How to be an excellent hotel manager

Question 1: How to become a hotel manager? Professional and standardized hotel market needs a professional marketing team, and a group of professional sales managers are needed in the professional hotel marketing team. How to select and train a group of sales managers with good quality, strong ability and vigor is the magic weapon for the hotel industry to win the market. First, the sales manager's standard is 1, loyal, reliable and willing to contribute. Everything is based on the interests of the hotel, loyal to the post and not abusing power for personal gain. 2. Dare to manage, be good at management, do your best and do your duty. 3. Fairness, justice, equality, broad-mindedness, tolerance, kindness to others and meritocracy. There must be a fair measure. 4. Positive, enthusiastic and energetic. Infect your subordinates with your enthusiasm and care about their work and life. 5. Good business skills. Train business people, help sales people make bills and answer customers' difficult questions. 6, has a unique personality charm. Second, how to carry out daily sales management 1. Hotel image management: The quality of hotel image directly affects customers' purchasing mood. Hotel image management can be managed from the following two aspects. A. Static: The environment and articles on the hotel site should be kept neat, clean and orderly, giving people a comfortable feeling. B. Dynamic: Hotel sales staff should be warm and polite, respect customers and make them feel at home. 2. Hotel personnel management: through the understanding of sales staff, cultivate and tap their potential ability, establish and enhance team spirit. A, understand the different personalities of subordinates, pay attention to give full play to their advantages, and adjust the working state of subordinates to the best. B, adhere to principles, dare to manage, establish good interpersonal relationships, enhance team morale, resolve conflicts, and deal with black sheep. C, implement the hotel's attendance and assessment system, never let things drift, and urge subordinates to abide by the hotel's rules and regulations. D, in view of the problems existing in personnel, conduct targeted personnel quality training, rectify the sales team, and establish a healthy atmosphere. 3. Hotel sales management: The quality of sales management is directly related to the sales results. The sales manager should formulate a feasible management system according to the situation and characteristics of the hotel to ensure the smooth sales. A. On-site reception: reception of new customers (telephone customers and visiting customers). The reception of old customers (acquaintances and friends). The principle of customer ownership. Strict management, adherence to principles, and mobilization of team enthusiasm. Handle customer ownership disputes. B. Customer management and tracking: answer customers' difficult questions. Collect customer information and do a good job in customer analysis and tracking. Establish a customer case. C sales process: sales control: determination of sales control personnel. ⊙ Time and purpose of sales control. ⊙ Number and amount of controllable units. ⊙ Release processing of sales control unit. ⊙ Handling of replacement unit. ⊙ Treatment of pile. ⊙ Handling of sales control errors. Transaction: ⊙ Apply for discount and appoint the person in charge. ⊙ Close the signing procedures of customers and review and management of contracts. ⊙ On-site transaction customer deposit collection and document management. ⊙ Supervise the sales staff to follow up the customer's down payment and sign the hotel business contract. D. Training: pre-sales training: organizing market research, analysis of this project, analysis of neighboring comparable projects, sales skill training, simulated sales process and performance evaluation. Training in sales: training for the problems in the sales process, clarifying the purpose of each stage of sales, and solving the problems in the sales process in time. Targeted training: Targeted training for special problems in the sales process. E. Summary: As an excellent sales manager, you should be good at summarizing your work. Make a sales plan and define the sales tasks in the next stage. Summarize the sales situation, and carefully summarize and analyze the sales work in the previous stage from the aspects of sales, personnel, customers, cooperation with developers, surrounding markets and cost control. 4. Hotel information management: The feedback of the sales site information plays an important role in the planning team's formulation and adjustment of the hotel's sales strategy. It is the unshirkable task of the sales manager to collect information and provide first-hand information for the hotel. Information sources can be obtained from the following aspects. A. Customers: Understand customers' various reactions to the hotel, such as opinions or suggestions on apartment type, area, facilities, price and payment method. , or edit in the form of a question and answer. Sales representative: I understand ... >>

Question 2: How to be an excellent hotel general manager? Reprint the following information for your reference.

How to be an excellent hotel manager

Hotel general manager is the soul of hotel work. He is in charge of hotel management. He is in charge of all the business activities of the hotel. Whether he is excellent or not will play an important role in the survival and development of the hotel. Students want to talk about their personal views on this issue from the following aspects.

First, the hotel's basic requirements for the general manager

The general manager of a hotel mainly performs management functions, which requires him to be quite familiar with the hotel business, be able to use the functions of hotel management freely, and have his own unique set of methods in management.

(1) professional knowledge

The general manager of the hotel should have a deep understanding of the contents and operating rules of various businesses when managing the hotel's various businesses. The general manager of a hotel must be very familiar with and proficient in the service regulations, environmental layout, style and hotel image of the hotel business if he wants to decide the standards of the hotel business and lead various businesses. In short, the hotel general manager should be professional and have professional knowledge.

Hotel is a comprehensive entity composed of rooms, restaurants, leisure and entertainment departments. Having these professional knowledge is a foundation for becoming the general manager of the hotel. Don't be superficial and have little knowledge.

In the real hotel management, hotels involve a wide range of knowledge. As a general manager of a hotel, he should be proficient not only in hotel professional knowledge, but also in general management knowledge, hotel management knowledge, hotel management, marketing, hotel accounting and financial management, public relations, equipment engineering management, human resource management and development, nutrition and health management, etc. Familiar with legal and tax knowledge.

(2) Hotel working experience

As the saying goes, "there is specialization in the industry", and having rich professional knowledge is the basis of becoming a hotel general manager, so having rich hotel experience is the premise of becoming an excellent hotel general manager. The gap between theory and practice exists objectively. Theory guides practice, and the result of practice correcting theory is experience. Rich professional knowledge can guide the development of hotel work, rich hotel experience can make the general manager do things right, and some problems can be eliminated in the bud with experience.

(3) Clear responsibilities

The general manager of the hotel is directly responsible for the efficient operation of the hotel management system and the correctness of various management decisions, and must clearly define his job responsibilities effectively and in a planned way. One of the reasons why many hotels are getting worse and worse is that the general manager is not clear about his post responsibilities, and the hotel work is in a disorderly, unplanned and unplanned state.

Second, the hotel's quality requirements for the general manager

The general manager of the hotel is under great pressure. There are leaders above, middle-level cadres and employees below. Worrying about hotel accidents at any time, worrying about people's instability, worrying about market changes, worrying about the shortage of tourists, worrying about improper reception offending leaders and guests, and worrying about … sometimes it's really "tasteless food, sleepless nights". Faced with such pressure, without good psychological quality and good psychological endurance, the general manager will be crushed. As a general manager of a hotel, you should not only have a cheerful and enthusiastic personality and a stable mood, but also have a modest and prudent attitude. Only in this way can we have a general demeanor of blocking the enemy by means.

Third, the general manager of the hotel should have the ability.

(A) decision-making ability

Strategy is one of the main tasks of the hotel general manager. In hotels that implement the general manager responsibility system, the general manager should generally make the following four basic decisions:

1. Decision-making of goals and policies, that is, drawing up the long-term development goals and management policies of the hotel, and defining the development direction and basic management ideas for the hotel.

2. Organize personnel decision-making, that is, choose the organizational form and type of the hotel, determine the hotel management level and job responsibilities, and select competent managers for each management level.

3. Business decision, that is, to determine the basic strategy of hotel marketing and reception business process development strategy, such as the choice of target market, the choice of service product characteristics, the examination and approval of service quality standards, etc.

4. Financial decision-making. That is to determine the basic system and strategy of raising, using and controlling hotel funds to ensure the normal proportion of input and output.

(2) Business organization ability

The organizational ability of the general manager of a hotel is to grasp the overall situation in the course of business operation, make decisions in combination with public opinions, conduct business organization and command, and mobilize all forces to work hard for a goal ...

Question 3: How to be a good hotel manager? Reprint the following information for your reference.

How to be an excellent hotel manager

In the final analysis, hotel personnel management is to use advanced concepts and scientific methods to effectively use and develop hotel human resources, so that they can get the optimal combination and give full play to their enthusiasm, thus improving the quality of all employees. At the same time, if service enterprises want to gain competitive advantage and satisfy customers, they must take employees as the center. Without the enthusiasm and dedication of the staff, no matter how carefully the hotel is built, it is just a cold building. Only when employees are interested in their work and full of feelings, only when employees feel that they are valued and respected, and only when employees feel that their achievements can be recognized and rewarded, will they serve their guests selflessly.

Importance of employees

Employee satisfaction is an important factor to create customer satisfaction and corporate profits, and it is also one of the prerequisites to create a successful brand culture. We all know that hotels are emphasizing brand building. Maidian launched Maidian brand index MBI. Com is to monitor hotel brands, reflect brand influence and publish brand lists every month. Among them, international hotel brands, such as Shangri-La, Sheraton, Marriott, Four Seasons, etc., rank in the forefront of the list. In particular, Shangri-La brand has been ranked first in the list for three consecutive months, and the brand index in May was 99.59. When we taste the brand culture of Shangri-La, we can find that one of the most important points is Shangri-La's "people-oriented" cultural concept, which has been emphasized by this hotel brand and is also the core of the brand.

The general manager of a Shangri-La hotel said. No matter where we are, our ideas and cultures are not much different. Because we don't simply rely on buildings, equipment and other hardware to attract customers, but rely on "people" to provide customers with the best service, which is our basic. So no matter which country or region you go to, our practices and services are the same.

Let's take a look at the Marriott brand ranked fourth in the Maidian brand index in May, with a brand index of 58.9 1. Marriott is also a hotel brand that pays great attention to employees. Its most basic concept is "people-oriented", treating every employee fairly, paying attention to their feelings and making them feel at home. J.Willard Marriott, the founder of the hotel, has made it clear that the company takes good care of its employees, and employees will treat their guests with care before they continue to patronize.

This shows how important employees are to a hotel and the brand building of the hotel. At the same time, hotel managers have a great influence on hotel employees. So how should a hotel manager treat employees? What can they do for employees while managing? The author thinks that hotel managers should not only care about the life and work of employees, but more importantly, provide a harmonious environment for the growth and development of employees and help them improve their ability and personal comprehensive quality. As a hotel manager, there are many unshirkable responsibilities for treating employees. Managers can compare from the following aspects.

The duties of a hotel manager

1) lead by example

The cultivation and moral concept of managers are very important for employees to set an example. Why lead by example? That's because you want to influence others and set a good example for employees with exemplary behavior, so as to influence and educate employees. What really affects employees is "follow your heart". This kind of influence is far from enough only by title and power, at least it can't stimulate the subjective initiative of employees, let alone lead a group of "followers". Managers must win the respect and trust of employees with their own actions and behaviors, and influence employees with their own confidence. This is the most important thing in management. There are no bad soldiers, only bad generals. The quality of employees' work is like a mirror, which can directly reflect a manager's management ability.

2) Understanding and respect

Hotel management mostly starts from the grass-roots level, so it is necessary to understand the ideas and situations of grass-roots employees and treat them with an understanding attitude, instead of rigidly managing employees. Let every employee feel the culture of the hotel and enjoy the work happily in his post. At the same time, don't treat employees as the object of paying wages or simply working for the hotel, but sincerely recognize the efforts made by employees for the hotel, have a grateful heart for them and treat them well.

In addition to understanding, managers should also learn to respect employees. Employees need enterprises not only to meet their material needs, but also to meet their spiritual needs (including respect). ......& gt& gt

Question 4: How to be a good hotel manager? I think a hotel manager should first learn to be a man and be able to mediate when employees have conflicts. Then, learning is necessary. This business is very competitive. We must learn from our peers, constantly innovate our own dishes, and constantly improve the quality of service. Of course, you can think more about your customers, and you can have some lucky draws and send something. When the guests are dissatisfied, we should have the ability to face and bear. In a word, a good manager must pay more attention to the development of the hotel. Manage employees, improve the environment and create a hotel that guests are satisfied with.

Question 5: If I am the general manager of a hotel, what should I do to make a strategic plan, take the overall situation into account, and understand all kinds of hotel operating income and expenditure, so as to do a good job, make business decisions and control? Benefit is the core of the hotel, and profit is the soul of the hotel. In today's fiercely competitive market environment, in the atmosphere of tourists, prices, characteristics, talents and marketing competition. Only benefit competition, good or bad benefit, good or bad benefit, high or low benefit is the hard truth to test the performance of the general manager of star-rated hotels, and it is also one of the important core indicators to assess the general manager of hotels.

In today's market economy era, success or failure lies in profit, and success or failure lies in heroes. As the general manager of a star-rated hotel, only by firmly grasping the two indicators of income increase and profit can we grasp the lifeline and soul of management. As the general manager, you should firmly grasp and understand a lot of data on the hotel revenue and expenditure node every day. In order to strategize and dominate the overall situation, we can clearly understand the various situations of hotel operating income and expenditure, so as to make business decisions and control. This requires the hotel general manager to read six data of the hotel every day.

Sales revenue

Hotel daily income is a barometer of hotel management, sales and tourism development results. The level of daily sales revenue determines the daily income benefit and annual income accumulation of the hotel. The general manager of the hotel must pay attention to the daily income data of the hotel, especially the room income, customer structure, occupancy rate, average room price, number of people dining, average dining standard and daily gross profit margin. And other lobby bars, tea houses, shopping malls, parking lots, conference rooms, venue rentals, etc.

Only by paying special attention to the completion of the daily income of the hotel can we ensure that the annual task is in place. As a general manager, we must pay attention to and grasp the completion of daily sales income indicators and do a good job in striving for the income indicators.

flow

The hotel's daily room occupancy rate, average room price and dining rate, and the average consumption level of each guest determine the hotel's cash flow. In the operation of star-rated hotels, room cash flow and catering cash flow account for 68%-78% of the total daily cash flow income of hotels. Monthly cash flow should account for more than 76% of the store's cash flow income. The general manager of the hotel must keep a close eye on the daily cash entry, so that the particles can be returned to the warehouse. "Money is stored in the warehouse, and there is no panic in my heart." With real money in hand, we are not afraid of the financial crisis, all kinds of operational difficulties and changes in the external business environment.

The daily cash flow is also the touchstone to measure the hotel's operating conditions. Good and stable daily cash entry is a solid foundation for the hotel to maintain normal operation, expand development and pay foreign currency. The receipt and payment of cash flow is also a commercial finance art that the general manager of star-rated hotels must master.

Cost expenditure

As the general manager of a star-rated hotel, we should do a good job of increasing income. We must have a strict cost consciousness, and the consciousness of "saving a penny is 100% profit" should clearly know the daily operating costs, daily personnel expenses, water and electricity energy consumption expenses, depreciation expenses of fixed assets, daily normal operating expenses, management expenses and marketing expenses of the hotel. In order to do a good job in cost management, control costs and reduce operating costs. Seek benefits and profits from the management and strive for greater profit space.

As a general manager, you should be able to control the cost of the hotel and understand the changes in the daily cost of the hotel. We should have self-knowledge and clear financial data. At the same time, department managers and employees should know how much the hotel needs for normal operation every day, so as to ensure normal operation and establish the consciousness of cost control and saving for all staff.

receivables

The focus of hotel management is to improve efficiency and increase income. As the general manager of the hotel, in addition to increasing daily income, he controls the income and expenditure of cash flow. We should also do a good job in daily, monthly and quarterly business payment and understanding of accounts receivable collection. Timely supervise and inspect the finance department, marketing department, catering department and other departments, and do a good job in meeting customers, team customers, departments, enterprises and institutions. Promptly urge customers to repay their debts in hotel rooms, restaurants, conferences and entertainment places. At the same time, monthly rent, utilities, property management fees, such as hotel rental property, office, venue rent, etc. are collected in time. Don't let this part of the arrears stay outside the hotel for a long time, occupying the hotel's working capital and not coming back. Don't let it become bad debts, dormant account, irrecoverable accounts.

To speed up the turnover of hotel funds, we should do a good job in collecting arrears and attach importance to the recovery of accounts receivable. This is the management work that the general manager of a star-rated hotel must pay attention to and supervise every day.

Accounts payable >>

Question 6: How to be a good housekeeping manager? Do the following work well: 1, do the weekly and monthly plans, personnel and work content 2, and implement the weekly and monthly plans. Be modest, but don't be modest to employees. 4. Communicate in time if you are confused: choose the right one. 5. Try to solve problems in your own department. Don't make up your mind about big issues.

Question 7: How to be a good hotel manager? The main target of hotel management is passengers. Your employees mainly provide services. For managers, you should always remind yourself what our business is and what our business should be when making decisions, and then how to break down your hotel's goals into tasks, assign them to various departments and coordinate their implementation. For employees, you should cultivate an idea that customers are their parents, not the people who pay them. With this idea, they will consciously improve their actions. For customers, in terms of hardware, it is necessary to be comfortable, and places like home will be liked by everyone. In addition, modern people are lazy, so we should try our best to provide customers with 360-degree services, such as traveling, such as eating, and treat them as family in software. Remember what your business is, it is them (I hope I can help you and wish you success).

Question 8: If you are a hotel manager, what do you do? As a grass-roots manager-supervisor, generally speaking, the main job is not management, but communication, that is, the link between employees and managers. The so-called communication refers to unblocking each other's opinions. This kind of communication includes two aspects, inter-departmental communication and intra-departmental communication (including your subordinates, your colleagues and your superiors). The company is a whole, and the department you lead is a part of the whole, so it is necessary to contact with other departments and communication is essential. The purpose of communication is not who wins or loses, but to solve problems. The starting point of solving the problem is the interests of the company, and the interests of the department are subordinate to the interests of the company. Communication within the department is also very important. As a supervisor, you need to know, master, guide, assist and care about the problems in subordinates' work, their ideological trends and even their lives. On the contrary, for your supervisor, you should also take the initiative to report, and reporting is also a kind of communication. Personally, as a supervisor, we should first deal with employees and understand their situation. Euphemistically convey everyone's ideas to the manager, and at the same time distribute the manager's intentions and work arrangements to employees.

Besides, there are many things to do to be a good supervisor. Also pay attention to cultivate the following abilities:

I. Professional ability

As a supervisor, you must master certain professional knowledge and ability. With the continuous improvement of your management position, the importance of professional ability will gradually decrease. As a grass-roots supervisor, a person's professional ability will be very important. What you want to achieve is that you can directly guide and represent the actual work of your subordinates. The source of professional ability is nothing more than two aspects: one is from books, and the other is from practical work. In practical work, you need to learn from your supervisors, colleagues and subordinates. "Don't be ashamed to ask questions" is the attitude that every supervisor should have.

Second, management ability.

For a supervisor, management ability corresponds to professional ability. When your position requires more majors, relatively speaking, you need less management skills. On the contrary, the higher your position, the higher the requirements for your management ability. Management ability is a comprehensive ability, which requires your command ability, your decision-making ability, your communication and coordination ability, your professional ability, your work distribution ability, and so on. Management ability comes from books, but more from practice, so to improve management ability, you need to constantly reflect on your daily work, and use your brain to review and summarize your work from time to time.

Third, cultivate the ability of subordinates.

As a supervisor, training subordinates is a basic and important job. No matter how big the unit you lead is, remember that the unit you lead is a whole and use the strength of the team to solve problems. Many supervisors are reluctant to hand over some things to their subordinates for good reason. Give it to a subordinate and tell him that you may not understand what you say, you need to repeat it, and then check it. Instead of this, it is better to do it yourself quickly. But the point is, if this goes on, you will always have endless things to do, and subordinates will always do what you think can be done well. It is an important duty of the supervisor to let subordinates know, do and teach them to do things. The strength of a department is not the strength of the supervisor's ability, but the strength of the work of all subordinates. Sheep can lead a group of lions to easily defeat a group of sheep led by lions. As a supervisor, the important duty is to train subordinates into lions, not to turn themselves into lions.

Fourth, work judgment ability.

The so-called work ability, personally, is essentially a kind of work judgment ability, which is very important for all working people. To cultivate a person's judgment ability, one must first have a straightforward mind, or a good moral quality, which is the basis of work judgment. For the right and wrong of the world, we can have a correct judgment and distinguish between right and wrong. Secondly, as a supervisor, you should have a clear judgment, or a decision about what to do, how to do it, and who will do it, big or small. In fact, the work judgment ability is the synthesis of the above four abilities, and the embodiment of the supervisor's ability is the embodiment of his work judgment ability.

Verb (abbreviation of verb) learning ability

Today's society is a learning society, and today's enterprises must also be learning enterprises, and each of us must also be the subject of learning. There are two kinds of learning, one is book learning and the other is practical learning, which should be carried out alternately. Only by continuous learning can we make better and faster progress and keep up with the development of society. When we step into the society, we should take the initiative to learn and rely on ... >>

Question 9: How to be a good hotel room manager and do the following work:

1. Make weekly and monthly plans, employees and work contents.

2. Implement weekly plan and monthly plan.

Be modest, but don't be modest to employees.

4. Communicate in time if you are confused: go to Shanghai.

5. Try to solve problems in your own department. Don't make up your mind about big issues.