1fae=ingLiU is actively improving the quality of its management.
From different perspectives, the need for employees to be motivated is closely related to the development of human needs and the development of human society. The development of employees needs to be inseparable from the development of their enterprises. From the employee's point of view, the employee's work is mainly for remuneration. After the training of the manager, they will strengthen the sense of responsibility of the work. If the boss's praise and the customer's reputation are obtained at work, the employee's own value will be improved. Therefore, its quality will also be improved, and the quality of service will naturally come up. From the manager's point of view, although the quality of service is completely controlled by the employees who serve the guests at the time, most of the quality of service of the employees is essentially the responsibility of the manager. In the long run, the hotel industry has misunderstandings in employee management, does not respect employees, and does not focus on improving employees' sense of loyalty and self-confidence. Employees are tempered by the guests, and they are angry with the internal management personnel. If the needs of respect are not met, employees will not be able to show quality services to customers. From a social point of view, Chinese social prejudice believes that the service industry is low, etc. Although many hotels have mentioned that customers are God's service slogans, this invisibly aggravates the sense of service staff, is accepted and respected by others. The need is greatly reduced. Therefore, in this respect, it is more important to strengthen the encouragement of employees. Strengthening the staff's ingenuity background The guest relationship is the biggest financial experience of the 21st century hotel industry. The extensive survey of guests shows that 44.6 guests want to be treated as friends and family, 28 guests want to be treated as leaders And those who wish to be treated as God and the emperor are under 10:. It can be seen that the family service is more and more welcomed and accepted by the majority of guests, which requires the improvement of the quality of hotel staff to achieve. In fact, in the service process, the service skill operation level is not the main factor affecting the service quality. The service concept and the guest consciousness are the key points that restrict the development of the service. To improve the hotel service, we must go out of the management and emphasize the skills and light concepts. Light-minded misunderstanding. To this end, the correct guidance of the concept of employees as the focus of work, strengthen awareness of sentence 1, focus on the guidance of ideas, train employees to establish correct values, outlook on life and career, and lay a better ideological foundation for the development of family services. Then how to achieve it, it is natural to mention the incentives.
The realization of incentives The following is a comparison of incentives between two different cultural models to illustrate what effective incentives are.
Mode I is shown in Figure A, the general manager of the mouth of the director, the head of the manager, the clerk, the clerk, and the clerk, who is seen by the information flow diagram: it is the coincidence of the cleverness and distortion that causes the quality of the chemistry. The hotel's action and general manager is Zhongru. The culture of the hotel is a centralized management mode. The information transmission flows along the level of hotel management. The information obtained by employees usually takes a long time, and may reflect the original intention of the general manager. Even a thousand miles, eventually leading to quality deviations in the operation of employees.
The second is to create a beautiful distance. The opinions and suggestions feedback from the hotel customers are reported upwards through various levels, which still causes loss and distortion of information. In this way, the praise management system 4 policy: the sense of burning from the hotel industry as a case of Baijiang skill level manager's will, the responsibility of this responsibility is constantly transmitted upwards, everyone does not want to be responsible. Over time, it will give employees the impression that doing things according to the rules and regulations is not wrong. Strict rules and regulations have gradually become ineffective, losing the authority it deserves.
The fourth is the bureaucratic role. This culture fosters employees who look up. It is not a big mistake to serve the guests. It is all right to deal with the past. The key is to meet the needs of the supervisor and become the personalized subordinate of the supervisor. In this way, the hotel's service and job performance cannot be improved. Customers are always in second place compared to their bosses. Customer first, service is just the slogan of the hotel, the action is the leader, obey the first.
The fifth is the frustrated employee. The customer asks for help from the staff, and the employee can't trust the employee because of his limited ability. He complains directly to the general manager, and the reply is usually that the general manager is out or is in a meeting, so the guest is angry with the employee, and the employee is not only angry, but also Also subject to criticism from the boss, fines, and even personnel sanctions. As a result, employees feel frustrated and inferior, so they try to avoid dealing with guests, because it will reduce the possibility of error and the risk of being complained and punished.
Mode see Tian B: Factory feedback 1 customer's eye operator bone authorization is beyond the level of information to ensure quality service. The channel for information transmission is open and networked. As long as it is for the guests, the staff thinks it is necessary to skip the intermediate link and seek assistance and support directly from the general manager. In this way, the employee’s letter when serving the guest. And enthusiasm will be greatly enhanced, and the quality of service is thus ensured.
The second is to be close to the old age. Employees are the most important asset of a hotel, and their work directly creates value. In this culture, the general manager made time to communicate with employees, verify the needs of the guests, understand the true state of the company, and strengthen the team spirit of the employees.
Mutual is the innovation and voice of employees.
Organizational intelligence and innovation are important elements of this culture. Employees are encouraged to innovate and express these ideas because they know the most about the needs of their guests and therefore have the greatest say in improving services.
Fourth, the clever employees create happy customers. The staff of the hotel are full of self-confidence and smiles from inside, and can solve the problems of the guests in a timely and accurate manner, giving the guests respect and courtesy. This is because the hotel management creates a self-realized space and environment for the staff, so they are happy. Employees create happy customers.
The fifth is the power of employees. The intelligence and judgment of the employees are fully affirmed, so the employees are fully authorized, their responsibilities are significant, and the risk of making decisions is at stake. As long as they serve the guests, they have sufficient power, so most of the complaints and customer needs can be resolved in a timely manner at the employees. There is an economics that says: "The culture that does not go, but the culture that leaves the individual with a trace."
Through the comparison of the above two different cultural models, we can see that the more motivated employees of the more democratic enterprises are more enthusiasm, and the effect of the incentive mode is ringing. Therefore, we can see from the above two modes that for modern enterprises, the problem to be solved is to find ways to motivate the employees' motivation, and gradually strengthen the motivation, and use the motivational function to clarify the behavior of employees. The organization has become the need of each employee, and the company's interests are skillfully combined with the individual needs of the employees, so that people work hard and consciously and self-consciously.
The following principles need to be followed: the setting of organizational goals and the satisfaction of the needs of employees, the goal itself is stimulation. Only companies with clear objectives will be encouraged to innovate, invest in education and training staff, and constantly look for ways to improve quality fish, and establish a common vision for all employees, so that managers and employees will actively and voluntarily To improve the quality of service, the hotel must develop a clear, specific and "achievable goal through the efforts of all employees, and combine the skillful goals with the corporate goals to guide employees to combine their personal goals with the company's skill. In order to cultivate a good service of the ring.
Establish good interpersonal relationships. Leaders should treat employees equally and respect their self-worth. Leaders and employees, the superiors and subordinates trust each other, must be close to each other, and each other is smart. In this way, employees are satisfied with the need of cleverness, and naturally they will treat each customer with a confident smile and achieve quality service.
The administrative management rules and regulations formulated by the Temple of Wine should help to give full play to the enthusiasm and creativity of employees, and make them a clear incentive factor to avoid becoming a containment check.
Create a good working environment and atmosphere. Happy employees create happy customers. Therefore, we should first provide a good working environment for our employees, and we will ensure that our employees are healthy and happy. Secondly, a good atmosphere is formed inside the hotel, so that each member of the family loves the collective, the store is home, has a sense of glory, and forms a harmonious temperament.
As stated in the model day, hotels with a good incentive mechanism must have good management methods and management behaviors, and implement participatory systems, democratic management, and authorization management. Learn to use influence and bodywork to promote work while avoiding abuse of power.
An effective incentive means must conform to the objective laws of human shackles, rational and behavioral activities. Conversely, incentives that do not conform to the objective laws of human ethical activities will not achieve the purpose of mobilizing people's enthusiasm for any hotel. In other words, employees should be the end of the hotel management. According to this point, the important task of the manager is to focus on the employee's mental activity, conscientiously implement the basic principles of the stimuli, and adopt effective incentives to achieve clever control of the service quality. mouth
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