management, there can be neither work nor power, nor responsibility nor responsibility, but work, responsibility, power and interests must be combined.
When performing the five steps of drawer management:
1. Establish a job analysis team composed of hotel departments;
2. Correctly handle the relationship between hotel centralization and decentralization;
3, around the overall goal of the hotel, layer by layer decomposition, step by step to implement the scope of responsibilities and authority;
4. Write job descriptions and job descriptions, and formulate job requirements for each position;
5. The combination of assessment system and rewards and punishments must be considered.
Second, crisis management.
With the increasingly fierce social and economic competition, a considerable number of brand hotels and international hotel groups have entered the stage of maintenance and decline under the current unstable economy. In order to change this situation, many hotels have adopted integration, mergers and acquisitions, brand cooperation and other ways. And most foreign hotels have adopted crisis management, which has set off a wave. Doomsday management? Wave.
Foreign insiders believe that if an operator can't communicate well with employees and can't let employees see that the crisis really exists, then he will soon lose credibility, so he will lose efficiency and benefit. The hotel industry will become the competitive battlefield for the development of the next 13th Five-Year Plan, and domestic and foreign brands are playing an important role in the transformation. Therefore, we need to make bold reforms, select senior hotel management talents, and break the customer loss crisis caused by declining product quality and rising costs in the past. We should let the staff know that if the hotel doesn't put the customer first and the product quality can't guarantee the customer's satisfaction, the end of the hotel will come.
Third, one-minute management
In the past, many enterprises in western countries adopted the one-minute management rule and achieved remarkable results. The specific content is: one minute goal, one minute praise and one minute punishment.
The so-called one-minute goal is that everyone in the enterprise clearly writes down their main goals and responsibilities on a piece of paper. How should each goal and its inspection standard be clearly expressed in 250 words and read in one minute? In this way, it is convenient for everyone to clearly understand why and how they do it, and check their work regularly accordingly.
One minute of praise is human resource encouragement. Specifically, the hotel's top management will pick out what the employees did right and praise them later. This can promote each employee to know what he has done, work harder and develop in a perfect direction.
One-minute punishment means that something should be done well, but it is not done well. Criticize the person concerned in time, point out his mistakes, and then remind him how much you value him. What you are not satisfied with is his work here and now. In this way, people who make mistakes can be willing to accept criticism and pay attention to avoid making the same mistakes.
The beauty of the one-minute management rule is that it greatly shortens the management process and has an immediate effect. The one-minute goal is convenient for each employee to clarify his/her job responsibilities and strive to achieve his/her work goals. A minute's praise can make every employee work harder. A one-minute punishment can make the wrongdoer willing to accept criticism and urge him to work harder in the future.
Fourth, format breakthrough management.
In the management of hotel enterprises, the purpose of reform and innovation is finally achieved through the management of personnel. Therefore, according to the changes of internal competition situation, all developed enterprises actively implement the reform of personnel management system to stimulate the creativity of employees. In Japanese and Korean enterprises, the seniority system of upgrading employees' level and raising wages has been adopted in the past. This system meets the requirements of the rapid development of enterprises and provides opportunities for the employment and development of the labor force. At present, under the new normal of economic transformation and development, these developed enterprises have entered a stage of low growth and relative stability. On seniority system can not only satisfy employees' desire for promotion, but also lead to the decline of enterprise organization and personnel vitality.
Earlier, Japanese and Korean enterprises began to reform the personnel system, and vigorously promoted the new personnel system that decided to promote employees' positions according to their work ability and performance, and achieved remarkable results. The reform of personnel system in the world's big enterprises embodies the full exploitation of human potential, invigorating the personnel system and the organizational structure of enterprises, focusing on cultivating and forming the strongman mechanism within enterprises, and forming a new atmosphere of competition, hard work, enterprising and pioneering.
V. Closed management
Closure means that management must emphasize the cooperation between individuals and the whole, and create a high degree of harmony between the whole and the individual. In management, European and American enterprises mainly emphasize individual struggle, so that different management can learn from each other harmoniously. The specific features are:
1, both collective and individual. Every member of an enterprise has a sense of mission to the company. I am the company? This is a resounding slogan in closed management.
2. Self-organization. Let subordinates make their own decisions and manage themselves.
3. volatility. Modern management must implement flexible management strategy and make progress and innovation in fluctuation.
4. Complement each other. It is necessary to encourage different viewpoints and practices to complement each other and turn the shortcomings in one situation into advantages in another.
5. Individual dispersion and overall coordination. Units, groups and individuals in an organization are all individuals in the whole. Individuals are decentralized and creative, and form an overall image through coordination.
6. rhythm. A harmonious and energetic atmosphere between enterprises and individuals can stimulate people's internal drive and pride.
Hotel service management process service preparation
As you may remember, many hotels pass a mirror before going to work. The purpose of this mirror is to let employees check whether their instruments meet the requirements of the company. Service preparation is not only to have a professional appearance, but also relatively easy to do, such as a mirror mentioned above, including whether your working environment is ready. In addition, preparations for the following two points also need to be continuously strengthened.
1. Preparation of service knowledge and product knowledge. You must have a comprehensive understanding of the products and services you provide in order to provide the best service to your customers. If the customer asks you three questions, you may have a professional appearance and a bright smile, and the customer may be dissatisfied.
2, service psychological preparation, before going to work, ask yourself whether you are ready for a positive service mentality, with full enthusiasm to provide customers with the best service. If you are not ready to start working with a happy and sunny mood, you are not ready.
Customer service
1, welcome attitude, attitude is very important, because it determines the customer's perception of the whole service. How to show your attitude and enthusiasm to welcome customers? Smiling is the most basic. But I often find that many service personnel can't even do this basic attitude.
2. Friendly greetings. Friendly greetings are very meaningful, but they are ignored by many service personnel. This is a very small thing, very easy to do. The greeting voice should be clear, loud and warm, and really convey that you are glad to meet him and thank him for his patronage. A kind created by enterprises in Taiwan Province Province? Frog style? Greetings. All the people in chorus? Are you welcome? .
3. Instant greetings. ? Don't say hello to customers, will it cause a kind of psychological pressure to customers? . Many times, our customers need to wait a few minutes to get service. Research shows that customers feel that the waiting time is longer than the actual waiting time. A customer waited for 30-40 seconds, maybe he felt that he had waited for 3-4 minutes. When you are ignored, you feel that time passes slowly. Instant greetings will reduce the pressure on customers. Why is there pressure? They feel a little uncomfortable in a strange environment. You work there every day, and they only visit occasionally. Instant greetings can relieve the psychological pressure of customers at first, which is the smooth development of services. When a customer walks into your store or workplace, greet the customer verbally within 10 seconds.
4. Make eye contact. If you can't say it out loud? Hello? Sometimes, you can greet customers with eyes and gestures, indicating that you have noticed the existence of customers and are ready to serve them immediately. Look at your customer and you can tell him that you are willing to serve him. Eye contact creates a tacit understanding between you and your customers and conveys your interest in further communication.
Understand the needs of customers
1, expected customer demand. Different people have different needs, so services should be prepared in this way. The world is very big, and all kinds of people have it. We must pay special attention to the emotional needs of customers in our service. Usually, customers have emotional needs to be appreciated, sympathized and respected, and services need to put themselves in their shoes to understand and meet these emotional needs.
2. Observe the needs of customers. Through careful observation, we can see the needs of customers. For example, if a customer stays in front of a product for a period of time, it means that he has this demand for this product, and the service personnel need to come forward to serve in time.
3. Ask and listen to customers' needs. Many times, customers will take the initiative to tell us their needs, which requires us to listen attentively to customers' conversations and understand their real needs. Sometimes customers may not be able to express their needs clearly. For example, many girls go to beauty salons for cosmetic surgery to look beautiful, but most people's real need for cosmetic surgery is to get the love and respect of others. So sometimes cosmetic surgeons do psychological counseling. The skills of asking and listening need constant practice and are also the most important skills in service.
Complete a transaction or meet customer needs.
After you know the customer's needs, you should complete the transaction efficiently as soon as possible or meet the customer's needs, and strive to make no mistakes when dealing with the transaction. After completing the transaction, always remember to ask the customer:? Is there anything else I can do for you? Show that you are willing to help them.
Build relationships with customers
1, thanks to the customer. Sincerely thanking customers for their business is an effective measure to establish relations with customers, such as using customers' names:? Thank you very much for coming, Mr. Wang. Please go. ?