The job of running a hotel is same as any other management job. First you need to manage people well, and then manage good things. As people often say, first be human, then do something.
In managerial work, it is difficult to manage exactly management of people. Since everything is done by people, how people's thoughts and ideas, work style, especially worldview, affect quality and results of work.
Thus, in managerial work, following 6 relationships should be well regulated.
Instruction and censure. Instruction is more important than accusations
The so-called leadership means "leading, leading, guiding and guiding". As a leader, he should be a banner in front of subordinates so that subordinates can see direction of work.
The boss must not only warn his subordinates that it is wrong to do this, but also tell them that it is right to do so. What you are most afraid of as a subordinate is that your superiors will not give you their opinion and will not tell you whether you are doing right thing or not.
With such a leader, when you ask him for instructions on how to work, he will kill you with one word. But I can't say why and I feel it's wrong to give you Fang Zheng at end and it just doesn't work. So you must be completely confused.
When you accuse a subordinate of doing something wrong, you must be able to point out reason why it is wrong and at same time give right direction so that subordinate does nothing wrong again. At this time, even if you blame him, he will gladly accept it, because he eventually learned to do right thing.
Suggestion: If you don't have ability to manage your subordinates, it's best not to blame your subordinates. In other words, when you blame subordinates, you must at same time give subordinates right opinion. As a leader, ability and level should be slightly better than those of subordinates.
Praise and criticism - praise is more important than criticism
Criticism is an integral part of management. Managers usually criticize their subordinates if they are unhappy with their work or have done something wrong. The problem is to learn how to criticize, to make criticism generate a kind of motivation, and not discourage other side, let alone cause negative emotions.
This requires mastering skills of criticism when criticizing. It is necessary to pay attention to fact that when criticizing it, it must be justified, seek truth in facts, pay attention to reason, convincing others with arguments, and not allow respect for subordinates and harm to their personality.
Praise is recognition of work of a subordinate, making subordinate feel that boss has seen what he is doing. He not only approved subordinate, but also set an example for others. According to theory of human needs, it is also satisfaction of psychological need for respect.
Should I say that proper praise, especially praise with great fanfare, is to show everyone what you stand up for and what you support?!
There's a misconception in long-term management work that if you don't say you can't run away with achievements, you can't say problems are serious. In fact, it ignores positive effect of praise. Learn to praise, to some extent effect of praise is better than criticism.
Offer. Praise is a free incentive. Even if you want to criticize a subordinate, you must first figure out what aspects of that subordinate should be asserted when criticizing a subordinate.
Criticize benefits. After criticism, indicate direction of efforts and support. This is positive motivation. Some people compare this method to "sandwich critique".
Rewards and punishments - rewards are more important than punishments
The necessary economic penalty is inseparable from management work, and imposition of necessary economic penalty is also one of effective methods of management. However, as they say, "rewards and punishments, rewards and punishments" should be first of all "rewards", and only then "punishments". Currently, many companies blindly impose economic sanctions, but without necessary rewards, it is difficult to convince public.
Whether rewards or punishments are good, rules and regulations need to be established first and then enforced so that rewards and punishments have a foundation. It is absolutely impossible to first punish and then establish rules and norms so that people feel that management is not governed by rules, but by will of a person.
Don't just talk about financial penalties, ask prices like a free market, and act according to rules and established standards of penalties. It is necessary that employees really feel that “everyone is equal before system”, and not differ from person to person.
In case of financial punishment, boss of employee who made mistake should first talk to employee to inform employee that he violated system and should be punished financially so that there are no personal conflicts between superior and subordinate.
For economic punishment to have a practical effect and serve purpose of education, it must point out problems when they are discovered, and not settle scores after a fall.
In some companies, employees broke system and no one pointed it out. After paying their salaries, employees found that there was a deduction in their salary that would not achieve goal of helping and educating people.
In real work, some managers think that "one fine will do" and talking about "fines" is very annoying and also makes employees feel depressed, which is not conducive to human qualities. .
To create such an atmosphere, that is, harmonious interpersonal relationships and a pleasant working environment, to educate employees in a sense of self-realization;
Suggestion: as a manager, you should keep statistics and compare fines and rewards once a year. If number is higher, you will know at what level your leadership is.
A department with a high number of fines does not necessarily mean good management and high performance, on contrary, with appropriate encouragement, employees and managers will also be in a good mood and their productivity will increase significantly.
Service and control - service is more important than control
Control is one of five main functions of managerial activity (planning, organization, control, motivation and leadership). Managers must control entire process of emergence, development and outcome in terms of management.
For example, supervising activities of employees, supervising assets and commercial activities, controlling entire quality process, etc. Its purpose is to enable enterprises to develop healthy in accordance with certain goals and directions.
However, in real work, people often ignore function of superiors serving subordinates, which seriously creates a contradiction between control and submission.
Management itself is a service. The duty of manager is to determine purpose of enterprise and provide employees with conditions necessary to achieve goal. Therefore, in real work, maintenance is more important than control.
20 years ago, concept of "three services" was put forward in hotel, that is, second line serves first line, manager serves employees, and entire staff serves guests.
By superiors' respect for subordinates, do practical things for subordinates, be logistics of subordinates, and serve subordinates well, so that employees can identify with enterprise and enterprise culture, and only then can a joint force be formed.
Be in control of your work in a harmonious work environment to better fulfill role of control.
The enterprise must form a common interest with its employees so that employees feel that they are doing it not for others, but for themselves, so that connection between control and control is not irreconcilable.
In-service monitoring is best and most effective management method. The hospitality industry is a labor-intensive industry as well as an industry that deals directly with consumers and has relatively complex quality control.
It is not enough to work around clock, a service chain in which one link is closely connected to another, artificial control alone is not enough.
For example, night shift workers cannot rest after work, and they have to take a nap during night shift. The problem cannot be solved by checks and punishments alone. Especially.
Suggestion: As a manager, in terms of your own behavior, you should always remind yourself that you are a manager, but at work, you should also always remind yourself that if you want employees to dedicate themselves to work, you must first think what can you do for them What do subordinates do? Do you also know what your subordinates require of you?
The more services you provide, better your control will be. Therefore, control should be reflected in maintenance process.
Model and system - model is more important than system
The vast majority of businesses have a complete set of systems, but those systems are basically a car built by writers behind closed doors, or a product of copy and paste.
After system is installed, most of them are written on paper or placed in a closet, hung on wall and put on a shelf for inspection by superiors or participation in assessment as a facade, and not many of them are in line with reality or valid applied.
It is important to have a system and implement a system, but leadership role of managers cannot be ignored. Now there are many strange phenomena, people who create system are often ones who destroy system. This makes system weak.
As they say, power of role models is limitless. As a manager, you should do it. If you ask employees not to do this, you should not do it first, if you ask employees to do this, you should do it first.
You are leader, you watch employees all time, in fact, employees also control you all time, but your manager can manage employees, and employees can only follow secretly.
At work, everyone looks not at system, but at managers around him. The manager is like a mirror, mirror is bright and smooth, and staff will make it according to what you do, and it will not be deformed after it is made. If mirror is not flat, then it is a crooked mirror, and work of employees will certainly be deformed.
Suggestion: In order to forge iron, you must first become hard. To be a good manager, you must first learn to lead by example, and you must first be able to be a good employee. If you can't do that, don't be a manager at all.
When you can't do that, don't say those beautiful words that only employees can hear, so that negative impact is greater.
Retaining people and attracting people - retaining people is more important than attracting them
The "enterprise" of an enterprise is a combination of words "people" and "stop". "Zhi" can be understood as "stop, stop, stop, ban" and so on, that is, if people can stay in an enterprise, it is called an enterprise, otherwise it is called a free market.
Currently, employee turnover in enterprises, especially in service sector, is relatively high, many departments are worried that they cannot recruit and maintain people. I study recruitment all day, but there is very little research on retention. So retention is more important than recruiting.
At beginning of employment and opening, selection of people is main contradiction, that is, what kind of people are needed? Where to dial? How to attract people? Recruitment and retention of people is a major controversy. We must create as much space as possible for personal development of employees.
Develop, inspire, motivate and use people for both material and spiritual purposes. Get employees to identify with company and share its joys and sorrows.
Some executives have talked to employees many times and asked them why they quit? Benefits and jobs were discussed before employees arrived, but why did they leave? They said that working environment and atmosphere is not good and they are not satisfied with work. This requires hotel to improve its practices and think about issues in terms of humanized management.
When it comes to labor costs, many companies only record direct labor costs and ignore indirect labor costs. The value created by a mature employee and a new employee is different for company.
In example of a hotel, if an employee is not professionally trained, quality of service cannot be guaranteed, work efficiency will not be high, probability of equipment damage will be higher, and some may even cause personal harm.
New employees will completely offend customers due to inadequate service, which will affect company's profits. Although salary of a new employee is small, indirect costs caused by it are invisible and immeasurable.
According to calculations of specialized international organizations, cost of replacing an employee is 3,000-5,000 US dollars, and cost of replacing a manager is 20,000-35,000 US dollars. The world famous master of hospitality said that if you can't keep employees, you can't keep guests. If you want your business to thrive, you must first let your employees thrive.
Suggestion: When calculating labor costs, don't forget to calculate indirect labor costs. Business thrives on employee retention. Also, warn those who only know how to cut direct labor costs but don't know how to waste indirect labor costs: if they can return some of indirect labor costs to workers, they won't cause turnover.
The value they create far exceeds the invested portion of your wages. This is an account of profits from small investments and large volumes of production.