How to be an excellent chain hotel foreman

For the hotel industry, the foreman is responsible for a lot of connection work, including organization and implementation, supervision and inspection, daily management and so on. With the increasing proportion of environmental protection, informationization and intelligence in the hotel industry, the knowledge structure based on etiquette and service in the traditional hotel industry can no longer meet the requirements of the modern hotel industry for the foreman. On the other hand, a large number of aspiring young people have entered the hotel industry. How to become an excellent foreman and then grow into an excellent professional manager? I hope the following "seven questions" can give you some help.

1, "bubble" and "sponge"-outlook on life

Both "foam" and "sponge" are very light, just like young people who have just stepped into society, without rich experience and connotation. However, "Bubble" is very complacent and thinks that it is great, so it always floats on the water with the tide; Sponge is just the opposite. It always holds an open mind, constantly absorbs all kinds of nutrients, and makes itself constantly expand and precipitate.

The beautiful underwater world is like a colorful life. Only by constantly enriching your "sponge" can you truly enjoy that unique charm. As the song goes, "How can you see a rainbow without experiencing wind and rain?" . what do you want to do? 2. "Little girl" and "big foreman"-mentality problem

A scholar once said: Even God forgives a girl who loses her temper. I think this can only be given to good babies under the protection of their parents. What will you do if your employees have a conflict with you because of a little thing? You won back your dignity by not talking to her for three days and not smiling at her for five days? "Little girl" can't be a foreman. As a foreman, you need more care and tolerance, and you need to treat your subordinates as your friends and relatives. You can't be a good baby or a girl next door. You should be a big brother, a big sister or a little teacher. Care and consideration, strict tolerance.

The foreman should be a "waiter's waiter" at work, not a "senior official who killed someone". Once you do this, you will find that your prestige and dignity have not declined, but have won the hearts of more employees. 3. "Egoism" and "Helping others"-service consciousness.

We often hear guests complain that they are really troublesome and annoying. For various reasons of the guests, how much I overpaid and so on. What did the guests come to spend money on? What is the purpose of our service to our guests? Everyone likes polite, accommodating and generous guests, because it can save a lot of trouble. On the other hand, do guests like waiters who are afraid of trouble?

Helping others is our traditional virtue, especially in the service industry. In fact, the service is mutual. Have you ever experienced the pleasure and bright smile brought by active, thoughtful and enthusiastic service? 4. "Give up the shopkeeper" and "big momma"-working methods.

Many foreman will meet the assigned work, subordinates can't do it well, and everything depends on themselves. If the hygiene is not up to standard, we will have to rework, and the handover records will be scattered ... What shall we do? Every subordinate's work should be followed up from morning till night, and overtime should be worked before and after running. Like a big momma. As a result, perhaps the most complaints come from your team. We should learn to manage people by system and mobilize the subjective initiative of subordinates. Employees can't teach, and good employees should give full trust. I don't object to being a "big momma", but it should be in life, not at work.

As the saying goes, one hero and three gangs have limited efforts. To learn to educate, encourage and trust, training subordinates is also training yourself. We must learn to grasp the big and let go of the small, and grasp the key. In this way, when you become a manager, you can become a "cutting shopkeeper". 5. "You have me" and "If I were you"-put yourself in others' shoes.

There is a saying in the service industry: I want to think about how I will treat my guests. That is, the guest is God's problem. With the development of hotel industry, the identity of guests has changed from a lofty god to "our relatives". The above sentence was changed to "What would I think if I were a guest". What would you think if you put yourself in the position of a waiter with a cold face when eating? In a hotel, you serve your guests, others serve you in other places, and probably some guests you have served.

"Don't do to others what you don't want them to do to you." Is there any difference in treating subordinates in this way of serving customers? 6. "Fire" and "Ice"-Communication Problems

Perhaps the most difficult thing in the foreman's daily work is communication. Especially the communication with subordinates is trivial, and no one buys it. Communication has simply become an obstacle that some foremen can't cross. Communication and ideological work are only an important part of a professional manager's daily work. Since ancient times, fire and water are compatible with each other, and fire and ice are opposites. This is just the contradiction between management and being managed. But there is also a saying in love novels that "even if you are ice together, I will melt you". What's the point? Mentality. First of all, don't treat yourself as ice together, and second, don't treat each other as ice together. Conflicts at work are inevitable, and the key is how to deal with them. I am the foreman and can't take the initiative to find her; If he doesn't say hello to me, I will ignore him. As a result, the contradiction has turned into resentment, and the distance between employees and you is getting farther and farther. Unconsciously, you have become that "ice". On the other hand, as Lei Feng said, treat comrades as warm as spring, even as hot as summer work, put down your airs and lose face, and seek each other's understanding and respect with sincere heart; Turn yourself into a "fire", infect everyone around you with your own light and heat, and melt every "ice" around you. Spread happiness, spread enthusiasm, enjoy work and enjoy youth. Light up your life with the fire of life. 7. "Arrogance" and "Keeping a low profile and keeping a low profile"-the overall situation.

Most of the foremen in modern hotel industry are promoted by employees. Their common problems are rich in experience but not strong in theoretical knowledge, skilled in post skills but not high in comprehensive quality, and the perspective of work and study is often flawed. In the face of a new problem, the solution is generally to "follow your feelings", and often in the face of complex phenomena, you will plunge into it and arouse the fans of the authorities. Once you are lucky enough to succeed, you are complacent and think that your level is too high to analyze and summarize in time. In fact, all this is normal, and everyone will go through this period in the process of self-improvement. Scientific learning and problem-solving methods should stand outside and not be easily confused by appearances. It is necessary to absorb it as a whole, analyze it locally, draw inferences from one another and achieve mastery through a comprehensive study. Starting from the overall situation, then dissecting the sparrow inside, and finally jumping out to re-examine, thus completing a learning process. This process can not only increase experience, but also improve theoretical analysis ability. And your perspective will gradually change from looking up to looking down.

When you have a complete picture, you will find that doing any work is actually very simple. Discover the problem-analyze the reason-find the method-start to solve it-test the effect-summarize and summarize. Just the word "organized".

Having said that, it comes down to attitude. As Mr Milu, former head coach of China men's football team, said, attitude is everything. This sentence actually contains everything. No matter what industry you are engaged in, the first thing you need is professionalism. And this spirit is responsibility, responsibility to oneself, family and society.

The foreman will only be a small post station in most people's lives, but it is often the starting point for your career to take off. Either don't do it or try your best to do it. Believe in yourself and bravely say to life: I will bear all my responsibilities. Modern hotel foreman in the eyes of employees

From the management level, the foreman of modern hotels is at the bottom of hotel management, directly facing employees and customers, supervising and managing employees, and playing a connecting role. Therefore, some management scholars give the hotel foreman multiple roles: leader, information transmitter, mentor, referee, role model and consultant. Another scholar summed up nineteen taboos of hotel foreman, such as favoring subordinates, not paying attention to listening, acting arbitrarily and so on. These are the expectations and suggestions put forward by hotel leaders or scholars to the foreman, and every hotel foreman should keep them in mind or take them as a warning. When I give supervision and management training to some hotels, I often ask employees, "What is the foreman in your mind?" ? Some employees put forward many pertinent and insightful opinions to their immediate superiors based on their own feelings, which is worth pondering. 1, the modern hotel foreman should have real talent and practical knowledge and be able to do it.

Employees attending the seminar agreed that a competent foreman should first be familiar with the business knowledge related to his work and have strong operational skills, and should be a "small expert" in this respect. If a foreman does not fully grasp the procedures, standards and quality inspection specifications of the work he is in charge of, or is not skilled in operation, it will be difficult to manage his subordinates well, and sometimes even make jokes on them. The competency training for new employees of Sheraton Hotel is divided into four levels: (1) Trained; (2) the ability to meet basic needs; (3) Ability to meet basic requirements and Sheraton guest satisfaction standards; (4) the ability to meet the basic requirements and Sheraton guest satisfaction standards, and 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 not only master certain business knowledge and operational skills, but also have a certain theoretical basis of management. Many foremen put the degree and standard of a certain job in the first place when training their subordinates, but why do they do this? Or what should be avoided? All talk and no practice, mediocre training and low morale of employees participating in training are all manifestations of lack of basic theoretical literacy, which should be made up by efforts. Now is the information age, with new knowledge, new technology, new concepts and new theories emerging one after another. If you don't keep pace with the times and study hard, you may fall behind, especially those older "old" foremen, who can't just stick to their roots. Moreover, the customers we are facing now are more knowledgeable, more demanding, more rational in consumption, more critical and more difficult to serve "God". The foreman in charge of the front line must be good at grasping the new situation and constantly studying the new needs of customers, so as to lead employees to continuously carry out service innovation. 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 modern hotel foreman should be fair and just, and 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! " Their desire for the foreman is the same: strict but not afraid, as long as the case is handled impartially and not "judge a person by his appearance", 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. One day, a hotel room cleaner complained to me: "Today, the foreman assigned me to clean 13 rooms, and some employees did much less than me." I tried my best to clean it for a long time, but when the head waiter checked the room, he caught some small problems in my cleaning and punished me for doing it again. I was really unconvinced at the time. "

It is difficult to determine whether employees' psychological dissatisfaction is justified according to the above concerns. However, the author believes that if the foreman makes clear the work tasks and division of labor (including employees who need to be taken care of), that is, the work arrangement is as transparent as possible and the workload distribution is generally reasonable, I think most employees can be reasonable. For various reasons, the cleaning progress of each employee will be different. At the end of the work, the foreman will properly coordinate and organize employees to help each other, reflecting the spirit of unity and mutual assistance within the team, and employees who are behind in cleaning will also be encouraged and educated. As for the foreman's persistence in some small problems during rounds, we must be sure that "strictness" is right, but "strictness" should be measured and "strictness" 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 treatment, the employees involved may not be convinced, and it is difficult to truly achieve the purpose of education rectification. The foreman on duty should not only check the problems existing in the cleaning work afterwards, but also conduct spot checks in the cleaning process, point out the problems in time, help correct them, and strengthen the quality control in the cleaning process, instead of blindly adopting the method of "calculating the general ledger" afterwards. The problems found should be summarized and analyzed in detail at the next day's pre-shift meeting to attract everyone's attention. 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". Whether the foreman and employees can get along with each other in good faith, what employees value is 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. 3. The modern hotel foreman should be good at communication and coordination.

Communication is not only the transmission and exchange of information, but also the exchange of feelings and opinions. How efficient the foreman is, and whether he can communicate effectively with employees is the key. How does the foreman communicate well with his subordinates? Employees expect the foreman to focus on the following aspects: ① Pay attention to two-way communication. When arranging work or talking with individual employees, we should pay attention to listening to the opinions of subordinates, broaden our thinking and understand what employees are thinking. Even if employees' opinions are sometimes incorrect, we should let them finish their sentences and then explain and convince the incorrect parts.

(2) It should be realized that the attitude when talking with subordinates is more important than the content of the conversation. For example, if an employee makes a mistake, the foreman will thank you from the heart, even if the criticism is heavy. If he complains about sarcasm, even if the employee realizes the mistake in his heart, he will think you are bluffing. Some foreman should also change the habit of pitying and praising subordinates, pay attention to and dig out the commendable places of employees at any time, and make the praised people feel happy and doubly moved. "The person who cares about me is my foreman."

③ Cultivate the good habit of listening to the opinions of subordinates. Some foremen think they are smart and often don't listen to their subordinates' suggestions, especially for those employees who can't grasp the key points. They are upset when they see his suggestions. Some people are narrow-minded and give advice to employees who do not feel the same way. After listening, they immediately interrupted, making it impossible for the other party to step down. These are not ways to talk openly. We should understand that "an excellent listener often has a strong appeal, and he makes the speaker feel that he is very important without being disheartened and hesitant". The foreman should take improving the listening style of interpersonal relationship as an important topic to study.

④ Pay attention to communication skills and the power of language. Coordination is another important work in the process of foreman supervision. Besides paying attention to the coordination within the team, we should also be good at coordinating with other teams, departments and superiors. Foremen who only focus on their own work without paying attention to mobilizing the enthusiasm of all parties will often fall into an embarrassing situation of getting twice the result with half the effort, even if they work hard and tired. 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. The head waiter of a modern hotel should be brave enough to take responsibility and not hide his 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, they don't just blame their subordinates, but look for reasons from the perspective of leaders, analyze their own responsibilities, learn from them and improve them. Don't vent your anger on employees even if they are criticized by their superiors for their mistakes.

Most employees are proud to have such a foreman. In order to encourage the foreman to carry forward the spirit of courage and responsibility, it is absolutely necessary for the hotel decision-making layer to grant him certain power to deal with emergencies on the spot. The foreman is responsible for a lot of connection work, including organization and implementation, supervision and inspection, daily management and so on. With the increasing proportion of environmental protection, informationization and intelligence in the hotel industry, the knowledge structure based on etiquette and service in the traditional hotel industry can no longer meet the requirements of the modern hotel industry for the foreman. On the other hand, a large number of aspiring young people have entered the hotel industry. How to become an excellent foreman and then grow into an excellent professional manager? I hope the following.

Seven Questions can give you some help.

1, "bubble" and "sponge"-outlook on life

Both "foam" and "sponge" are very light, just like young people who have just stepped into society, without rich experience and connotation. However, "Bubble" is very complacent and thinks that it is great, so it always floats on the water with the tide; Sponge is just the opposite. It always holds an open mind, constantly absorbs all kinds of nutrients, and makes itself constantly expand and precipitate.

The beautiful underwater world is like a colorful life. Only by constantly enriching your "sponge" can you truly enjoy that unique charm. As the song goes, "How can you see a rainbow without experiencing wind and rain?" . what do you want to do?

2. "Little girl" and "big foreman"-mentality problem

A scholar once said: Even God forgives a girl who loses her temper. I think this can only be given to good babies under the protection of their parents. What will you do if your employees have a conflict with you because of a little thing? You won back your dignity by not talking to her for three days and not smiling at her for five days? "Little girl" can't be a foreman. As a foreman, you need more care and tolerance, and you need to treat your subordinates as your friends and relatives. You can't be a good baby or a girl next door. You should be a big brother, a big sister or a little teacher. Care and consideration, strict tolerance.

The foreman should be a "waiter's waiter" at work, not a "senior official who killed someone". Once you do this, you will find that your prestige and dignity have not declined, but have won the hearts of more employees. 3. "Egoism" and "Helping others"-service consciousness.

We often hear guests complain that they are really troublesome and annoying. For various reasons of the guests, how much I overpaid and so on. What did the guests come to spend money on? What is the purpose of our service to our guests? Everyone likes polite, accommodating and generous guests, because it can save a lot of trouble. On the other hand, do guests like waiters who are afraid of trouble?

Helping others is our traditional virtue, especially in the service industry. In fact, the service is mutual. Have you ever experienced the pleasure and bright smile brought by active, thoughtful and enthusiastic service?

4. "Give up the shopkeeper" and "big momma"-working methods.

Many foreman will meet the assigned work, subordinates can't do it well, and everything depends on themselves. If the hygiene is not up to standard, we will have to rework, and the handover records will be scattered ... What shall we do? Every subordinate's work should be followed up from morning till night, and overtime should be worked before and after running. Like a big momma. As a result, perhaps the most complaints will come from your team. We should learn to manage people by system and mobilize the subjective initiative of subordinates. Employees can't teach, and good employees should give full trust. I don't object to being a "big momma", but it should be in life, not at work.

As the saying goes, one hero and three gangs have limited efforts. To learn to educate, encourage and trust, training subordinates is also training yourself. We must learn to grasp the big and let go of the small, and grasp the key. In this way, when you become a manager, you can become a "cutting shopkeeper".

5. "You have me" and "If I were you"-put yourself in others' shoes.

There is a saying in the service industry: I want to think about how I will treat my guests. That is, the guest is God's problem. With the development of hotel industry, the identity of guests has changed from a lofty god to "our relatives". The above sentence was changed to "What would I think if I were a guest". What would you think if you put yourself in the position of a waiter with a cold face when eating? In a hotel, you serve your guests, others serve you in other places, and probably some guests you have served.

"Don't do to others what you don't want them to do to you." Is there any difference in treating subordinates in this way of serving customers? 6. "Fire" and "Ice"-Communication Problems

Perhaps the most difficult thing in the foreman's daily work is communication. Especially the communication with subordinates is trivial, and no one buys it. Communication has simply become an obstacle that some foremen can't cross. Communication and ideological work are only an important part of a professional manager's daily work. Since ancient times, fire and water are compatible with each other, and fire and ice are opposites. This is just the contradiction between management and being managed. But there is also a saying in love novels that "even if you are ice together, I will melt you". What's the point? Mentality. First of all, don't treat yourself as ice together, and second, don't treat each other as ice together. Conflicts at work are inevitable, and the key is how to deal with them. I am the foreman and can't take the initiative to find her; If he doesn't say hello to me, I will ignore him. As a result, the contradiction has turned into resentment, and the distance between employees and you is getting farther and farther. Unconsciously, you have become that "ice". On the other hand, as Lei Feng said, treat comrades as warm as spring, even as hot as summer work, put down your airs and lose face, and seek each other's understanding and respect with sincere heart; Turn yourself into a "fire", infect everyone around you with your own light and heat, and melt every "ice" around you. Spread happiness, spread enthusiasm, enjoy work and enjoy youth. Light up your life with the fire of life.

7. "Arrogance" and "Keeping a low profile and keeping a low profile"-the overall situation.

Most of the foremen in modern hotel industry are promoted by employees. Their common problems are rich in experience but not strong in theoretical knowledge, skilled in post skills but not high in comprehensive quality, and the perspective of work and study is often flawed. In the face of a new problem, the solution is generally to "follow your feelings", and often in the face of complex phenomena, you will plunge into it and arouse the fans of the authorities. Once you are lucky enough to succeed, you are complacent and think that your level is too high to analyze and summarize in time. In fact, all this is normal, and everyone will go through this period in the process of self-improvement. Scientific learning and problem-solving methods should stand outside and not be easily confused by appearances. It is necessary to absorb it as a whole, analyze it locally, draw inferences from one another and achieve mastery through a comprehensive study. Starting from the overall situation, then dissecting the sparrow inside, and finally jumping out to re-examine, thus completing a learning process. This process can not only increase experience, but also improve theoretical analysis ability. And your perspective will gradually change from looking up to looking down.

When you have a complete picture, you will find that doing any work is actually very simple. Discover the problem-analyze the reason-find the method-start to solve it-test the effect-summarize and summarize. Just the word "organized".

Having said that, it comes down to attitude. As Mr Milu, former head coach of China men's football team, said, attitude is everything. This sentence actually contains everything. No matter what industry you are engaged in, the first thing you need is professionalism. And this spirit is responsibility, responsibility to oneself, family and society.

The foreman will only be a small post station in most people's lives, but it is often the starting point for your career to take off. Either don't do it or try your best to do it. Believe in yourself and bravely say to life: I will bear all my responsibilities.

Modern hotel foreman in the eyes of employees

From the management level, the foreman of modern hotels is at the bottom of hotel management, directly facing employees and customers, supervising and managing employees, and playing a connecting role. Therefore, some management scholars give the hotel foreman multiple roles: leader, information transmitter, mentor, referee, role model and consultant. Another scholar summed up nineteen taboos of hotel foreman, such as favoring subordinates, not paying attention to listening, acting arbitrarily and so on. These are the expectations and suggestions put forward by hotel leaders or scholars to the foreman, and every hotel foreman should keep them in mind or take them as a warning. When I give supervision and management training to some hotels, I often ask employees, "What is the foreman in your mind?" ? Some employees put forward many pertinent and insightful opinions to their immediate superiors based on their own feelings, which is worth pondering.