Hotel management is no small matter, any aspect of hotel management may be crucial, every detail of hotel management may be related to success or failure. In summary, hotel management can not be separated from the following eight things:
1, hotel quality management
What is the key to the success of the hotel? It is the ability to continue to provide high-quality products and services that meet customer requirements and can be satisfied and trusted by customers. Quality management is the most basic elements of hotel management, the most basic idea is to investigate and analyze each process in the operation of the hotel store, so as to determine the overall status of quality management.
2, hotel energy management
Strengthening energy management is the hotel planning and construction, as well as the operation phase of an eternal topic. As the hotel's managers should focus on the hotel's energy-saving buildings, energy-saving equipment, energy-saving personnel, and rationally deal with the distribution and use of energy. In short, the goal of energy management is to make the hotel in the whole life cycle of energy consumption and supporting the renovation project costs to minimize.
3, hotel customer management
The hotel through the provision of products and services to achieve business benefits. Customers as the recipient of products and services, for the hotel is crucial. The hotel has a customer has the basis for survival and development, and has a stable customer hotel has a valuable resource for market competition. The essence of customer management is through the investigation and analysis, customer development, customer service, customer promotion, customer maintenance and promote the enhancement of customer value.
4, technology research and development management
The hotel is a labor-intensive industry, the technical threshold is very low, if other industries have the strength of the enterprise to focus on this market and put into the competition, the short term will soon be able to develop in the technology, quality and cost of more than the baseline level of operation of the hotel will soon become a strong competitor, the new hotel growth is often surprisingly fast. hotels tend to grow at a phenomenal rate. If the hotel operator can not take advantage of the temporary formation of technology and experience, seize the opportunity to continue to develop new products, continuous improvement of product performance, improve the management capabilities of technology development, often fatal to the hotel.
5, service site management
The quality of a hotel's service for the hotel's interests have a very big connection. Customer satisfaction is also mostly determined by this. Service quality is formed in the process, the control of service quality, the need to strengthen the process of prior design, to solve the problem of influencing the process of people, facilities, materials, methods, environment and other aspects. To a good service system to face the customer.
6, the hotel target management
Target management is the most centralized embodiment of modern business management, the enterprise in the near future to achieve what kind of goal, through the development of a detailed plan to reflect the manager's will, as well as to achieve the goals of the purpose of the enterprising. The goal of the management, that is, no quality management.
7, departments and managers
(1) the management of the departments. In the operation of the hotel, the coordination between the departments is particularly important. A hotel is an operation as a whole, each department plays an important role, no matter which department has problems will affect the overall operation of the hotel.
(2) of the manager's own management. Managers to overcome complacency, must pay attention to the hotel's internal information and changes in the external environment. Continuous learning and updating of knowledge, constantly chasing higher work goals, to maintain the work of vitality and vitality.
8, hotel innovation
Innovation is one of the main means to win the advantage in the fierce market competition. For the hotel industry, innovation is of particular importance. Because hotel products and services can be easily imitated and copied. In the case of products can be easily imitated, managers most avoid the appearance of since I launched a new product, others can quickly copy, then I do not go to try to innovate the attitude. This attitude is not desirable. Managers need to promote is another attitude: continuous innovation, walk in the forefront of innovation in the same industry, the first to win, to win with the new.
Expanded reading: hotel management rules
Catering quality management, in a sense, determines the reputation and effectiveness of the service unit. Kitchen is the core of catering, kitchen management reclaims an important part of catering management. The management level of the kitchen and the quality of the output, directly affecting the characteristics of catering, operation and benefits. First of all, the main purpose of hygiene management in the catering industry is to provide guests with hygienic and safe meals. If hygiene management is neglected, the impact may affect many people and its seriousness cannot be ignored. Therefore, the hygiene of the catering industry is the first condition to ensure the health of the diners, and it is also an important factor affecting the catering. Catering service employees should study and comply with the food hygiene laws promulgated by the state and pay strict attention to the hygiene of food, individuals, eating utensils and the environment. From the point of view of dietary hygiene, it is usually considered that the environment of the catering industry consists of four parts: the kitchen, all food processing, storage and sales places, the washing room, the staff locker room and bathroom, and the garbage room. The quality of hygiene in these places is mainly reflected in the following aspects.
1. Hygiene management of walls, ceilings and floors. Kitchen walls, ceilings should be built with light-colored, smooth, non-absorbent materials. Made of cement or brick walls should have an easy to clean surface, a variety of electrical wiring and water, gas piping should be reasonably set up, should not interfere with the normal cleaning of the walls and ceilings. Kitchen floor should be durable, flat material paving, must withstand repeated rinsing, not subject to high temperatures in the kitchen and cracking, soft or slippery, generally non-slip unglazed floor tiles are ideal, if necessary, in the passage and operation of the non-slip mat. At the same time, the ground should be sloped, the standard slope of one percent, in order to facilitate flushing, drainage and drying. Walls, ceilings and floors should be maintained in a timely manner and kept in good condition to avoid harboring dirt and breeding cockroaches, rats and other pests.
2. Sanitary management of sewer and water pipe installations. Due to improper installation of sewers or water pipes caused by infectious diseases and food poisoning, the reason is no more than drinking water pipe and non-potable pipe cross installation, sewage pipe drip, sewer blockage, sewage back up, resulting in contamination of food and cooking utensils. Therefore, where there is sewage discharge and by the tap to wash the ground, such as roughing room, stove, kitchen washing room, etc., are required to have a separate sewer and manhole, manhole diameter should be large, so as to avoid freezing in the cold season due to grease and scale caused by blockage. Drinking water pipes should have backflow prevention devices, and non-potable water pipes should be clearly labeled. Drinking water pipes and sewage pipes should be avoided cross-installation.
3. Ventilation, lighting and hygiene management. Kitchen, storage room, washing room, dining room, locker room, bathroom, garbage room, etc. should have good ventilation equipment. Kitchen should be installed smoke hood, exhaust hood, in order to discharge by cooking, washing produced by the fumes, moisture, hot air and bad smell, to prevent fumes, moisture in the walls and ceiling cohesion droplets and contamination of food, cooking utensils; at the same time should be ventilated, the input of hot air or cold air to regulate the temperature in the kitchen. Advanced ventilation equipment can make the air in the kitchen to produce a small negative pressure, in order not to make the kitchen odor with the air into the restaurant or other public **** place. Bright light makes dirt especially visible. In a dimly lit environment, cleanliness and hygiene will be impossible to talk about. Restaurant kitchens, warehouses, washrooms, restrooms, etc. should be installed according to the actual needs of the appropriate lighting equipment. It is worth suggesting that the kitchen, restaurant and other important places should be installed explosion-proof lamps, or the use of protective cover, so as not to burst the bulb when the glass pieces hurt people or scattered into the food.
4. Hand washing equipment hygiene management. Hand-washing equipment should include hand-washing sinks, hot and cold water, soap or soap, special towels or blow-drying machine. Hand washing equipment should be overhauled on time, cleaning, timely replenishment of hygiene products. Kitchen food processing or washing equipment, kitchen utensils with the sink can not be used for hand washing.
5. Locker room and bathroom 'hygiene management. Employee's casual clothes often bring germs from the outside world, so you can not wear to work, and can not be hung in the kitchen, warehouse or bathroom. The hotel should have staff locker room facilities for staff to change clothes and store personal belongings when they go to and from work. Changing room should not be close to the kitchen, warehouse and restaurant, ventilation, good lighting, and have a shower, sink, mirror and other sanitation equipment. The hotel should have a dedicated bathroom for employees so that employees do not have to share the bathroom with guests. Bathroom equipment should be complete, if the sink using self-control faucet, the water time should be not less than 15 seconds, so as not to start the switch again. Toilet paper, soap and other supplies should be replenished in a timely manner. Employee restrooms should be located in hidden places, and entrances and exits should have automatic door closing devices. Keep the locker room and bathroom clean and hygienic is the responsibility and obligation of each employee, can not think that the locker room and bathroom is used by employees can be sloppy.
6. Garbage management.
(1) the handling of gaseous garbage. Gaseous garbage refers to the kitchen range hoods discharged out of the fumes. The fumes not only cause pollution but also fire, so it is important to handle it carefully.
① fumes should be set up a special pipe out of the building, the conduit should be fireproof material.
② fume pipe should be equipped with automatic door grille, the temperature is too high can automatically close the conduit, cut off the fire, to prevent the spread of fire, this point is very important.
③ The grease on the inside of the pipe should be removed every two weeks, or stick a plastic sheet or aluminum foil on the inside of the conduit to facilitate cleaning.
(2) Liquid waste treatment. Liquid waste including toilet sewage, feces, kitchen sewage. General excreta with a dedicated pipe to exclude, kitchen sewage and other direct discharge into the drainage ditch.
① toilets should be flushing type, there should be appropriate light and ventilation equipment, there should be no odor; the floor should be kept flat and dry; each toilet needs to have a covered garbage cans, and often dealt with; kitchens and toilets do not adjoin to maintain kitchen hygiene; the toilet entrance to set up a hand-washing station, hand sanitizers, dryers; at least two times a day to clean up the toilet or more.
② kitchen sewage containing organic matter, should be treated and filtered before discharge.
③ slop bucket should use strong, movable, covered containers, slop should not be poured into the overflow to avoid overflow; slop should be handled on a daily basis is preferred; slop removal and treatment, slop buckets and their surroundings should be rinsed clean; slop to be pig farmers, pig farmers should be disinfected and heated deodorization treatment; otherwise, the available centrifugal dewatering method of slop material separated into solid and liquid, solid material can be wrapped and packed, sent to the garbage trucks. The solid matter can be wrapped in plastic bags and sent to the garbage truck for disposal; the liquid matter can be discharged into the sewage tank.
(3) Solid waste disposal. Solid waste is mainly from the kitchen and should be categorized for treatment. First of all, the garbage is divided into combustible (such as cardboard boxes, wooden boxes), non-combustible (such as broken tableware), respectively, into garbage bags into various types of garbage cans, garbage cans with lids. Empty bottles and cans can be collected for sale or return, they should be rinsed first and put in an airtight storeroom to avoid attracting flies, cockroaches and rats. Residual vegetable leaves can be grinded using a grinder, and then discharged into the sewer, but the sewer needs to be made good grease interceptor treatment.
7. Eliminate vector insects and animals.
(1) The prevention of insects and rodents.
① chemical prevention and elimination method chemical prevention and elimination method is the use of chemicals to prevent or poison insects and rodents. This way of preventing insects and rodents accounted for about 75% to 80%. Before the use of chemicals, it is best to consult with experts in pest control or health units to determine the type of chemicals, dosage and use of whether the use of licensed range.
② Physical control methods. Physical prevention and eradication methods include trapping (bare hands or use of equipment to kill pests eggs, larvae or adults), booby-trapping (the use of pests and rodents of the special habits of the appropriate device to induce them to kill), blocking method (the use of appropriate devices to block the approach of pests and rodents, such as nets cover, screen cover, airflow control, etc.), the temperature treatment method (the use of pests and rodents can tolerate the highest and lowest temperatures to kill, such as the storage with sunlight exposure or refrigeration, freezing food, etc.).
③ Environmental prevention and removal method. Environmental prevention and elimination method to keep the environment clean to reduce the survival rate of insects and rodents method, the main work is to eliminate the reproduction of insects and rodents to provide the required food and water places. For example, all utensils and tableware related to food preparation and supply should be thoroughly washed and sterilized after use. Any cloth used for contact with food should not be used for any other purpose. Gaps created in buildings or equipment may be filled with resin sealing wax or other similar substances. Garbage and waste must be placed in sealed drums, the outside of which should be kept clean. Basement, storeroom, warehouse and the surrounding debris pile should be cleaned up at any time.
(2) fly prevention and removal. There are many types of flies, but with the greatest relationship between food hygiene, the first push houseflies. House flies in the daytime more inhabited in the vicinity of the food or egg laying place, stay like to choose a rough surface, especially like the edge of the object, such as tape or wire, especially vertical objects. At night, most flies tend to stay outside, on plant branches, shrubs or fences; in warm climates, houseflies generally tend to stay outside as well. There is no better way to control houseflies than through environmental control.
In addition, buildings should use self-opening doors as much as possible, and in the external openings and windows and doors with screens, screen doors or air doors, etc., and install fans to prevent the intrusion of houseflies. Outdoor weeds are a haven for flies and rodents. Chemical herbicides can be used or the lawnmower can be used to cut or eradicate them.
(3) Cockroach control.
Cockroaches like to live in warm, moist, dark and food places. They usually hide in crevices, behind cabinets, empty boxes and empty walls during the day and come out at night to feed. Cockroaches need proper food, water and shelter to survive, therefore, cockroach prevention and removal should focus on improving environmental hygiene to limit the living conditions of cockroaches as the first step, so that cockroaches can not survive. Secondly, we should close or repair the entrances of cockroaches from outdoors or near the house, especially pay attention to the water pipes or other similar pipelines. You can spray 3% to 5% Marathon or 1% Baygon and other emulsions on walls, floors, foundations, cabinets and other places where there are cracks and crevices.
(4) Insecticide selection considerations. When choosing to use insecticides, it is necessary to consider the chemical composition of the insecticide, concentration, temperature, sterilization reaction time, method of use, dispersion of the agent, the characteristics of the object to be sterilized. In view of the above considerations, the selection of insecticides should pay attention to the following points:
① Injurious microorganisms and germs must be effective.
② sterile, odorless, tasteless.
③ It can be in contact with skin and substances without harm; it is not corrosive to rubber, plastic, metal, wood, glass, etc.
④ It can be used on the skin and substances without harm; it can be used on the skin and substances without harm.
④Easy to operate and economical.
⑤ Uniformly moistens various surfaces and leaves a protective film.
⑥Effective in the presence of proteins and fats.
⑦ Highly efficient cleaning power.
⑧ Can be stored for a long time, and will not be inactive due to storage, whether it is the original solution or diluted solution.
8. Separate storage of cleaning tools and supplies. Cleaning agents, disinfectants, silverware powder, ammonia, rodent and insecticidal drugs, etc., must be managed by a person responsible for special storage to take. Except for the washing room, which can store the necessary supplies for use at any time, kitchens, food warehouses, storage rooms, etc. should not store any of the above supplies, as well as brooms, mops, vacuum cleaners, brushes, and other sanitation tools. Therefore, in addition to the containers of the above hazardous and toxic supplies, which must be clearly labeled to avoid misuse, a separate sanitation room should be set up for the storage of sanitation tools and supplies. The sanitation room should also be equipped with a special sink as well as cleaners or disinfectants and various tools for scrubbing. Scrubbing clean cleaning tools should be placed on a special shelf, so as not to be placed anywhere contaminated food and catering equipment, cooking utensils.
Hygiene of food utensils and environment.
1. Processing food ingredients with equipment, kitchenware health management. This type of equipment, cooking utensils, including kitchen knives, plates, vegetable cutter, meat grinder, mixing machine, a variety of pots, trays, baskets, etc., because they are in direct contact with raw materials, by the possibility of microbial contamination is higher, and therefore the washing of these equipment, utensils, disinfection is very important.
(1) knife. Knives used for raw and cooked food should be separated to avoid contamination of cooked food; sharpening is best done once a week, at least once a month. Infrequently used knives are drier, it is advisable to apply olive oil (or salad oil) to prevent rust, and then wrapped in newspaper or plastic paper collection.
(2) Cutting boards. Wooden cutting board before new use need to be coated with water and salt or immersed in salt water, so that the wood contraction, so that it is more hard and solid. After use should be cleaned with detergent, then impregnated with disinfectant, followed by hot water or exposure to sunlight to play a bactericidal role, it is best to let the cutting board on both sides can contact the wind surface, so that it is naturally dry; cutting board is appropriate to sub-cooked food, raw food, if the cutting board too many traces, it is best to planing and then use.
(3) Rags. Wash with detergent, rinse and dry in the sun; bleach can also be used.
(4) Meat cutters and grinders. Conditioning tools such as slicers, sautéing, frying and other cooking equipment and conveyor belts should be used stainless steel, should not be used bamboo, wood and other materials prone to mold production, and should be disassembled and cleaned daily. Rust part of the available 15% nitric acid or commercially available rust remover to remove the rust after washing.
(5) appliances and containers. Containers, appliances due to its type and attached to different dirt, washing methods are not the same. After washing, the detergent must be rinsed clean, and then disinfected with hot water, steam or sodium hypochlorite. If sodium hypochlorite is used for disinfection, it should be rinsed with potable water and dried. Metal utensils are easy to be corroded by sodium hypochlorite, if there is water residue easy to make the metal rust; synthetic resins made of utensils with low water absorption, soft material, easy to damage, the damaged part of the food residues are easy to adhere to become a place for microbial growth, so in the cleaning should be paid special attention to; plastic utensils heat resistance is poor, can not be sterilized at high temperatures to disinfect sterilization, so it is best for such products to hypochlorite or other chemical methods of disinfection.
(6) food mixer, vegetable cutter, etc.. They should be cleaned immediately after use. Cleaning parts include the back, shaft section, mixing and beating shaft, base, after cleaning and drying using air. After daily cleaning, the hole of the shaft section of the auxiliary force should be 5 to 6 drops of mineral oil.
(7) Juicer.
① in the glass container with water or warm water (40 ℃), and then add a little detergent after about 10 seconds of rotation, so that the container is clean, disassemble the parts and wash; remove the water to dry and store.
② scraper can not be immersed in water, should be rinsed under the tap, pay attention not to cut the hand.
③ Do not use detergent drugs (such as solvents, alcohol), so as not to cause surface discoloration or paint peeling.
④ Do not splash water on the base, motor or switch splash water is prone to failure.
2. Cooking equipment and tools for health management. For this type of equipment, cleanliness and hygiene requirements are mainly to control the generation of bad odors, and improve the efficiency of the equipment. This type of equipment, if scrubbing is not clean, in cooking food can produce a lot of fumes and bad odors, especially frying pans, ovens, grills, etc., if you do not pay attention to clean up the grease and residue, the kitchen is often filled with fumes. At the same time, grease and food residues often affect the cooking effect, and will shorten the life of the equipment.
(1) Stove. Before starting to clean, the stove completely cooled, cover to hot and wet fabric wipe; remove grease, use hot machine cleaning water solution, rinse and then wipe dry; surface charred material with metal fluff made of brushes to scrape; heat source using a wet cloth to wipe, can not be immersed in water. When the flame length is uneven, the furnace mouth can be removed, with an iron brush to remove rust or use a thin nail through the flame hole.
(2) oven. The inside of the oven should be cleaned with a metal ball or hand scraper, not with water. Open the oven door, with a foam or rag stained with kitchen detergent to remove stains, wipe with a moist rag, and then dry with a dry rag; the bottom of the oven when there is a burnt substance, the oven will be heated and then cooled, so that the hard material charring, with a long-handled metal spatula scrape clean; will be wiped inside the oven with a dry rag for 2 to 3 minutes, the moisture should be completely removed, to avoid rusting. The exterior of the oven is washed with a wet clean water solution, then rinsed and wiped dry, and the stainless steel should be polished.
(3) microwave oven. Cooking is completed, should be quickly wiped with a wet rag; use foam to wash the utensils and compartments; wipe the surface of the body with a soft cloth; do not use a sharp metal brush to brush and wash, and do not use the oven with a cleaner, spray glass cleaner, chemical rags, solvents, etc., to avoid fuzzy fonts on the body, loss of luster or cause rust.
(4) Hood. There should be automatic door grille, when the temperature is too high, can automatically cut off the power supply and conduit to prevent the spread of fire. Should regularly find someone to remove the grease stains on the hood pipe. The hood should be cleaned daily.
(5) deep fryer cleaning. The inner pot should be scrubbed with a long-handled brush and rinsed with water and half a cup of vinegar, boiled for 5 minutes, rinsed with water and dried, and the exterior should be wiped or rinsed.
(6) frying utensils. Frying appliances should be used neutral detergent to assist in cleaning. Oil temperature thermometer after use should also be cleaned with detergent, dry with a soft dry cloth.
3. Refrigerated equipment health management
(1) refrigerator. Refrigerator should be according to the internal storage location mapping, marking the location of food and purchase time; refrigerator should be opened as little as possible, every time you open should be required to take out things together to reduce refrigerator power consumption and failure rate; refrigerator should be cleaned at least once a week; all types of food should be packaged in plastic bags or cover the refrigerator in order to prevent evaporation of water; refrigerator is not a storage box, the food should be cooled to cover the refrigerator and to leave space to make the circulation of cold air; When putting in and taking out beverages, avoid pouring them into the refrigerator, so as not to give the refrigerator a bad smell. Some acidic beverages, such as lemon juice, are also susceptible to metal corrosion. It is best to put a refrigerator deodorizer in the refrigerator to eliminate the smell of special food in the refrigerator and purify the air inside the box.
(2) Freezer. Freezer can not be in the sun directly; freezer temperature should be kept below -18 ℃; food should be packaged in small quantities into.
4. Hygiene management of cleaning and sanitizing equipment. Dishwashers, cup washers, washing pools all belong to this category. The importance of keeping these machines and equipment clean and hygienic is obvious, but this is often overlooked in many enterprises, because many people think that as long as the use of detergents and sanitizers in the washing, the equipment is bound to be clean and hygienic. In fact, the equipment after use on the dirt and food residues, is the best place for microbial growth and reproduction. Only the first to do the washing machinery and equipment clean and sanitary, in order to ensure that the washing of the food utensils clean and sanitary.
5. Health management of storage and conveying equipment
(1) cabinets, shelves, trolleys, etc., although not in direct contact with food, but with pots and pans, dishes and other utensils in direct contact, such as health disinfection is not carried out regularly, will indirectly cause food poisoning and infectious diseases, and therefore should be given due attention.
(2) Catering equipment and tableware should be both clean and hygienic, and the two can not be missing. If the surface of the dirt and grime is easy to remove, such as juice, jam, residual wine, soup, etc., equipment and tableware cleaning, sanitation treatment can be carried out at the same time. If the dirt is too bonded, such as grease, milk, eggs, etc., the dirt must first be washed away, and then sanitized for sanitation.
(3) equipment cleaning and sanitation work must be carried out in strict accordance with the operating procedures, due to the different characteristics of various equipment, managers should consider the following aspects in the development of operating procedures: the type of equipment; clean-up time; dismantling, scrubbing, installation steps; installation of precautions; scrubbing, rinsing, disinfecting with the nature of cleaning agents and disinfectants, the number and temperature of the water.
(4) Currently most hotels use tableware boiling disinfection, steam disinfection, bleach solution disinfection, disinfection of new cleaner solution and other methods. Regardless of the disinfection method used, tableware after disinfection, should be placed on a clean shelf to dry naturally, can not wipe with a rag to avoid re-contamination.
(5) managers must be clear that the degree of health of equipment and tableware depends on the managers of the requirements of employees and the specific work of employees. Thus, the development of equipment health plan and a variety of equipment washing operation procedures and education and training of employees, is the key to good equipment, tableware health.