1. Managers should appear in key positions at critical moments and seize key issues. This is the skill of management.
2. To achieve the goal of stabilizing the backbone, we must grasp the timing and proportion of adjustment, so that wages can really play a leverage role in management.
3. The foresight and initiative of labor management comes from the accumulation and analysis of labor market data in peacetime.
4. Enterprises must have talents and funds to seek development, and the consolidation of quality of enterprise depends on the improvement of managers' quality.
5, enterprise training should focus on improving the quality of personnel at all levels, so that everyone's inherent characteristics, consciously reflected in the hotel's service principles.
6, enterprise management can't rely on consciousness, the key is to rely on system management, to have a set of rules and regulations to stimulate employees' consciousness, to the rule of law.
7. As an enterprise, we must pay attention to the cultivation of cultural quality. The low cultural quality of employees will hinder the deepening of enterprise management.
8. The enthusiasm aroused by money will not last long. People who work on the basis of money will not talk about professional ethics. We should consider how to cultivate employees' enterprise consciousness, establish enterprise spirit and increase the cohesion of enterprises.
9. Without high-quality managers, there will be no high-level service quality.
10, training should be conducted according to different levels, different objects, different contents and different emphases. For employees, the focus is on the training of hotel awareness and business foundation; For managers, we should focus on training.
1 1. The training center should supervise and inspect the training of all departments according to the plan and progress, and truly implement the training quality.
12. The key to maintaining hotel service quality lies in training, which is not only the basis of management, but also one of the management methods.
13, the quality of an enterprise is maintained and improved by people. It is wrong to punish employees without teaching, and it is also wrong to talk about human feelings without principles. We should handle the relationship between human feelings and managers.
14, laziness at work comes from grandiose habits.
15, managers should supervise, coordinate, manage and check after giving work instructions, and can't just give orders and ignore their implementation. Every job and every detail should be followed up item by item and implemented item by item. We can really grasp the depth and details step by step.
16, the key for managers is to develop a good work style. If this kind of work is done with a solid, compact and in-depth style, it will get good results.
17, hotel training should proceed from the reality of the hotel, according to the characteristics of the enterprise, the needs of management and the strategic goal of long-term development, to formulate training plans, from institutionalized and systematic personnel.
18, without a certain number of party member to play a vanguard and exemplary role in enterprise management, it will not be able to play a supervisory and guarantee role. Enterprises need a backbone team with excellent ideas and high professional level. If we don't pay attention to developing party member among young people, it will be the party's fault.
19, strict management is not only reflected in the management of people, but also in the management of money and things.
20. Don't complain that there are few customers and business is difficult. The key depends on the attitude of our service staff towards existing guests.
2 1. Without the meticulous work bit by bit at ordinary times, there would be no certain brilliance of the enterprise. Correct business decisions come from knowing the market dynamics like the back of your hand.
23. Business comes back (going out for promotion), and the benefits come out.
24. The manager and the managed are both "comrades in the same trench" and "cats and mice".
25. Hotel managers should first have a sense of pride and honor in their work. If they look down on what they have done, how can they educate and train their employees?
26, supervisor, foreman should be more to the scene with employees to operate, supervise the quality. It is necessary to realize that quality is the basis of competition, and quality is reflected in every little thing that serves guests.
27. Overall management refers to the mutual support, cooperation, coordination, promotion and restriction of the work of various departments under a given goal, rather than dividing the land into prisons in isolation.
28. Material procurement should have market concept and price concept, and distinguish between customer materials and self-use materials. The former should be elegant and the latter should be practical.
29, pay attention to the operation process is not inefficient, pay attention to the post responsibility system is not closed, not card, not pressure.
30, the development of enterprises must first grasp the base camp, without this, there will be no benefit.
3 1, the customer's evaluation of service quality depends on the actual effect he gets, not whether he tries his best.
32. Let managers and employees have a sense of pressure, but they should not be overwhelmed, and give people room for activities.
33. Price is the reflection of market dynamics and the embodiment of enterprise management policy. The price should conform to the market rules and the reality of the hotel, act according to the rules and regulations, and stress business ethics.
The purpose of hotel training is not to cultivate all-round great men, but to cultivate employees' ideas and basic business skills, that is, quality.
35. Efficiency should be reflected in small things. Only by saving time from the perspective of one minute can we talk about efficiency on the basis of doing a good job.
As a department manager, you can't do all the problems in this department. Managers "dare to take responsibility" for their subordinates' mistakes, which can only make them continue. The correct attitude is to dig up the root causes and put forward rectification measures.
37. The supervisor's work is an important part of hotel management. The supervisor can do nothing but talk and talk. Managers should pay more attention to the management of supervisors, formulate more detailed standards and adopt more scientific management methods.
38. The training methods of all departments should be competitive, entertaining and interesting.
39. The characteristic of hotel work is how to organically combine tangible equipment with intangible services.
40. To do hotel work, we should act according to economic laws and have the concepts of market, competition and cost accounting.
4 1. The key issues should be discussed and solved, and decisions should be made immediately, otherwise nothing will be achieved.
42. The flow of people is normal, and it is inevitable for people to dig talents. The key is how to improve the quality of employees according to social reality, how to ensure that people go, train and grow, and take training backbone and technical leaders as a perennial work; As a manager, we should constantly improve the art of leadership, think carefully about problems, pay attention to working methods, know more about employees' psychological activities, analyze more, ventilate more and study more.
43. Without the limitation of workload, there will be no qualitative change.
44. Managers should use working standards for inspection, and must adhere to on-site supervision to improve work efficiency.
45. The cultivation of people's quality is accumulated in daily training.
46. The higher the level of managers, the stronger their awareness, and the less management systems there will be.
47. Only by doing a good job at ordinary times can the judgment at critical times be correct. Without the usual quality of work, it is impossible to turn the tide at a critical time.
48. Everyone has advantages and disadvantages, and there is right or wrong in doing any work. The problem is to distinguish which aspect is the mainstream.
49. Service quality and management level are reflected in every little thing. Every expression and action reflects our sense of service. To have a good service quality, we must first have a good work style and a good ideology.
50. We must first understand our products, competitors and markets, and then we can work out the correct business policy.
5 1. The route of an enterprise is connected by countless points, forming its own style and spirit, so the hotel work is no small matter, and everything is related to its reputation and image.
52. Promote enterprises, expand their influence, integrate enterprises into society, and let society know about enterprises.
53. Every reception work is very important. It may be a simple repetition for us, and it may be the first time for the guests.
54. It is wrong to generalize whether anonymous letters are good or bad. All the conclusions are drawn after the investigation, not before it. Most anonymous letters catch shadows. What I owe should be how to dispel the shadows, not how to unload the burden. Whenever the implementation of a system involves personal interests, all public opinions will arise, and we should be generous, open-minded and detached from its falsehood.
55. Personnel training should have a one-stop working concept. When recruiting, we should consider how to train and how to use the labor reasonably during training.
56. Hotel management is based on guest complaints, or it can be said that hotel management is based on the analysis and summary of quality accidents.
57. The market situation is ever-changing, so we should be good at changing with the changes of the market and capture instant benefits.
58. Being open-minded and eager to learn and not ashamed to ask questions does not mean that you have nothing.
59. The system of sales policy should consider the hotel's management mode, operating characteristics, development direction, customer composition, market trends, etc.
60. The difference between the publicity of the public relations department and the sales department is that the public relations department focuses on the overall publicity of the corporate image, helping the society to understand the enterprise and build a bridge between the enterprise and the society, while the publicity of the sales department aims to enhance the space in market development.
6 1. The correct price setting should consider several factors such as object, traffic, word of mouth and time.
62. A country needs knowledge to develop steadily. Similarly, an enterprise leadership team needs * * * knowledge and unity to have vitality.
63. Whether an enterprise can consolidate, improve and develop depends on the improvement of managers' quality.
64. In the final analysis, the competition between hotels is the competition for talents. Personnel training must be ahead of all work. Talent cultivation is a century-old plan and an important strategic policy of the hotel.
65. Advertising should pay attention to the effect. Who should we consider showing it to? For what market? For what?
Although the opening of the new hotel has shaken the tourism market, as long as we guarantee the quality, guests will come back.
67. There is no way out for enterprises to develop without a good situation. The resistance to development comes from the egalitarianism in the mind, not seeking progress and not daring to take risks. As an operator, you should always keep a "rush" attitude, you can't keep it.
68. Management means serving customers. How can management itself be the same as the process of manufacturing products? We should study the market and pay attention to product quality.
69. Hotel work is actually not complicated. Hardware+software+coordination+quality = quality.
70. Ignorance means ignorance, and incompetence means no development.
7 1. Hotel management quality = hardware+software+coordination+quality.
72. The hotel's service quality and management level are reflected in five ones: one expression; An action; A face; A smile; In a word.
73. Competition generates pressure, and pressure generates motivation. Only with motivation can we consciously create wealth for enterprises.
74. Hotel management is not mysterious. At the very least, there must be "three realities": practicality, implementation and integrity.
75. High-level hotel management comes from market research and product quality.
76. People's quality is the foundation of a first-class hotel.
77. Modern hotels under the socialist system should not only manage people, but also educate people.
78. The key to housing management work is "diligence", walking more, seeing more and checking more.
79. Where there is competition, there is pressure. Where there is pressure, there is motivation. If there is motivation, it will consciously create wealth for enterprises.
80. In hotel management, we often say that guests are always right, but in fact they are not always 100% right. The question is whether the "rights" can be given to the guests if the contents of the complaint are inconsistent with the facts. "Right" reflects the quality of hotel staff and our policy level, which will not offend guests and safeguard the interests of enterprises.
8 1. Managers and supervisors should be able to find problems with their eyes and play a role in quality control.
82. A manager should have a mother-in-law mouth. Over time, employees will know what to do and what not to do.
83. Comprehensively improve work efficiency. Don't set time, quantity, standard and schedule, but start with details.
84. Service quality is the basis of competition and the fundamental condition for the formation of enterprises.
85. In order for employees to provide high-quality services to their guests, we must first serve our employees well.
86. Management style should have "three realities": solid, practical and honest.
87. The level of the hotel should be decided by the guests, and the number and severity of complaints from the guests are the standards to measure the management level of the hotel.
88. Hotel staff must pay attention to small things, so that everything is implemented and everything is clear.
89. To develop enterprises, we should have the concepts of "mobility" and "change". The market is constantly changing. For example, a pool of stagnant water can't do business, and hotel work always comes up with new tricks, giving people a new feeling.
90. Each employee's gfd represents the hotel's style. You should realize that your performance in the hotel is no longer an individual, but the whole hotel.
9 1. A hotel is like a machine, and all departments are like parts of the machine. Only by close integration can it operate freely for 24 hours.
92. "Never offend guests" is the iron law of the service industry. Every move, every smile, every word and deed must conform to professional ethics.
93. Managers lead by example is one of the conditions to cultivate employees' enterprising spirit.
94. A manager who offends everyone is not a good manager, and a manager who dares not offend others is not a manager in Hollywood.
95. In management, the first is location, the second is location, and the third is location. In management, the first is the quality of people, the second is the quality of people, and the third is the quality of people.
96. Managers' attitude towards work should be based on completion, not on hours.
97. As a manager, you should have social morality, know the truth of being a man, know the laws and regulations of the enterprise and know the general situation of the hotel, instead of excluding yourself from the laws and regulations.
98. Training is the foundation of management. If the foundation is good, the management will be smooth, and if the foundation is not good, the quality will decline.
99. Managers should take the initiative to ask questions, actively supervise and actively manage in the "three pipes" zone (the junction of several departments), regardless of time (commuting and lunch time).
100. By constantly learning advanced foreign management experience and combining it with the reality of China hotel industry, we can embark on a road of modern hotel management with China characteristics.