In a hotel, keeping people is more important than recruiting! How to deal with the relationship between superiors and subordinates, it is recommended to refer to these 6 points!
In management work, it is precisely the management of people that is difficult to manage. Because all things are done by people, how people’s thoughts and concepts, work style, especially their mental outlook, all affect the quality and results of doing things.
The following 6 relationships should be handled well in management work:
01
Guidance is more important than blame
The so-called leadership has the meaning of “leading the way, leading, guiding, guiding”. As a manager, you should be a banner in front of your subordinates, so that the subordinates can see the direction of the work. A leader should be like a teacher, constantly prompting and helping subordinates, constantly improving their work and improving their level.
The superior is not only to warn your subordinate to do something wrong, but also to tell your subordinate what to do. There are some managers who sit on top and always pick on what their subordinates do wrong, or make accusations, but can’t tell their subordinates how to do it well and not make mistakes.
As a subordinate, the most fearful thing is that the superior will not give you advice, nor tell you what is right or wrong. Such a leader, when you ask him for instructions, he will shoot you with a word. But I can’t tell the reason why it came, and I feel wrong if I give you the last sentence of Fangzheng, it just doesn’t work. So you must be full of confusion.
When you accuse a subordinate of doing something wrong, you should be able to say the wrong reasons, and at the same time give correct guidance to make the subordinate no longer make mistakes. At this time, even if you accuse him, he will be happy to accept it, because after all, he Learned the right way to do things.
Suggest:
When you don’t have the ability to guide them, it’s best not to blame them. Or in other words, when you accuse a subordinate, you must give the subordinate a correct opinion at the same time. As a leader, the ability and level must be slightly better than the subordinates.
02
Praise is more important than criticism
Evaluation is an indispensable management content in management. It is normal for the superior to be dissatisfied with the work of the subordinate, or to criticize the superior for doing something wrong. The problem is to learn to criticize, to make criticism generate a kind of motivation, not to discourage the other party, let alone generate negative emotions.
This requires mastering the skills of criticism when criticizing. It is necessary to pay attention to be reasonable and well-founded when criticizing, to seek truth from facts, to pay attention to the occasion, to convince people with reason, so that the heart and personality of the subordinates to be respected will not be hurt.
Praise is an affirmation of the work of the subordinate, making the subordinate feel that what he does is seen by the superior. He both affirmed the subordinate and set an example for others. According to the theory of human needs, this is also a satisfaction of the psychological need to be respected. It should be said that the correct praise, especially the high-profile praise, is to make it clear to everyone what you are advocating and supporting?
In the long-term management work, there is such a fallacy, that is: if you don’t talk about results, you can’t run away, and you can’t talk about problems. In practice this ignores the positive effect of praise. There is a fable about the wind and the sun in “Aesop’s Fables”, that is, the stronger the wind blows, the tighter one has to wrap the sheepskin jacket, and as soon as the sun comes out, the weather is hot, and people will naturally take it off. the sheepskin jacket. Therefore, as a leader, we must learn to praise. To some extent, praise is more effective than criticism.
Suggest:
Praise is an incentive without cost. Even if you want to criticize a subordinate, you must first find out what aspects of the subordinate should be affirmed while criticizing the subordinate. Criticism is made while affirming the merits. After the criticism, it is necessary to give direction and encouragement. This is positive motivation. Some people liken this method to the “sandwich criticism method”.
03
Rewards are more important than punishments
Necessary economic penalties are inseparable from management work, and imposing necessary economic penalties is also one of the effective management methods. However, as the saying goes, “reward and punishment, reward and punishment” should be “reward” first and “punishment” last. At present, there are many enterprises that blindly impose economic penalties, but do not have the necessary incentives, so it is difficult to convince the public.
Whether rewarded or punished, rules and regulations must be established first, and then implemented, so that rewards and punishments can be justified. It is absolutely impossible to punish first and then determine the rules and regulations, which will make people feel that they are not managed according to the rules, but managed by people.
Don’t open your mouth when it comes to economic punishment, ask for prices like the free market, and deal with it in accordance with the rules and established punishment standards. It is necessary to make employees truly feel that “in front of the system, everyone is equal”, rather than different from person to person. There is such a sentence in the official proverbs of the Qing Dynasty, the people do not obey my ability, but obey my father. This is the truth.
When it comes to financial punishment, the superior of the employee who made the mistake should talk to the employee first, so that the employee knows that he has violated the system and should be financially punished. Make employees understand that it is not the superior who can’t get along with you, but you and the system, so that there will be no personal conflict between the superior and the superior.
In order for the economic punishment to have a practical effect and serve the purpose of education, it should be pointed out when problems are discovered, rather than settling accounts after the fall. In some companies, employees violated the system and no one pointed it out. When the wages were paid, the employees discovered that there was a deduction slip in the wages, which would not serve the purpose of helping and educating people.
In actual work, some managers think that “one penalty is enough” and talk about “fine”. play.
The “whale philosophy” reminds people to learn to focus on what others are doing right. Don’t be like cat-and-mouse, picking out what others do wrong. To learn to constantly discover the advantages of subordinates, praise and reward those subordinates with excellent performance in a timely manner, which will “get more and more courageous”.
To create such an atmosphere, it is a harmonious interpersonal relationship and a pleasant working environment; cultivate employees’ sense of self-fulfillment; encourage advanced, establish a good atmosphere, and continuously improve performance; enhance the spiritual strength of both managers and employees. Instead of people worrying all day, worried about seeing a financial penalty when they are paid, everyone is fighting for the reward.
Suggest:
As a manager, you should do statistics once a year, compare the amount of fines and rewards, and see if the number is large, you will know what level your management is at. A department with a lot of fines is not necessarily well managed and its work efficiency is not necessarily high; on the contrary, with appropriate rewards, employees will feel comfortable, and managers will also feel comfortable, and performance will increase significantly.
04
Service is more important than control
Control is one of the five functions of management activities (planning, organizing, controlling, motivating, leading). Managers should control the whole process of the cause, development and result of a thing from the perspective of management. Such as the supervision of the activities of employees, the supervision of assets and business activities, the control of the whole process of quality and so on.
Its purpose is to enable the enterprise to develop healthily in accordance with the determined goal and direction. But in practical work, people tend to ignore the function of the superior to serve the subordinate, and the conflict between controlling and being controlled is formed seriously.
Management itself is service, and the responsibility of managers is to determine the goals of the enterprise and provide employees with the conditions needed to achieve the goals. Therefore, service is more important than control in actual work.
As early as more than 20 years ago, the concept of “three services” was put forward in the hotel, that is, the second line serves the first line, the leader serves the staff, and the whole staff serves the guests. Only through the respect of the superiors for the subordinates, doing practical things for the subordinates, being the logistics of the subordinates, serving the subordinates well, and making the employees identify with the enterprise and the culture of the enterprise, can a joint force be formed.
Do a good job of control in a harmonious working environment, so that the role of control can be better played. Enterprises should form a community of interests with employees, so that employees feel that they are not doing it for others, but for themselves, so that the relationship between control and being controlled is not incompatible.
Control in service This is the best and most effective management method. The hotel industry is a labor-intensive industry, and it is also a direct-to-consumer industry with difficult quality control. In the all-weather business, one link is tightly connected with the service chain of another link, and human control alone is not enough. For example, employees on night shifts can’t get a rest after get off work, and they will doze off when they go to night shifts. The problem cannot be solved by inspection and punishment alone. Managers must first solve the problem of rest for employees off night shifts, so that there will be fewer opportunities for problems. .
Suggest:
As a manager, you should always remind yourself that you are a manager in your own behavior, but you should also remind yourself at work that if you want your employees to devote themselves to their work, you must first think about what you can do for your subordinates. Also know what subordinates need you to do? The more services you provide, the better the control will work. Therefore, control should be reflected in the process of service.
05
Model is more important than system
The vast majority of enterprises have a complete set of systems, but these systems are basically the products of some literati behind closed doors, or the product of copying. After the system is finalized, most of them are written on paper, or they are placed in a cabinet and hung on the wall.
We do not oppose the establishment of rules and regulations, and there should be rules to follow, which also sets a rule for the operation of the enterprise. But the key question is whether it can actually be followed and implemented?
It is important to have a system and implement it, but the leading role of managers cannot be ignored. There are many strange phenomena now, and the people who make the system are often the ones who destroy the system. This makes the system pale and weak.
As the saying goes, the power of a role model is infinite, it is better to make an appearance than to shout, and the upper beam is not right and the lower beam is crooked, all of which illustrate this truth. As a manager, you must do it. If you ask employees not to do it, don’t do it yourself; if you ask employees to do it, you must do it first. At critical moments and in difficult moments, managers can be seen, so do you still use the system to restrain employees? So it is not enough to rely on the system to manage people.
You are a manager, you supervise employees all the time, in fact, employees are also supervising you all the time, but your supervision can exercise power to manage employees, and employees can only follow secretly.
At work, people don’t look at the system, they look more at the managers around him. Managers are like a mirror. The mirror is bright and flat, and the employees will do what you do, and they will not be deformed. If the mirror is not flat, it is a funk mirror, and the employee’s work must be deformed.
Suggest:
Blacksmithing must first be hard. To be a qualified manager, you must first learn to lead by example, and you must first be a good employee. If you can’t do this, don’t be a manager at all. When you can’t do it, don’t say those pretty words that can only be heard by employees, and the negative impact will be greater.
06
Keeping people is more important than recruiting
The “enterprise” of an enterprise is the combination of “people” and “stop”. “Stop” can be understood as “stop, stop, stop, prohibit” and so on, which means that if the people in the enterprise can stay still, this is called an enterprise, otherwise it is called a free market.
At present, the turnover rate of personnel in enterprises, especially in the service industry, is relatively high, and many units are worried about not being able to recruit or support people. I spend all day researching recruitment issues, but very little researching retention issues. So keeping people is more important than recruiting.
At the beginning of the business, recruiting is the main contradiction, that is, what kind of people are needed? Where are you hiring? How to attract people? People attract and keep people is the main contradiction. We should maximize the space for personal development for our employees. It is necessary to cultivate people, inspire people, motivate people, and make good use of people from both material needs and spiritual needs. Make employees identify with the company and share weal and woe with the company.
I have talked to employees many times and I asked them why they were leaving? The benefits and jobs were discussed before you came. You agreed, but why did you leave? They said that the working environment and atmosphere were not good, and the work was unhappy. This requires us to improve our working methods and think about problems from the perspective of humanized management.
On the issue of labor cost, many companies only consider the direct labor cost but ignore the indirect labor cost. The value created by a mature employee and a new employee is different. Take a hotel as an example, an employee without professional training will not be able to guarantee the quality of service, the work efficiency will not be high, the probability of equipment damage will be higher, and some may even be injured.
New employees will completely offend the guests because of improper service, which will affect the efficiency of the enterprise. Although the salary of a new employee is not high, the indirect cost caused by him is not obvious and incalculable. According to the estimates of relevant international agencies, the cost of replacing an employee is $3,000–$5,000, and the cost of replacing a manager is $20,000–$35,000. A world-renowned hotel management guru said, “If you can’t keep your employees, you can’t keep your guests. In order for a business to thrive, it must first make employees happy.