Management knowledge of hotel room manager. Must the basic work be done well? Management of induction training
Compared with other industries, engaging in the hotel service industry is extremely special? There is almost no technical difficulty in operation, and what's more, you will directly think that the room attendant is A? Clean it up Clean up? Yes, there are also many stores that are directly employed after simple training. Chain hotels or brand hotels will have a relatively complete induction training process and assessment induction process.
Induction training is the first step for waiters to understand the hotel and engage in the service industry. Good induction training can not only make them better understand the difference between our hotel company and other hotels, but also improve the professional quality of employees. Strict on-the-job assessment can not only enable managers to test the initial training effect, but also strengthen the work skills of waiters and make them cherish the hard-won job opportunities. Therefore, managers must do this basic work well and ensure the entry of waiters.
Second, supervise the formation of good habits? Executive process management
The daily work of a waiter is simple, boring and repetitive: facing the same colleagues, the same workshop, the same work car and the same guest room every day? So simple and boring work is easy for room attendants? Cut corners? , deliberately simplify the workflow, etc. They face different faces every day, maybe just the faces of customers, but even if they face different customers, they should provide the same quality service. Therefore, cultivating the good habits of waiters is the key concern of hotel managers. This good habit is not only the habit of working process, but also the habit of service attitude.
Hotel managers can't manage room attendants only by unilateral inspection and feedback from the house manager. Middle-level staff basically give managers discount information. 7 days hotel chain, former Ministry of Culture? Chun-shan Zhao, the head of Happy Camp, once asked the manager often. Say hello? .
? Say hello? There are three levels of significance: this not only harmonizes the relationship between the most grass-roots employees and managers, but also allows managers to go back to the store to understand the working conditions of grass-roots employees and correct their bad attitudes and habits. In essence, this is a kind of supervision of employees' execution. At the same time, it is also a transmission of happy culture. The manager says hello to the employees, and the employees also say hello to each other. All the service personnel convey happiness to customers and say hello to them.
Third, what must be mentioned? Salary and welfare management
As a part of migrant workers, the goal of room attendants to work in hotels is straightforward and simple? Make money to support the family. As mentioned above, this industry basically does not need any technical difficulty, so it also determines that this job will not have too high salary. In the first-tier city of Beijing, the average monthly salary of room attendants is around 3,000 yuan, and many room attendants have to work part-time after work. At present, 7-day hotels, Hanting hotels and other economic chain hotels basically adopt the model of basic salary plus piece-rate salary, but it is not very stable, because this model is limited by the occupancy rate of rooms and the working ability of waiters:
1. If the room occupancy rate is not high, the piece rate of room attendants will be low.
Second, even if the occupancy rate is high, there is a limit to the number of clean rooms that the waiter can clean every day (the hotel will stipulate the established piece-rate basis, and the number of clean rooms beyond this basis will be counted as piece-rate, but the improvement of piece-rate must be at the expense of quality).
Of course, the adjustment of the salary system is a reform that affects the whole body. Now all hotel groups are scrambling to reduce labor costs. Personally, hotel managers or hotel human resources departments should adopt a comprehensive and diversified floating salary system in order to better manage room service personnel: piece-rate salary, more work and more pay; Attendants regularly evaluate the quality of work to reward them; Guide waiters to promote hotel membership cards or merchandise gifts, and give employees a commission.
Fourth, care about their work and life? Emotional management
This is an indispensable part of hotel management. Many room attendants work in hotels for several years at a time. On the one hand, the reason is the high cost of job hopping. Many housemates rent cheap rooms around with their families and children, or are unwilling to accept unfamiliar working and living environment. On the other hand, I have to admit that these people with simple feelings have a strange feeling about the hotel and colleagues around them and are reluctant to leave.
As hotel managers, we should first give respect to these hard-working waiters, because we know that they are not easy, and we also know that the turnover rate of service personnel in the hotel industry is high and the turnover of personnel is frequent. Emotional management can not only reduce the turnover rate of service staff at the grass-roots level, but also improve the work efficiency of employees, bring more profits to hotels and bring more value to customers.
Emotional management of hotel managers
1, concerned about the work of room attendants. As mentioned above, managers should often go to grass-roots posts to say hello, praise employees, warm their hearts and help employees warm their customers' hearts. In the daily inspection work, managers should guide grass-roots employees to carry out related work, check whether the tools involved in the work are easy to use, and explore whether there are improved workflow and better working methods.
2. Care about the life and family of the room attendant. It is no exaggeration to say that a careful hotel manager can clearly remember the birthdays of every big sister in the room and prepare gifts and surprises for them on their birthdays, so how can employees not follow you? Chatting with my sisters, getting to know the family situation of employees, visiting my sister's house occasionally, and providing them with some help when necessary, seems simple, but it does help to narrow the distance between managers and the lowest-level employees and really contribute to the hotel.
3. Care about their health and work safety. Room attendants are engaged in high-intensity physical labor. Long working hours and wet working environment may cause employees to feel unwell. As a hotel manager, in the communication with the waiter, we should ask and understand the physical condition of the employees, adjust the work and rest time of the employees in time when necessary, ensure the absolute safety of the employees' working environment at ordinary times, and urge the employees to pay attention to safety at work.
5. Recognize their contributions? Value and honor management
According to reports, the average working life of hotel employees is 2.5 ~ 3 years. Compared with the front desk staff with high job-hopping rate, the average working life of room attendants is longer, which can reach about 4.5 ~ 5 years. The five-year dedication and contribution of these big sisters is something to be proud of. The proportion of old employees in an enterprise also shows employees' recognition of the company and its culture to a certain extent.
The above is from the time dimension. As hotel managers, we should give high praise and affirmation to employees' efforts in time. It is best to set up a company similar to Platinum Group? Long service award? Wait for medals or bonuses to affirm the value of waiters.
The other is the contribution of the event dimension: the contribution made by hotel employees to the hotel because of their outstanding performance in related special events. There are countless examples of this: some room attendants found the huge cash left by customers after checking out, and took the initiative to report to the manager to find the owner; There are also room attendants who report special circumstances to the store manager when cleaning the room, keep the lives and property of customers, and so on.
Then the positive impact of this contribution is not one person's, but the integration of hotels and companies. Therefore, hotel managers should give high praise to the service personnel from the whole company level, and can also share them as a typical example at the company level. The value and contribution of hotel room attendants have been affirmed, and they are more motivated in their work, which also sets a positive example for other employees.
Sixth, consider their future? Training and growth management
How many hotel managers have considered the future of the most basic hotel attendants? Perhaps, this question may not even have been considered by themselves. They may go back to their hometown to help their children look after their children and enjoy their old age; They may start a small business by themselves and be free to be responsible for their own profits and losses; They may also leave this hotel and move to another hotel. Of course, they may continue to donate to the hotel.
No matter what these grass-roots waiters will do in the future and where they will go, as hotel managers, it is worth our consideration to cultivate their professional skills, enhance their survival skills in life and improve their cognitive common sense in society.
Over the years, I have seen store managers teach waiters to use computers to make forms, waiters chat with WeChat, waiters popularize fire safety knowledge and legal knowledge, and qualified hotel companies set up amateur clubs for waiters to organize skills upgrading competitions? Even if employees leave, they will always think about the hotel's good. If they develop in other hotels, they will not lose face to the hotel where they work.
Of course, we should pay attention to those service personnel who choose to continue to contribute to the hotel. As we said above, hotel managers should realize their own value. At the same time, it is necessary to provide more opportunities and space for grassroots employees who want to develop. The hierarchical management system of waiters in Hanting Hotel is a good model. According to the contribution of waiters, waiters are divided into three grades: primary, intermediate and advanced, and different grades implement differentiated basic salary.
Of course, you can also be promoted to coach technician of the hotel, and if conditions are good, you can also be promoted to room foreman (supervisor). In 7 days, many branch managers were selected from the grassroots waiters and promoted internally.
Nowadays, the competition between hotel market and products is increasingly fierce, and the products are highly homogeneous, so the trend of providing differentiated services is inevitable. The basic-level room attendants are the main force for hotels to provide differentiated services, and they are also the Depth Charge to ensure the hygiene and quality of hotel products. Therefore, hotel managers can not ignore the management of hotel room attendants.
We should abandon the common misconception that their work is untrained, lacking supervision and communication; If they think they have a low level of education, they will not make a growth plan and deny their value. Hotel managers should bring the management of this special group into the team management system of the whole hotel, and constantly summarize and improve it in the management process.
Management method of hotel room manager. Establish self-inspection system:
Attendant self-examination:
The waiter should check the room's complete equipment, clean environment and the placement of items. Before finishing the folding of the room and handing it over to the superior for self-inspection;
Master inspection specification:
The foreman should check every room to ensure that the quality is up to standard. In view of the heavy workload of the foreman, he is required to conduct a general survey of all rooms, vacant rooms and high-rise rooms, and at the same time conduct a sampling inspection of the living room. The foreman is the first pass after the waiter's self-examination, and also the last pass after his birth. He has a great responsibility and a high sense of responsibility.
Supervisor's sampling inspection:
In addition to ensuring that more than a few guest rooms are randomly selected every day, the supervisor must also carefully check all VIP rooms and check the guest rooms. Code for inspection of supervision trip process. Provide valuable information for handling work improvement and mediation, implementing staff training and planning personnel transfer;
Manager inspection specification:
Managers can strengthen contact with lower-level employees, learn more about customers' opinions through process inspection, and provide basis for improving management and service. The manager shall regularly check the condition of guest room furniture and equipment every year;
Second, check the specifications of the room:
Self-inspection room should go around the room regularly, from the ceiling to every corner of the ground. Any problems found should be recorded and handled in time to prevent delays and omissions.
Normal self-inspection specification:
Room:
Door: the door lock is in good condition, the safety indication diagram is in good condition, the do not disturb sign and menu are in good condition, the safety key, anti-theft eyes and handle are in good condition, and there is no stain on the front and back;
Walls and ceiling boards: no spots, cobwebs, paint shedding, wallpaper pasting, etc.
Foot line: clean and complete;
Carpet: clean, without spots, smoke holes, scraps of paper, sundries, etc.
Bed: the bedspread is clean, the paving method is correct, there is no garbage under the bed, and the mattress rolls and rotates on schedule;
Hard furniture: clean and bright, without scratches and traces, in the right position;
Soft furniture: dust-free, trace-free and sundries-free;
Pumping bucket: clean, flexible to use, handle intact;
Telephone: all functions are normal, no dust and stains, clear signs and no peculiar smell on the microphone;
Mirror and TV cabinet: the frame is dust-free, the mirror surface is bright and the position is correct;
Lamps and lanterns: the lamp liner is clean, the effect is good, the range hood is clean and the application is good;
Trash bin: clean and intact;
TV: It's ok to use. The sound channel should be set in the center channel, the volume should be adjusted to a lower level, and the picture and sound effect should be better;
Wardrobe: the number and variety of hangers are correct, clean and free from stains, and the doors, cabinet bottom, cabinet walls and grids are clean and intact;
Windows: clean and bright, windowsill and window cabinet are clean and flexible to open;
Curtains: clean, intact and easy to use;
Air conditioning: the filter screen is clean, running well, and the temperature control meets the requirements;
Room bar: clean and tasteless, with complete items;
Guest articles: the quantity and variety are correct, in good condition and in accordance with the specifications;
Toilet:
Door: both sides are clean and in good condition;
Wall: clean and free from stains;
Ceiling: dust-free and stain-free, intact;
Floor: clean and dust-free, hairless, with intact joints;
Shower room: the inside and outside are clean, the chrome-plated part is clean and bright, the soap basin is clean, the bathtub plug, shower, drain valve and water pipe switch are clean and intact, the joints are clean and spotless, the shower curtain is clean and intact, the shower curtain buttons are complete, and the clothesline can be used freely;
Washballs and dressing tables: clean, the chrome-plated part is bright, the water valve is finely applied, the mirror surface is white, and the lamps are in good condition;
Toilet: clean inside and outside, excellent use condition, no damage, smooth flushing;
Exhaust fan: clean, running well, low noise, no odor indoors;
Guest supplies: the variety and quantity are complete and in good condition.
Third, the housekeeping department safety management system:
1, pay attention to fire prevention and theft prevention. If you find a strange environment or smell, you must immediately search and handle it and report it to relevant departments in time to effectively eliminate fire hazards;
2, found suspicious whereabouts or illegal behavior of people or things, should promptly report to the security department;
3, don't play with the guest's children, found that the guest's children are playing with water, fire, electricity, should be discouraged to stop the accident;
4. It is not allowed to bring relatives and friends or irrelevant personnel into the workplace, and it is not allowed to spend the night in the duty room or dormitory;
5. In case of emergency, the superior should be informed according to the environment, and the relevant departments should handle it as appropriate. At the same time, signs should be added to protect the site and warn personnel not to step into dangerous areas;
6. Boiler workers should keep calm and not panic. They should seek the assistance of similar colleagues, notify the front desk and security department in time, clearly state the fire, burning substances, fire environment, my name and work number, and complain to the manager and relevant personnel;
7. In a safe environment, try to use the nearest fire-fighting equipment and materials to control the fire. If the fire spreads out of control, help guide people and guests to evacuate from fire exits and stairs, and don't take the elevator;
8. Obey the command of the manager, fully protect the safety of the hotel industry, personnel and guests, and ensure that the hotel business has nothing to do;
9. Without approval, employees shall not spread or provide confidential information about the hotel to the outside world, and shall not hand over all relevant documents and materials of the hotel to irrelevant personnel. If you have any inquiries, please consult the relevant departments;
10, stick to your post and don't do anything unrelated to your job.