How Do I Become a Hotel Analyst?

Hotel professional managers are one of the projects certified by the International Professional Management Certification Center. The International Profession Administration and Certification Association (IPAC) is an international functional organization specialized in industry standards certification.

Hotel Professional Manager

(Occupation)

skill requirements

1. Ability to understand and control the market.

2. Management ability. Some "professional managers" regard their management capabilities as a "one size fits all" criterion, and they run into walls. Many hoteliers with many years of management experience more and more feeling that they are constantly being hollowed out. When they need to be replenished, they take management courses, study MBA, and go abroad for further studies. This is the result of market competition. However, the hotel manager is not the same as the general manager. Not everyone needs to study the MBA course in business management. The ability of the hotel professional manager is ultimately exercised in personal practice. He uses his own in-depth knowledge of the profession and combines changing market needs to create value.

3. Professionalism. Without this, no professional person in the hotel industry can be established. The hotel industry is an industry that operates 24 hours a day, 365 days. Long overtime work and on-call availability are basic requirements for hotel professional managers. Otherwise, they equate themselves to ordinary employees.

4. Interpersonal relationship processing ability. Good professional managers not only have a good reputation and reputation among customers, but also a model for employees to follow suit.

5. Handle crises and be flexible. Professional managers generally have a lot of experience, deal with many problems, and occupy a high position. They have a wide field of vision, have extraordinary ability to deal with crises, and can quickly establish their own positive image.

The certification level is divided into three levels: registered junior hotel manager, registered intermediate hotel manager, and registered senior hotel manager. Those who have passed the relevant professional module training and passed the examination will obtain the professional qualification certificate of registered hotel manager in the relevant professional field after weighted admission.

common problem

Job analysis is a comprehensive evaluation process for a job. It explains the purpose, content, methods, and skills requirements of the job by "collecting, analyzing, and integrating" job-related information. Job analysis is the basis of organizational planning and design, and is the basis for enterprises' human resources planning, personnel recruitment, employee training and development, performance management, and salary management. However, the job analysis of many companies is often in the form of "instructions" and "instructions" when writing work instructions. The following are my and my clients experience in how to do a good job analysis during the consulting project. I believe these experiences can help companies, especially the human resources departments of state-owned enterprises, to correctly understand what is job analysis, how to do job analysis scientifically, and Lay a solid foundation for the construction of a scientific human resource management system.

Job analysis can be divided into six stages. Explain the common problems and misunderstandings at each stage based on the experience of the work analysis and consulting project for the commercial bank of XX City, Hunan Province, which has just been completed, and provide effective solutions.

preparation stage

Question 1: The purpose is unclear. We often do not clearly define the purpose of work analysis before performing work analysis, do not understand the value of work analysis, focus on the results and focus on work analysis for work analysis, thus making this core technology of human resource management flow in the form, Did not achieve its intended purpose.

Problem two: The instability of the work analysis team members or the analyzed objects. During the course of the project, the members of the work analysis team or the post object changed, and the job handover was unclear when leaving or replacing, resulting in the work must be started from scratch.

Question three: The publicity is not in place. Due to inadequate publicity, employees do not know the role of work instructions. Some employees mistakenly believe that the work instructions are written to be "recruited and fixed." There are situations where employees do not understand, cooperate, and perform, making work instructions optional. Bauble.

Therefore, before the job analysis begins, we need to do the following:

1. Clarify the purpose and meaning of job analysis: What we first correct is to clarify the purpose of job analysis, promote it to employees and reach a consensus with them: job analysis is to make the existing job content and job requirements more clear and reasonable in order to develop realistic Management systems and mechanisms to motivate employees. At the same time, the process of job analysis can effectively help employees re-understand the value and standards of work, and can help employees improve work efficiency.

2. High-level support and recognition. Before writing the work statement, fully discuss with the company's senior leaders, correctly position the meaning and value of writing the work statement, and obtain leadership understanding, support and approval of the work analysis. To ensure that during the implementation of the project, senior leaders can take the lead in establishing a sense of post responsibility, implement centralized management of various tasks, and change the original free and casual management style.

3. Strengthen the management of the work analysis team: After determining the members of the work analysis project team, we must first analyze the work of the team members, clarify their respective division of labor, processes, timetables, and stage results, and require each member to retain in the work Process documentation. At the same time, insist on having a morning meeting every day to feedback the work results of the previous day and the work plan of the day. The person in charge of the working group is responsible for compiling the daily working documents of the members of the group, in order to respond to the personnel replacement situation in the middle, and to ensure the orderly work analysis and the consistency of the information source. At the same time, the weekly working group preferably has a project exchange meeting to maintain the sharing of information and experience among members, and constantly adjust the methods and methods of work analysis.

Enlist the participation and cooperation of managers and employees from various departments. The active participation of employees is the key to job analysis. When writing the job description, the managers and employees of each department are the main body, and only they know the actual situation of the job best. The task of the Human Resources Department is to provide various departments with the skills to prepare work instructions, and to fully prepare for the preparation.

Investigation phase

Problem 1: The source of the information is inaccurate. In job analysis, we mainly obtain relevant information through employee interviews and questionnaires, but employees often have four problems with this job. First, there is resistance; second, fear of being wronged by his superiors; third, it is not clear what this work can bring to him; fourth, not knowing what to say or not. So when describing the job content and situation to job interviewers, they deliberately exaggerated the complexity, technical difficulty, and workload of their jobs, which made the information we obtained unobjective, inaccurate, and incomplete.

Question 2: The questionnaire for collecting information is not specific enough. Because the interview questionnaire is not systematically designed and lacks pertinence, the information collected often does not fully and objectively reflect real work.

Problem three: Job analysis is not combined with business process optimization and job optimization. We did not optimize the business process and department and post settings before implementing the work analysis, and only adjusted after implementation. As a result, the work instructions were often adjusted and revised, which not only increased the workload, but also reduced the authority and conviction of the work instructions. force.

Therefore, in the work analysis and investigation phase, we should do the following:

1. Solve the problem of correct information by letting employees correctly understand the nature of work analysis: Before starting the work analysis, we need to explain to employees three aspects: the reason and purpose of implementing the work analysis; the composition of the work analysis team; the work What impact the analysis will have on employees. Only by solving the confusion of employees can it be possible to obtain more reliable and comprehensive information from employees.

2. Design questionnaires based on different objects: Before the interview, we should systematically sort out the questions to be asked, and adopt different questions according to different interviewees. For example, the questions answered by managers cannot be asked to ordinary employees. The design of the questionnaire also needs to be different from person to person. Design different questionnaire forms and contents for different levels.

3. Combining business process planning and job analysis: Job analysis includes three levels of content: First, it analyzes the types and attributes of various tasks involved in the business process of the enterprise, which can be called process-based job analysis . The second is an analysis based on the scope of duties, work content, working conditions, authority arrangements, and the knowledge, skills, and physiological and psychological qualities of the incumbent, which is the analysis of work in the general sense, which can be called For job-based job analysis. The third is the analysis of the operation process and steps of a specific job. This type of analysis is the basis for the establishment of post operating procedures by the enterprise, which can be called operation-based work analysis. Scientific process management-oriented work analysis requires analysis and optimization of business processes, on the basis of adjustment and optimization of departments and positions, and then post job analysis.

Writing stage

Question one: write for writing. We tend too much

Concerned about the results or forms of work instructions, not focusing on the process of job analysis, and not rewriting work instructions as a large inventory of existing work in the enterprise. The real purpose of job analysis should be to standardize work processes and clarify job responsibilities and authorities.

Problem 2: Lack of professional skills or training. Due to the lack of professional skills in writing work descriptions, the written work descriptions are often not accurate enough and the descriptions are not standardized.

In the analysis and writing phase, we should do the following two things:

1. Use standard language. Standardizing the description and terminology of work instructions is related to the quality of work instructions. The standard job description format should be "verb + object + result". The choice of verbs can refer to the job responsibility verb usage specification table. The object indicates the object of the task, that is, the content of the task. , Promotion "and other words.

2. Cooperation with consultants: In order to ensure the professional level, we can hire professional consultants. The consultants bring us more professional methods, examples of best practices, and objective suggestions from bystanders. Obviously, consultants are not familiar with the company's processes and do not understand the actual situation of the company. Therefore, the effective cooperation between the two parties is the key to the quality of job analysis. Listening to and respecting each other's views, more communication, and deeper discussion of a problem are the basis for effective cooperation with consulting companies.

Adjustment phase

Problem one: Put it into use directly after designing the work instruction. After writing the work instruction, it was put into use directly. During the use, it was found that there were many discrepancies with the actual work. As a result, the business department refused to use the prepared work instruction and used the HR department to rewrite it.

Question 2: After the user department proposed a modification, the editing department did not make the modification as soon as possible. So the business department set aside the work instructions, and all the efforts didn't bring the due effect.

So after the job analysis is designed, it should be tried and adjusted:

1. Adjust the work instruction according to the trial situation: After the work instruction is written, it needs to be tested and adjusted to check the accuracy, correctness, and applicability of the design scheme. If the user department makes their suggestions during the trial, the writing team will analyze the reasons for the differences. If it is a writing team problem, it should be adjusted in a timely manner. If it is a misunderstanding of the business department, it should be explained patiently so that the two sides can reach a consensus.

2. Keep a record of adjustments: It is particularly important to emphasize that all changes must be filled in a modification analysis sheet to clarify the causes of errors and methods to avoid repeated errors, so as to ensure that the work analysis can continue to improve.

Application phase

Problem: The statement of work has not been effectively applied in practice. We do not have a deep understanding of the functions and uses of work instructions. We have not regarded work instructions as a good management tool and put them aside in the daily management process. For example, when recruiting new employees, they did not select candidates according to the job requirements and qualifications of the job description, and did not conduct an employee qualification rate survey according to the job description, let alone targeted employee training.

Develop a system for job analysis and job descriptions. The solution to this problem is to prepare a work analysis management system at the same time when preparing the work description, including how to use the work description, when to make revisions, and what the revision process is, etc., and regularly check whether each department is performing according to the system. .

Improvement phase

Problem: Failure to timely report the staged results and final results of work analysis to employees. The continuous change of the organization's business activities will directly or indirectly cause the corresponding adjustment of the organization's division of labor and cooperation system. As a result, new tasks and the disappearance of some of the original positions may occur, and the work analysis needs to be readjusted to adapt to changes. During the work analysis, we did not timely report the staged results to the employees, nor did we timely feedback the reasons for the adjustments during the work analysis adjustments, thereby deepening the employee's resistance, making it difficult to obtain objective information, and making the work analysis in practice. Cannot play its due role.

Regularly review work instructions: Work instructions should be reviewed regularly to see if they match actual work changes. At the same time, employees must be involved in each process of work analysis, discuss the results of each stage together, and analyze the reasons together. When adjustment is needed, employees must also be involved in the adjustment work. Only personal experience can strengthen employees' full understanding and recognition of job analysis, so that it can be effectively implemented in practice.

Certificate of Senior Professional Manager of International Hotel Industry (PHA)

Application requirements (one that meets one of the following requirements): 1. Diploma or above, current executive vice president, general manager, owner operator or owner of a hotel or group, at least one year of working experience , General manager, owner-operator or owner, etc., at least two years of working experience 3. At least three years of experience in a hotel or group director, etc.

With the development of tourism and business activities, we can often see that some tourism and economically developed areas, resorts and hotels continue to increase every year, and the star rating has gradually increased. While hotel hardware meets market demand, management software has also entered the scope of investor considerations. Hotel management software usually includes: hotel professional managers, hotel management model texts, hotel marketing systems, etc., and the most important of hotel management software There is no such thing as a hotel professional manager.

Higher vocational status, high quality, and high treatment. This is the evaluation of hotel professional managers by people from all walks of life in the hotel. Some people in the society believe that the professional working environment of hotels is good, the personal treatment is high, the rights in the hands are great, and even have a fight. Discounts can get a favor. Lasagna is at the hotel, and the gold content is extremely high. As a result, being able to become a "hotel professional manager" has become the goal of many people's pursuit of dreams, and even the managers of some other companies, before they have fully understood the hotel's internal management procedures, said " Management is interlinked "dogma, and rushed into the ranks of hotel" professional managers ". As everyone knows, the term "hotel professional manager" means: Do you know about dozens of positions, can your own working ability be reflected, can you obey the owner, can you take responsibility for the hotel's operation, and the owner is not satisfied with your job, Will the next hotel accept you, whether your thought expectations can be met, whether your achievements can be enjoyed by future generations, whether you can lose your freedom, whether you can afford the hardship that increases with time, and so on. This image description, that is: the grandmother and the child-people are to promote the success of others!

However, regarding the profession of "hotel professional manager", I believe that the understanding of the two aspects of supply and demand of hotel owners and managers should be a unified body, that is, professional managers are experts in hotel management, and they should understand the operation and daily life of hotels. The management process, the uniqueness of the overall management of the hotel, the quality of the hotel management staff, and the "integrity" should be put first in the action. The profession of professional managers has been increasingly accepted by some companies. Many professional managers have also become celebrities because of their outstanding work performance in the enterprises. From CEO to shareholder, people envy them and envy the company. Owners and professional managers are thinking, why can't I find such professional managers and owners ?! "My CEO has a lot of deficiencies" and "My owner has a lot of unfulfillment." Actually, not a No matter how many books people have read and how many paths they have traveled, their knowledge is still deep and lacking. To establish the correct concept of employment and use, there must be a common goal that is confirmed by both parties. Both parties have surprises and commitments at the time of settlement. All give cash!

I make the following suggestions on the profession of "hotel professional manager" based on my work experience:

I. Advice to hotel owners:

1. When hiring a professional manager, it should be considered as comprehensively as possible based on the actual situation at the time, just like investing in hotels and buildings. Once determined, do not change at will;

2. It is necessary to give the employed professional managers a period of operation during which a certain range of business fluctuations are allowed;

3. Make sure that the recruited professional manager has some deficiencies;

4. To clearly understand the actual situation of the hotel, the development space and the shortcomings, so as to adopt a door-to-door approach, and purposefully recruit professional managers, do not go high and low, and vice versa;

5. Clearly inform professional managers of working methods that they can accept so that professional managers can adapt to the owner's working methods;

6.In the process of business management, professional managers must implement methods of mapping, decentralization, supervision and communication;

7. Keep faith and surprise professional managers.

2. Advice for hotel professional managers:

1. When applying, try to combine the actual situation of the hotel with your own situation as much as possible to comprehensively consider it. Can it be competent? You should have an objective evaluation of yourself;

2. To clearly inform the hotel owner of his own strengths and weaknesses, and not to hide his weaknesses, so as to avoid embarrassing situations in the future work, causing unnecessary trouble and loss to the hotel owner himself;

3. For the things that are not clear and unknown in your profession, you may not inform the owner, but you must understand them clearly, and you must not use immature thoughts as "truth";

4. Actively put your own work under the supervision of the owner, and regularly report to the owner the truth about the work of the hotel and the individual, to make the hotel owner have confidence in their work and use eight points for the right;

5. Divide the operation and management work into three major management parts, that is, leave the final approval right of the fixed assets on the owner side, give the final decision right of the material procurement supplier to the owner's finance side, and manage the hotel operations and personnel management All responsibilities are on their own side;

6. Do not participate in the internal affairs of the owner;

7. Be trustworthy and give the hotel owner a pleasant surprise in terms of management.

In short, if hotel owners and professional managers can understand each other and understand each other and think about each other's interests, maybe our hotel professional managers will have a brighter career prospect!

Meet and assist the command and coordination at the scene and give full play to the initiative of the manager on duty.

While the duty manager is in control of the business situation, it is best to know the weather forecast in order to improve the preparation for rain and wind protection.

The hotel duty manager is often called "total duty", and is usually rotated by the hotel directors and managers. The role of the on-duty manager is to act as the general manager's agent at night and on holidays. Therefore, the on-duty manager should be granted the general manager's authority to handle daily work, but not the general authority of the general manager, such as the right to make business decisions, and the right to appoint and remove officials The authority of the duty manager must be clear. As a hotel manager on duty, you should pay attention to the following issues:

I. Maintain communication with superiors

When the duty manager encounters a major problem, he must not make a blind decision. He must report to the general manager or the deputy general manager in charge and the assistant to the general manager in time to determine the correct disposal plan. Therefore, the manager on duty should know and record the home address and phone number of the general manager during the preparation work on duty, and it is better to know the home addresses of the managers of the engineering department and security department in case of any accident.

When encountering important issues, it is necessary for the hotel leader to be present. The duty manager may first ask the leader closer to the hotel to deal with the problem according to the situation.

2. Understand the situation of the staff on duty in each department

Due to the professional limitations of the post, the duty manager cannot be as familiar with the overall work of the hotel as the hotel leader. This contradiction that is not familiar with the overall work and needs to be temporarily responsible for the overall work can only be resolved by the close cooperation of the departmental duty staff.

Understand the situation of departmental staff on duty including:

The name of the person on duty, the location of the duty room, contact number, etc .;

When the duty manager knows the names of the staff on duty in each department, he or she can first assign work priorities for himself. If the staff on duty in a department is a department leader or an experienced administrator, the "safety factor" can be estimated higher, and some problems You can also ask them to come and discuss together, and the duty manager finally comes up with a disposal plan. Conversely, if the strength of the staff on duty in a department is relatively weak, the manager of the duty should store this "information" and pay more attention during the duty.

Keep in touch with various departments and positions at any time

The duty room of the duty manager is best to be fixed. If the objective conditions are not enough to fix the duty room, then the location and telephone number of the duty room must be notified to the departments and deputy managers at the beginning of the duty.

To maintain contact with various departments and important positions, the word "at any time" should be maintained, and the duty manager should inform the telephone exchange of his whereabouts during patrol and inspection activities.

4. Grasp the business situation during the shift

Business is the central task of the hotel. The purpose of the hotel is "guests first, first-class service", which is to make the guests get the convenience and satisfaction of the maximum procedures. Therefore, the duty manager should check the relevant situation such as the front desk and front desk when taking over. When important guests or large-scale tour groups arrive at the store, the duty manager should come to the scene to greet and help the command and coordination, and give full play to the initiative of the duty manager.

Fifth, need to strengthen patrol inspection

As a whole, every part of the hotel is important. The part that requires the on-duty manager to strengthen patrol inspection is not to see whether the post is important, but whether the possibility of a problem occurs.

According to the usual rules, the duty manager should strengthen the inspection or call frequently to the places with the most guests (such as restaurants and lobbies) and the least remote areas (such as: power distribution rooms, elevator rooms). Happening.

6. Do what you can and give full play to your role

If an on-duty manager leaves a problem that can be handled to the leadership or cannot handle it, it cannot be regarded as a functional role, let alone a qualified on-duty manager.

The thinking of the duty manager must be clear. The analysis and judgment require fast response and high accuracy. Because each person's ability is different, the environment is different. The same thing, if the "previous" duty manager can handle it, I feel powerless and must not take risks. We must consider responsibility and do not consider vanity to avoid loss of work.

Although some issues are important, time allows for a postponement, and the duty manager is not sure, he can leave the hotel leader to work before making a decision.

Seven, continuous learning to improve resilience

The duty manager should pay attention to learning the good experiences and good practices of others, and pay attention to summing up the experience and lessons of his own work practice, and strive to improve the ability to deal with various problems in an ad hoc manner.

The problems that occur at night in the hotel are regular and followable. Usually there are many public security and engineering problems, but the manifestations of these problems are ever-changing, and they can be said to be diverse. This requires the on-duty manager to have a strong resilience. This resilience is made up of observation and analysis ability, comprehensive judgment ability, design scheme ability, deployment ability, and organization implementation ability. The basis of this resilience is hotel business knowledge. 2. The accumulation of common sense and work experience in the natural sciences is not a pure ability.

8. Make manager records and shift work

At the end of the shift, the duty manager must carefully complete the duty records and shift work, especially the departments that have to resolve the "legacy" issues that need to be resolved one by one, and record them in written form for inspection and implementation.

For the problems handled during the shift, report well to the general manager or the deputy general manager and assistant general manager to explain the current situation, as well as the process, plan and results of handling the problem, and carefully listen to the leaders' opinions on the work on duty .

All in all, the duty manager's job is a highly responsible and demanding job. It is an art and knowledge of hotel management. Through this work, you can deepen the study and understanding of various business knowledge of the hotel and continue to enrich and improve it. Self-growing knowledge and talent in time.