50 pieces of experience in hotel and catering management
The manager should appear in the key position at the critical time and solve the key problem. This is the skill of management.
Without high-quality managers, there will be no high-level service quality.
The quality of an enterprise is maintained and improved by using people. It is wrong to punish employees without teaching them.
The inertia in work comes from the habit of exaggeration.
Managers should supervise, coordinate, manage and inspect after issuing work orders, and should not just order but not implement. For every job and every detail, it should be checked item by item and implemented item by item. Only by closely linking each link and following each step closely can we really grasp the details.
The key for managers is to develop a good work style. Which work is grasped with a solid, compact and in-depth style will achieve good results.
Strict management is not only reflected in the management of people, but also in the management of money and things.
Don’t complain about the lack of customers and the difficulty of doing business. The key depends on whether we have done enough to serve the existing customers?
The business is to run (go out for promotion) and come back, and the benefit is to do it.
The relationship between the manager and the managed is not only the relationship of “comrades in the same trench”, but also the relationship of “cat and mouse”.
Supervisors and foremen should go to the site to work with employees to supervise the quality. Be aware that quality is the basis of competition, and quality is reflected in every little thing that serves guests.
The customer evaluates the service quality by the actual effect he gets, not by whether he has tried his best.
Efficiency should be reflected in the little things. Saving time should focus on every minute and every second. Efficiency can only be achieved by doing the basic work well.
The work of the supervisor is an important part of hotel management. It is not enough for the supervisor to just talk and not do it, or just do it but not talk. Managers should pay close attention to the management of supervisors, set stricter standards, and use more scientific management methods.
The training methods of the department should be competitive, entertaining and interesting.
The characteristic of hotel work is how to organically combine tangible equipment with intangible services.
To do hotel work, you must act according to economic laws, and you must have market concepts, competition awareness, and cost accounting concepts.
The key issues should be discussed and resolved immediately, otherwise nothing will be achieved.
The flow of personnel is normal, and it is inevitable that people will come to recruit people. The key is how to improve the quality of employees according to the social reality, how to ensure that a group of personnel will go, train a group, and grow a group, and train backbones and technical tops As a perennial job; as a manager, you should continue to improve your leadership skills, consider issues thoughtfully, pay attention to working methods, and learn more about the psychological activities of employees, analyze more, ventilate more, and do more research.
Without the limitation of workload, there will be no qualitative change.
Managers should carry out inspections with work standards. To improve work efficiency, they must insist on on-site supervision.
The cultivation of quality is accumulated in the daily training bit by bit.
Only by doing a good job in the usual work, the judgment at the critical time will not make mistakes. Without the usual quality of work, there will be no critical time to save the day.
Service quality and management level are reflected in every little thing, every expression, every action, all reflect our service awareness. To have good service quality, we should first have a good work style and good ideology.
The route of the enterprise is connected by countless small points, forming its own style and spirit, so there is no small matter in hotel work, and everything is related to reputation.
Every reception job is important. It may be a simple repetition for us, but it is the first time for guests.
The management of the hotel is based on the complaints of the guests. It can also be said that the management of the hotel is based on the analysis and summary of quality accidents.
The market situation is ever-changing. We must be good at changing with the market and capturing the benefits of the moment.
Being open-minded and eager to learn, not ashamed to ask, does not mean that you have nothing.
There is no way out for an enterprise not to develop in a good situation. The resistance to pioneering comes from egalitarianism in the mind, not seeking to make progress, and not daring to take risks. As an operator, you must always be in a “rushing” posture, and you can’t keep it.
Management is to serve customers. Management itself is like the process of making products. It is necessary to study the market and pay attention to product quality.
Hotel work is actually not complicated, hardware + software + coordination + quality = quality.
It is ignorance not to see the great situation, and it is incompetence not to develop after seeing it.
To improve and maintain the quality of service, it is necessary to combine the eyes of the supervisor with the quality of the staff.
The quality and reputation of an enterprise will not be lost with the departure of one person, nor can it be taken away by one person. The personnel of an enterprise can be continuously rotated, but the quality cannot be reduced. Maintaining the style of an enterprise is the most important and also the most difficult.
The quality of people is the foundation of a first-class hotel.
Where there is competition, there will be pressure, and only when there is pressure will there be motivation, and only when there is motivation will we consciously create wealth for the enterprise.
In hotel management, we often say that the guests are always right, but in fact they are not 100% right every time. The question is whether we can give the “right” to the guests when the content of the complaint is different from the facts , “Let” reflects the quality of the hotel staff, reflects our policy level, “let” not only offend the guests, but also safeguard the interests of the company.
The eyes of managers and supervisors should be able to find problems and play a role in quality control.
A manager should have a “mother-in-law’s mouth”. Over time, employees will know what to do and what not to do.
To improve work efficiency in an all-round way, it is necessary to achieve timing, quantification, standard and progress, and start from the subtleties.
Service quality is the basis of competition and the fundamental condition for the survival of enterprises.
The management style must have “three reals”: solid, practical, and honest.
The level of the hotel should be determined by the guests. The number and severity of guest complaints are the standard to measure the level of hotel management.
Those who work in hotels must pay attention to small things, so that everything is implemented and everything is clear.
The appearance of each employee represents the style of the hotel. You must realize that your performance in the hotel is no longer an individual, but the entire hotel.
A hotel is like a machine, and each department is like each part of the machine. Only when they are closely integrated can they operate freely 24 hours a day.
“Never offend customers” is an iron principle in the service industry. A look, a smile, a word, and an action must conform to professional ethics.
The manager’s attitude towards work should be based on completion, not hours.
As a manager, you should do: have social morality, know the principles of life, know the laws and regulations of enterprises, and understand the general situation of hotels, instead of placing yourself outside the laws and regulations.