How to become a qualified hotel foreman
The hotel supervisor (foreman) is a multi-role, a grassroots administrator, a message communicator, a mentor, a powerful executor of the system, a model, and a customer complaint solver.
01
Competencies that supervisors (foreman) should have
- Possess real ability:
What subordinates can’t do, the supervisor (foreman) should know, and what the subordinates can do, the supervisor (foreman) should do better. Familiar with the job requirements and have strong operational skills.
- To achieve fair, just and open transparent management:
Any small group, favoritism caused by personal relationship likes and dislikes will cause employee dissatisfaction and lead to a decrease in manager trust.
- Good at communication and coordination, pay attention to the importance of communication:
You must know that communication is not one-way, and you should listen to the ideas of others while expressing your own views. Realize that the attitude of talking to subordinates is more important than the content of the talk. Develop a good habit of listening to the opinions of subordinates, and pay attention to language communication skills.
- Dare to take responsibility and not hide your mistakes:
As a manager, you should be responsible for your own words and deeds. Such managers are very charismatic and appealing in the eyes of employees, and they are pragmatic, responsible, and courageous in the eyes of leaders.
- Be able to correctly implement the intention of the superior, and conscientiously implement the work arranged by the superior:
The work assigned by the superior usually does not have detailed arrangements, but there will be a clear result. How to achieve this result perfectly is a test for the supervisor (foreman) and an indicator of his ability to work.
- Be honest with each other, and have the attitude of having a big belly that can accommodate the sea and rivers:
Can listen to different opinions, whether they have the same or opposite opinions, especially for employees who dare to put forward different opinions to you, you cannot ignore them, or even reject and retaliate. Such managers will only make employees look down on them and thus resist. Work hard to learn new knowledge and improve your own quality.
- Training ability:
In addition to doing a good job in their own work, they also need to do a good job of training for the deficiencies in the work of employees and the need for work. On-site training: During the work process, provide on-site guidance to employees with irregular behavior or incorrect operation, pointing out mistakes, correct demonstrations and explanations, and ask questions to ensure that employees have understood. Regular meeting training: summarize the problems existing in the work, analyze the reasons, propose improvement plans, discuss with employees, and determine the implementation.
- Ability to analyze and judge:
Regarding the problems at work and the work performance of employees, make objective analysis and judgments based on facts, have their own thinking and judgment ability, and cannot copy what others say, let alone spread gossip.
- Organizational ability:
Can effectively cooperate with the company’s activities, arrange personnel in an orderly manner, can simulate possible problems and prepare solutions.
02
Some taboos in management
1. Favor:
Loosely manage employees who have a good relationship with oneself, turn a blind eye to the mistakes of the employee, and have a different attitude towards other employees. This kind of management obviously lacks principles. Approved.
2. Not listening carefully:
In the process of communication, if you rush to express your own thoughts and opinions, and often interrupt the conversation of others, it will make people feel that you do not respect their ideas, which will lead to resistance.
3, do not understand the use of authority:
See the problem and deal with it yourself instead of pointing out the problem to the person responsible, demonstrating how to fix it and asking not to make the same mistake in the future. Such a supervisor (foreman) first did not correct his position. If he did it himself, then what would others do? Over time, employees will think that it doesn’t matter if they do less or do something wrong. Anyway, the supervisor (foreman) will do it and do it. No one cares if it’s wrong.
There are also supervisors (foreman) who must learn to use the levers of rewards and penalties to mobilize employees’ enthusiasm for work. There are no rewards and punishments, only rewards and no punishments, and only punishments and no rewards. These types of situations will have a great impact on the enthusiasm of employees.
4. Dictatorship:
When arranging tasks, it is issued in a strong command tone, which makes employees feel resistant. As for why and how to do it, the employees are not clear, and it is conceivable that the work efficiency and quality in this case.
5. Poor planning:
There is a lack of overall planning, planning and rationality in doing things, such as: asking female employees to move machines, while asking male employees to mop and sweep the floor and other work arrangements. Or after assigning tasks to employees, assign tasks to him before he has finished, while other employees are resting. Do whatever comes to your mind, lack planning and chaotic work arrangements.
03
Basic Management Skills
Show an excellent side at work, so that others have what I have, and others have me. And through training employees to establish their own prestige;
The supervisor (foreman) must first set an example, and there should not be a situation where “only state officials are allowed to set fire, and people are not allowed to light the lights”, otherwise it will seriously affect the prestige of the supervisor (foreman);
In the case of not violating the principle, listen to the suggestions of employees and allocate jobs reasonably;
Do not be stingy with praise, establish a good working atmosphere, employees are eager to be respected, and encouragement and praise are more effective than anything else;
Set an example and let employees have an object to imitate. The power of example is endless;
Clear requirements and goals, do not let employees work with doubts;
Praise first and then criticize, pay attention to language skills to make communication more efficient;
For employees with poor acceptance ability, provide help and support when necessary, and remind, request and encourage more;
Be good at paving the way for subordinates, give help to employees who are motivated, and tell them what to do to achieve their goals;
Discuss problems at work with employees at regular meetings, let employees participate in management, and establish employee ownership.
04
Organise regular meetings
Check mental appearance and appearance to ensure the seriousness of the meeting;
Do a work summary (skills, praise and criticism, establish prestige). Praise should be named, and those who do not change after repeated admonitions should be criticized and warned in public;
Seize the opportunity and conduct training according to the problems in the work. Every regular meeting is the best time for training;
Arrange the day’s work tasks, implement them to the people, ask the responsible person and answer the employees’ questions, make sure that the employees understand the content of the tasks, and remind the employees of the things they should pay attention to when completing the work. Avoid employees working with questions;
Listen to employees’ opinions and suggestions, and answer employees’ questions.
05
Sources and requirements of the meeting
· Records of regular meetings of higher-level departments;
· The supervisor (foreman) should pay full attention to participate in the meeting to ensure that the information received is accurate;
· Find deficiencies in the work through field inspections and record them in time;
· Organize the meeting content before get off work;
In addition to the training content according to the instructions of the superior, the training content of the class should be determined according to the summary;
· Determine the work plan for the next day through the summary of the previous day.
06
Touring methods and precautions
Precautions
First of all, you must understand the company’s rules and regulations and the process of each position.
Develop the habit of comparing what you see with related systems, processes, and regulations, and find differences through comparison, which is the key to finding problems.
To be a caring person, after finding a problem, you must solve it. When in doubt, ask your superiors.
If employees in the area of responsibility have loose discipline or their business skills fail to meet the requirements, they should be listed as the focus of inspection and corrected in time.
Avoid staying in one place for too long, resulting in incomplete inspection.
Tour content
Is the machine door locked? Are there any customers with abnormal behavior?
Is the machine running normally? Has the faulty machine been reported to a technician for maintenance?
Is the lighting equipment on and off on time?
Are the various signs on the machine angled, damaged, falling off, etc.?
Are the corridors, office areas, air conditioners, stairs, toilets, windowsills, etc. clean and tidy?
Are there any stains and sundries on the carpet and low-level wall?
Are the machines, stools and ashtrays clean and in good condition?
Is the employee’s work standardized? Is the mental outlook good?
Is the staff patrol work in place? Is the five-day work up to the standard?
Is the temperature in the venue suitable? Is the smoke removed in time? Is the noise disturbing the residents?
Check the plugs of the power sockets, and stack flammable materials in isolation to eliminate fire hazards.
Deal with various emergencies in a timely manner.
07
How to Manage Employee Emotions
With proper use of language skills and psychological cues, if an employee says, “I don’t want to do it, there’s no future here!” (You mean, it is not very satisfying to develop here, is it? I understand your mood) To appease the other person’s emotions until they are calm, and to understand why he thinks this way in a sincere way?
Sometimes the employee is too pessimistic. In fact, he can achieve 80 points, but he feels only 40 points. It is necessary to clearly tell the employee that he is actually doing a good job, give an example, let him build confidence, and reach some kind of consensus with the employee. Stick with it for 3 months and see how your progress is? Tell him about the current company trends and provide room for personal development.
08
The art of praise and criticism
critical skills
Discuss the facts and state the facts clearly. For example, “Why are you half an hour late this morning?” instead of “What the hell are you doing?” The employee will know where they are wrong.
Tell employees what they want to achieve, instead of the negative content “You will not be late in the future”, “I hope you will be on time in the future”, the latter is better.
Clearly tell employees how they feel “I feel very disappointed!”
To convince employees that they should take “feelings”, “I hope you will not be late in the future, we will get along better!” It is a last resort to use deductions to deal with them.
compliment skills
One of the common mistakes of managers is to take employees for granted that they do well; if they do not do well, they are scolded. In fact, the best way to motivate is to praise each other’s work results.
The ratio of praise is 2:1. If there is criticism and no praise, employees will be under pressure and your relationship will naturally become alienated.
Praise the work of employees, tell the reasons, and praise their inner quality, which can improve the psychological satisfaction of employees, such as “Xiao Ling, your hygiene is very clean, especially in some details, it shows that you are very good.” Attentive and responsible person”. If you emphasize the positive impact of employees on yourself, such as: “I am very relieved that the work is handed over to you”, the effect will be better.
09
How to do training
- It is clear that training is the biggest benefit of the company to employees. Training is expensive, but it is more expensive without training. Three principles of practical demonstration:
a. Explain the meaning and precautions of the service;
b. Give an explanation while demonstrating the operation;
c. Finally ask questions and summarize.
Emphasize key points during the presentation and use questions to test the training effect.
Ensure that each action can be clearly seen by employees, and the language is concise and clear to avoid misunderstanding. While operating, explain at the same time, and try to control the speed as much as possible.
Ask employees about some important steps and points, and ask employees to repeat the content of the training if necessary.