Hotel management should use 'seven hearts'
01
Hotel management responsibility
The hotel management company means that each department implements and implements the specific management work of the hotel in accordance with the requirements of the general manager.
Management not only relies on manpower, but also is used in conjunction with hardware facilities. Managers should put energy into training and education, and check the work processes, service standards, management systems and details that employees should have in their daily work.
Responsibility determines the future. If a manager has a sense of responsibility, the daily work in charge will definitely be excellent, the execution will be very smooth, there will be no errors, the work plan must also be far-sighted, and the work performance will be recognized.
Modern enterprises need people with a sense of responsibility and the courage to take responsibility, and also need a management team and employees with a sense of responsibility.
02
Attention to detail management
The detailed management of the hotel runs through the daily decision-making, command, organization, management and implementation.
The so-called “shangxin”, that is, the detail management involuntarily penetrates into everyone’s heart, is a consciously good habit, not a formal “false heart”.
03
Execute management carefully
Management should not be limited and rigid in form, but must abide by the regulations of the enterprise, especially for service management, it should be practical and practical. Implementation is a process, and implementation is the guarantee of implementation.
The general manager has been improving the service at the meeting. He has to ask himself whether he has done it? How much? Can it be improved? Can it be further explored? To enhance the brand value and service value.
“Careful” means to carry out efficiently and ensure the effect in daily work, to do well in advance, to be in place, and to be precise in every aspect of the hotel’s requirements and standards, and to think from the overall and height of the hotel.
04
persevere to persevere
Hope to complete the work better not only requires us to spend time and energy, but also requires us to have a perseverance, the so-called: perseverance, perseverance, long-term is endurance!
If you don’t even have the most basic perseverance, then your pace of development will not be consistent with that of the hotel, and your work will not be meticulous, precise, and in place.
05
Sales service comes from the heart
Only a smile from the heart can be contagious and charismatic, regardless of the position or image of the other party? We must use standard etiquette, service from the heart and a smile to sincerely receive each guest.
The hotel is to win the recognition of the guests by service, and the respect of colleagues is also mutual, so that we can win each other’s respect.
When serving customers, pay attention to the language, tone, speed, communication and reception skills of the service, and do things from the perspective of the hotel and the guests.
We are one big family and all hotel staff are expected to respect each other. Even if you think that the guests are unreasonable requests and complaints, you must first maintain a normal attitude and accept them, solve the problems for the guests in a timely manner, and then explain and deal with them calmly.
Don’t think that complaints and unreasonable demands are terrible. It is precisely that complaints and unreasonable demands help you to experience and improve yourself. If you can handle everything with ease in this state, the so-called complaints and unreasonable demands are just grinding you down. Elevate to a higher level.
The efficiency of the hotel goes up, and the welfare of the employees will be relatively improved. But it is even more necessary for each of us to actively participate in the full-staff sales of the hotel, do a good job in various tasks, provide customers with satisfactory and surprising services, and create more brilliant performance.
06
Exchange of ideas with sincerity
Timely communication can avoid detours in work, fewer problems, consistent thinking, fast execution rate, and also pay attention to the way of communication.
Direct criticism can easily lead to conflicts and contradictions, leading to a contrast in the hearts of employees. It is irresponsible to make a decision just for the sake of execution without thinking.
The purpose of criticism itself is to change mistakes and reduce mistakes. By drawing inferences from one case to another, preventing other personnel from making the same mistakes, it is not to punish them without asking indiscriminately. In this way, the psychological contrast of employees is large, and the gains outweigh the losses. However, it is also possible to look at the problem through these contradictions, to see whether a person’s work, communication, and coordination skills are in place.
Especially for employees with extroverted, introverted and merged personalities, they should criticize, praise, educate and supervise on different occasions.
Because, where there are two people, there will be conflicts, but these problems can be solved through good communication, and communication also needs to be constantly run in.
07
learning to increase curiosity
The so-called “full of losses, modest gains”, we should continue to learn hotel product knowledge and improve professional knowledge and skills. No progress is regression, we should not be satisfied with the current status quo and stagnate, we should strictly require ourselves to improve to a higher standard.
At present, there is such a phenomenon in many places. They all think that they are the most authoritative or capable people. It is not good for other departments to talk about things, and it is not good for them. They dare not take the main responsibility. It seems that taking responsibility is incompetence. . In fact, it means that we have lost the enterprising spirit, sense of responsibility and sense of mission to learn from more professional peers. Or we don’t have it ourselves, but we are just lucky.
To be honest, let’s not only position ourselves as a manager, the three words “manager” need us to think deeply…
We must keep up with the development of the hotel industry, adapt to the general environment, focus on the big picture, start from the details, learn from better peers and professionals, pay attention to and are destined to help employees establish career plans, and carry out on-the-job training activities , to condense the sense of belonging of employees and establish service values, establish a “benchmark” for the role model, and reserve better talents, otherwise it will face the elimination of the fierce market.