Hotel management, in fact, is the abbreviation of hotel management, including operation and management, refers to the hotel managers in the understanding of market demand, in order to effectively achieve the hotel’s prescribed objectives, follow certain principles, the use of a variety of management methods, all the hotel has human, financial, material, time, information and other resources, planning, organization, command, coordination and control and a series of activities of the The sum of all activities such as planning, organizing, directing, coordinating and controlling.
Part.1 Management of Marketing Department
Marketing Department is the hotel operation of the “vanguard”, “special forces”, the elite team of the army, the military has a famous saying: “before the troops and horses, food and fodder first”. Here the food and grass, that is, the vanguard forces to do things.
As the vanguard of the marketing department, in the hotel operation, the management of online and offline channels as well as customer maintenance and file establishment are crucial.
Marketing’s online channel work
1. Information update: Hotels should upload attractive covers and detailed information (including check-in policy, equipment, etc.) on OTA platforms. At the same time, it is also very important to assign someone to update and maintain hotel information in a timely manner.
2. Content operation: Hotels should actively operate content seeding platforms, such as Ctrip. By publishing interesting content and interacting with users, hotels can increase brand exposure and customer loyalty.
The offline channel work of marketing
1, the signing of business agreements, the hotel around the various enterprises to visit one by one, take the initiative to sign a business agreement, with preferential prices, to attract the surrounding business agreement customers to stay in the hotel consumption.
2、Partnerships: establish partnerships with local travel agencies, conference organizers and other related businesses to recommend and support each other. This helps to expand the hotel’s influence and customer base.
Customer maintenance and file establishment
Hotel customer maintenance and file establishment is a crucial part of hotel management. A good CRM system can help hotels better understand customer needs, provide personalized services, and increase customer satisfaction and loyalty.
Part.2 Housekeeping Department Management
Housekeeping Department: It is divided into two departments: Front Office Department and Housekeeping Department.
Front office department is divided into: reception, concierge, AM, business center, computer room, reservation department and so on;
Housekeeping department is subdivided into: floor, service center, fabric room, PA department, laundry room, etc..
The Front Office Department is the department that handles room reservations for guests, receives booking requests from guests or other sources, and arranges rooms according to room availability and guest needs. They need to be familiar with the different room types and rates in the hotel and coordinate with other departments such as the front desk to ensure a smooth check-in process.
In addition to room reservations, the housekeeping department is also responsible for ensuring that the rooms are cleaned and maintained. This includes daily cleaning of the rooms, changing bed linens and towels, and replenishing toiletries. They also check the proper functioning of room amenities, such as TVs, air conditioners, and water heaters, and promptly report or replace damaged equipment. Keeping the rooms clean and functioning well is essential to providing a quality stay.
In addition, the Housekeeping Department is responsible for providing customer service. Employees are required to answer guests’ questions and needs and provide help and advice. If a guest encounters any problems, such as malfunctioning room amenities or other dissatisfaction, the housekeeping department needs to respond and resolve the situation in a timely manner. Additional services, such as wake-up service and luggage storage, are also provided to meet the individual needs of guests.
The housekeeping department is one of the three major operating segments of the hotel, and the good or bad service work directly reflects the service level of the entire hotel. Therefore, the housekeeping department is also regarded as the hotel operation in the “big brother” status of the department.
Part.3 Catering Department Management
Catering Department, as the name suggests, is for guests to eat places, catering section for: Chinese restaurant, Western restaurant, there are flavor restaurants, etc., which better reflects the “food for the people” essence.
Chinese restaurant, for example, the main subdivided into: anteroom, floor, food delivery, kitchen, snacks, cold dishes and so on.
First, the core service process of the catering department: table service process, ordering service process, serving service process, service process between meals, checkout service process, welcoming guests service process, wine deposit service process and so on.
Secondly, the kitchen focuses on the control of procurement, inspection, receipt process, these links are very prone to errors and omissions, the general hotel procurement can not really prevent in place;
Third, the management of the warehouse’s valuable ingredients, such as oatmeal, shark’s fin and belly, expensive cigarettes and alcohol, etc., in and out of the record, three-party signature, plug all the loopholes;
Fourth, food hygiene and safety, safety above all. The hotel should pay great attention to food safety from supply chain management, food processing to service links, to provide customers with assured, safe food and beverage services. In the freshness of ingredients, preservation, source of raw materials, product sampling, daily hygiene control and other aspects of sloppiness.
Part.4 Recreation Department Management
Recreation Department is divided into two sections: recreation and entertainment.
Recreation main projects are: swimming pools, gyms, ball games (such as: billiards, bowling, table tennis, etc., beauty salon, etc.);
The main entertainment programs are: KTV, bar, SPA and so on.
Recreation and sports, mainly for the hotel guests to provide basic supporting services, so that guests in the journey to relax, enjoy a variety of fitness and leisure activities. There are also many hotels to these recreational projects outside the lease operation, monthly fixed rent to realize the profitability of recreational projects.
Entertainment, mainly for the community, profit-oriented, general international brands in the entertainment package is relatively weak, many domestic star hotels in order to cater to the preferences of the people, and set up a larger KTV and bars to achieve profitability.
Room service, catering, recreation is the hotel’s three major business sectors, the main function of the marketing department is to integrate these three sectors for sales, hotel business is good or bad, and these four sectors directly related to our industry is commonly known as the “front-line departments.
Part.5 Human Resources Management
Human resource department usually contains the following main modules: employee relations, training, labor and management, compensation, welfare (such as staff dormitories and restaurants, etc.), recruitment, performance and employee records.
A good HR person must be versatile and be an emotionally intelligent manager who plays an important role as a bridge between the General Manager and the staff, and needs to skillfully balance the General Manager’s satisfaction with the staff and the staff’s complaints about the hotel. This is directly related to the head of human resources.
An outstanding HR person is the main person responsible for the promotion and implementation of the hotel’s corporate culture, he needs to ensure that the general manager is satisfied with him, and let the staff feel a sense of belonging and honor, staff turnover and quality of service is closely related to the human resources department.
In addition, whether the staff meets the induction requirements and whether the whole hotel team works with enthusiasm are closely related to training and performance appraisal management. This is one of the basic responsibilities of the human resources department.
Part.6 Finance Department Management
The treasurer of the finance department is the minister of finance of the hotel, dealing directly with money.
The main divisions of the Finance Department are: Accounting Department, Cost Department, Cashier Department, Warehousing Department, Receiving Department, Purchasing Department, Audit Department, Cashier, Asset Management and so on.
It can be seen that the finance department of the hotel undertakes a number of important functions as a department dealing with money.
First of all, the finance department needs to strictly control the inflow and outflow of funds, and to ensure that every account is accurately recorded;
Secondly, the finance department also needs to comprehensively control the cost of each department and become a good advisor to the general manager;
Thirdly, the financial department needs to strengthen monitoring to avoid management loopholes leading to unnecessary economic losses suffered by the hotel;
Fourth, the financial sector needs to manage the goods in and out, warehouse and regular inventory to ensure that the number of materials is accurate, the quality of products is good, to avoid the emergence of expired or moldy food and other undesirable situations;
Fifth, the financial sector also needs to do a good job in the management of fixed assets throughout the hotel, monthly and quarterly inventory, and improve the process of fixed asset requisition and scrapping.
The key to financial management in the voucher records, so each statement and records need to fill in strict specifications and save the record time requirements, in order to facilitate future traceability and access.
The financial department also has a very important work is to assist the general manager of the hotel to carry out monthly business data analysis. The degree of professionalism, depth and breadth of this analysis directly affects the hotel’s ongoing business conditions for better or worse.
If the housekeeping department is the customer service “housekeeper”, then the financial department is the hotel’s internal management of the “general manager”. Finance department for the hotel’s internal accounts, assets and cost-saving work in a well-organized, standardized and effective degree is the most powerful evidence of the test of its professional ability.
Part.7 Engineering Department Management
Hotel Engineering Department must be proactive, proactive inspection, proactive maintenance, not always as a “firefighter”, the daily work into a passive state.
Engineering Department is responsible for the hotel’s two important responsibilities.
First, the Engineering Department is responsible for the daily maintenance of the hotel’s mechanical and electrical equipment and facilities to ensure their normal operation. These include strong power, weak power (including intelligent), HVAC, water supply and drainage, fire protection and various types of special equipment. Hotel is a 24-hour operation industry, so any equipment and facilities failure can not be ignored. Once a failure occurs, the entire hotel operation will be paralyzed, resulting in incalculable losses.
Secondly, the engineering department is also responsible for the daily maintenance of the facilities of each business department of the hotel. A hotel operating for more than 5 years, whether to maintain a new state or become dilapidated, and the engineering department’s daily maintenance is closely related to whether in place.
Firstly, round-the-clock patrols and inspections at irregular intervals throughout the day are the basic safeguards to ensure safety.
Secondly, training all staff in theoretical knowledge of safety and practical training in skills, and conducting semi-annual fire drills must become a regular practice.
Thirdly, routine inspection and maintenance of fire fighting equipment and facilities should be carried out meticulously to ensure that they are in good condition and available at all times. As the proverb says, “Keeping an army for a thousand days is not enough”. Once the use of fire-fighting equipment is required, they must be able to be put into use immediately and be able to respond effectively to emergencies.
Fourthly, food hygiene and safety is very important. Whether to clients or internal staff, absolute food safety must be ensured. For this reason, it is necessary to supervise the gatekeeping in conjunction with the health and epidemic prevention departments to ensure the absolute safety of food.
As a labor-intensive industry, hotels need to be managed in a refined manner. Due to the large number and wide range of departments involved, in order to make the entire hotel operation efficient and smooth, and not only rely on the various departments to play their professional functions, but also to test the general manager’s ability to coordinate.
Hotel management is good or bad, whether for guests, employees or external counterparts are clear. Therefore, the general manager plays a crucial role in coordinating cooperation between departments, optimizing resource allocation and solving problems. Only through the general manager’s overall arrangement and leadership, the hotel can achieve good management and operational status, thus winning the recognition of customers and employees, and establishing a good reputation among external peers.
In conclusion: hotel management is to improve efficiency, change the way of work, maximize the hotel’s profitability, so as to improve the quality of service and customer satisfaction and born, the need for the hotel departments to collaborate with each other in order to complete, this article mainly analyzes the hotel departments in the management of the work of the core elements of the work of the hotel, I hope to be able to help the work of the newly appointed hotel senior managers.
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