Reports and experiences in Shenzhen, Shanghai and Wenzhou
Reports and experiences in Shenzhen, Shanghai and Wenzhou
On December 1st, 2005, our delegation came to the “Huchuan Hotel” in a village under the township of Wenzhou. I paid attention to the hotel environment, building features, greening, lighting, decoration, staff service and management. I left a deep impression. Here is a little thought about my visit to the hotel.
First, marketing - let the guests satisfied from the heart of the restaurant service lady in order to serve customers, the service is diligent, the action is standardized, the attitude is harmonious. But in the past, because the manager in order to increase efficiency, give employees the sales indicators, causing the lady from time to time The guests promoted expensive dishes and worked hard to complete their own indicators. Will such guests be satisfied with this service? As a manager, should we think about empathy? If our lady reminds the guests in a timely manner, it is necessary to order a little to avoid waste; or to recommend the right dishes by asking the taste of the guests, such a service will make our guests more satisfied.
Everyone knows that we should pay attention to the guests' feelings, because the guests are the food and clothing parents of the hotel staff. But are we really thinking about the problem from the guests at work? Many times it is still not enough. Because the satisfaction of the guests is purely understood as a service attitude, it may be superficial. Service needs to constantly study the psychology of the guests, so that the guests are satisfied with the heart is the last word.
Second, employees - the hotel's assets and resources costs can only be consumed, while resources can be developed, resources can be appreciated. Manager Dr. Drucker once wrote: “Employees are assets and resources, not costs and expenses.” He emphasizes the value of people, so treating employees as resources or costs means that the hotel’s camp managers The strategic vision and values are also the key to determining the success or failure of a company.
Third, the system - "heat stove law"
It cannot be denied that the current system is often not well executed, and it is often subjectively controlled by individuals, and even many systems are just a kind of display. There may be many managers who will explain the so-called human management as a reason. The key to this difference in understanding comes from the fact that many of us ignore the basic standpoint of humanization, that is, it is a responsibility, a responsibility to the enterprise and itself. The implementation of the system is not standardized, resulting in the creation of a system. On the one hand, the company has wasted the labor-management expenditure of the system, and more importantly, it has indirectly demonstrated the company's unsatisfactory work attitude and ideas. Even if it is a system based on red-headed characters, it must be implemented. If the system is unreasonable, it should be revised in time to make it perfect. The "hot stove law" of the famous western management scientist McGregor is a very vivid expression of the principle of an enterprise's normative enforcement system.
"As long as you dare to touch it, it will burn you, and it will burn you at the time. It will burn very hot the first time; it will only burn the part you touch it, not the whole body; it will be the same for everyone. Whoever touches it, it burns; if you don't touch it, it won't touch you." The "hot stove" here, of course, refers to the system and norms. In fact, such an implementation system can be understood as humanized management. The understanding of human nature is a process of gradual deepening. The understanding of human nature is not simply based on the deep and good kindness of people. It needs to be continuously explored and refined by managers in practice. First of all, on the basis of institutionalized management, everyone already has a code of conduct before they can soften the so-called humanization. According to the current situation of our country, humanized management should be used more in the care of employees. Outside life and rewarding employees for outstanding performance in this area.
Fourth, seeking knowledge - everywhere is an opportunity
In the 21st century, everyone knows the importance of knowledge, and often talks about the urgency of learning, and from time to time blaming the company for giving too little opportunity or "because the work is too busy, there is no free time to learn", etc. And other topics. However, many ignore the purpose of learning, all to improve the ability to do things, so that the work is affirmed by the boss and subordinates, so that life has a sense of value. According to the logical reasoning method, learning in work practice is more direct and effective. For example, in the process of trying to complete the task, you can acquire new knowledge and experience. However, many of our comrades treat the tasks assigned by the leaders, and often like to seek reasons for doing bad things and push them off. When accepting a task, instead of using your own brains, ask the leader what to do. In fact, we missed a lot of opportunities to learn and improve. Because when we accept the task, we are actually getting a platform for learning. The process of careful and conscientious implementation is a process that constantly needs to be enriched, and it is a process that needs to be paid constantly. Therefore, as long as we work hard on each job and are responsible for doing it, we will have a good opportunity to improve our work ability.
The same is true of the learning environment. We often like to rely on our surroundings, but we ignore the most important side: Do we really have the desire to learn? If you have this desire, you will not stop learning knowledge because of some subjective control factors, you will not wait for a specific opportunity for a long time, and you will not care about the atmosphere of learning, etc., because the environment is created by yourself, everywhere. Can learn. So, to put it this way, what many of us lack is not learning opportunities and the environment, but not having the ideas that need to be truly learned. "Learning and then knowing enough" explains this truth.
V. Some understanding of hotel management There are similarities between hotel management and property management. Perhaps it is not a profound knowledge. It is probably only a discipline in the academic field. However, those who have been involved in this aspect of management will feel that it is not easy to manage. A restaurant or a community is like a small society, and all sorts of things will appear. Therefore, managers are required to have higher quality and professional standards.
The improvement of the system and the competition in the market have made us hotel managers face new challenges. We must quickly and comprehensively improve our self-sufficiency and ability to adapt to the changing situation before we are eliminated by the market.
Sixth, the idea of the development of property management companies in the future There are many similarities between hotel management and property management. Through the visit, study and inspection of the hotel, I have a new understanding of the property management work I am currently engaged in, and found the gap between our property management standards in the developed coastal areas. Let me talk about my thoughts on the future development direction of the property management company.
1. Strengthen human resource management and create “learning and innovative” enterprises. In the future, when recruiting company management personnel, they must be talents with professional knowledge of property management; when recruiting maintenance personnel, they must be versatile with relevant technical conditions and hold the “Job Certificate”; when recruiting security personnel, they must be veterans and Height, physical fitness, knowledge, character, and psychological factors must be strictly examined and selected.
Actively do a good job in the on-the-job and on-the-job training of employees. In the future, newly recruited employees must carry out relevant training before the job, so that employees can know the basic situation of the community and the work to be carried out, and reduce blindness. With the fierce market competition, the knowledge and skills are constantly updated. On-the-job employees provide a variety of professional training opportunities. Actively advocate the concept of “work is learning, work is innovation, work in learning, improve in work”. Every employee strives to be a “learning and innovative” employee, forming a positive and upward trend in the employees. The competitive atmosphere. As a result, the personal quality of employees can be improved, the company's management service level and management efficiency can be improved, and a good corporate image can be established.
Starting from the actual situation, we will strictly follow the lS09000 quality system operation in the future, and gradually develop and improve strict rules and regulations, job procedures, work standards and assessment standards. Then, according to the employee's job responsibilities, formulate a 360-degree assessment method for all levels of superior, level, and subordinate; formulate quantitative assessment criteria, and combine qualitative and quantitative assessments to enhance the operability of assessments and reduce the impact of human factors during assessment. Establish and improve the assessment mechanism, implement the last elimination system, avoid the phenomenon of passing the examination, and strengthen the sense of crisis and urgency of employees through the establishment of the assessment mechanism, so that employees can continuously improve their own quality.
2. Cultivate its core expertise, create distinctive services, and enhance core competitiveness.
During the inspection, I personally saw the management mode of some star-rated hotels along the coast, and their management gave me a lot of inspiration. In the future, our property management services should be developed into three systems: “one-stop customer service, one-stop information management, one-stop digital community”, which is to use network, e-commerce and technology to improve property management standards and services. Quality, effective development, integration, and utilization of customer resources. Comprehensively promote the "one-stop service" and "best security" feature management services. Therefore, to achieve efficient management operations, solve the hardships of the owners, create a meticulous, ubiquitous service, improve service efficiency, improve owner satisfaction, improve the level of property management services and service quality, and ultimately enhance our company in the fierce The core competitiveness in market competition.
3. Actively promote the “Customer Interaction Year” to promote positive interaction between the company and the owner.
In 2006, we will focus on the “Customer Interaction Year” event. Established the Xiaoyeyi Owners Club, set up a new life service center, opened a customer service hotline, and carried out daily community activities and theme activities according to the different ages, different hobbies and interests, different levels of the owners living in the community. . For example, in March, the school carried out the Lei Feng volunteer service activities; “Six Day Children’s Day, and the kindergartens to carry out game activities; in October, organized community owners to watch open-air movies; in December, Christmas gifts were distributed by Santa Claus... ... Through various kinds of interactive activities, strengthen communication between the company and the owners, owners and owners, establish interactive customer relationships, and create a strong community atmosphere and a good living environment. To lay a good foundation for the next step of real estate company's housing sales and development.
4. Pay attention to the important basic work of property management - equipment management.
For the management of community equipment, it is necessary to re-establish and improve the equipment management system; establish equipment cards for all kinds of equipment; do daily inspections and inspections of equipment, conduct regular inspections, maintenance, repairs, cleaning, and carefully record and discover The problem is solved in time. For example, elevators, security monitoring systems, fire alarm systems, public water supply, power supply network systems, water meters, lawn mowers, and pressure pumps are regularly checked once a month to ensure normal use. and many more.
5, the security team to create a beautiful landscape of the company's star-rated hotel security strict management and courteous image left a deep impression on my inspection process. Hotel security management has a lobby, patrol, monitoring, command post, close contact between the post and the post, the hotel is implemented 24 hours of security. For the preservation management of coastal star hotels. In the next step, we will actively establish and improve various public security management rules and regulations; train the newly recruited security personnel with basic knowledge and operational skills training before the post, increase the training of on-the-job security guards, pay attention to post image, courtesy and courtesy, Training in emergency response capabilities, thereby enhancing the security responsibility and overall quality of security personnel; strengthening service awareness and establishing service responsibilities of “friendship and majesty coexistence, service and security”, security personnel are doing a good job in public security management functions, It also provides a variety of services for the owners to form a beautiful landscape of the company.
The short-term investigation was passed in the blink of an eye. During the review, there were both joys of harvest and some regrets. Through investigation, I have deepened my understanding of property management knowledge, enriched my knowledge of property management, broadened my horizons, and enabled me to have a deep emotional and rational understanding of property management. At the same time, I feel some regret because of the short time. Some understanding of the work of property management only stays on the surface, just watching people do, listening to people how to do it, not being able to personally feel and deal with some work, so they failed to understand the essence.
Through investigation, I realized that to do a good job in property management, we must pay attention to the study of the theory of property management theory, and more importantly, we should closely combine practice and theory. As a low-profit service industry, property management provides intangible services. Property management is an all-round and multi-functional management. It is also an ordinary, trivial and hard service work. Therefore, in the actual work of property management, we must always keep in mind that property management is no small matter, centered on the needs of the owners, and everything starts from the needs of the owners, and establishes "want to think of the owners, the urgent needs of the owners, and the needs of the owners" Service tenet, continuous learning, continuous innovation, advancing with the times, providing owners with a clean, beautiful, safe, warm and comfortable living environment, creating a new milestone in property management for building a well-off society in an all-round way.
On December 1st, 2005, our delegation came to the “Huchuan Hotel” in a village under the township of Wenzhou. I paid attention to the hotel environment, building features, greening, lighting, decoration, staff service and management. I left a deep impression. Here is a little thought about my visit to the hotel.
First, marketing - let the guests satisfied from the heart of the restaurant service lady in order to serve customers, the service is diligent, the action is standardized, the attitude is harmonious. But in the past, because the manager in order to increase efficiency, give employees the sales indicators, causing the lady from time to time The guests promoted expensive dishes and worked hard to complete their own indicators. Will such guests be satisfied with this service? As a manager, should we think about empathy? If our lady reminds the guests in a timely manner, it is necessary to order a little to avoid waste; or to recommend the right dishes by asking the taste of the guests, such a service will make our guests more satisfied.
Everyone knows that we should pay attention to the guests' feelings, because the guests are the food and clothing parents of the hotel staff. But are we really thinking about the problem from the guests at work? Many times it is still not enough. Because the satisfaction of the guests is purely understood as a service attitude, it may be superficial. Service needs to constantly study the psychology of the guests, so that the guests are satisfied with the heart is the last word.
Second, employees - the hotel's assets and resources costs can only be consumed, while resources can be developed, resources can be appreciated. Manager Dr. Drucker once wrote: “Employees are assets and resources, not costs and expenses.” He emphasizes the value of people, so treating employees as resources or costs means that the hotel’s camp managers The strategic vision and values are also the key to determining the success or failure of a company.
Third, the system - "heat stove law"
It cannot be denied that the current system is often not well executed, and it is often subjectively controlled by individuals, and even many systems are just a kind of display. There may be many managers who will explain the so-called human management as a reason. The key to this difference in understanding comes from the fact that many of us ignore the basic standpoint of humanization, that is, it is a responsibility, a responsibility to the enterprise and itself. The implementation of the system is not standardized, resulting in the creation of a system. On the one hand, the company has wasted the labor-management expenditure of the system, and more importantly, it has indirectly demonstrated the company's unsatisfactory work attitude and ideas. Even if it is a system based on red-headed characters, it must be implemented. If the system is unreasonable, it should be revised in time to make it perfect. The "hot stove law" of the famous western management scientist McGregor is a very vivid expression of the principle of an enterprise's normative enforcement system.
"As long as you dare to touch it, it will burn you, and it will burn you at the time. It will burn very hot the first time; it will only burn the part you touch it, not the whole body; it will be the same for everyone. Whoever touches it, it burns; if you don't touch it, it won't touch you." The "hot stove" here, of course, refers to the system and norms. In fact, such an implementation system can be understood as humanized management. The understanding of human nature is a process of gradual deepening. The understanding of human nature is not simply based on the deep and good kindness of people. It needs to be continuously explored and refined by managers in practice. First of all, on the basis of institutionalized management, everyone already has a code of conduct before they can soften the so-called humanization. According to the current situation of our country, humanized management should be used more in the care of employees. Outside life and rewarding employees for outstanding performance in this area.
Fourth, seeking knowledge - everywhere is an opportunity
In the 21st century, everyone knows the importance of knowledge, and often talks about the urgency of learning, and from time to time blaming the company for giving too little opportunity or "because the work is too busy, there is no free time to learn", etc. And other topics. However, many ignore the purpose of learning, all to improve the ability to do things, so that the work is affirmed by the boss and subordinates, so that life has a sense of value. According to the logical reasoning method, learning in work practice is more direct and effective. For example, in the process of trying to complete the task, you can acquire new knowledge and experience. However, many of our comrades treat the tasks assigned by the leaders, and often like to seek reasons for doing bad things and push them off. When accepting a task, instead of using your own brains, ask the leader what to do. In fact, we missed a lot of opportunities to learn and improve. Because when we accept the task, we are actually getting a platform for learning. The process of careful and conscientious implementation is a process that constantly needs to be enriched, and it is a process that needs to be paid constantly. Therefore, as long as we work hard on each job and are responsible for doing it, we will have a good opportunity to improve our work ability.
The same is true of the learning environment. We often like to rely on our surroundings, but we ignore the most important side: Do we really have the desire to learn? If you have this desire, you will not stop learning knowledge because of some subjective control factors, you will not wait for a specific opportunity for a long time, and you will not care about the atmosphere of learning, etc., because the environment is created by yourself, everywhere. Can learn. So, to put it this way, what many of us lack is not learning opportunities and the environment, but not having the ideas that need to be truly learned. "Learning and then knowing enough" explains this truth.
V. Some understanding of hotel management There are similarities between hotel management and property management. Perhaps it is not a profound knowledge. It is probably only a discipline in the academic field. However, those who have been involved in this aspect of management will feel that it is not easy to manage. A restaurant or a community is like a small society, and all sorts of things will appear. Therefore, managers are required to have higher quality and professional standards.
The improvement of the system and the competition in the market have made us hotel managers face new challenges. We must quickly and comprehensively improve our self-sufficiency and ability to adapt to the changing situation before we are eliminated by the market.
Sixth, the idea of the development of property management companies in the future There are many similarities between hotel management and property management. Through the visit, study and inspection of the hotel, I have a new understanding of the property management work I am currently engaged in, and found the gap between our property management standards in the developed coastal areas. Let me talk about my thoughts on the future development direction of the property management company.
1. Strengthen human resource management and create “learning and innovative” enterprises. In the future, when recruiting company management personnel, they must be talents with professional knowledge of property management; when recruiting maintenance personnel, they must be versatile with relevant technical conditions and hold the “Job Certificate”; when recruiting security personnel, they must be veterans and Height, physical fitness, knowledge, character, and psychological factors must be strictly examined and selected.
Actively do a good job in the on-the-job and on-the-job training of employees. In the future, newly recruited employees must carry out relevant training before the job, so that employees can know the basic situation of the community and the work to be carried out, and reduce blindness. With the fierce market competition, the knowledge and skills are constantly updated. On-the-job employees provide a variety of professional training opportunities. Actively advocate the concept of “work is learning, work is innovation, work in learning, improve in work”. Every employee strives to be a “learning and innovative” employee, forming a positive and upward trend in the employees. The competitive atmosphere. As a result, the personal quality of employees can be improved, the company's management service level and management efficiency can be improved, and a good corporate image can be established.
Starting from the actual situation, we will strictly follow the lS09000 quality system operation in the future, and gradually develop and improve strict rules and regulations, job procedures, work standards and assessment standards. Then, according to the employee's job responsibilities, formulate a 360-degree assessment method for all levels of superior, level, and subordinate; formulate quantitative assessment criteria, and combine qualitative and quantitative assessments to enhance the operability of assessments and reduce the impact of human factors during assessment. Establish and improve the assessment mechanism, implement the last elimination system, avoid the phenomenon of passing the examination, and strengthen the sense of crisis and urgency of employees through the establishment of the assessment mechanism, so that employees can continuously improve their own quality.
2. Cultivate its core expertise, create distinctive services, and enhance core competitiveness.
During the inspection, I personally saw the management mode of some star-rated hotels along the coast, and their management gave me a lot of inspiration. In the future, our property management services should be developed into three systems: “one-stop customer service, one-stop information management, one-stop digital community”, which is to use network, e-commerce and technology to improve property management standards and services. Quality, effective development, integration, and utilization of customer resources. Comprehensively promote the "one-stop service" and "best security" feature management services. Therefore, to achieve efficient management operations, solve the hardships of the owners, create a meticulous, ubiquitous service, improve service efficiency, improve owner satisfaction, improve the level of property management services and service quality, and ultimately enhance our company in the fierce The core competitiveness in market competition.
3. Actively promote the “Customer Interaction Year” to promote positive interaction between the company and the owner.
In 2006, we will focus on the “Customer Interaction Year” event. Established the Xiaoyeyi Owners Club, set up a new life service center, opened a customer service hotline, and carried out daily community activities and theme activities according to the different ages, different hobbies and interests, different levels of the owners living in the community. . For example, in March, the school carried out the Lei Feng volunteer service activities; “Six Day Children’s Day, and the kindergartens to carry out game activities; in October, organized community owners to watch open-air movies; in December, Christmas gifts were distributed by Santa Claus... ... Through various kinds of interactive activities, strengthen communication between the company and the owners, owners and owners, establish interactive customer relationships, and create a strong community atmosphere and a good living environment. To lay a good foundation for the next step of real estate company's housing sales and development.
4. Pay attention to the important basic work of property management - equipment management.
For the management of community equipment, it is necessary to re-establish and improve the equipment management system; establish equipment cards for all kinds of equipment; do daily inspections and inspections of equipment, conduct regular inspections, maintenance, repairs, cleaning, and carefully record and discover The problem is solved in time. For example, elevators, security monitoring systems, fire alarm systems, public water supply, power supply network systems, water meters, lawn mowers, and pressure pumps are regularly checked once a month to ensure normal use. and many more.
5, the security team to create a beautiful landscape of the company's star-rated hotel security strict management and courteous image left a deep impression on my inspection process. Hotel security management has a lobby, patrol, monitoring, command post, close contact between the post and the post, the hotel is implemented 24 hours of security. For the preservation management of coastal star hotels. In the next step, we will actively establish and improve various public security management rules and regulations; train the newly recruited security personnel with basic knowledge and operational skills training before the post, increase the training of on-the-job security guards, pay attention to post image, courtesy and courtesy, Training in emergency response capabilities, thereby enhancing the security responsibility and overall quality of security personnel; strengthening service awareness and establishing service responsibilities of “friendship and majesty coexistence, service and security”, security personnel are doing a good job in public security management functions, It also provides a variety of services for the owners to form a beautiful landscape of the company.
The short-term investigation was passed in the blink of an eye. During the review, there were both joys of harvest and some regrets. Through investigation, I have deepened my understanding of property management knowledge, enriched my knowledge of property management, broadened my horizons, and enabled me to have a deep emotional and rational understanding of property management. At the same time, I feel some regret because of the short time. Some understanding of the work of property management only stays on the surface, just watching people do, listening to people how to do it, not being able to personally feel and deal with some work, so they failed to understand the essence.
Through investigation, I realized that to do a good job in property management, we must pay attention to the study of the theory of property management theory, and more importantly, we should closely combine practice and theory. As a low-profit service industry, property management provides intangible services. Property management is an all-round and multi-functional management. It is also an ordinary, trivial and hard service work. Therefore, in the actual work of property management, we must always keep in mind that property management is no small matter, centered on the needs of the owners, and everything starts from the needs of the owners, and establishes "want to think of the owners, the urgent needs of the owners, and the needs of the owners" Service tenet, continuous learning, continuous innovation, advancing with the times, providing owners with a clean, beautiful, safe, warm and comfortable living environment, creating a new milestone in property management for building a well-off society in an all-round way.
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