hotel management

Chapter 7 Fundamentals of Hotel Management (2)
Command management is based on the hierarchical chain theory in modern management.The hotel command is carried out in a straight line, that is, the manager only commands his direct subordinates, and generally does not leapfrog the command; as the command object, he only obeys the command of the direct superior.Orders and prohibitions can only be enforced by one leader. If they are commanded by multiple leaders, the subordinates will be at a loss as to what to do.

Emphasizing not to leapfrog command is to prevent bulls from being ordered, but under special circumstances, superior leaders can also intervene by leapfrogging. This is the so-called "exception principle" in modern management.

[-]. Coordination function

The coordination function is a process in which the management personnel make the activities of various departments connect with each other and coordinate with each other through activities such as adjustment and contact between different businesses.The hotel is a multi-departmental and multi-functional comprehensive enterprise. When many departments and functions are operating and functioning, on the one hand, they need to coordinate and maintain their own effectiveness. At the same time, they must pay attention not to deviate from the overall goal of the hotel. For the level management organization and various management links (links), the most effective coordination is to operate according to the planned objectives.However, the realization of the plan cannot be smooth sailing, and the plan itself will have defects, which requires adjustment (adjustment) of the plan to achieve coordination; moreover, the hotel is organized according to the principle of division of labor and cooperation, and each department and unit has its own scope of division of labor And business objects, meanwhile, have their own interests.Each department is an integral part of the organic whole in the division of labor system. Disharmony in any department will affect the whole.However, due to the link between responsibilities and rights, each department tends to overemphasize its own partial interests, and even has a small group consciousness, which creates a contradiction between responsibilities and interests in modern hotels.The coordination function is precisely to balance the contradictions of the responsibilities and interests of each unit, so that the part and the whole are in harmony.

[-]. Control functions

Control is to measure the actual implementation according to the hotel's goals and plans, keep the activities of each department of the hotel on the track of the hotel's business policy, business goals and plan requirements, point out the links (sections) that have deviations in the work, and correct them so as not to repeat the offence.

Many people misunderstand control, thinking that control is financial control, and push all control responsibilities to accountants and financial managers.In fact, the control content of hotel companies is multifaceted, including: control over people, objects, and activities.Hotel control includes the following aspects.

(1) Quantity control—including purchase quantity, warehouse storage quantity, capital occupation quantity, etc.

(2) Quality control - including service quality, food hygiene quality, food and beverage quality, equipment and facility quality, etc.

(3) Time control - including production speed, service efficiency, service time, raw material turnover rate, seat turnover rate, etc.

(4) Functional control - including financial, sales, engineering, personnel, security and other aspects of control.

Fourth (Section) Modern Hotel Management Methods and Art
Modern hotel management methods and art dominate and guide the hotel's economic behavior and management behavior.

[-]. Market concept

With the strengthening and deepening of my country's economic system reform, hotel companies have changed from "passively completing reception tasks under the planned economic system to actively seeking rice for cooking under the market economic system". To adapt to this profound change, the establishment of market theory is primary issue.

1. Legal person awareness
Micro subjects in a market economy include corporate legal persons and natural persons, and corporate legal persons are the legal personification of social organizations.Given the legal person status by the market economy, the hotel should have an independent legal person consciousness.The hotel is an independent social organization. It is neither a representative of the superior department nor has any privileges to enjoy. It must establish a management system that adapts to the market economy, clarify property rights, separate the two rights, face the market independently, and be responsible for its own actions. Legal responsibility, self-management, self-responsibility for profits and losses, independent exercise of their own civil rights and obligations.

2. Market Awareness
Under the conditions of a market economy, the market allocates all resources of the hotel, and the hotel's business decisions, organizational settings, and operating methods should conform to market laws.Establishing market awareness requires hotel operators to take the initiative to understand the development trend of the industry, understand and grasp the situation and needs of competitors and the market, pay close attention to market development and changes, make hotel products adapt to market demand, and strive to develop new market demand areas, Guide consumption to achieve the purpose of improving the economic and social benefits of enterprises.

3. A sense of competition
The market economy will inevitably lead to competition, which is an important function of the market mechanism. The final result of competition is the survival of the fittest and the optimal allocation of resources.Competition mainly includes price competition and non-price competition.For hotels, price competition is manifested in expanding market share and increasing room occupancy rates with low-price strategies.The uncontrolled development of price competition will bring about a vicious circle in the market.The competition between hotels in non-price competition areas, such as service characteristics, product quality, management level, and innovation awareness, is essentially competition in quality, technology, information, and talent.

[-]. Concept of legal system

The positive factors of the market economy are lacking in the natural economy and the planned economy, but it also has negativity and limitations. The market economy is a legal economy, and business operators should have a strong legal concept. In order to adjust (regulate) the interaction in the market In every relationship, the authority of the law must be exercised.

1. Awareness of operating according to law

As the main body of market transactions, hotels must abide by the rules of the market economy and operate according to the law.Hotel companies should refer to and quote laws and regulations that regulate the behavior and rights of general market players, such as the "Enterprise Law", "Bankruptcy Law", "Company Law", and "Intellectual Property Law" to regulate business behavior and maintain legality. rights and interests.

2. Awareness of honoring contracts and keeping promises

A contract is an agreement with legal effect, and it is a legal document to ensure the transaction conditions, transaction order, and make the transaction go smoothly.The transaction activities of the hotel must be carried out in accordance with the economic contract.Hotels must complete transactions with written agreements. For a large number of transactions that have not signed written agreements but have formed contractual relationships, they must be completed on schedule with quality and quantity. This is the awareness of hotel companies to abide by contracts and keep credibility.

3. Awareness of fair competition

Competition is common in the market economy, which is the behavior of market players in order to obtain higher profits and market share, but unethical competition will bring vicious consequences and harm every player in the market, so competition must be just and fair proceed.Regulations such as the Anti-Unfair Competition Law and the Law on the Protection of Consumer Rights and Interests have legally defined competition. Hotel operators must abide by the principles and obligations stipulated in these regulations and conduct fair and just competition.

[-]. Humanistic Theory

The hotel industry is an industry of "people", and people play an extremely important role in hotel management.All activities in the hotel industry should revolve around people. This is because: on the one hand, the production of hotel products is mainly done by people; on the other hand, the quality of hotel products is also judged by people's subjective feelings.

1. Employee first awareness

The production and consumption of hotel products are carried out simultaneously or almost simultaneously, and hotel employees play a decisive role in the quality of hotel products.Many hotels put forward the slogan of "employees first", thinking that "without satisfied employees, there will be no satisfied guests";These viewpoints and practices are a new understanding of the fundamental factor of the hotel's existence and development - employees.

2. Use and nurture awareness
The labor-intensive hotel industry requires a large number of employees.The hotel should not regard the use of employees as simple employment, but must consider the development of employees. It is necessary to continuously carry out theoretical education and practical training for employees, so as to combine the self-realization of employees with the development of the hotel, so as to give full play to them. enthusiasm and creativity, thereby stimulating its potential.

3. A sense of customer first

As mentioned above, the quality of hotel products is evaluated based on the feelings of the guests. Therefore, the hotel must establish the business awareness of "guests are God" and "guests first", carefully study the needs and consumption psychology of guests, and provide marketable products. Excellent services and products, reasonable and beneficial to guests, continuous improvement of service quality, and promotion of hotel brand and popularity.

[-]. Service Concept

In the hotel industry, it is very important to establish a solid service concept, because hotel products are a combination of products, including hotel facilities and equipment, food and beverages and other material products with physical forms, and various non-physical services provided by hotel employees. composed of services.Labor services account for a relatively large proportion in the composition of hotel products and play a leading role.

1. Quality awareness
The quality of the product can be tested and checked in the production, sales and consumption of tangible products. Even the quality problems found in the consumption process after sales can be compensated through after-sales service.However, the intangible characteristics of hotel products and the synchronous characteristics of production, sales and consumption determine that there is no opportunity for hotel products to make up for them afterwards.The intangible and dematerialized characteristics of hotel products determine that the quality of hotel products cannot be measured and measured by instruments like industrial products, so as to set quantitative standards.The hotel controls the quality of hotel service products by establishing a service quality management system, formulating and implementing quality objectives, quality standards, and service procedures, so that the hotel can meet the common needs of guests for hotel products. Hotel managers must strictly follow the quality standards And service regulations undertake management and service, improve hotel service quality hard.

2. Time Awareness
Time is an extremely important element in hotel management and service.On the one hand, hotel managers should not only pay attention to the combination and utilization of tangible resources such as manpower, material resources, and financial resources, but also pay attention to the (saving) factor of time. They should neither make hasty decisions and cause mistakes, nor hesitate to delay opportunities.On the other hand, hotel services are very time-sensitive, and hotels must provide guests with punctual and timely services.Therefore, the hotel service must first be punctual, to minimize the waiting time of guests, and at the same time, it should be timely, that is, it should grasp the most appropriate time to serve the guests according to the situation of the guests, so as to be punctual, timely, high-quality, and pay attention to efficiency at all times.

3. Professional awareness

With the development of the times and the progress of science and technology, more and more scientific and technological achievements have been used in hotel management, and the equipment and facilities of hotels have become more and more advanced. Computers have also been widely used in hotel business and management for operation control and information processing. The demand for personnel and technical personnel is becoming more and more obvious.On the other hand, hotel service itself is a very professional job, which has quite high requirements on the quality and skills of personnel.A professional and technical job has quite high requirements on the quality and skills of personnel. A skilled professional service personnel is a very valuable asset for the hotel.Because of this, we must attach great importance to and improve the professional awareness of the hotel.

[-]. Strategic Theory

The manager of a modern hotel company should not only be a tactician, but also an excellent strategist. He should have strategic concepts such as overall awareness, information awareness, risk awareness, and forward awareness.

1. Global awareness
In a market economy, the value law of the "invisible hand" guides everything to achieve perfect competition, survival of the fittest, and optimal allocation of resources.However, the market economy also has its own insurmountable defects, such as ineffective adjustment (regulation) in some areas, and anarchy, etc. At this time, the state can only intervene and regulate it through economic management functions.The overall concept is the awareness that hotel managers should have. State regulation and control cannot be regarded as periodic and sudden political movements. Instead, hotel management plans must be formulated in accordance with market laws and consciously obey state regulation (regulation) of the market. .

2. Information Awareness
As a symbol reflecting the objective world, information has always been accompanied by the progress and development of human society.With the popularization of computer applications and the advancement of communication technology, human beings have entered the information age, and the circulation of information has become the basic means of business management.There are extensive material and non-material exchange relations between the production and operation activities of hotel enterprises and the outside world, and a large amount of information exchange also exists between various production links (sections) inside the hotel.Hotels continue to send out product quality, price, promotional activities and other information, and the outside world also continuously provides hotels with information such as demand, supply, competition, consumption preferences, and national regulation.The processed and analyzed information can promote the adjustment of the relationship between various departments within the hotel and between the hotel and the external environment, provide a basis for business decision-making, and ensure the orderly development of hotel business activities.Hotel managers should pay special attention to the role of information, strengthen management, improve the ability to obtain, process and use information, and ensure the smooth flow of information channels and the authenticity of information feedback.

3. Risk Awareness
As an independent subject in the market economy, the hotel industry implements independent accounting, independent management, self-responsibility for profits and losses, and assumes operational risks.On the one hand, the development of a hotel is closely related to the income and welfare of employees and the operating efficiency of the hotel.If the operation is good, the hotel will continue to grow, and the treatment of employees will continue to improve; if the operation is not good, the hotel will go into trouble, or even go bankrupt, and the employees will face layoffs.This is the risk of a market economy.On the other hand, since hotels are service companies that meet people's non-basic needs, hotel products are dispensable for most consumers. Hotel products are highly substitutable and competition is fierce, which makes hotel operations more risky.Therefore, hotel managers must not only have a strong sense of risk, but also establish a risk prevention mechanism, such as strengthening market research, market forecasting, democratic management, absorbing employees to participate in decision-making, expanding business scope, and carrying out multiple operations, etc., so that the hotel Enhanced ability to resist risks.

4. Advanced awareness
Compared with the current level of productivity in our country and the consumption level of the people, the hotel industry is obviously advanced, not only in the fact that hotels generally adopt more advanced facilities and equipment to ensure that their service functions will not lag behind in a considerable period of time, but also in the performance of In close connection with the international market, we engage in operation and management based on international standards.The advanced nature of the hotel industry not only requires hotel managers to have advanced business concepts and management methods, fully understand the new trends in hotel development in the world, and understand the advanced characteristics of the hotel industry, but also requires employees to have qualities beyond ordinary corporate employees, and constantly develop new products. products to meet increasingly mature and varied market demands.

(End of this chapter)