The pioneer way of Chinese hotel human resource management under the international situation

Near the business center, one of the most beautiful buildings is a five-star hotel of the International Union. Open Ctrip, mango nets ah, the first thing we see, will be the activities of the International brand Hotel information; even, in the best Oriental home, the number of the largest advertising, are also the international brand Hotel to buy a high price away.

These 00 kinds of things, are in the description of two events: the hotel industry internationalization, has been inevitable; local hotels in the International brand Hotel PK has become weak. Whether it is talent recruitment or source contention, the international situation of the local hotels are short.

Therefore, a group of Chinese hotel people who are interested in changing the status of China's hotel development began to embark on the improvement of China's hotel human resources management, and began to excavate the human management model suitable for the development of local hotels.

There are many pioneering things in the history of the world. Before the commencement of the speech, I would like to invite you to look at the pioneering road in history:

I gave the VCR a name: the Pioneer Road. What is the road to the frontier? The road to the frontier is that no one has dug or dug in the past, but the road has not been cut through, unusually arduous but the meaning of a special road.

In the direction of Columbus's voyage to the Americas, there were already several thousands sails, but only Columbus found the first route to the Americas, and he became the first pioneer of prosperity on the other side of the Atlantic, and before the westward movement began, the Indians had lived on the moor for thousands of years, but still nascent, Hungry, the Europeans, with advanced technology to replace the Indian, opened up today's "Gold Coast", the other side of the Atlantic prosperity is another pioneer.

Every progress, with the elimination of advance, every prosperity, there is an enterprising process. This is also reflected in the hotel industry in the development process.

Conrad, in 1912, took the 12,000 dollars he inherited from his father and the thousands of dollars he earned, betting on his Hilton hotel. A few years later, when he showed a jubilant 51 million dollars, his mother said indifferently: "In my opinion, you are no different from the past ... You have to grasp something worth more than 5 1 million dollars: it must be simple, easy, and not cost-long. So your hotel has a future. "Try to imagine, even disguised as a customer to experience, Conrad reached the" Smile service "this accurate answer. Since then, "Have you smiled at the customers?" It's written in every corner of the Hilton (whether it's greeting, training, sharing or serving the guests). During the Great Depression, Hilton became the only smiling hotel in the 20% of hotels that did not collapse, and after the Great Depression, Hilton took the lead in the boom and entered the golden Age.

Has anyone ever thought of "Hilton Smile", "Starwood Care" What is the Hilton's "to provide our customers with the best accommodation and services," "Let all customers have a comfortable sleep", Marriott's "sincere hospitality, considerate care to ensure that guests continue to patronize" is what? Have you considered this in this room? These seemingly simple but the weight of words, is to let international brand success of mission, corporate culture, is the international brand hotel training staff way, content.

Yes, today I'm going to talk about the mission, corporate culture and training of China's hospitality industry in human resource management. I want to start with the three key words from my experience.

1982, Beijing Jianguo Hotel, the White Swan Hotel in Guangzhou opened in succession, China's reform and opening-up into a practical stage. At that time the hotel industry, as the current Internet, is a true sense of the information channel, it is the message of the large, convenient, at that time, it seems, not any other industry can match. For the success of reform and opening-up, the hotel's "bridge" role can not be ignored.

1986, I entered the hotel industry, the first time I feel the charm of the hotel, but also the first experience of foreign hospitality industry training strong. I enjoy the beautiful hotel, and with foreign hotel trainers left me a valuable experience, step-by-step walk. This is more than 10 years away. I lament the rise of their position, the prosperity of the hotel industry in China, while feeling the status of the hotel people are declining, pay more and more difficult to recruit. To tell you the truth, I am very contradictory, this contradiction is becoming more and more obvious after I become the general manager of the hotel. I would like to seek a balance between the development of the hotel and the personal development, but never find the fulcrum. In the face of this scene, I really feel the bai of the sentence "pain and happy", pain, because as a love hotel industry hotel people, for the Chinese hotel industry encountered such bottlenecks and heartache, happy, because I am more determined to do things in the future: I want to be a pioneer, for the Chinese hotel industry to do something, even if the journey is difficult, Thorns covered, I do not regret!

I believe that the journey across human obstacles is destined to be a pioneer in China's hotel human resource management.

I have always said to my partners that success is not only a breakthrough in your personal performance, but also the fulfilment of your sense of mission on your shoulders. This is the first word I want to say: mission. What is a sense of mission? Is the mother's instinct for the child earnestly, or to achieve the goal and "Mingchi, undeterred" firmness? (I can't have any official definition of mission.) I and my 298 partners, only know "to help Chinese hotel people healthy growth for the Chinese hotel catering industry to create greater value", "to create world-class hotel service brand" is what we should do, should do, must do, we also firmly believe that become "world-class hotel catering service brand" is a business vision that can be achieved.

In my opinion, mission is idealism, but it fills with all the possibilities of realism.

In China, a "let the world not difficult to do business," let 17000 people gathered to Mr Ma, and create a business myth. Without a sense of mission, Ali could not have grown from 17 to 100 and grew to 17,000 employees; there could not be 17000 people who agreed with Ali's strategic vision, nor did 17000 people stay up late, work overtime and dedicate themselves to a common goal.

Starwood's "Love, inspiration, inspiration, guidance" to "create the most successful brand, the most globalized, most show the fashion lifestyle of the hotel enterprises" to become 145,000 employees of the common dream, and work together to make this place in the world's history of the most fun workplace. Today, Starwood has nine major brands, 860 hotels across the home and abroad.

Marriott believes that "make sure guests come back again" must be communicated through good communication. As a result, Marriott achieved the goal of 133,000 employees in line with corporate goals, Enron through the financial crisis, and six consecutive years by the "Fortune magazine," as one of the 100 employees favorite companies and many times by the "best Employer" reputation.

A sense of mission may be a simple one, but it is enough to shake everything.

In the past human management development process, we are pleased to find that the domestic new local hotel brand more and more attention to the construction of mission. For example, the first NYSE listed China Hotel group, the domestic economy hotel's leading brand--7 day chain. Let the customer "sleep well every day", is a 7-day chain of vision, but also the mission of every employee shoulder. A simple word, but contains the vast content. Large size bed, more comfortable mattress, more convenient booking system, members of the exclusive "7 days" and so on a series of "sleep" in the exploration of how to come from? I think, even if the 7 days of the helm of the Zheng again, he can not one person to adorn several roles, to a person wisdom PK hundreds of people wisdom. This is the result of building the staff's sense of mission.

Today, the 7-day chain of Zheng Nan Yan not only to achieve "the goal of the Shepherd and sheep", but also successfully has more than 1000 stores, covering 111 cities, with 22.9 million members. [Fs:page]

Oriental Network has always been focused on the Chinese hotel and restaurant industry, adhere to the hotel recruitment, training, information, information, social, research and other services. We firmly believe that focus is to explore, to open up the premise, is the first element of success. I would like to invite all of you to watch a VCR about the Oriental net rise:

I gave the VCR a name: The Oriental spring of life. Talent decides success or failure. For the hotel catering industry, there is no satisfactory staff will not be satisfied with the customer, no satisfactory customer will have no successful enterprise. This is a vicious circle. Many times, the hotel industry, "labor shortage", "recruitment is difficult", just "keep people difficult." So, what to retain the enterprise's Fountain of life-employees?

The enterprise culture of retaining employees is the second key word I want to say.

In a survey of the reasons for the resignation of most hotel employees in the MAI Dot network, we got this set of data:

(1) 51% is dissatisfied with the superior;

(2) 23% feel that the reality of the work and imagine the difference is too far, no sense of achievement;

(3) 10% is not satisfied with the treatment;

(4) 8% are dissatisfied with the working environment;

(5) 6% as a springboard for the development of new cities;

(6) 2% other special reasons.

Clearly, in this set of data, we can easily find evidence of spiritual enjoyment over material benefits. The superior and the superior, the position achievement feeling, the enterprise provides the occupation plan, the inquiring, is the enterprise culture display.

The book says, corporate culture, or organizational culture (Corporate Culture or organizational Culture), is an organization by its values, beliefs, rituals, symbols, ways of dealing with the formation of its unique cultural image. I think, for the Chinese hotel industry, the corporate culture must be some measures to implement.

In an era when everyone thinks the punishment is convincing, Marriott believes in "Motivation > Punishment". The internal selection system, for a certain period of staff issued "you for Marriott service for many years" certificate, the reward mechanism for each of the employees, and so on, and so on, not only the Marriott Hotel people always to the positive, but also make Marriott staff turnover to keep the rate of 21.8% up and down.

Intercontinental believes that the work interests of employees need to be stimulated and nurtured. The team spirit of the Intercontinental always take some interesting forms to enable employees to create a love of the post, consciously understand the industry knowledge and information, expand self-development potential, and for the personal development of employees to provide life planning recommendations. Therefore, the Intercontinental learning atmosphere is the most rich.

Shangri-La is always offering a four-day paid-for-care course for new recruits. Every ordinary employee will have a 2-year period of promotion planning, higher than 4.5 times times the monthly salary of the year-end award, each employee has 20,000 yuan per year of medical expenses, female employees have 8000 yuan maternity leave subsidy, 2 million yuan per year staff activities budget and so on ... A series of loving measures cover almost all the comforts that an employee needs throughout his or her life.

These are the real enterprise culture that really is being implemented. I believe that everyone in this room has been thinking about how to enhance the enthusiasm of the staff and when to pay a salary increase ... But how many of these ideas have been put into practice? How determined are the companies to implement these measures?

Many times, the staff's departure is not because hates the hotel work, also is not the hotel salary to be unable to guarantee the food and clothing, but because he in this hotel enterprise, this team, this post does not have any sense of belonging, also is unable to seek the ego growth and the sublimation which he pursues!

There is no centripetal force, boulders also to become gravel, with centripetal force, dust can be piled into a mountain.

In China, the hotel restaurant staff turnover rate of at least 30%. The National Hotel tourism management institutions more than 1400, the number of fresh graduates more than 2 million, of which nearly 40% of the students in the job to give up the profession, the remaining students in the second year of work still remain in the industry only 20%. There are fewer people willing to join the industry and fewer people willing to stay in the industry.

Perhaps, we can not talk about the Chinese hotel restaurant business culture construction, but to reflect on the Chinese hotel catering enterprises whether there is a corporate culture. Marriott is the most active, intercontinental best to learn, Shangri-La has the most love, Starwood home favorite Laugh ... We can easily tell the characteristics of a series of international hotels, but do not say any of the characteristics of a local brand, even the powerful central enterprises. The pioneering road of enterprise culture construction is especially difficult.

The submarine fishing turned out to be no premeditated war. Zhang Yong mentions "hands change fate" countless times, and he also uses this sentence to gather 6000 of people's heads. Almost all the bottom-trawling stores, is the attendant origin, this is an intangible incentive, it conveys the message is "You can do it"; Welcome staff to recommend relatives, friends, also welcome both husband and wife to join the seabed fishing, seabed fishing not only do not worry about the staff of the gang, but also for couples to provide a single room quarters; No staff can be based on the circumstances of the decision to exempt or gift ... These measures to think who will, but can do, dare not let go, is another thing. As Zhang Yong said, "The reason everyone knows, do not do to get the problem." He just "did it and did it".

In fact, whether it is the International Union or the local brand, there is no difference in doing things, the real difference is in attitude. I think, for China's hospitality industry in the pioneering road of human resources management, I just want to say a word, we do not lack the dreamer, only the doer.

Whether Hilton or 7-day chain, in the process of corporate culture construction, will encounter "how to carry out corporate culture construction" this problem. At first, Hilton, Starwood, Four seasons and so on big brands did not realize that the construction of corporate culture needs to be carried out in the form of training, but with the Hilton Business Kingdom continues to expand, the staff is growing, corporate culture continues to enrich, traditional corporate culture transmission can not meet the needs of employees. The training was then put on the agenda.

My third key word is: training.

Nearly a decade after Hilton's launch of its own online learning platform, Hilton University, in 2011, China's hotel and catering industry has not escaped the "three rules" (the prescribed course, the stipulated time, the place) training of the cage; in all international brands will be training into the staff every moment of their careers, China's hospitality industry is still grappling with whether management needs training, and in Shangri-La's four-day pay-for-care course warms new staff hours, and many of the country's hotel entry training remains in the hotel, explaining the staff handbook. What's the contrast?

Let's look at the comparison between Chinese and foreign training time:

At Marriott, each employee has 15 minutes of training each day, the manager must have 40 hours of training every year, and the average employee usually has 20-30 hours of intensive training time.

At the Ritz-Carlton, every employee who enters management has to undergo 250-310-hour training during his first year in office, and the new employee's pre-service training cycle is typically 21 days, known as the "21-day training certification".

In China, training is limited to staff pre-job training, the average training time of not more than 3 days.

With the "Countdown 7th" training in Liga Carlton, the Westin has added new ideas to the training, while in the country, training or training, ten years ago and ten years later, nothing has changed.

I think that the simple company system, job training, skills training, rigid, monotonous and boring, and the results are very little. I think that such training can not be called the transmission of corporate culture tools, should be abandoned by any modern enterprise.

I believe that as long as the heart, the most boring training can be wonderful. Our first, is specialized in the hospitality industry education and training, I would like to invite you to take a look at our training open class, perhaps, everyone here will recognize I said "training can also be wonderful"!

This is the course that we have developed after the localization of the International brand Hotel training model. We firmly believe that "easy to learn" to "work happily", only in this way, the enterprise atmosphere to live, corporate culture can be built. Of course, this is just a small demonstration of our training courses, more interesting, more effective training courses we still have a lot, and we will not stop the pace of curriculum development.

Today, the local hotel catering industry human resources management can not avoid internationalization, international brand hotel is also unavoidable localization of the entry. One of the biggest beneficiaries is the Chinese hotel people. Because, the exchange broadens the vision, breaks the stereotype, guides the idea change.

I hope that the Chinese hotel people can really go out to see, look at the international brand of mission shaping, corporate culture and training is how to carry out, "take its essence, to its dross", and seriously practice, research, research and development. Only in this way, China's hotel catering industry human Resources Management of the pioneering road can really positive success, and to develop a suitable for local hotel catering business development Management Road out.

Chairman Mao said "confident life 200 years, when currents 3,000". China's reform and opening up 30 years to create the United States to spend more than 200 years to produce the miracle, why China's hotel catering industry can not catch up with the International hotel in the past century hit the achievements? Sincere, mountains ", let us work together to pioneer!"