Ten golden rules of management for hotel general managers
01
A day’s plan is in the morning, and every day’s work is in mind
The first thing every morning is, whether you are busy or not, first look at how much work you have today, how much work you have today
Whether the work plan is reasonable, make arrangements for the day, and let everything start in an orderly manner.
02
Prioritize and implement one by one
When you are working, whether you are in the guest room, the front desk, or the restaurant, please follow your steps. Do a good job of breaking down the work, remembering the results of each step. Don’t be disturbed by various things in the middle of the way, messing up your hands and feet.
03
Details determine success or failure, and meticulousness creates perfection
When receiving guests, take their requirements seriously. Whether it is a customer you are familiar with or a customer you are not familiar with, please confirm whether you can fulfill their requirements. Everything is based on the customer. In some logistics work, it is necessary to ensure that the cleaning work is in place and the materials are prepared. Keep records and keep track of everything.
04
Be the master of emotions and create a harmonious atmosphere
No matter what the situation, even when you are busy and annoying, please don’t bring your emotions to work. If there is a customer complaint, please patiently explain the reason and the reason to them. Even if it’s an excuse, convince the customer. Don’t be stingy with your words of apology and embarrassment, these words are polite words that our hotel staff must learn.
05
Do not be stingy with smiles and reflections
If one day a customer scolds you in front of you, please smile and reflect on what you have not done, because no one who is busy in business will scold you for no reason. Instead of arguing about the situation, put your energy into solving the problem.
06
Understand the supply and marketing market, know yourself and the enemy
If a client tells you that your hotel is too expensive and has a bad attitude, he will never come to stay again. Maybe it’s just an accident. However, when several customers are complaining to you about this problem, we might as well go to the market outside, or the hotel next door to find out about the market, whether the cost we impose on customers is really too high, is it the service? Where there is a problem in the link, where is the crux of the problem, we must pay attention to how to break through, solve the problem, and seize the market and opportunities.
07
Treat guests as relatives
If the interests of customers are damaged, even if we cannot compensate them at the original price, it is necessary for us to reduce their losses. Because losses don’t happen every day, maybe it’s just one time we lose, but our customers are saved, our reputation is preserved, and reputation is more important than money. You may lose big customers while you care about that little money. Don’t refuse a small amount of indemnity. Small losses can lead to huge business profits. This is the so-called customer is God, how can we offend God?
08
Thank customers, give back to customers, and gain popularity at any time
For customers, a greeting and a little gift on weekdays may make customers more happy. Because they know that in the hearts of hotel people, they are not only customers with you, you can be friends. To make a good hotel, there must be excellent staff. The efforts made by these employees make this hotel more outstanding and give users a more extreme experience. And these efforts are visible to customers.
09
Love is boundless, treat every guest kindly
Even if the customer comes with a group purchase price, even if the customer does not make much profit on this order. But when you take the order, you have the responsibility and obligation to make the customer stay satisfied. Don’t underestimate the small customer, don’t directly reject it, or even complain to the customer. You are a hotel, open the door to do business, and talk about integrity and character. So we are obliged to treat every customer kindly.
10
Focus on publicity and build reputation
Business is prosperous all over the world, and the financial resources are prosperous in three rivers. To do business, you must not only have a wide network of people, but also have a good relationship. Whether you come to us for consumption, play or business cooperation, you are our VIPs. Their friends and friends are our potential customer groups, and we cannot all cherish them, love them, and use them.