Hotel and Hotel Management

Author: Su Chuanlun
Publisher:
Publish Date: 2001-11-18
Features: Help you master the professional knowledge you need in the least amount of time. This can be applied in at least three areas:
First, in business, to face competition and challenges;
Second, in professional work, to refine skills and grasp practical key points;
Third, in personal career, to pursue success and self-actualization.
The hotel and hospitality industry is a people-centered field, and the mindset, behavior, and value orientation of people (primarily customers and employees) are diverse and variable. Therefore, as a management service standard in the hotel and hospitality industry, which provides tangible facilities and intangible services, must acknowledge the challenges of customers and employees. If management is too meticulous and rigid, it cannot adapt to the individualization and variability of needs, nor does it allow for the full play of subjective initiative and enthusiasm, turning the humanized and personalized products of hotels and inns into mechanical and standardized ones. Conversely, if management is too lenient and flexible, it may lead to a lack of standardized service procedures, and even cause the management model to lose its intended operability.
Thus, hotel and hospitality management personnel must proceed from actual conditions and implement total quality management. On one hand, they should focus on researching customers' consumption psychology and behavior; on the other hand, they should strengthen the professional quality training of employees, enhance employees' sense of importance and service awareness, strengthen public relations and marketing efforts, and shape the new image of hotels and inns to achieve both social and economic benefits.