How can I become a hotel manager?

1. What are the responsibilities of the store manager?

★ Five basic responsibilities?

(1) Responsibility for achieving performance: No matter whether the store manager is the operator or the operator, he must be mainly responsible for the performance in the store. ?

(2) Management responsibility: The store manager must comprehensively manage and specifically implement the company's regulations on "people", "things", "money" and "information" in the store. ?

(3) The responsibility of the commander-in-chief: the store manager should give full play to the greatest ability of guiding and commanding subordinates. With correct and appropriate guidance, subordinates can give full play to 100% ability. ?

(4) Responsibility for solving problems: The store manager must think about and solve problems in performance or work. ?

(5) Judgment obligation: Within the scope of authorization, the store manager should make a correct judgment on the business. This is completely different from the position of subordinates who are ordered to act. ?

★ Two basic jobs?

1. external work: pursuing the satisfaction of consumers in all aspects?

(1) Does the product scheme attract consumers?

No matter what era, the success or failure of a specialty store depends on the quality and integrity of the goods. Different from the past, we should not only meet the needs of consumers, but also propose new products that can accurately lead the consumption trend. This is the manager's first task. ?

(2) Create "good atmosphere" and "convenient" shops?

Consumers expect the store to have complete goods, but also "good atmosphere" and "convenience". Achieving these two requirements is the manager's second priority. ?

Whether the business is closed is another matter. As long as customers come to the door, they will be warmly received. Every employee is very kind, smiling and regards customers as friends. That's the point. ?

Another point is "convenience": whether the display of goods is clear at a glance, whether the price tag is clear, whether the advertising information of POP is provided, and so on. It seems simple, but it is often ignored by businesses. ?

(3) Make customers feel that they are experts?

When receiving customers at the sales site, you must have convincing professional knowledge and sales level. This kind of professional knowledge and explanation skills training is the third priority of the store manager. Store managers should be able to make suggestions on the new lifestyle brought by new products. ?

However, if it is a half-baked explanation, it will have the opposite effect, which will wipe out the credit and greatly reduce the impression. ?

The attitude of receiving customers should not be excessive, and the best degree is to frankly and sincerely hope that customers can find the goods they want. ?

(4) More consultation, more interest and novelty?

Whether it is goods or in-store conversations, people should feel interesting, novel and knowledgeable, which is the fourth priority of store managers. ?

Today's consumers are certainly not satisfied with going to the store to buy a leisure product. Before you are willing to buy the goods you like, you must visit every store, have a good look and talk to the people in the store. So when shopping in a specialty store, customers usually feel that they are engaged in leisure activities. ?

2. What is the manager's internal strength?

(1) In any case, the goal is to achieve high sales.

This is the fifth priority of the store manager, and creating sales is the first priority of the store manager. The display of goods, store environment, hospitality and promotion are all its means. ?

(2) Do the products in the warehouse have to be kept fresh?

The products in the store should not only be displayed in moderation and in quantity, but also be kept fresh. This is the manager's sixth priority. Slow-moving products need to be dumped in time, and best-selling products need to be kept in quantity?

(3) Improve the efficiency of personnel and sales sites?

In order to achieve the goal, it is necessary to (a) minimize the structure of shop assistants, (b) ensure the work distribution and instructions, and (c) improve the technical level and work efficiency of sales. ?

(4) We must develop 30% new customers every year, and the performance needs to increase gradually?

Second, the function of the store manager?

1, 9 Required qualifications?

(1) Enthusiasm: The store manager must have a high degree of enthusiasm and passion when facing the work. ?

(2) Positive: face everything positively, which is the most needed manager for enterprise development. ?

(3) Cheerfulness: Only cheerful people can gather people and lead them. We need a manager who can make the store full of joy and harmony. ?

(4) Sensibility: Now the most popular word is "Sensibility", which is not only used for the display or conversation of goods, but also used for store managers, who should be emotional and full of love. ?

(5) Coordination: * * The basis of the same operation is coordination, which must be coordinated with subordinates, bosses, customers or counterparties. ?

(6) sense of responsibility: the store manager is entrusted to several subordinates and millions of dollars of goods. Without a strong sense of responsibility, it is absolutely impossible. ?

(7) Perseverance: One can't always go smoothly. As a manager, he must be fearless of difficulties and have strong and patient perseverance. ?

(8) Sense of belonging: Love work, love groups, and regard the store as another home. This is the origin of being a store manager. ?

(9) Action: Failure is usually due to inaction. Immediate action is a qualification that a store manager should have. ?

2. What are the eight basic abilities that should be prepared?

(1) Cowley: Think wider and deeper. Careless action will lead to futility. ?

(2) Judgment: Make a correct and quick judgment. The more the boss is away, the more important the judgment is?

(3) leadership: you must be able to mobilize and stimulate the enthusiasm of subordinates, have the leadership to guide subordinates, and be able to correctly handle interpersonal relationships?

(4) Guiding power: The ability to correctly guide subordinates to "advance", "stop" and "should do so" is the origin of subordinates' achievements?

(5) setting goals: setting work goals and allocating them, which is the focus of the leading group?

(6) Persuasion: the ability to make one's ideas and plans understood and accepted by the other party. Persuasion is the greatest weapon to impress a person?

(7) adaptability: being able to basically cope with emergencies and unexpected disputes, and being able to properly handle various situations?

(8) Intelligence gathering ability: When there are different kinds of information, it is necessary to choose the necessary and beneficial information. ?

3. What is the reason for my failure as a "work manager"?

(1) No original ideas?

(2) unable to grasp the changes in the situation?

(3) inability to think and lack of determination?

(4) unable to get the assistance of relevant subordinates?

(5) Unable to complete daily business?

(6) Unable to finish the plan as scheduled?

(7) Unable to authorize satisfactorily?

(8) Insufficient contact with subordinates?

(9) Can't master the mentality of subordinates?

Commentary?

The above is the reason why 10 looks at the manager's failure from the perspective of work management. On the other hand, it is obvious what abilities managers should have. ?

Third, the manager's necessary tasks?

1, 6 Necessary knowledge and skills?

(1) Work knowledge and skills?

(2) Must have the knowledge and skills to effectively use organization and innovation?

(3) Instruct, correctly, quickly and effectively educate and train subordinates' knowledge and skills?

(4) improve knowledge and skills, carefully analyze the work content of the shop, save manpower, time and money, and make the work results more remarkable?

(5) To treat the knowledge and skills of subordinates, the store manager needs the assistance of subordinates to complete the task. Therefore, he must have the knowledge and skills to improve the morale of subordinates, maintain the effectiveness of organizational work and solve personnel problems. ?

(6) Knowledge and skills to solve problems, such as performance problems, personnel cases, customer complaints and related affairs arrangements of relevant institutions and organizations, occur every day, and store managers should have the ability to solve these problems. ?

(7) the benchmark for measuring ability?

Project self-evaluation, boss evaluation?

1 Is the lock target achieved?

2 the completion of the business plan?

Organize and improve groups with good interpersonal relationships?

4 work hard and do your duty?

5 completely assisted by insiders?

6 do things reasonably?

7 Fair distribution of work?

8 knowledge between market and industry?

9. Establish an assistance system for dealers and other related enterprises?

★ What are the characteristics of a good leader?

What are the characteristics of a real leader?

Feel comfortable with your work and don't bluff?

Don't do to others what you don't want them to do to you?

Helpful?

Pay equal attention to example and education?

Willing to take responsibility, not shirking responsibility?

Fair?

Treat people and things equally, really care about subordinates and really solve problems?

Don't doubt others, be considerate, and love others more than yourself?

Teaching students in accordance with their aptitude?

★ The necessary ability of a real leader?

Not only can you be competent for your own work, but you are also enthusiastic about your upstream and downstream work?

Have the ability to plan and organize their own positions?

Do you have authorization skills?

Have the ability to decide and practice the development route?

Decisive?

Have indomitable flexibility?

Are you willing to negotiate with others?

The second chapter is the organizational ability of managers?

First, manager's day?

2. Do you do business?

3. Buy goods and collect them?

4. Close the business?

Second, open on weekends?

3. Business at the end of the month?

Fourth, the interpersonal relationship of the store manager?

1, effective communication?

(1) The so-called business communication: it is the information transmission from the operator to the general practitioner, the consciousness of working hard for the same enterprise goal or achieving this goal. ?

(2) Various relationships: orders, instructions and information from superiors to subordinates?

Subordinate → superior "report", "suggestion", "dissatisfaction" and "intelligence"?

Parallel relationship "exchange of views", "adjustment" and "intelligence"

(3) Basic principle: It is not only conveyed by the sender A to B, but also B must convey its "reaction and action" to A again for "reconsideration" after receiving the information. ?

2. What are the main points of interpersonal relationship?

(1) is not vertical, but horizontal. ?

（2）？

(3) They can still trust and rely on each other when encountering danger and difficulties. ?

(4) Instead of caring about each other's shortcomings, it is better to find out each other's strengths and weaknesses. ?

(5) Confess when necessary. ?

3. Ten Commandments of the Store Manager?

(1) always criticizes operators behind their backs?

Some store managers often criticize the operators' gains and losses in front of their subordinates, mostly to improve themselves or shirk their responsibilities. It is easy to form a gap between employees and operators, so that employees lose confidence in the future of specialty stores and their own future, which has a very bad influence. ?

If you really have different ideas and want to communicate with operators, the best way is to choose the right time to interview operators and put forward your own different suggestions face to face. ?

(2) Every word of the character is an imperial edict?

At work, I act according to the requirements, pay special attention to the comments or opinions of my superiors, and lose the ability to judge things correctly. This practice will only affect the correct development of enterprises. Because as a front-line manager and the person who knows the field sales best, he should have enough thinking and judgment ability. ?

It is the manager's duty to give orders. However, if you don't put forward your personal views and opinions on unreasonable business instructions and management systems, it will not only cause losses to enterprises, but also to managers and employees. ?

(3) Indecision, when to break?

We should make decisive decisions and dare to take responsibility for major and minor issues within our responsibilities. Managers who dare not make decisions or dare not make decisions are an act of evading responsibility and an incompetent manager. ?

For such a store manager, the operator should replace it as soon as possible. ?

(4) Don't set high standards for muddling along?

As the saying goes; Where there is a will, there is a way. Without high demands on yourself, there will naturally be no great development of companies and individuals. ?

No matter what stage the company is in, there will always be higher requirements ahead, and operators and store managers should be passionate about the next goal. Managers who don't set goals and requirements for themselves will be eliminated by people with more ideals and passion. ?

(5) like exclusive results?

If you succeed, you will exaggerate your ability, if you fail, you will pass it on to your subordinates to avoid responsibility. In this way, you will not be qualified for the position of store manager, and your subordinates will never be fully convinced. This kind of store manager often feels the uncoordinated work from subordinates and the challenge to his position. ?

(6) The understanding of the basic organization and operation mechanism of the enterprise is not deep and thorough enough?

For example, it is an important basic operation of an organization to abide by various organizational rules in an enterprise or to contact the direct superior leaders, but organizational communication is also a basic operation. ?

Organizational operation mechanism is the lifeline of normal operation of enterprises. If you don't know it deeply or thoroughly, you can't manage the store well. ?

(7) Can't train subordinates?

Managers' self-growth must be based on team growth. Without the success of the team, there can be no personal success and achievement. ?

Making subordinates "capable of working" is the premise of training subordinates. The purpose of training is to standardize work behavior and improve work efficiency. ?

(8) Don't have basic knowledge?

Labor management education, management knowledge and common sense of life, and safety awareness are all part of the basic knowledge that store managers need to master. ?

(9) only provide and report information that is beneficial to you?

A store manager who thinks he's dominant, if he tries his best to cheat his superiors and subordinates all day, will be exposed one day. ?

(10) only pay attention to the shortcomings of others and never care about the advantages of others?

I won't tap the advantages of my subordinates, I won't appreciate them moderately, I will only care about their shortcomings and transfer my sense of alienation, which is equivalent to setting obstacles for my work. ?

Anyone wants his work to be affirmed and praised. Moderate praise will make subordinates work harder and be good for management. ?

How do verbs (short for verb) treat subordinates?

1, treat the work of subordinates?

(4) Make them understand the company's policies, goals, directions and what they want employees to do. ?

(5) Assign each person's work type and scope. ?

(6) Set work goals for everyone, and to what extent and level. ?

(7) Stimulate work motivation?

Being instructions, guidance, suggestions and opinions. ?

(9) Provide information about work, such as industry competition and commodity information. ?

(10) Simplify and evaluate the work. ?

(1 1) knowledge and skills guidance?

(12) Pay attention to interpersonal relationships among subordinates, strengthen team spirit, adopt good opinions and suggestions, and strengthen their sense of participation. ?

(13) Help solve the problems encountered by subordinates. ?

(14) Only by taking the lead can we lead everything. ?

2. Praise method can improve the enthusiasm of subordinates by three times?

How effective is the (1) reward?

Care is five points of education, three points of praise and two points of scolding, making it a useful person. ?

★ Show him and tell him that if you praise him again, there will be no one who can't stop. ?

(2) Clever compliments?

★ What to praise: good grades, technological progress and hard work. ?

★ How to praise: For individuals (after all, you can do it! )?

Rationality (1 10% achieved the goal, which is really amazing)?

Feelings (great, great! )?

(3) when to praise?

★ On the spot?

★ After praising on the spot, praise again in a few days. ?

(4) where is worthy of praise?

★ Company occasions (conferences, meetings, etc. )?

★ When I was away (conveyed by others)?

3. What are the methods and steps to improve effectiveness?

Gradually powerful: △ use "hints" to prompt introspection (for example, I don't know where to hide my smile recently)?

△ Use "suggestions" to promote introspection (for example, every corner should be cleaned and tidy)?

△ Use "warning" to promote introspection (if the explanation method is not cordial, use explanatory power to explain)?

△ Promote introspection through "blame" (inventory has exceeded a certain amount, and sales must be strengthened)?

△ Use "sanctions" to urge subordinates to wake up (it has been late for 4 times in a row, and the year-end award will be rated as D)?

4. What are the main points of effective condemnation law?

(1) What to accuse: violation of work discipline; ?

Breach of obligations (disobedience to orders and instructions); ?

Not working hard enough; Poor performance?

(2) Why do you blame: You didn't correct your attitude with hostility?

Maintain work discipline, improve ability and performance. ?

(3) What kind of attitude: Don't have the preconceived view that "you are bad"; ?

If you are not sure, you really should ask; ?

Listen to each other's excuses. Don't worry?

Don't be out of control and emotional. ?

(4) How to express: Pay attention to the wording and be frank. ?

The way and degree of expression vary from person to person?

Give specific examples, sometimes with humor and a smile?

When to blame: blame on the spot. Will you stop talking?

The shorter the better?

(6) Where to go: Where is there no third party calling?

Public places should be limited to "warning all staff", but personal character should also be considered. ?

Chapter three. How does the manager guide the work?

First, the ability of sales staff?

[Explanation] ☆ 1, twelve expressions: "Hello!" ?

"Please!" ?

"Welcome!" ?

"Goodbye!" ?

"Sorry or sorry, please wait a moment!" ?

"Please advise!" ?

"Thank you!" ?

"You're welcome!" ?

"Ok, can I help you?" ?

"Help yourself!" ?

"Please walk slowly!" ?

"Welcome to visit next time!" ?

☆2. Selling point: as the basic point of commodity sales. Features and advantages compared with other commodities. ?

1, professor of commodity knowledge?

The content of commodity knowledge?

Material: main material (leather, others)?

Secondary materials (buckle, bottom material, others)?

Accessories and consumables?

Composition and accessories of goods?

Style and design?

Color name and color scheme?

Price and price band?

Selling point?

What is the popularity of commodities and related commodities?

What are the characteristics of the brand?

What are the commodity trends of competitors?

[teaching method]?

Daily meetings?

Stage?

Use the current product?

2. What are the seven stages of customers' purchasing psychology and their countermeasures?

[phased response of sales staff]?

How to deal with the purchase behavior of psychological salesmen?

1, pay attention to clothes and dressing that make people feel good; A trusting attitude, expression, conversation; Approaching affectionately?

2. Show the products in the interest stage; Provide commodity descriptions and information when necessary?

3. In the Lenovo stage, let customers pick up the goods and try them on; Describe the goods?

4. Explain the selling points (features) of commodities in the desire stage; Explain commodities from two aspects: rationality (function, quality, price, design, brand, etc. ) and sensibility (popular, fresh, cheap, etc.). )?

5. In the comparison stage, if necessary, compare the goods with 1 and 2 or more, and make a comparative explanation of the main points?

6. Recommend products that customers like at the decision-making stage; Explain the price, payment method and after-sales service?

7. Thanks at the purchase stage; Tell customers again "have a vision and buy good things"; Introduce related products?

Second, organize the meeting?

1, meeting type?

Communicate the policies of the company and the mall [organization, rules, salary, evaluation results, planned distribution and sales (sales,?

When working hours, personnel changes, person in charge changes, etc. ] inventory, purchase), promotion, work assignment, etc.

How to use such machines as service rules, commodity knowledge, sales skills, rapid decline in sales, excess inventory, competitive countermeasures between new peers and new stores, and low morale?

Special commodity processing methods, etc.

Poor performance, personnel disputes, adjusting opposing interests?

Important matters such as work distribution and store display changes.

Hotels (also known as hotels, hotels, inns, homestays, business trips, inns, hotels in Taiwan Province Province, hotels in Hongkong, Macau, Malaysia and Singapore, etc. ) is basically defined as a business organization that provides a safe and comfortable space for users to have a short rest or sleep. Generally speaking, it is a place for guests to stay and eat. Specifically, a hotel is an organization that provides services to its guests through the sale of rooms, restaurants and comprehensive service facilities with its buildings as the voucher, thus obtaining economic benefits. The hotel mainly provides accommodation services, living services and facilities (bedtime services), catering, games, entertainment, shopping, business centers, banquets and conferences for tourists.

China leads the rapid development of tourism and hotel industry in Asia, and the growth momentum of business and leisure income is strong. Compared with first-tier cities, the price of hotel rooms in second-and third-tier cities in China has increased significantly. With the opening of new hotels in second-and third-tier cities, the government has invested in the construction of new transportation facilities, which will further promote the steady growth of hotel room prices in China. Chinese and foreign hotel brands continue to expand their business maps, and the balance between supply and demand of hotels in the future will be a topic of great concern. The proportion of all kinds of hotel chains in the world is: luxury 5%, high-grade 30%, medium-grade 37%, economical 20% and applicable 8%. However, affordable hotels only account for 28% and have great development potential. By the end of 20 12, there were nearly 3.3 million accommodation and catering enterprises in China, with annual operating income exceeding 2 trillion, accounting for about 5% of GDP in that year. 20 1 1 year, the national catering revenue was 2,054.3 billion yuan, up 16.9% year-on-year, with more than 22 million employees. In terms of accommodation industry, there are more than 280,000 accommodation enterprises in China, of which the number of enterprises above designated size in the accommodation industry has reached 6,543,800+6,000, an increase of 8.4% year-on-year; Operating income was 2 184 billion yuan, a year-on-year increase of 23.3%; Operating profit was 65.438+06.03 billion yuan, a year-on-year increase of 22%. The slowdown in the growth rate of the industry shows that the era of high profits in the past few years has passed and entered the era of low profits.