Hotel Operation Management Plan

The modern operation and management of star hotels is a scientific systematic project. It not only requires new concepts and scientific management models, but also focuses on internal Division of labor and cooperation, also known as team spirit.

To manage a hotel well, you must first have good management methods, constantly reform and innovate, and have a sense of attraction to customers. So how can you have a sense of attraction? I have a few suggestions:

1. Regarding the reform of the guest room department

Generally, the guest room divisions in hotels are not very clear, making it difficult for guests to find their room. I suggest:

1. The guest room sections should be clearly divided into high, medium and low-end rooms. Make signboards, one area for high-end houses, another area for mid-range houses, and another area for low-end houses.

2. The decoration of the guest room department may be different from other hotels, and some scenes can be added. (such as flowers, grass, trees, etc.) to make guests feel a strange feeling when entering the guest room. I have the following suggestions:

⑴Light wake-up. Since many people are accustomed to adjusting their wake-up time based on light rather than alarm sounds, the new wake-up system will gradually increase the light in the room half an hour before the guest's set wake-up time until the lights at wake-up time are as bright as daytime;

⑵Keyless door lock system, using fingerprint or retina to identify guests;

⑶Virtual reality windows, providing the scenery outside the window chosen by the guests;

⑷ Automatic sensing system, light, sound and temperature can be automatically adjusted according to each guest's preferences;

⑸"White Noise". Guests can choose the background sound that makes them feel most comfortable;

⑹Electronically controlled mattresses can enable different guests to get the most comfortable feeling in bed;

⑺Nutrition Recipes specially designed according to the physical condition of the guests.

The above costs may be too high, but we can learn from them in the future. These are also the trends in hotel development in the future.

I think the development trends in room service are as follows:

1. Project enrichment

The establishment of room service projects considers but is not limited Rather than being limited by grade, star rating, etc., we fully consider the needs of guests and the actual situation of the hotel, so that the service items tend to be enriched. Even if it is the same service item, we strive to form the service characteristics of this hotel. For example, some hotels located in scenic areas with beautiful environment, considering the inconvenience for guests to enter and exit, set up small libraries on the floor area to enrich the evening life of some guests who prefer quiet. The same is the in-room mini bar service. Due to the different reception of guests, some hotels display snack-based foods, while others display fast-food noodles and other foods that can satisfy guests. These differences make the room service items richer and better able to meet the needs of guests.

2. Personalized service

Standardized, programmed and standardized services are the basic guarantee of hotel service quality. However, only standardization without personalized service is incomplete and cannot truly meet the needs of guests and fully satisfy them. Therefore, in today's increasingly fierce competition in the hotel industry, personalized services have become a favorable measure for competition between hotels and a major service trend. This is especially true for room service. In order to provide personalized services and gain the loyalty of guests, guest rooms usually establish complete guest history files and continuously adjust service procedures and standards according to changes in guest needs. For example, a hotel that provides turndown service must be able to ensure that the guest's favorite bed is provided with the guest's favorite fruits, tea and other items. We no longer force all guests to read the same newspaper, but put their favorite ones into the guest room based on guest history files.

3. Intelligent facilities

With the advent of the high-tech era, guests, especially business guests, have put forward higher requirements for various hotel facilities, driving The facilities in the guest rooms are developing in the direction of intelligence. For example, the guest room key system uses a smart IC card key system, or even an induction door lock or fingerprint door lock system; the automatic control system in the guest room is controlled by sensors, and the lights turn on when people enter, and turn off when people leave, etc. There are also advanced communication systems, interfaces for broadband networks, e-guest rooms, and TV systems that can provide information on guests' consumption in the hotel, reservations for meals in the room, ordering goods, choosing movies, etc.

4. Greening guest rooms

Today, when we advocate sustainable development, creating green hotels has become a fashion, and the greening of guest rooms is an important part of it. Therefore, guest rooms usually place cotton no-clean reminder cards in the guest rooms and bathrooms; reduce the variety and quantity of guest supplies that are not needed by most guests, and remind guests that if they need these items, they can notify the guest room center to provide them; use bathtubs in the bathrooms The liquid dispenser of liquid and shampoo replaces traditional disposable containers to reduce the pollution caused by disposable containers to the environment; the small refrigerator in the guest room adopts absorbent environmentally friendly products; the use of disposable plastic supplies is reduced, etc.

5. Designing human culture

The design of guest rooms pays more attention to human feelings and tends to the development direction of human culture. For example, the location of the sockets is more carefully designed to facilitate guests' use; the seats will be more comfortable, and at least they should have wheels for easy movement, and the height can be adjusted to meet the dual needs of guests for working and resting; the lighting should also consider beautification. The environment also takes into account the needs of reading and working, with sufficient brightness and so on. In addition, the needs of disabled guests should also be taken into consideration. All floor areas that disabled guests may reach should be designed to be barrier-free. Facilities that may be needed should be self-serviceable without the help of others. This also reflects a kind of social civilization.

6. Diversification of types

With the development of the hotel industry, some far-sighted hotels have begun to create their own characteristics, and the type of guest rooms is what distinguishes them from other hotels. Important aspect, as a result, the guest room types show a trend of diversified development. Such as business rooms, conference rooms, leisure vacation rooms, non-smoking rooms, ladies' rooms, children's rooms, disabled rooms, blind rooms, double rooms, connecting rooms, etc. As room types tend to be diversified, hotels have gradually formed their own characteristics and tried their best to satisfy guests in their own unique market segments.

2. Regarding the reform of catering background music and catering work

If a high-end restaurant wants to create a relaxed and comfortable atmosphere, it may even provide employees with a comfortable working environment. In addition to ensuring service, hygiene, food quality, etc., the help of background music is indispensable. However, most restaurants often do not pay enough attention to the management of background music. I have the following suggestions:

< p>1. Choose light music at the beginning of work to mobilize the morale of the staff;

2. Music with light rhythms in Chinese and English during business hours makes people feel happy;

3. Rest time The music should be mainly lyrical and soft;

4. When the business starts, the same song can be played regularly to serve as a reminder;

5. Do not play popular songs during business , it is best to use light music as the main theme. When changing the tunes, a beautiful fixed tune should also be retained as the main theme of the restaurant. The sound control should be moderate, avoid being loud and quiet, and a dedicated person should be responsible;

The catering industry is a complex business structure: making a dish involves complex processes such as ingredient selection, rough processing, fine processing, heating and maturation, seasoning, cooking, and dressing. Catering relies on traditional craftsmanship to serve consumers, with many types of work, fine division of labor, high requirements, and strong technical skills. Cooperation in each link is very important, and each position must be reasonably arranged and divided into divisions of labor. Therefore, the selection of the chef team and the selection of middle-level managers should be particularly cautious. Let me talk about my personal views on hotel management: As the saying goes: "Three points of skill, seven points of work." separate management". As far as management is concerned, why is it important? In management, we must emphasize results, efficiency, and quality. Survival depends on management. If management is not good, the efficiency will not be good.

In order to do a good job in our hotel, we summarize the following operation and management experience.

(1) Improve employees’ own quality. Observe professional ethics, strictly enforce labor discipline, clarify management regulations, formulate various management systems and production standards, and do a good job in organizing, directing, supervising and regulating every link. Service staff must be trained before taking up their posts, and hard work and laziness must be rewarded to encourage employees to make progress. Regular meetings must be held every day to summarize shortcomings and carry forward strengths.

(2) Make the best use of everything. No matter what kind of dishes we operate, we must reduce the waste rate to the lowest level and increase the cost recovery rate to the highest level. Cost raw materials are the basis of dishes, and the size of the cost determines the level of profit. Therefore, the cost is lowered when selecting ingredients, and profits are passed on to consumers, so that the price can be better accepted by customers.

Establish a standard card for the types of dishes, stipulate the types, specifications and quantities of raw materials used, accurately calculate costs, and operate all production rates according to specifications and standards. This not only controls the cost, but also ensures the consistency of product quality, achieves standardization, and is important for maintaining the quality of meals. The quality is very favorable.

(3) Drive business initiative with leading dishes. Continuously introduce the store's special dishes from the mid-range dishes and sell them at a slightly higher cost to stimulate guest consumption and enliven the hotel atmosphere. It also needs to adapt to the needs of consumers of all levels in order to seize the initiative in the catering industry. (4) Food has no fixed taste, choose according to taste. No matter what kind of dishes you sell, you must follow the local customs, take the local tastes into consideration, and adapt to changes in local tastes so that consumers can accept it. If the customers think it is delicious, then "long live". Besides, Cantonese cuisine, Hong Kong-style Cantonese cuisine, Hunan cuisine, Sichuan cuisine, etc. are combined with local living habits. On the basis of highlighting and maintaining their characteristics and selection, they must adapt to the tastes and living habits of local people.

(5) To produce safely, each department must grasp its own area of ??responsibility (including raw materials, sanitation, etc.). Purchasing, warehousing, and production must establish running accounts; services, production, and cashiers must also establish good financial systems. Implement a fragmented contract system and regularly inspect the health and production conditions of each department to create a good working environment. I believe that if we want to run our hotel well, we should understand the general environment and trends, grasp the psychology and taste of our customer groups, know the enemy and the enemy, make scientific decisions, and find a business path. Traditional dishes go hand in hand with improved and introduced western food and innovative dishes. Only by broadening our thinking can we adapt to the consumer needs of today's catering market economy and society, gain a firm foothold in the fierce competition, and lead the trend of catering.

3. Human resources management of the catering department

The catering department is an essential department in modern hotels that serves customers and generates revenue for the hotel. It is playing an increasingly important role in hotel operations. the more important role. With the development of social productivity, increasingly frequent international social and economic exchanges, the rapid development of tourism, and the great improvement of people's living standards, the catering industry will surely further prosper and develop.

Economic globalization and diversified competition have made competition in the catering market more intense. At the same time, we are facing opportunities and challenges to go global and develop international markets. Competition in the hotel industry and catering market is essentially a competition for talents. If you want to remain invincible in the fierce competition and synchronize with the development of the international catering industry as soon as possible, the first issue is to do a good job in catering. The human resources management of the department adopts the management philosophy of “people-oriented” and “people are the first element of an enterprise”.

To do a good job in human resources management of the catering department, fully mobilize the enthusiasm of all employees, and create better economic and social benefits, we should start from reasonable staffing, scientific arrangements, full staff training, incentive mechanisms, etc. Aspects to focus on?

A. Reasonable staffing and scientific arrangements

Capacity quota is the basic work of catering management. Various plans are prepared for the catering department and the job responsibility system and economic accounting system are implemented. Providing scientific basis can prevent disadvantages such as overstaffing and uneven labor, and is conducive to improving the enthusiasm and labor efficiency of kitchen and restaurant employees. One principle to be followed is: highlight the word "fine", the organization must be fine, the personnel must be fine, ensure full capacity operation, and ensure that everything is managed by someone and everyone is in charge.

I think the following methods can be used:

(1) According to the scale and grade of the hotel, the number of people can be proportioned. Generally speaking, the ratio of management personnel should be 1:10, and the ratio of restaurant personnel and kitchen personnel should be 1:1.

(2) Determine the number of people based on labor efficiency and combine the number of people with the quota. Many restaurants determine the number of people based on the type of restaurant, tables and chairs, and the number of guests that can be received, such as banquet halls and high-end banquets: 1 Only round tables, 10 guests, need 2-3 waiters; general banquets: 1 table, 10 guests, one waiter is enough.

(3) Staffing based on job responsibilities and equipment: Office staff in the catering department and some positions that require supervision can be staffed according to the scope of responsibilities; staffing can be determined based on the number of equipment, as well as the business capabilities and proficiency of the employees. Specific grasp.

(4) Arrange shifts scientifically. Due to the many types of work and the large differences in positions in the catering department, shift arrangements must meet business needs.

Regardless of whether it is a one-shift, two-shift or three-shift system, it must ensure that the needs of restaurant operation and service are met, and arrangements must be made reasonably and scientifically, that is, the enthusiasm of employees must be brought into play to ensure full capacity operation, and the tolerance and difficulties of employees must also be considered. We care about the physical health of our employees and prevent them from becoming war-weary due to long-term overload work. Human endurance is limited. Overloaded work and lack of adequate rest for a long time will wear down the body. Over time, restaurant operations will be affected.

In terms of management of quotas, a scientific management mechanism of “someone is in charge of everything and everyone is in charge” must be achieved. Achieve the reduction of complexity into simplicity, one person with multiple abilities, one person with multiple responsibilities, one person with multiple responsibilities, and one person with multiple posts.

B. Effectively train all employees

If the catering department wants to be unwilling to lag behind in the fierce competition and gain obvious advantages, it must strengthen the training of all employees and comprehensively improve Overall quality. To do a good job in training, the key is to be innovative in thinking, and to constantly accept new theories, new concepts, and new things. Only by continuous innovation can sustainable development be achieved. Innovation is the source and inexhaustible driving force of catering enterprises. As long as we persist If you innovate in thinking, you can achieve technological innovation and provide new products to guests. Training is essentially a process of learning new knowledge, new theories, and new technologies.

A large amount of data shows that training and no training are completely different. Foreign hotel groups have multiple training bases and have strict training plans every year. For example, the well-known brand "KFC" attaches great importance to employee training and has built training and education bases. Through training, employees can improve their work skills, enrich and improve their own knowledge, provide personal development opportunities, and inject vitality into the development of the enterprise.

In recent years, well-known brands such as "Little Blue Whale" and "Lvyin Pavilion Cafe" have emerged in China. Their success is also due to training and learning. They have gone abroad to Japan and Countries such as the United States and Europe learn advanced and modern management concepts. Ask domestic college professors and catering industry experts for guidance, or hire professionals. The biggest thing they have in common is to learn, learn, and learn again.

Comprehensive training for the catering department, mainly including: management talent training, professional ethics training, professional knowledge and skills training, and basic foreign language training.

Training methods should be flexible and diverse and adopt a variety of forms. The most commonly used ones are "invite in" and "send out." Expert professors and culinary masters from domestic and foreign colleges and universities are invited to give lectures on business theoretical knowledge and practical skills training.

If possible, send management talents and business backbones abroad for further studies, or study at well-known domestic catering companies. In order to consolidate and assess the training learning effect, on-the-job training, technical competitions, and business assessments must be carried out in a planned manner to consolidate management level, cooking technology level, and service skills.

C. Establish an employee incentive mechanism

In terms of employee motivation, through the construction of corporate culture and corporate spirit, a kind of corporate cohesion and team spirit is formed in the company. Team spirit is a management theory system composed of specific goals and comprehensive means. In terms of team spirit and employee motivation, the well-known brand "KFC" pays special attention to the incentive culture. The successful development of "KFC" in China also benefits from incentives. Culture, senior management of the group often go to the restaurant in person to boost employee morale, and regularly inspect the restaurants under their jurisdiction to make communication more effective and to create a sense of honor, pride and responsibility among subordinates.

“Team spirit is the soul of an enterprise!” In terms of specific implementation, I think the following measures should be taken:

(1) First of all, there must be a good corporate environment

< p>Only by establishing a good environment that makes employees feel cared for and respected, employees will consciously work harder. Without happy employees, there will be no happy guests.

(2) Motivate employees with their ideals, goals and self-worth

According to the development of the enterprise, set specific goals so that everyone has their own work goals and motivate employees Compete to achieve work goals, encourage employees to overcome difficulties, never give up until goals are achieved, and realize their own value. For example, enterprises participate in activities such as excellence creation and star rating, and use the goals that the enterprise wants to achieve to motivate employees, so that they will create all conditions and work selflessly to achieve the goals regardless of remuneration or working hours.

(3) The power of role models is endless

Models are very specific, such as leaders who set an example, advanced figures and examples in the unit, and heroic models in society, Heroes throughout history can inspire employees to achieve extraordinary results.

(4) Clear rewards and punishments, and use systems to motivate people

Spiritual and material rewards and punishments at home and abroad have always been a powerful and effective motivating factor and management method.

For example, employees with good skills, great contributions, and hard work should be praised spiritually and rewarded materially. As needed, you can be transferred to a key position or a position where you can play a greater role, be promoted, go out for study and inspection, further your education, or give priority to housing. Through the above means, it will have a positive impact on the psychology of the recipients, generate positive power, and promote the healthy development of interpersonal relationships within the enterprise.

Those who have poor skills, violate disciplines, and cause losses must be punished, and employees who refuse to change despite repeated admonitions must be dismissed. Appropriate punishment can educate and serve as a warning to those around you. Failure to punish an employee will affect the enthusiasm of employees and bring about adverse consequences.

Famous Chinese and foreign brands and successful catering companies have a set of systems and job responsibilities that are consistent with the actual conditions of their companies to standardize the words and deeds of their employees. Using the system to shape a group of people ensures the high-speed operation of work; a series of effective institutional measures lay the foundation for enterprise management.

Practice has proved that the strength of institutional management is long-lasting, and the power of scientific mechanisms is huge. As long as the absolute authority of the system is effectively maintained, enterprises can embark on standardized management.

IV. I would like to discuss the following points about the competitive strategies that hotels can choose in the competition:

1. Win through innovation. As the objective environment changes, as well as guests' consumption desires and habits, hotels continue to develop new service items and content, and create new ideas in the hotel's architectural appearance, guest rooms, and restaurant layouts.

2. Win with quality service. Service quality is the lifeline of a hotel's survival and development and the core of improving its competitiveness. No matter how good the hotel's equipment is, if it is not matched with high-quality services, it will be eliminated in the competition; on the contrary, if the equipment is poor, if it can provide high-quality services, it can win the trust of guests and win in the competition.

3. Win quickly. Quickly adapt to changes in market demand and provide customers with satisfactory services in a timely manner. Hotel managers must work hard on the word "fast" so that they can take the initiative, seize favorable market opportunities, gain the initiative in the competition, and win with speed.

4. Rely on advantage to win. Hotel operators should maximize their strengths and avoid weaknesses, give full play to their own advantages, and make full use of their favorable conditions to strive for a favorable competitive position.

5. Review and Foresight

Look back on the past ten years and foresee ten years from now.

Summary experience and lessons, don’t repeat yourself. You must be good at exploring original thinking from the path you have taken, and use this to predict what to do next and what measures to take. Although it is impossible for us to know 500 years in advance and 500 years in the future like Confucius, we must at least know 10 years in advance and 10 years in the future, otherwise we will not be competent business leaders.

Pursue the word "win" with talents beyond the reach of ordinary people.

Innovation and Creation

There is no static market and no static management. What made us money last year may not work this year. The environment is constantly changing, and managers must continue to innovate and create. From hotel products and services, from hardware to software, from work to life, we must continue to innovate and create.

Advocating speed and pursuing change. From services to management, from processes to models, there must be innovation and changes. No innovation means that you will not innovate and can only wait to be eliminated.

It is necessary to frequently change the company's basic framework, learn to use new business methods, allow employees to adapt to the new working environment, and allow them to dare to take risks and innovate.