酒店管理培训心得

首先感谢集团领导及本店领导组织给我一个良好的学习机会，于5月x日参加了在万狮京华（维景国际）大酒店的培训。

在此期间，学习时间虽然很短，但我感觉确实是受了很大的启发，受益匪浅，既开阔了眼界又增强了信心，以下是本人的体会和心得。

一、企业环境的营造

学习期间万狮京华人事部经理带领我们参观了酒店的总统豪华套房、商务标间、女式房等，酒店规划别具匠心，尽显尊贵高雅。201间装修豪华、宽敞舒适的客房，品味出众的室内布置，一应俱全的客房设备设施加上人性关怀的服务必为宾客的居停创造完美效果。

装饰考究、雅致谧静的行政楼层，提供了宾客所需求的个性化服务。17间华贵绮丽的中餐贵宾包厢及格调清幽的散座大厅，典雅清新的西餐厅，朝气蓬勃的动感酒吧，气派豪迈的宴会厅及功能齐全的会议室再配以巧手烹制的创新美食，加上专业体贴的服务，定能为宾客提供时尚餐饮新享受。酒店专设健身房、全天候室内游泳池、丽花皇宫夜总会、芬兰湾桑拿洗浴中心等缤纷多彩的休闲娱乐设施，辅以细致入微的专业服务，定能为宾客的下榻带来全新体验。

二、企业的精神文化

企业精神是企业文化的核心和灵魂。来到万狮，穿梭于电梯里、餐厅道、员工活动室……满意、服务与微笑、速度、诚意是他们的理念，特别是他们的员工餐厅有这样两句话：“注重细节，提升服务。加强巩固，提升服务”。万狮的员工热爱酒店，关爱客人，体现了酒店宗旨，管理注重细节，体现了一种独特的经营方式。万狮将“人无我有、人有我优、人优我特、人特我变”，的精神文化体现的

淋漓尽致。

三、企业的管理

企业管理要满足顾客，实现营销目标，不能孤立只是考虑某一因素和手段，必须从目标市场需求和营销环境特点出发。通过与各位同仁的交流学习，我有所领悟：

1、环境营造对消费环境不断创新，要有严谨、细致、敬业、专业的理念。

就像万狮的员工餐厅管理，天天处理、天天清扫、天天规范、天天检查、天天改进，每个岗位都有责任人，相互监督、督促，这种严谨的工作作风，足以营造出良好的消费环境。

2、市场营造“心有多大、市场就有多大”把蛋糕观念变成面团观念，主动征求来自各方面的意见和需求，通过座谈、听取意见、沟通信息来和客户联络感情，借用顾客的言语为酒店做免费的宣传广告，为企业开拓更广阔的客户市场。

四、企业信誉的提升

“金奖银奖不如顾客的夸奖，金杯银杯不如顾客的口碑”一个企业成功的标志不仅在于它的知名度有多高，更在于顾客对酒店的美誉度有多高，和对客户企业忠诚度的培育。在万狮，我体验到了万狮员工为此付出相当大的努力，始终保持将自己最优秀的产品和服务展现在顾客而前，给顾客意外的惊喜和物超所值的感受。

通过这次学习，让我对酒店管理培训有了更深刻的认识，真正感受到了酒店的活力与魅力，也学到了万狮的一种严谨、细致、敬业、专业的服务理念，在今后的工作当中，我将通过此次学习所得进一步提升自己，不断创新将其运用到实际工作中，真正做到让我们酒店的经济效益、品牌效益能再创新高。

 

第二篇：酒店管理培训心得体会

Management of special acknowledgment hotel grooms the layer gives me a good study chance, in May Xx attended to be organized by bureau of Xx city tourism “ management of contemporary hotel sale and innovation “ groom. Although study time is very short, but I feel was to suffer very big inspiration really, benefit a lot. One, study content overview: The main content that learns this is 3 respects: Hotel sale mode and the satisfaction of politic, sale idea innovation, follow guest are spent. 1, 4 phase of hotel sale mode are to pass hotel major to the person passes personage and all hotel to run actually slowly and get promotion: The first phase is the application of 4p: Namely the combination of the product, combination of the price, combination of the place, combination of sales promotion, this combination characteristic is: ① is had can accuse gender, ② dynamic sex, ③ to have integral sex. The 2nd phase is the application of 4c: Namely: Enterprise of consumer, cost, convenience, communication; is all the branch is a service when at customer interest collective job, its are integral sale as a result, its meaning emphasizes the associated sex between all sorts of element namely, ask they become unified organism, 4c is the sale combination that aggrandizement asks to be a center with consumer. The 3rd phase is the application of 4s: Namely: Satisfactory, service and smile, speed, sincerity, the sale strategy of 4s emphasizes asking to set out from consumer, the sale that builds “ consumer to have ” is oriented, fixed the evaluation of satisfactory to hotel product, service, brand and omnibus consumer index and improve. The 4th phase is the organic union application of 4pcs: The market sale that is a center with the hotel namely manages a concept, it is central idea, social sale idea with consumer. The sale management concept of 4pcs its core is to want to handling good business, client and society correctly 3 person the interest between concerns, achieve company goal finally. So hotel management should satisfy a customer, achieve sale goal, cannot isolating is consideration some element and method only, must need characteristic of environment of sale of sue for peace to set out from target market, groom according to hotel management characteristic, resource and advantage use all sorts of market sale methods integratedly, form the market sale strategy of unified form a complete set, made play whole benefit, strive for optimal effect. 2, sale idea innovates: Its cent is nine respect content: The 4r sale law, classification of the brand, do do the process that making choice high is an option market greatly, know again to managing what groom with hotel management, market sale and sale, right the reflection of thematic hotel and thematic product, build client platform and network sale, . Hotel sale came here to go up again a step, emphasize the element of client —— person, pay attention to the to the client consideration in sale process, the maintenance that the client concerns, manufacturing process and consumptive process must be this ” to be a principle with the person with “ , according to characteristic of both sides of buyer seller’s market and demand, adjust ceaselessly, the product with new lay off of creation, plan, achieve ultimate goal. 3, the satisfaction of follow guest spends: The responsibility of employee, administrative responsibility, feel when you with high level wine management grooms whether had when inn has difference, you found the problem that appears easily. Employee should have deep love for a hotel, care guest, embody hotel purpose, management should pay attention to detail, “ quantifies ” standard, expensive ” holds to in “ , find difference, reflect oneself distinguishing feature, want “ person to have without me, the person has my actor, person actor the person is my spy, special I change ” . 2, the content that learns according to us, shallow when to talk about oneself idea: 1, the first sensation that grooms to hotel management with containing employee and guest

visitor originally artificially is absolutely and main, this basically relies on two respects to reflect: Hotel characteristic reachs employee quality. As the hotel every employee should regard him as company image represents a person, figure good body, easy, dignified, every post wants major, class having a bit serves a standard, the requirement has deep love for guest of hotel, care, it is a center with the guest, make the guest produces credit, satisfaction to the hotel, the regulations system of the hotel needs to be made according to guest demand adjust accordingly, is not to want a client to get used to the system that abides a hotel, want to be a center with consumer, make big market with small product. 2, hotel 5 important build (1) product builds the new product that should “ develops him the first times, the management idea of the first old product “ that washs out oneself. (2) environment builds ceaseless to consuming an environment innovation, want to “ has new idea every day, month in and month out has the guiding ideology that enrols “ newly. (3) market builds “ heart to have how old, market how old ” turns cake concept into dough concept, we should ask for the opinion that comes from each respect and demand actively, through have an informal discussion, listen to opinion, communication information to mix client contact feeling, the utterance that uses a client makes free advertisement for the hotel, develop broader client market for us. (Of 4) public praise those who build silver-colored award of “ gold prize to be inferior to a client is complimentary, golden cup silver cup is inferior to the client’s public praise”What the mark with a successful company depends on it not only is famous degree have many tall, more be opposite at the client the beauty of the hotel praise degree have many tall, breed with what spend to client company loyalty, so we must give quite great effort for this, must maintain from beginning to end oneself the most outstanding product and service are shown in the client and before, to the client accident surprise and content exceed the feeling of a value. (5) brand builds the activator that the brand is hotel development and aeriform capital, be live this, we should have bearing to decide a product, the product decides inn tastes “ 3 taste syncretic ” to manage a concept, from increase staff integrated quality grabs, those who build science groom teach and guide a mechanism, make realize the value that maintains hotel brand each, realising everybody is the one part of hotel brand connotation. 3, “ is managed should thematic product wants to have distinguishing feature”Careful and meticulous become fixed position of good market research, market, we are what kind of hotels, consumptive group is given priority to with what, what kind of product can just suit them? The lock decides our passenger source market, the market cannot confused, “ things of one kind come together, person with group cent ” is different of “ of hotel product make it, will special, new ” , groom from hotel management the change of the dress of characteristic, employee, commodity 3 respects begin, the concept that the hotel sells is “ meal is the window, guest room is ” of a ready source of money we are so OK from make characteristic meal be breach, drive hotel whole consumption and person energy of life, guest room is rental lead those who rely on all-around whole public house to run come motivate, of guest room transform need to accelerate a pace to take the place of, * of all previous classics year manage, the hardware establishment of our guest room needs to be adjusted immediately really, do the process that making choice greatly is an option market, begin to adjust from local district first, new clothes constructs a room or bag house price is inside 30% limits slow promotion, should give a visitor in order to choose leeway, let them can reflect ego, market sale needs to turn around guest demand, introduce the visitor first come, drive consumption with low product, much investment yields more, form benign loop,

contend for occupy the market to own share, in order to realize economic benefits the biggest change. Learn through this, let me groom to hotel management had deeper knowledge, experienced the vigor of the hotel and glamour truly, realize the art of hotel sale, true meaning and his value, between the job henceforth, the knowledge that my general learns through place handles hotel sale neatly in, accomplish the advisory give advice that is general manager managemant decision truly, it is the information center of hotel understanding market, it is the person carry out that the machinator that hotel figure publicizes, product sells, benefit of the economic benefits that lets our hotel, brand can innovate again tall.