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看香格里拉酒店集团的餐饮部管理是如何做的

Service & KitchenManagement Style Leadership and Creating the Climate

餐饮部管理方式—领导和创造氛围


Management is not ascience. It is the art of balancing conflicting interests toachievea dynamic, highly motivated and profitable organization. A leader is not bornbut made. The primary qualities of good LEADERSHIP can be learned , by ensuringthat one own attitude is positive, considerate and goaloriented.Self-discipline in thought and behavior can lead to more effectivewaysof getting the most of your team and achieving the best results for the hotel.

管理不是一门科学,而是平衡利益冲突的一门艺术,通过管理,来组成一个充满活力,斗志昂扬的组织。领导者不是天生而是后天培养的。可以通过学习,掌握优秀的领导者所具备的最重要的素质。领导者思想和行为上的自律,可以有效地领导自己的团队,很好地完成酒店的目标。


1.Think About Your Thinking 思维方式


By learning to manageyour thinking, you can consciously shape your feelings and your perception ofthe opportunities you have for realizing your goals in your operation. Youshould always remember that you must understand how essential your role and attitude influence and affect the team spirit under stressful situation.

通过学会控制自己的思维方式,在实现目标上,有意识地形成自己的想法和理念。管理者要明白自己的角色和态度有多重要,因为这会影响到整个团队的士气。


2.Be More Assertive 自信心


Make your opinion asuggestion to ease any tension. Be patient and persistent.Build respect based onhonesty and integrity. Speak with a soft voice, saying what you mean andmeaning what you say.

领导者要有耐心。通过自己的诚实和正直赢得别人的尊重。语气温和,说出你所想要表达的。


3.Build Better Self Esteem 自尊心


If you feel good aboutyourself, you will perform better. Everyone is creative,including you. Personalideas, however, may not always be the best and it is important to accept anduse the best ideas available.

如果对自己感觉良好,就会在工作上表现良好。所有的人,包括领导者有具有创造力。尽管个人的想法不是最好,重要的是接受和借鉴他人优秀的思想。


4.Be a Self Starter 自我激励


Do not confusemotivation with action. Learn to enjoy yourself during the action and the workwill go easier, flowing positively. As your satisfaction increases, you becomemotivated.

不要将动机和行动混淆起来。愉快地工作,这样会让工作变得简单,向积极的方向发展。随着满足感增加,工作会更有动力。


5.Maintain Your Poise 确定目标


Set clear objectives oroutcomes for every meeting. Identify potential problems. Prepareyourself to act in a calm, measured manner. Build a positive climate andplan how you want to act.

在每次会议上,确定目标,以及目标客人,潜在的问题。遇到问题时,保持冷静。营造一个积极的氛围。


6.Be Your Own Best Critic 自我批评


Do you want to improve?Self-criticism is essential. Learn from your mistakes. Your attitudeis the secret of your success. Become more aggressive in demandingbetter performances from yourself.

想要提高自己吗?自我批评非常重要。从失误中学得经验。良好的态度是成功的关键。在对自己的工作要求更加严格时,变得更加有斗志。


7.Be Proud of What You Do 自豪感


Do not allow your pridein your work to be eroded by other people. Ensure you feel good about whatyou do.

不要让自己对工作的自豪感影响其他人,保证只对自己的工作感觉良好。


8.Work Smart 灵活工作


Set goals that make youstretch. Be prepared to put yourself under pressure.Focus on priorities andimportant issues. Focus your efforts to improve your performances.

设定目标可以让人更有动力。准备让自己承受压力。关注最重要的事情。努力工作以改进自己的工作表现。


9.Plan Your Daily Output 工作计划安排


Establish your mediumterm objectives. Devote time for planning.

制定中期工作目标,花时间安排计划。


10. Praise Good Work 工作成绩表扬


Be sincere. If peopledeserve praise, give it simply directly. Don't flatter.Praise motivatespeople, builds teamwork and cooperation.

真诚。立刻给予员工赢得的奖励。不要言过其辞。激励员工,建立团队合作精神。


11.为员工提供工作指导


Don't do the work forpeople. However, before being firm and sharp, be sure that training has beenas good as should have been. Guide them, be patient and encouraging.Remember, some people learn faster than others.

不要替其他人工作。在指责员工前,确定培训是否达到预期效果。耐心指导员工,激励员工。记住,不同的员工接收能力是不同的。


12.Listen to People When They Approach You 倾听


Listening is hard work.Usually, when we believe we are listening, we are thinking of what weintend to say next. Keep an open mind. Summarize but do not assume.

倾听是一件非常难的事情。通常,如果在我们倾听别人说话,我们就会思考接下来想要说的话。做出总结但不假设。


13.Involve Yourself in Hard Decisions and Difficult Problems 解决难题


Your involvement as aleader reassures the staff. Facilitate the process of bringing forth alloptions, address issues and concern and ensure all responsibilities andaccountabilities are made clear.

作为领导者,你的参与会给员工带来安慰,促进所有问题的解决进度,从而弄清职责。


14.Take Time to Think Before Acting 三思而后行


a.Think first 先思考。

b.Check your analysisagainst the actual situation

根据实际状况检查分析情况。

c.Implement yoursolution 贯彻执行。


15.Be Flexible But Firm Encourage your stafffor a frank discussion of goals, tactics and strategies. Do not change yourdirection without good reason.

灵活而坚定的鼓励你的员工对目标,战术和战略进行坦诚的讨论。没有充分的理由,不要改变你的方向。


16.Seek Respect, Not Friendship 赢得尊重而不是建立友谊


Avoid favoritism,suspicion and rivalries eroding work performance.What is important isthat people are confident you will treat them according to their performance intheir job and not according to how you feel about them.

避免偏袒,怀疑和竞争影响工作表现。重要的是,根据个人的工作表现评价员工而不是根据个人感情色彩。


17.Get Involve to Get Things Done 参与到工作中


You must be involvedwithout doing your people's job. Focus on the process.Inspire and guide indoing work.

要参与到工作中而不是替他人工作。注意进程。在工作中激励和指导员工。


18.Encourage People to Learn and Develop Themselves

鼓励员工自身发展


You must make yourstaff understand that they have greater potential than they

realize. Encourage theperson, guide them to achieve their tasks.一定要让你的员工明白他们有很大的潜质。激励员工,指导他们实现目标。


19.Be Gracious with People but Ruthless with Plans, Problems and Priorities 

对员工要亲切但是对计划和问题严格


Attack the problem notthe people. Be determined. Concentrate all your energies on key issues.

对事不对人。集中所有的精力处理主要的问题。


20.Pay Attention to Details 注意细节


Establish standards,set goals, guide your staff to achieve them. As a manager,you must manage thedetails of what your people do to ensure their performance is up tostandards

建立标准,制定目标,指导员工实现目标。作为领导者,要处理好员工工作中的细节问题,以保证他们的工作达到标准。


21.Be Professional 专业


Do not bring personalissues to work. Maintain a professional attitude at alltimes whencommunicating with both internal and external customers.

不要将个人问题带到工作中。才和内部客人和外部客人沟通时。始终保持一个专业的态度。

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