How to be a good foreman

Lead: I will tell the foreman who needs help how to be a good foreman and how to drive your employees to high places!

1, the foreman should be knowledgeable and can do it.

A competent foreman should first be familiar with the business knowledge involved in his job and have strong operational skills. On the one hand, he should be a "little expert". If a foreman does not fully grasp the procedures, standards and quality inspection specifications of his own work, or is not skilled in operation, it will be difficult to manage his subordinates well, and sometimes even make them make jokes. The hotel's ability training for new employees is divided into four levels: (1) trained; (2) the ability to meet basic needs; (3) Ability to meet basic requirements and guest satisfaction standards; (4) Ability to meet basic requirements and guest satisfaction standards, and be effective. As a foreman, he should be able to meet the requirements of the above-mentioned fourth ability level in business knowledge and operation skills, even the foreman who has just transferred to another post should try to meet this requirement as soon as possible.

Foremen should also have a certain theoretical basis of management. Especially those older "old" foremen, they can't just stick to their roots. Moreover, the customers we are facing now are more knowledgeable, more demanding, more rational and picky in consumption, and it is more difficult to serve "parents". The foreman in charge of the front line must be good at grasping the new situation and constantly studying the new needs of customers in order to lead employees to innovate in service. Some employees said, "There is still a very practical question. Does the foreman want to cooperate with his subordinates?"? Because some foremen think: "In-class inspection is busy enough, how can we have time to work with employees?" In fact, the foreman can squeeze out some time to lead the staff, especially when the service work is urgent, which can motivate the staff. At the same time, some problems can be found in the process of working together, which is conducive to improving supervision and management. A foreman who only talks but doesn't do it, or only scolds his subordinates, can hardly establish real prestige in front of his subordinates.

2, the foreman should be fair and just, don't engage in personal relationships.

Some employees think: "Although the position of foreman is small, it is the most direct boss for employees. If the relationship is not good,' little shoes' may be enough for you to wear! " They have a common wish for the foreman: be strict but not afraid. As long as they handle the case impartially and don't "judge people by soup", everyone will be convinced psychologically. Usually, employees have two major opinions about the foreman, one is unreasonable work distribution, and the other is unfair handling of problems.

It is difficult to determine whether employees' psychological dissatisfaction is justified according to the above concerns. The foreman arranges the work as transparently as possible, and the workload distribution is generally reasonable. I think most employees are reasonable. "Strict" should be measured, and "strict" should pay attention to methods. Pay close attention to important issues, especially those that may cause customer complaints, and deal with them seriously. It is said that the quality inspector of a hotel spent more than 40 minutes checking a room and found out more than 10 problems, such as a little floating ash on the carpet in the corner, a little water on the purified water tray, a little short hair on the bathroom floor and a penalty slip. Similar to this kind of treatment, employees were afraid of being persuaded at that time, and it was difficult to really achieve the purpose of education rectification. Point out problems in time, help correct them, and strengthen quality control in the process, instead of blindly adopting the method of "calculating the general ledger" afterwards. For those serious problems or problems caused by poor sense of responsibility, not only do you have to be punished for redoing, but even deduct points and bonuses, which makes the parties feel "painful".

3. Whether the foreman and employees can get along in good faith depends on whether the foreman is decent.

Although some foreman's ability and level are not very strong, they are good at getting along honestly with subordinates, establishing friendship and trust with them, and making employees take the initiative. The cohesion of this team is generally strong. Most employees look down on the foreman who bullies the weak and fears the hard, engages in intimacy and even engages in small circles, so how to do a good job in team building? Another important aspect for the foreman to win the hearts of employees is to respect their personality. Don't put on an "official" shelf in front of employees, and scold them at every turn. Most employees have their own specialties, and the foreman should sincerely learn from them and ask for advice. Don't think it will lower their social status. On the contrary, the more sincere you are to employees, the more employees will treat you as bosom friends. Foremen should take the initiative to do the ideological work of employees. If employees have problems, on the basis of finding out the facts, critics should criticize (pay attention to the proper way), don't "point fingers at mulberry trees", don't always report to superiors, and let superiors "punish" employees, so that employees' opinions will be greater, which is not conducive to the fundamental solution of the problem. For employees who have made mistakes, help them enthusiastically, not sarcastically; For some very simple questions raised by new employees, we should answer them patiently and actively, instead of dismissing them, thus hurting the self-esteem of new employees.

4, modern hotel foreman should be flexible, can correctly implement the intention of the superior.

Foreman should be able to accurately understand and seriously implement the work deployed by superiors. In the process of implementation, we should not just be a megaphone and memorize dogmas, but combine the actual situation of our team and the changes in the requirements of receiving guests, flexibly grasp and properly adjust the specific operational procedures and norms on the premise of adhering to the quality of service, and creatively carry out our work to continuously enrich the characteristics of our team's personalized service and our own level of supervision and management.

If you encounter difficult problems in your work, you should carefully analyze and think hard, and deal with them promptly and decisively on the premise of meeting the requirements of the guests as much as possible. Don't wait for the reply from the superior, because it will delay the service opportunity, offend or even lose some guests.

5, foreman should have the courage to take responsibility, don't hide your mistakes.

The employees all admire this responsible and daring foreman. They insist on doing the right thing, doing the wrong thing (including giving wrong guidance to employees) have the courage to admit mistakes and correct them, do not emphasize making excuses objectively, and will not put the blame on others. When employees make mistakes in their work, don't blindly blame subordinates, but look for reasons from the perspective of leaders, analyze their own responsibilities, learn from them and improve them. Even if employees are criticized by their superiors for their mistakes, they should not vent their grievances on employees. Most employees are proud to have such a foreman. In order to encourage the foreman to carry forward the spirit of being responsible, it is absolutely necessary for the company's decision-making layer to grant him certain power to deal with emergencies on the spot.

Expansion: the responsibility of the property customer service foreman

1. Be responsible for the overall work of the customer service department, formulate the work plan of the department, coordinate, supervise and assess the work quality of the employees in the department, implement the reward and punishment measures, and do a good job in employee performance appraisal;

2. Responsible for the supervision and management of greening, sanitation, decoration, public security and public facilities, inspect the whole community every day, and handle problems in time when found;

3. Follow up emergencies and customer complaints in time, make statistical analysis of service quality, and put forward rectification plans;

4. Organize regular interviews with the owners, strengthen communication and contact with the owners, understand the needs and wishes of the owners, and take effective measures to solve them in time;

5. Responsible for the collection of various fees of the service center, and timely collection of management fees;

6. Responsible for the management of customer data files, and urge the department subordinates to update and maintain them in time;

7. Responsible for drafting and writing relevant documents and notification forms of the service center;

8. Be responsible for formulating the training plan for customer service personnel and ensuring the implementation of the training plan;

9 responsible for the organization, development and summary of community cultural activities;

10. Complete other tasks assigned by the immediate superior, and do a good job in communication and cooperation with various departments.