hotel management

Chapter 29 Hotel Human Resource Management (3)
Incentive means that the salary policy of the hotel should be conducive to enhancing the sense of responsibility and teamwork spirit of the employees, to help the employees to study technology assiduously, to continuously improve the business level, and to stimulate the employees to improve the quality of work, so as to increase the economic benefits of the enterprise.Therefore, the hotel's salary policy must implement a differentiated management with emphasis.In this regard, the strategies that the hotel can adopt mainly include the adoption of a special salary system. For example, for the management layer, the salary system of the equity system and the option system can be adopted; for the management layer, the annual salary system can be adopted; The allocation method of the economic responsibility system.The second is to implement a key post tilt system, that is, to widen the salary gap between low-level posts and high-level posts, and the salary policy should be tilted towards key positions, key talents, core positions, and core talents.The third is that the hotel's salary policy must reflect the principle of distribution according to efficiency and benefits, and the salary should be determined according to the contribution.

3. Fairness

Fairness, that is, the objectivity and rationality of the hotel's compensation policy.After the hotel employee has achieved results in his work and received rewards, he not only cares about the absolute amount of rewards, but also cares about the relative amount of rewards. The fairness can be expressed by the following formula:
Income from personal remuneration I pay = Income from other people's remuneration Others pay

For this reason, the hotel must pay attention to the design and management of the salary system: first, it is very important to have a clear principle of consistency, and there is a unified and explainable normative basis; second, it must create conditions for equal opportunities and fair competition for employees so that they Each can do his best and everyone can do their best; third, a scientific performance appraisal system must be established to ensure the objectivity, fairness, comprehensiveness, accuracy, and integrity of the performance appraisal system; fourth, democracy and transparency should be enhanced to avoid salary distribution The "black box operation".

4. Effectiveness

Effectiveness, that is, the design and management of the compensation system, as an investment decision, must pay attention to the feasibility and effectiveness of the investment.In this regard, the total amount of wages should be moderate, and attention should be paid to the indicator of the proportion of wage expenditure in operating income to ensure that the increase in labor costs is compatible with the increase in operating income.The second is that the hotel salary system must comply with the policies and laws of the party and the state to ensure legal and effective human capital investment.

([-]) Competitive incentive mechanism

Everyone will pursue upward, and have a sense of honor to win the competition.A stable living environment is what people need, but an overly stable working environment is often not conducive to the display of people's ingenuity and enthusiasm. A competitive working environment can give people great stimulation and encourage people to work hard. The realm of satisfaction is sought in the process of endless struggle and struggle.

To introduce a competition mechanism, hotels must first pay attention to the design of employees' careers and help them determine the direction of career development; secondly, they must establish a scientific hierarchy and establish clear goals for employees; "Lifetime tenure", break the "big pot of rice", implement a personnel system that can go up and down, can enter and exit, job flow, job flow, and a distribution system of "everyone can do his best, work more and get more, work less and get less".In addition, it is also necessary to use various forms to carry out various competitions centered on improving quality, improving management, and improving efficiency, such as the selection of "service stars", "smile masters", "operating technology competitions", etc., and Pay attention to the feasibility of competitive goals and the scientific nature of reward means, that is, the goal setting should meet the needs of the vast majority of employees, so that employees can strive for it.Of course, in order to give full play to the role of competition, the hotel must give all members equal opportunities to develop their respective talents.

([-]) Leadership Incentive Mechanism

The level of enthusiasm of employees, the size of corporate cohesion, in a sense, the key lies in the quality of hotel managers.As a manager of a hotel, on the one hand, he must set an example and practice to improve his self-cultivation; on the other hand, he must improve his management methods and improve his leadership skills.

1. Fully understand employees and enhance their self-esteem
Understanding is a common need of people.Hotels need the understanding of society and employees, and employees also need the understanding of society and managers.Everyone has their own dignity and personality, and they need to be recognized by society and respected by others.This desire is especially strong among hotel employees.Because the hotel is a service industry, in order to achieve good social and economic benefits, it must establish the service tenet of "guests first", that is, treat guests as leaders, give them full respect, and give them full attention like friends.But hotel staff are human beings too, and they also need respect and attention from others.This requires us to correctly handle the relationship between managers and employees, employees and guests, so that even if the self-esteem of the guests is satisfied, the self-esteem of the employees will not be hurt at the same time.In this regard, hotel managers should do the following:

(1) Treat employees with enthusiasm;

(2) Correctly handle the faults of employees;

(3) Correctly resolve the friction between employees and guests;
(4) Have a good grasp of employees' emotions.

2. Caring for employees and giving them the warmth of "family"
Caring for employees is an excellent tradition of our party.Caring contains the meaning of attention, love and comfort, which can meet people's needs for love.Feelings are reflected in caring to give people warmth, thus giving people strength.The hotel must treat employees as members of their own family and give them considerate care so that they can experience the warmth of "family".The following measures can be taken:

(1) Implement the annual leave system;

(2) Carry out various meaningful activities to enrich the spare time life of employees;
(3) Solve the problem that employees can rely on;

(4) Redesign the job to make it challenging.

3. Fully trust employees and enhance their sense of ownership

Marxists believe that the masses of the people are the driving force of history, the creators of material and spiritual wealth, and the decisive force for social change.The employees of our hotel are not hired coolies, but the owners of the enterprises.Therefore, hotel managers must fully trust and rely on all employees, actively encourage employees to participate in management, let employees participate in the formulation of major hotel business decisions and personnel and financial management, give employees the democratic right to be the masters of the hotel and manage the hotel, and let all hotel management activities Putting them under their watch enhances their sense of ownership.At the same time, it is necessary to effectively establish a rationalized suggestion system, actively support the initiative of employees, and truly combine the fate of the hotel with the fate of employees, so that employees can really think about their own affairs, speak their words, exercise their rights, do their jobs, and enjoy their lives. happy.Make being proactive, striving to make progress, striving to develop, and being brave in innovation become the common values ​​of all employees.

([-]) Cultural incentive mechanism

Corporate culture refers to the common ideas and values, style and code of conduct formed in the medium and long term of the company.The intangible spiritual power of an enterprise comes from an excellent corporate culture, which can make the interior of the enterprise full of vitality and enable the enterprise to obtain huge benefits.Practice has proved that strengthening the construction of corporate culture is not only conducive to self-control of employees, enhancing their corporate awareness, improving the relationship between people, enhancing the cohesion of the enterprise, but also enhancing the awareness of employees, and is also conducive to the construction of spiritual civilization. A good image of the hotel improves corporate visibility.

The corporate culture of the hotel, the most important thing is the spiritual culture of the company, which is mainly manifested in the corporate purpose of seeking profit, the enterprising spirit of self-improvement, the demeanor of employees who love the country and the store, and the interpersonal relationship of sincerity and unity.It can be seen that establishing the corporate purpose, corporate spirit and ethics of the hotel is the focus of establishing corporate culture.

The purpose of the enterprise refers to the basic goal pursued by the hotel staff for the operation and management activities of the enterprise and the confidence in the realization of this goal.Entrepreneurial spirit refers to a common value orientation, psychological tendency and cultural atmosphere gradually established by hotel employees during their long-term work.The spiritual source and pillar of the employees of the enterprise come from this.The spirit of enterprise can be highly summarized into a few words or sentences, expressed in the form of shop style, shop song, etc., to motivate and guide the will of each employee in the hotel, to unify the corporate goals and conscious actions of employees, and to achieve personal goals and The high degree of consistency of corporate goals maximizes the synergy of the group.Code of ethics refers to the guidelines that hotel employees follow in dealing with all social activities and interpersonal relationships inside and outside the store.

When the hotel is cultivating corporate culture, it should pay attention to the following three unifications.

1. Unity of human nature and wholeness
It is required to take the integrity of the hotel enterprise as the premise, fully respect and give full play to the individuality of employees, and pay attention to stimulating people's sense of mission, pride and responsibility through various "flexible adjustment (adjustment) means", so as to realize the overall integrity of the hotel enterprise. interests, to achieve the overall advantage of the enterprise.

2. The unity of stability and dynamics
The corporate culture of the hotel must form a relatively stable system, and at the same time pay attention to continuous enrichment and improvement, maintain the latest characteristics of the times, and reflect advanced corporate culture.

3. The unity of inheritance and innovation
It is necessary to learn from others’ strengths and use foreign things for China, but also to base itself on the reality of the hotel and fully consider the nature, history, and style of the hotel, so as to form a corporate culture with the hotel’s individuality.

Fifth (Section) Common problems and problems in hotel human resource management

Countermeasure [-]. Staff turnover

([-]) Losses caused by employee turnover

The loss caused by employee turnover to the hotel is great, but some losses are often overlooked.

(1) Recruitment advertising costs - newspaper and other advertising costs.

(2) Recruitment costs - staff and office expenses, the time spent by department managers on recruitment and the cost of searching for information and medical examinations.

(3) Training costs - training materials costs, management personnel costs.

(4) Productive loss - loss due to new employees learning the business; loss caused by other employees leading or instructing new employees; loss of customers due to poor service level of new employees; from decision to dismiss to final Lost productivity between layoffs.

(5) Loss of broken utensils - loss of cutlery and equipment due to the lack of skills of new employees.

(6) Accident loss - the employment of unskilled employees increases the accident rate, which directly or indirectly increases the cost of workers' insurance premiums.

(7) Overall loss - the decline of the enterprise due to the weakening of the overall enthusiasm of employees and the reduction of work efficiency.

(8) Guests have to accept unprepared and poor services, resulting in customer dissatisfaction, which is an incalculable loss.

(9) Low labor productivity and high waste during new employee training.

In short, the massive flow of employees has brought serious losses and impacts to the hotel, such as "declining service quality, increasing management difficulty, and decreasing training efficiency".

([-]) Ways to reduce employee turnover

1. Analyze the problem
At present, the hotel industry implements the distribution system of job wages, but the wage stratification is not done enough, and the real hierarchical management of wage distribution has not been implemented.To stabilize the workforce, a truly hierarchical management of wage distribution must be implemented.For example, in Shangri-La in China, there are 13 salary levels. Although they are all department managers, there are 5 different levels. Senior department managers can get the treatment of vice president, and it increases every year. Step by step, don't stop, there is hope every year, there is a future for development, and you can reach a higher level in a few years.

2. Improve soft environment

Employees may not have high requirements for salary and development opportunities, but they will have high requirements for the working environment (harmonious interpersonal relationship, lenient and strict rules and regulations, mutual understanding and respect, etc.).This requires managers to pay attention to the improvement of the hotel's soft environment, and create a free and relaxed atmosphere.

3. Implement technical level assessment and management personnel examination
The level assessment is carried out for the operation staff and the professional title assessment for the management personnel, thus adding two factors to stabilize people and two mechanisms to improve people.

4. Improve employee structure

Now the age structure of the hotel is relatively simple, and they are all young people, especially at the operation level.This is the main reason for hotel staff turnover.The hotel industry needs to establish a reasonable age structure, such as: "Combine the old, the middle and the young, bring the old with the new, and promote the old with the new." In fact, it takes a long time for excellent waiters in the hotel to accumulate experience, just like traditional Chinese medicine. It takes a long time to accumulate clinical experience.

5. Stable management personnel and technical backbone

Many hotels use high remuneration to create development opportunities and stabilize management personnel and technical backbone teams by solving housing and other methods.According to the survey, all hotels with relatively good operating efficiency, good external reputation, and relatively stable workforce will try their best to provide housing for management personnel and technical backbones.For example, Kunlun and the Great Wall in Beijing, Dingshan in Nanjing, and White Swan in Guangzhou.

6. Output management
Managers and owners of the hotel industry should not only focus on managing one hotel, if possible, they should manage other hotels.In this way, it not only increases products, but also expands the market, and is also very beneficial to stabilizing and improving the workforce.Because you have to reorganize a new leadership team, which creates opportunities for development for employees who were not promoted in the original hotel.The hotel industry is developing more and more, and the owners are more and more willing to transfer the hotel management to others. The separation of hotel ownership and management has gradually become popular, which has broadened the way of hotel management.

7. Shareholding of employees

Now many hotels are engaging in joint-stock system and forming listed companies.The listed company has solved the following problems for the enterprise.

(1) Solved the financing problem for the hotel and had a good financing means.

(2) Conversion mechanism.Once the financial statements are made public, once it goes public, it will be advertising for you every day, every hour and every second, and it will be free advertising non-stop.For example, the Dongfang Hotel in Guangzhou is well known to all stockholders.

(3) Issue employee shares.Employees who purchase employee shares truly become the owners of the hotel.

More importantly, it is necessary to adopt the method of internal investment.For example, West Travel Agency in Chengdu and Shanghai Spring Travel Agency are travel agencies that adopted employee shareholder ownership earlier, and their workforce is relatively stable.

[-]. Employee Absence

1. The loss caused

Hotel staff absenteeism is a serious problem.Imagine a hotel with 1500 employees, and each employee misses one day a month, which means 1500 days of absence, and 30 days in a month, which is equivalent to hiring 50 more people.

Absenteeism not only brings cost losses to the hotel, but also destroys the hotel atmosphere.For example, in the peak tourist season, the workload is several times greater than that in the off-season. If a waiter works for several days in a row and is tired, he will usually be absent from work. In this way, another waiter may have to undertake all the work left by the sudden absence.The waiter will naturally think: "I will not go to work tomorrow, let him taste the taste of taking on the workload of two people." This will create a vicious cycle of employee absenteeism in turn.

2. Ways to reduce employee absenteeism
导致员工缺勤的情况往往有以下几种：（1）在连续加班、领取加班工资以后；（2）发生在假期和（节）日后的几天里；（3）在出现恶劣的气候的日子里；（4）公共交通严重拥挤、中断；（5）上大早班时；（6）旅游旺季开始后的几天里。

The following methods are more effective in reducing employee absenteeism.

First, master the law of absenteeism and make arrangements in advance, such as reminding employees who may be absent, or arranging backup employees.

Second, severe punishment.If you are absent from work for one day, you can deduct several days' wages.

Third, take advantage of employee absenteeism to actively adjust for unqualified employees. Employee turnover presents similar opportunities for hotels.We can use the opportunities provided by employee absence or turnover to select employees with better attitude, knowledge, and skills to replace employees who are poor in these three aspects.At the same time, this opportunity can also be used to break up the informal organization.These informal organizations may have a great destructive effect on the standardized management of the hotel, and can also be used to replace employees who need to pay higher wages with competent employees but lower wage requirements, thereby (saving) wage costs.

(End of this chapter)