Efecto de las mareas

Junfeng Li

INTRODUCTION

In recent years, the enterprise management pattern has been changed greatly due to the rapid development of China economy. There are emerging many big group enterprises by adjustment and union. Some star class hotels have purchased other hotels to form group hotels in order to expand their scales. The small hotels, especially the ones with ill-management, purchased by the star class ones, have faced the problems of recon- structing and reforming after their enrollment. In particular, the reform is mainly con- cerning the consciousness. Besides, there are personnel reform, management reform, and software and hardware improvement, and so forth how to reform the purchased small hotels and predetermine the future under the present policy and situation is the main point in this thesis. I do I hope this chapter can make a contribution for China’s group hotel in bringing in more foreign exchange income.

A NEW UNDERSTANDING OF THE ORIGINAL HOTEL AND THE CONSCIOUSNESS REFORM

Recognizing a new to the purchased hotel and reforming its consciousness is very important beginning for the purchased hotels waiting for reconstruction and reform. In the purchased hotel, both the top managers and the bottom employees are part of the group hotel. But if their consciousness do not unit together with the group, the favorable suggestions and theories proposed by chief managers will not be carried out all right. The reason is very simple. They just treat the jobs assigned by the new group as usual, for the shortage of a new sense of responsibility. The differences in consciousness might be brought into the new group hotel, with some evil habits. That might form an evil circle which will make it impossible to carry out any innovative plan and program.

Usually, the original personnel welcome new management system. Especially if the new management strategy is meeting their taste, it will be more evident. But if the new management system is as common as the original, the personnel will feel nothing for it is just a change in form but not in content. Generally speaking, the personnel are looking forward to the new manager. If this attitude is in a normal state, it will exert a positive effect on later management. But if not, it will exert absolute damage. If the new manager disappoints the personnel gradually, then the more replacement of man- agers, the more disappointment in personnel will appear.

At the very beginning, the personnel possess an indifferent attitude toward the new management system after being purchased. This attitude is fi t for the interest need of

Management Strategy for China Group Hotel 161 the personnel in the changing stage. They want to avoid frustration of “hope greatly and disappoint heavily,” so being indifferent is the best choice. Meanwhile, the new management system after coalition is far different from top manager replacement. Although the former has a sense of threatening, it is companied by hope and fancy. So it is the best time to make the original personnel to recognize their hotel and perform consciousness reform. The group manager should grasp this chance to give the person- nel a clear introduction of new business policy and instruct them with new manage- ment system which will help the personnel to have a new understanding of original hotel and accept the consciousness reform. The personnel in management layer must achieve this goal. Only by this way, the new policy can be carried out successfully.

THE IMPORTANCE OF CULTIVATING “BEING TOGETHER” SPIRIT

After the group reconstruction, the original hotel will reopen. In another words, it is “ole hotel, newly open.” It should be appearing brand-new. As establishing the im- provement of management strategy, the manager should take the “cultivation of being together spirit” into consideration and regard it as an important content. Without a faith of “honor or disgrace, being together,” the big group hotel will cannot pursue a long-term development. If the original hotel cannot reach a common faith at this point, it will fall into failure again and will not come back to life.

China economy mechanism reform is at the deep development stage. It is not easy to change thoroughly the old corrupt customs. But we have to change sooner or later. And it is comparatively easy to change now rather than later. The changing time forces people to change. If not, people will be lagged behind time and will be kicked out. Only if identify and solve problems as soon as possible, people can grasp the possibil- ity of development and the capability of competitiveness. With an active attitude to- ward reform, people might build and understand the “being together spirit”. The group hotel manager must impose a deep understanding of the importance of “being together spirit” on the whole personnel. In the severe market competition, all the employees may be out of work. They have to change the indifferent attitude to take part in the group hotel work with a more active spirit.

ESTABLISHMENT OF MANAGEMENT SYSTEM AND RESPONSIBILITY MECHANISM

Achieving the initial success in psychological construction, the hotel can formally establish the management system and improve business strategy. The method of man- agement by layer what has clear allocation of responsibility should be applied in the whole business activities. Each unit has its own jobs and responsibilities. That will form a favorable circle.

As making the business decisions, the manager should observe the capabilities of employees to make full use of the most capable one. The ineptitude workers should be handled with properly and replaced. In dealing with business, the manager should obey and respect the administration layers and avoid contacting with the common employees to guarantee the middle and lower managers’ authority. But in life, the manager can express their care for the personnel.

The managers in every layer should not only stick at their department jobs but also take detailed records and make work reports in time for any accidence and service items in business. That will help the top manager to know and analyze the situation. Once identify problems, the manager in every layer should immediately correct faults and make improvement and provide guidance. It can fully exert the effect of manage- ment by layers. Only if each unit can perform its responsibility altogether, the top managers can allocate their energy to think over more important program concerning with all group.

MODIFICATION OF MANAGEMENT RULES AND REDUCTION OF PERSONNEL

After the achievement of spirit cultivation and the establishment of management sys- tem it is the turn to modify management rules and to execute the new policy fitting for new management system.

To modify management rules must obey some basic ideas, such as “the shallow rules must be modifi ed,” “sharp difference between rewards and punishments,” “fair and reasonable,” and “strict but not severe.” With the gist of “no consider for impos- sible,” the principle of “everything for public,” and “getting rid of selfi shness,” the goal of “perfect service, increase benefi ts,” the management rules can be constructed seriously, completely, reasonably.

Once the modifi cation has been done, it is better to publicize and carry it out as soon as possible. A try-out period, one to 3 months or 3–6 months for example, is welcome for all employees to have time to change themselves to meet the rules. Once coming into the formal execution period, the management rules should be performed strictly. The personnel arrangement and reduction must be based on the new rules. Usually the original hotel has a large personnel trouble. The modifi ed management rules can ef- fectively restrain the personnel expanding and the organization ill-management. If the unwanted employees or the units with no profi ts cannot accomplish the tasks assigned by superiors, they have to be kicked out or canceled. Otherwise, they might harm the hotel operation. At the same time, the modifi cation of management rules should take consideration of laws which show the rationality of new leader mechanism.

RELATION OF IMPROVING HARDWARE OR SOFTWARE AND EARNING FOREIGN EXCHANGE

High standard software and hardware can benefit the group hotel to produce highest interests. If the success of hotel relies on the standard of software and hardware, it is acceptable to say the software determines the 70% share, and the hardware 30%. Because the software is “practical” and it is the leading actor in daily hotel operation. The hardware is “empty” in a sense. Although it is important, it serves as a minor role in function. People are the instructors after all. And the software changes greater than hardware. People are alive, and they are more active. But buildings are dead, and they are comparatively less active. Nothing can change a building but rebuilding or nature disasters. That is to say the software is a decisive factor to well-manage a hotel.

Management Strategy for China Group Hotel 163 Take the Japan tourists in China for example. According to a research, although there are near one and half million Japan tourists visiting China main land, ranking fourth in Japan’s transnational travel, there is only about a one hundred thousand in- crease annually. Why such a low increase in China with such a great travel market? The Japan tourists visited China highly praised its beauty, but seldom kept a favorite impress on China hotel services. So, it is urgent to improve on the software aspect.

Generally speaking, the software of star class has reached certain level. Only if all the sections keep to their jobs and fully performed their responsibilities, the defects are not diffi cult to overcome.

At present, the following three aspects should be improved for the software aspect of big group hotel.

Shortage of Professional Dedication

The short of professional dedication often result in rapid decreasing in service. The cause lies in the lax management of manager and the poor quality of employees. For example, the pervasion of evil habits in managers leads to many unfavorable acci- dents. And quite a lot employee comes here just for jobs with no any idea of “service” and “dedication.” For these employees, it is impossible to be professional dedication. So, the group hotel leaders and managers in every layer should pay attention on the employees’ thoughts, arranging professional dedication education. Only if to educate them constantly with the thoughts of “professional dedication is the basic requirement in service industry and it is the highest manifest for the personnel,” the professional dedication could root in the whole hotel.

Shortage of Professional Sensitivity

The professional sensitivity means the employees should equipped with high capabil- ity of immediate response to changes happened around. The employees should be ca- pable of seeing everything, hearing everything and remember everything. They should be pay attention to the customer’s intention at any time in service to provide amiable service instead of being asked.

The customers cannot forgive the employees without professional sensitivity and often criticize such kind of deeds. That might result in confl icts and part on bad terms. If it happens in star class hotel, the honor of the hotel will be heavily damaged. On the contrary, if the employees can response quickly and deal with problems properly, the hotel’s honor will be defended and will win positive evaluation.

Shortage of Professional Train

This is an urgent task. Every employee should take up different type of professional train. All behavior unfit for professional standards must be corrected. The best way is to give instructions by professional train. The employees should accept new knowl- edge and service theory and technology to meet the star class hotel requirement.

As designing the hotel hardware aspect, many factors should be taken into con- sideration. In theory, it seems that the design of hotel hardware aspect should be quite reasonable. It has experienced so many years and has been established after detailed

research. And its advantages or disadvantages might be opposite for customers’ different habits in practical.

Hot to reach its highest utilization rate for the hotel hardware in such a contrary condition? First, the building that cannot be rebuilt and repaired should be modifi ed with low-cost ornaments to add its beauty in appearance. For example, to beautify the park environment to make the customers feel be reluctant to leave. Second, the interior equipments should be protected and kept maintenance to ensure clearance and decency. If have to perform fi tment, to ensure beautiful color and convenient use and safe performance. Besides, the equipment of preventing noises release should be installed on certain facilities.

After the improvement of software and hardware, the hotel should adopt the “X” and “X + 1” star class evaluation method to assess the service level which can ensure the customers enjoy high quality and super level service. That will contribute to the group hotel’s operation and bring much more foreign exchange.

Importance of Resuming Confidence and Building Confidence

Removing all difficulties and building confidence are important qualification to do a nice job. The employee without confidence will work in low spirit and feel 1 day seems like a year. The employee with confidence will work in high spirit and feel ev- erything is in spring. Those two polarizations are inappropriate in hotel. It will harm the whole performance if not be corrected. To enhance the employee’s morale educa- tion is the best way to make them feel honorable for the work in hotel and to promote their centripetal force. If everyone has confidence, the group hotel’s prosperity will be expected soon.

The operation of hotel cannot be short of team spirit. The inspiration and construc- tion of team spirit relies on whether the employees are equipped with professional dedication and centripetal force. These potential forces have to be aroused by the group hotel’s daily training besides the individual personality. The cultivation of team spirit belongs to consciousness reform fi eld. Apparently, the consciousness reform is important and meaningful for the re-united big hotel group.

In hotel’s operation process, to improve service technology should be regarded as a long-term program to be executed. Especially the middle and top managers should have chances to communicate with hotels that have won high praises. If budget per- mits, they had better pursue further study in foreign countries to understand their management technologies and customs by which they can improve their own service technology. It all depends on human effort. If only hard work, it will success. With the cooperation and hard work of all employees, the original hotel and the whole group hotel will come into the success way together.

KEYWORDS

• Group hotel • Improvement

Chapter 16