How to do a good job of hotel business management

Introduction: many hotels are operating poorly, in the face of such a business status quo many of the people but applauded, and the hotel owners in the struggling operation of the clueless, how to do a good job under the new circumstances of the modern hotel business management? This is the current hotel industry people *** with the problem of concern.

How to do a good job of hotel business management 1

First, hot fire furnace law, hotel management can not be separated from the system

"As long as you dare to touch it, it scalded you, and scalded you at that time, the first scalded particularly strong, it only scalded that part of you touch it, and will not scald your whole body, to whom? It only burns the part of you that touches it, and not your whole body, and it's the same for everyone-whoever touches it, it burns, and if you don't touch it, it doesn't burn you." This is the law of "hot stove", in which this "hot stove" is the system and norms that we usually say.

Undeniably, now the hotel designated system, and not well implemented, not to mention effective. This is mainly because managers are often subject to personal subjective control, and take this as a kind of humanized management, but it is this understanding of the differences that make this system norms become a kind of pose. In fact, the system and norms is a basic foothold of humanization, it is a responsibility, a responsibility for their own and the enterprise, do not regulate the implementation of the system, it will cause the system is virtually non-existent, the management of the enterprise is also no chapter to follow.

In fact, the real "hot stove" law, can be understood as humane management. The understanding of human nature, is a gradually deepening process, the understanding of the human face is not simply to treat people as a standard of generosity and kindness, it needs to rely on managers in practice to constantly explore and refine. And this is the first to be on the basis of institutionalized management, everyone in the process of learning by ear in the formation of the correct understanding of the system norms, so as to really go to the implementation. Only when everyone has a behavioral norms, only available to speak of the so-called humane software management. Only with the system foundation, the pyramid-like skyscraper can really build up, the enterprise will have sustained development.

Second, the details of the contest, from the beginning of the service

Now the service industry competition is intensifying, from the past purely to go after the fame of the rough hotel model into the "intention to taste outside" of the hotel industry situation. Customers will be from the environment, atmosphere, service and other aspects of a comprehensive assessment, and ultimately make a choice. For the enterprise, it should start from the details, and effectively meet the needs of customers.

Service is the eternal topic of operators, with quality service to meet customer demand is one of the main goals of operators. Details determine success or failure" book has put forward a new management concept - refined management, summed up "do people, do things, do management - details determine success or failure" point of view. As people's consumption requirements continue to improve, catering companies want to get customers to favor, we must focus on the details.

The service itself is a restaurant, hotel "product", if you are attached to the product can make customers satisfied, then you are halfway to success. Details of the service is people-oriented, respect and meet the most basic needs of customers. If the hotel has a problem with a detail, it will deviate from the center of the detail service. For example, a dish with a beautiful flavor, decorated with cilantro leaves, but there are yellow leaves or small holes in the leaves, the beauty of the dish will fall steeply. A cigarette butt littered everywhere will make the hotel into ashes, a wrong positioning will lose a market, the so-called "thousands of miles of dike destroyed in an anthill" is the truth.

Success comes from the accumulation of details, for the service industry, this accumulation is the daily work procedures, service procedures, service standards system. Starting from a little bit, make sure to do the best, so as to win the hearts of consumers, the service is considered successful.

Three, round-table sales, close to your heart

"Sun Tzu's Art of War" in a "city for the next, attacking the heart of the top" has always been known for marketing personnel. Sales, in fact, was originally a war without smoke, and in this war, sales staff should be how to win the hearts of customers? Today, we introduce a sales approach - round table sales, I hope to provide some help.

If you ask you, why a lot of successful studio order table are round? Maybe you'll say "for aesthetics!" But in fact, the round table is not just a round table. China has always been concerned about harmony, from heaven and earth to the five elements of gossip, five one does not reflect a "round" word. The biggest benefit of the round table is that you can use the 360-degree activity space, so that both sides of the sale to freely shorten the distance. And moderate physical contact is more conducive to soothe the consumer's guarded mind. As we have seen in the movie long picture: the old chief affectionately patted the shoulders of small soldiers called "little kid" scene, this contact action can immediately let the old chief in the hearts of small soldiers "unattainable" image into a "Kind and approachable". Round table sales is to utilize a kind of shorten the distance between the customer and the marketing staff, thus increasing the opportunity to sell.

For salespeople, give full play to the advantages of round-table sales, shorten the distance between each other when talking to customers in a cordial way, and then appropriate to assist some physical contact, you can effectively let the sales turn into affectionate, thus doubling the effort and promoting the success of the sale, why not do it?

Fourth, pay attention to the staff = resource development

Many companies in the process of business, the staff as a cost, it is necessary to consume the assets, which is an extremely wrong idea. This is a very wrong idea. Drucker once said that "employees are assets and resources, rather than costs and expenses." He emphasized the value of people, so the staff as a resource or cost, which is the embodiment of the strategic vision and values of the hotel business managers, but also to determine the success or failure of the enterprise key.

"SARS" during the period, the guests plummeted, operating income damage, the catering industry has been greatly affected. In a downturn in the economic situation, many hotels first thought is to take the opportunity to carry out hardware and facilities renovation, but how to do the staff? Many hotels then take a batch of vacation, let the staff take the basic salary practice, in order to save costs and expenses. After the transformation of large investment, the hotel does have a more advanced and more luxurious hardware, but due to the long period of staff vacation, can not be quickly restored to a good working condition, resulting in loose work, and even some of the good staff also changed jobs as a result. So in the end the customer instead of enjoying further quality service, the hotel's brand new hardware facilities are also lack of life because of the lack of synchronized upgrading of the service staff. Of course, the final result of the hotel or not reflect its true value. The reason for this phenomenon is because the managers have been in the mind of the staff equal to the costs and expenses, not willing to invest in staff, and finally can only lose.

Costs can only be consumed, and resources can be developed, resources can be appreciated. For the hotel, the staff is their biggest resource. The development of this resource is good, the ultimate benefit is still the hotel. Imagine, if the hotel focuses on the training and care of employees, the quality of their own staff to enhance the sense of belonging to the enterprise and sense of identity will also be deepened, since the heat will be more hard to work, so that better customer service, the hotel's business in order to flourish.

Fifth, seek knowledge, create opportunities for themselves

The twenty-first century can be said to be the age of knowledge, the urgency of learning is also increasingly apparent. However, the hotel staff from time to time will complain that the enterprise to give too few opportunities, or their own "because the work is too busy, no free time to learn. Many people ignore the purpose of learning is to improve the ability to deal with the work of their superiors and subordinates to get the affirmation, so that life has a sense of value.

It has been proved that learning in work practice is more direct and effective. Because only if you combine theory and practice together, you can really integrate the knowledge, so as to transform into their own sustenance. For example, in the process of our efforts to fulfill our tasks, we can acquire new knowledge and experience. Because when we accept the task, in fact, is to obtain a learning platform, with heart and seriously to implement the process of work, is a need to continue to pay, continue to enrich their own process, so as long as we are attentive to every job, serious and responsible, then long can improve our ability to work. However, there are many employees in the treatment of leadership tasks, like to find some reasons to do not do well, to shirk, in the acceptance of the task, but also will not open their brains to think about how this thing should be done, if the leadership does not instruct, it seems at a loss. This kind of employee will only be the leader of the horse head to look forward to, there is no their own opinion, naturally, want to get promoted is much more difficult.

So, employees want to improve their own, we must first change their own concepts, in order to learn the mentality to learn, the knowledge they have learned to apply to the actual experience, we must believe that this is to create opportunities for their own, to build a platform for their own self, so that they will be in the work of continuous learning, progress, and ultimately achieve success.

How to do a good job of hotel management 2

In the increasingly competitive modern society, the hotel industry as a pillar of the tertiary industry, one of the enterprises, facing a huge challenge, Shanghai, the rapid development of this international metropolis, is in the forefront of the competition. 1998, another luxury Grand Hotel - South Xinya Hotel opened, the author through the hotel construction, management and in the two years of operation and management, the use of modern marketing concepts in the actual work, the benefits are not shallow, and y recognized its important role in the management of modern hotels.

First of all, is the market positioning, the hotel is in the center of the city's prime locations, but around the Hailun Hotel, International Hotel, Peace Hotel and many other well-known hotels, in order to obtain the market in the many competitors, the market positioning is playing a decisive role. And to set a good position, it is necessary to market segmentation. The main reason for hotel market segmentation is to effectively use the hotel's various marketing costs and resources. After our market segmentation, so that we have a correct understanding of the market, so the development of a set of flexible and suitable for the South Xinya Hotel price system.

Secondly, is the introduction of competitive strategies and fixed beyond the marketing concept, the traditional marketing concept is consumer-centric, but ignored the competitors' marketing strategy and behavior. Today, the essence of marketing connotation is not only to meet the human 's needs and desires but the conflict of enterprises. Therefore, modern marketing should set up a kind of both customer needs, but also consider the competitor's marketing strategy, under its guidance, to observe the competitors to analyze the competitors so-called "know the other side, a hundred battles are not perilous," and then formulated and implemented a series of winning marketing measures, and ultimately achieve victory. In order to effectively compete for the market, we use the latest concept of fixed point beyond. The so-called fixed-point transcendence concept is a new strategic marketing method adopted by many famous companies today to effectively compete with competitors in the market. We analyze and compare ourselves with our competitors, take the leaders among them as our development targets, and transplant their advanced experience into our daily management through inspections. We have visited a number of five-star hotels in Shanghai, and through study, we have strengthened each department's refinement of work procedures, operating procedures, incentives for sales, etc., as well as quality control and supervision. At the same time, we also examined the surrounding areas of the same level of hotels, the use of our own catering strengths, first of all, the grand launch of a large-scale Shanghai seafood city, and held a group of companies linked to the "three million food and beverage giveaway" activities, through the food and beverage promotions, so that all walks of life on the Grand Hotel has an objective understanding. In this way, to catering driven by the guest rooms, the formation of the guest rooms, catering, "two wings fly together" business situation. Initial practice has proved that the fixed point beyond the marketing concept in the modern hotel marketing role is not to be underestimated.

Again, customer satisfaction (CS) strategy and service marketing: CS (CUSTOMERSATIS睩 ACTOIN) in marketing is a relatively new concept, it is the first to be put forward by the Japanese companies business strategy, meaning that the customer satisfaction strategy, which is designed to prompt enterprises to strive to explore effective ways of operation. Improve the way of operation, personalized demand for the development trend, to take appropriate business measures, customer satisfaction in the establishment of a good corporate image, enhance competitiveness, so that marketing success. As far as hotels are concerned, to make service an effective marketing strategy, customer satisfaction is required. Customer satisfaction not only increase turnover, but also because there is a good reputation, so that customers into potential business advertisers, saving a lot of promotional costs.

CS strategy is realized with the help of service marketing. With the development of the market economy, the competition between hotels will become increasingly fierce, customer demand will become increasingly diversified, which will inevitably give rise to the product structure and the complexity of the use of the method, the customer on the product "feel the risk" (pre-purchase doubts) continue to increase, and to eliminate the customer "feel the risk ", the best way to improve customer satisfaction is to provide a series of services for the hotel outside the physical form of the product. Service marketing is not only the continuation of the product concept, but also a means of realizing the CS strategy. Therefore, the content and form of service marketing should be compatible with the requirements of the CS strategy, which requires the hotel in the pre-sale, sale and after-sale of the product and in the product life cycle of the input period, the growth period, the maturity period and the decline period of the various phases of the corresponding measures should be taken, and the quality of the service marketing as the center of the full range of all-round, whole-process control. Specifically, the new service marketing quality concept, usually the following four aspects:

1. Winning customers a heart. This is the new service quality concept of the base, it requires customers to consume service products without worries, mainly in the implementation of the implementation of no unsafe concerns, financial risks, in the process of service and after the service does not allow customers to produce distress, get to enjoy.

2. The pursuit of defect-free. The so-called defect-free (ZERODEFECT) may not necessarily defects absolutely zero, but zero as the ultimate goal, to develop the current goal in order to strive to achieve, and in the process of realizing the goal, to make further revisions to the goal, so that it seems to be defect-free non-refers to the technology but a management philosophy. The improvement and assurance of service quality is an eternal goal. Therefore, the hotel should not waste time to infer what level can be achieved, the goal of quality work is always 100% perfect defect-free.

3. Trinity of quality improvement. This is the basic content of the new concept of service. This idea is to recognize the strengthening of service quality throughout the entire process of marketing in the hotel. In fact, many hotels do not realize that service quality assurance is divided into three types: one is preventive, such as long-term demand for information on the survey, competitors and customer assessment, etc.; the second is monitoring, such as product quality inspection, service arrangements, etc.; the third is compensatory, such as redesigning the product and the hotel image. Traditional practices emphasize compensatory services, while the new concept advocates preventive, monitoring and compensatory services go hand in hand, thus forming a virtuous cycle of service quality assurance system.

4. Service quality is the responsibility of all hotel staff. The new concept that the service permeates the entire process of hotel production and operation, to make the hotel up and down the hotel culture full of customer satisfaction, to achieve standardization and scale of service quality management.

As we are a new hotel, and by the Apricot Tower Group's own management, we lack experienced hotel professional type of management personnel. Therefore, we have recruited a group of cadres with management experience in four- and five-star hotels to enrich our middle and senior management and strengthen the management. In addition, we also lack our own network, because of this, CS strategy is particularly important to us. In order to build up the reputation of the hotel in the society, we have organized the activity of "Smile Service Month", issued the "Guest Opinion Questionnaire", and given play to the role of the assistant manager's note book in the lobby. In the practice of business, we have a new understanding of modern marketing gradually, the hotel's business status is steadily rising, through continuous efforts, we have proposed to create demand and innovative marketing.

The focus of the marketing strategy of the hotel business is not only to master pricing, distribution, promotion and other non-product tactics, but also to make it a giant, able to predict the customer's yet to be able to see the demand. Through the accumulation and creation of technology to seek long-term development of the hotel business. Of course, the creation of demand is not a subjective, but in compliance with the grasp of consumer demand trends based on the laws of nature and economic laws to follow the unification.

The realization of demand creation is mainly through innovative marketing. The development of modern science, the improvement of consumption level. Changes in the hotel market environment and the intensification of competition, driving the product-based marketing elements constantly derived from the combination. Creative marketing has become the hotel to adapt to the combination of derivatives, survival and development of the intrinsic motivation. The so-called innovative marketing is the hotel enterprise to qualitatively better than the existing state of the new behavior in the role of business activities, in order to receive the intended goal of creative activities. Innovation mainly refers to product innovation, market innovation, technological innovation, service innovation and management innovation, the five innovation involves the main aspects of hotel production and management activities and the main process. These five innovations produce a linkage effect, forming a huge overall potential, which is the hotel business to reduce and avoid risk, and seek smooth development of a powerful driving force.

As a result of the establishment of a modern marketing awareness, and in practice to use, prompting the business performance is booming, in the competition to find the market, stand firm. At the same time, we are constantly optimizing our market. Therefore, the modern hotel or business, from top to bottom must master the modern marketing concept, from the practical point of view, through the theory guide practice, so that the hotel management scientific, modernization, the formation of our own characteristics.

How to do a good job of hotel management 3

Summary: In the context of the current economic development, China's hotel industry management is developing rapidly, the brand continues to improve, but there are some problems, this paper combines the actual development trend of the hotel industry to explore, and put forward the development of China's hotel industry management countermeasures recommendations.

Keywords: hotel industry management development trend countermeasures

Analysis of the current situation of management of China's hotel industry

(a) the development of the hotel industry presents the characteristics of the hotel industry

1. The product function is constantly improving. After years of development, China's hotel industry has been subdivided from the general hotel for business hotels, tourist hotels, resort hotels, conference hotels, economy hotels, theme hotels and general hotels, etc., and constantly meet the diverse market requirements. The pace of hotel group accelerated, China's hotel group of more than 100, nearly 1,000 hotel chains. Hotel joint restructuring continues to promote, franchising began to rise, the international hotel group from the high-end market to promote the middle and low source market, the internationalization of the domestic market to speed up the pace.

2. Personalized service is outstanding. Electronic information technology and chain management as the representative of modern technology accelerated into China's hotel industry, to provide guests with the global information superhighway of the new services, such as artificial intelligence on the technical temperature, the automatic adjustment of light in the guest room can have broadband Internet access, guest room TV can receive satellite network signals, remote network booking, etc., so that the development of the hotel industry more and more rely on scientific and technological advances.

3. Economy hotels will become the main market. In the lodging industry, economic hotels have the largest space for future development. Economy hotel in line with the development trend of the international hotel industry, in line with the actual market segmentation of Chinese hotels, in line with the needs of domestic travelers and insensitive to major events, changes in economic factors. China's lodging industry will shift from star-rated hotels as the main body to a new era of economic hotel development.

4. Green, environmental protection, energy saving, safety and health will become the new fashion of development. Green, environmental protection, energy saving, safety and health is the new direction of the development of international hotels, is the new trend of the hotel industry in the 21st century. Conform to these trends, and actively create green hotels, promote China's hotel industry into the "safety, health, environmental protection, energy saving" as the theme of the "green leaf" era, will be the national hotel industry to implement the scientific concept of development, the overall construction of a well-off society, and improve the quality of people's lives. Quality of life, take the inevitable choice of sustainable development.

(B) the main problems of China's hotel management

1. Uneven distribution and construction of the overall hotel. Uneven development: from the overall scale, this difference is basically in line with the reform and opening up situation, and local economic development, especially the local tourism economy development situation. A variety of systems co-existing development: China's hotel system in a variety of forms, with state-run hotels as the main body, supplemented by collective, individual, joint venture, cooperation and other management systems. The structure of the source has changed a lot: now the distribution of hotel guests, largely large hotels or city center hotels resident businessmen accounted for 15% -20%. At present, many cities to build apartments and office buildings momentum is very strong, a large number of resident businessmen will move out of the hotel, which will reduce the hotel's customer base to a certain extent. From the hotel industry's macro-operating situation, the past few years to maintain the momentum of the annual increase, China's hotel industry is in a rapid growth and is the efficiency of the growth stage.

2. Lack of branding strategy. The basic conditions of hotel chain is a high visibility brand, many successful hotels in the world in the development of the overall development strategy of the enterprise, are to publicize and expand the competitiveness of the brand in the world market as the core of the operation, but the vast majority of China's hotel companies lack of branding strategy, which may be related to the development of China's hotel industry with a shorter history.

3. Lack of hotel management personnel. Caused by the lack of hotel management enterprise talent is probably attributed to three aspects: the backwardness of hotel management education, teaching conditions and teacher level is limited, the theory and time are out of step; general enterprises in order to save costs only from other enterprises to poach talent, resulting in the overall quality of the industry's staff is not high, the brain drain is serious, and greatly hindered the improvement of the level of hotel management; at present, the public on the hotel management work Understanding is not enough, in addition to hotel management professionals, many college and university graduates are not willing to hotel employment, which to a certain extent also limits the improvement of hotel management technology.

4. Lack of mature management mode. In the country, although some hotel companies also have a wealth of management experience, but often do not form a systematic and mature management model. Many enterprises in the reference to the experience of other enterprises or from the hotel management company to obtain management technology without combining the actual situation and development characteristics of the enterprise.

5. Business decentralization and backward management techniques and concepts. At present, most of China's hotels are small-scale operations, and regional differences, uneven development, and can not adapt to and keep up with the development trend of the world's hotels, and the international success of the hotel there is still a big gap.

The development trend of China's hotel industry

(a) Group and branding

In the increasingly high degree of internationalization of the hotel industry, grouping has become an unavoidable trend of Chinese and foreign hotel business management and trends, China needs to be able to participate in international competition in the tourism hotel enterprise group, otherwise, it will seriously hamper us to become a tourism powerhouse of the process. The brand is the soul of the development of Chinese and foreign hotel industry management, but also domestic tourism hotel enterprises in the new century to achieve sustainable development of the key.

(B) ecological

Currently, the ecological management of Chinese and foreign hotels is mainly reflected in the following aspects: focus on the creation of environmental ecology, including the location of tourist hotels, service project design, functional ecological layout, etc.; to strengthen the green ecological awareness of environmental protection, such as energy saving; waste disposal, disposable supplies, such as transformation.

The hotel should cultivate their own high-tech talent, the use of the current fast interconnection network system for guests to provide quality service, so that guests from the booking to checkout can be one step, the realization of the whole computer systematic management and service. Intelligent hotel should reflect the fast, convenient, information communication and other aspects of the guests to enjoy the hotel quality service at the same time feel the hotel intelligent to bring the value of enjoyment.

(D) adhere to the people-oriented

The development of the hotel can not be separated from the talents with professional knowledge, the future development of the hotel's business philosophy should be changed from the previous "customer first, the customer is God" to "customer first, employee first! "," no satisfied employees will not have satisfied customers "so that employees work in the hotel have a sense of belonging, to protect the welfare of employees, instill the hotel's business and service concepts, to fully tap the potential of employees to realize the value of their own lives at the same time, make greater contributions to the hotel.

(E) personalized service

In this new era of rapid economic development, the characteristics of the product must be coupled with personalized marketing services in order to compete in the market to stand still, to be competitive, the hotel staff should be standardized service at the same time, the guests to provide a targeted personalized service, personalized service is to do a good job of standardizing the service on the basis of guests to meet the individual differences to the maximum extent possible. Personalized service is based on good standardized service for guests to maximize the differences in personality to meet the needs of guests.

Countermeasures to improve the management of the hotel industry

Strengthen personnel training to solve the problem of talent. Introduction of competition mechanism, the establishment of a scientific evaluation system to maximize the discovery of talent and incentives. Talent shortage is the biggest obstacle limiting the development of economic hotels. Talent training system is an important aspect of the future economic hotel must pay attention to. Another point is to further improve the salary and benefits and assessment system. Previous personnel management systems are developed for the characteristics of star-rated hotels, in the economic hotel management framework, how to do a good job of personnel incentives and assessment management is a new issue in front of the operators, this issue will be increasingly highlighted with the rapid development of economic hotels.

Overall macro-control. First of all, in accordance with the "strengthen planning, control the total amount, improve the structure, rational layout, improve the quality" of the hotel business development policy for effective monitoring, and gradually realize the hotel business industry reception capacity and source market balanced development of the control objectives.

Hotel scale operation. Hotel enterprise "group management" is a multinational hotel group enterprise success of the secret weapon. Hotels in the development and expansion of the same time should pay attention to cooperation between hotels, the establishment of a competitive hotel enterprise group.

Emphasis on consumer personalization and emotional needs. The modern hotel industry must be based on the psychological characteristics of consumers, lifestyle, attitude and behavioral patterns to engage in the design and sale of hotel products closely linked to the spiritual needs of the people, so that the hotel products and services can cause consumer **** Ming.

Hotel product development highlights customer participation, interactivity. To realize the sustainable development of talent, the overall approach is to introduce foreign talent, the establishment of the correct training mechanism. Specific operation is: the introduction of foreign talent, the establishment of a sound salary and welfare mechanism, especially the first to enhance the treatment of excellent store managers, so that more domestic and foreign talents, such as hotel management personnel and outstanding university graduates to recognize the hotel, understand the hotel, attracted to the hotel management. As these talents have higher cultural quality, and received higher education, the ability to accept new things, there is a certain ability to summarize and innovation, can play a greater role for the hotel reform and development. Establish the right training mechanism. With domestic and foreign famous hotel management colleges and universities, the introduction of experienced management personnel and training mechanism, the establishment of a specialized unified training institutions, for different levels, different levels of staff to carry out different training, gradual improvement, to achieve the purpose of unified progress.

Development of green hotel products. With the strengthening of hotel consumers' pursuit of green products and environmental awareness, product development in the hotel industry should consider the coordination with society and the human environment, develop products that are beneficial to the sustainable development of nature and society as well as the health of the hotel consumers themselves, highlight the green cultural connotations of the hotel products, and pursue a forever green hotel experience.

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