What are the five concepts of hotel management?

five kinds of consciousness 1. Hotel consciousness (enterprise consciousness) Every hotel staff member should establish the idea that the store will prosper, the store will decline and I will be ashamed, and the hotel and I will be doomed. So you should love our hotel. Hotels are the fate of all our employees, that is, we should establish a sense of group and collectivity and have the idea of "taking the store as our home". The specific performance is as follows: 1. Every employee takes care of the overall situation when dealing with things. 2. Every employee should obey the work arrangement and transfer, and don't argue, delay or bargain about the work arranged by the superior. Second, the quality of service awareness is the life of a hotel (enterprise), service is the soul of an enterprise, and the essence of market competition is to provide high-quality services. Conditions for realizing service consciousness: 1. Every employee should set up the service policy of "guests first, service first" and solve the monotonous and inflexible thoughts in work. 2. Every employee is required to put the guests first under any circumstances, and never quarrel with the guests at any time or place. 3. Everything serves the guests and everything is subordinate to the guests. 4. Train all employees and provide standardized, procedural and standardized services. 5, to provide emotional services, so that guests feel at home, home away from home. 6. Establish the professionalism of all employees, clarify their work and realize their self-worth, so as to make the guests feel polite. 7. All our work is aimed at one person-the guest. 8. Every employee should keep in mind the purpose of service behavior: look at the guests, think about the guests, and be ready to serve them at any time. 9. Hotel working policy: subordinates obey superiors, logistics obey front desk, front desk obeys guests, and everything makes guests satisfied. Third, the sense of tourists is the financial source of the hotel and the source of the hotel's economic benefits. 1, to make every employee realize that the guest is a source of income. 2, to respect the guest's personality, beliefs, customs, to ensure the safety of the guest's life and property and legitimate interests. 3, for the sake of the guests, think what the guests think, anxious guests are anxious. 4. Work hard emotionally and communicate spiritually. 5. Without customers, there is no enterprise. As an enterprise, our food, clothing, housing and transportation are not guaranteed, so guests are our parents. 6, the waiter should establish the idea of guests first, protect guests everywhere, respect guests everywhere, and provide emotional services, that is, provide people-centered services. 7. Establish the idea that guests are always right. As a friendly and hospitable industry, he emphasizes that no matter what happens, there should be no impolite behavior, listen to the complaints of guests and give reasons to them. 8, to stand in the guest's point of view and position, put yourself in the guest's shoes, understand and care about the guest. 9. Whenever there are complaints and complaints from guests, remind us that there are some problems in ourselves and the enterprise that need to be corrected and supplemented. We should regard the guests as our mentors. 1. We should bear in mind that we need guests and always please them. Fourth, the system awareness rules and regulations are the laws of the hotel, which constrain the actions of each employee, make the basis of actions and behaviors the basis of hotel management, and adhere to strict rules and regulations, which is the guarantee for the hotel to improve management, so it is necessary to abide by the system and obey management. 1. Our actions are based on the rules and regulations of the hotel. 2, strengthen the system consciousness, to clear the level consciousness. 3. Establish a system of rules and regulations with post responsibility system as the core. V. Efficiency and Benefit Consciousness All work is centered on benefit and based on quality. Improve efficiency and improve the time limit of service. 1. Saving time and providing efficient service are the basic requirements of the guests. 2. Providing efficient and fast-paced services is the embodiment of the success of hotel management. The methods are as follows: 1. Be punctual and trustworthy. 2, with working hours and labor quota to express labor efficiency.