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[Depth] The collapse of trust: a five-star hotel management vulnerability investigation
The five-star hotel's increased operating pressure, management talent gap, and lack of industry supervision have all contributed to the hotel's health black hole.
After a company called "Blueberry Assessment" announced the results of the five-star hotel sanitation test, the public opinion was stunned. Domestic distrust of the low-star hotel's sanitation environment is already a consensus, but before this incident, five-star hotels are still the industry benchmark, and people are willing to believe in five-star hotels, which is reassuring.
The evaluation results show that the five five-star hotels in Beijing, Beijing W Hotel, Beijing Sanlitun Intercontinental Hotel, Beijing Hilton Hotel, Beijing JW Marriott Hotel and Beijing Shangri-La Hotel, respectively, change the guest does not change sheets, do not brush the toilet, Do not wash the bathtub, do not clean the mug and other issues. Although the hotels involved subsequently responded, the assessment caused fierce controversy, and the hotel supervision departments in Beijing and Hangzhou conducted a large-scale inspection of hotel hygiene in September. Among them, the Hangzhou Health Department found that there was a management loophole in the room disinfection room of the Intercontinental Hotel and Marriott Hotel in Qianjiang New City. The disinfection water replacement record of Intercontinental Hotel remained in July.
"Rooms and bathrooms should be cleaned up once a day, bedding must be changed every guest, and supplies and consumables are fully supplemented" is the minimum standard that a five-star hotel needs to achieve. Regardless of the reasons why the hotel supporters do not provide representative results, an exaggerated market feedback is that the dirty sleeping bags, disposable toilet seats, bath covers, etc. on the Internet are popular. This incident seems to have caused people's trust in the five-star hotel to collapse.
Standard and execution
Cheng Ling, who works in a five-star hotel in the famous scenic spot in the central area, manages the hotel front desk and room cleaning staff. Their hotel has cleaned more than 200 rooms in the hotel through half of the full-time, half-employed room cleaning staff.
The new employee will try it for one month while training, and then every morning after the official job, it will take 15 minutes to review the standard and process of room cleaning. This international brand of five-star hotels is a huge global scale with uncompromising service standards and proven management.
The room cleaning SOP (standard working level) regulation is more like a robot operation program, involving the cleaning staff to lightly press the doorbell 3 times into the room, put the cleaning basket in the room, open the curtains to ingest the sun, and check whether the curtains can be used normally. Check the bulb and then in the step of making the bed, "put the removed duvet and pillow on the sofa, set the removed sheets aside and start making the bed."
In the cleaning process of the bathroom, it is required to take the garbage and dirty linen first, and then write out all the positions that need to be scrubbed, the toilet inner wall, the toilet seat cover, the toilet bottom, the toilet button, the glass cup, the surface pool, the drainage hole plug. , soap dish, marble counter, rubber stopper for bathtub, bathtub, shower head, drain hole
The cleaning staff at Chengling Hotel can change the linen quilt cover for up to 3 minutes. The average time for cleaning a room is between half an hour and 40 minutes. According to the 8-hour working time, each person can change about 12 rooms per day. However, during the summer season, these cleaning staff must be overloaded. If the cleaning time is normal, it will be difficult to complete the reception.
In order to ensure the quality of work, the hotel designed the foreman, floor supervisor, floor manager to comprehensively review the room, and then the administrative housekeeper checks the room system to prevent employees from taking the trouble.
The hotel has two managers and seven supervisors in order to ensure that every day there is a review of the supervisor and manager every day when the hotel goes to work from Tuesday to Saturday and rests on Tuesdays and Tuesdays. This may be a five-star hotel model with good management and stable management.
“How can a general hotel reach this level?†Yi Xin, who has worked in foreign brands and local five-star hotel brands in the past five years, said, “The cost of hiring a formal employee is at least 6,000 yuan, including basic salary and five risks. One gold.†And he learned that although every five-star hotel will have a fine room cleaning SOP, in order to achieve business targets, the hotel chooses to cut corners to shorten the time and increase the amount of reception.
Yi Xin told the interface news that in the peak season, the cleaning speed and turnover of the room department are directly linked, and the faster the room is restored, the more rooms can be sold, so many steps are omitted, including no change of sheets.
"Some high-quality guest rooms are very clean, and there are no obvious stains on the bedding. The staff in the room department may solve the problem by spraying water and speeding up." He said that this situation can only be avoided by continuous review, but in order to achieve business performance, Room cleaning and cutting corners are acquiesced by the managers of individual hotels.
This was also confirmed by another employee, Wang Li, who worked for two local five-star hotels. The two hotels he worked for had about 500 rooms and 700 rooms. He said that when the hotel received a large-scale tour group, the price of the room sold was low, and three or five hundred rooms were booked at a time. The next day, it was necessary to clean up the room and receive the next call. “In that case, the hotel room cleaning steps can save you money,†he said.
In normal times, room cleaning staff can make one more room and get one more commission. “Every big sister can make 4 to 10 yuan for each room according to the industry average.†Wang Li said that the room cleaning staff is “big sisterâ€, because the hotel room cleaning work is mostly for 30 or 40 years old. female.
In Wang Li’s eyes, these grassroots workers cannot risk losing their jobs and fines to violate management and cut corners, but in the atmosphere of the hotel’s overall pursuit of efficiency, it is likely to be “flexibleâ€.
This "workaround" includes seeing the bed that has not been passive, the big sisters will not clean and change the wash, and the bathroom that has not been passive will not be cleaned. "In a day or two, I can always meet the situation where the guest has opened the room and the elder sisters are used to it." Wang Li said that there are often guests who drink alcohol to the hotel to open a house, wake up and go home, or travel agencies, state-owned enterprises. More open the room and finally can not live.
If you encounter a special room, the progress of the cleaning staff will be greatly affected. For example, if you move the bed privately and throw the peanut shell on the ground, you need to clean it with a vacuum cleaner and clean the carpet. The cleaning takes 2 hours or even half a day. Wang Li had encountered vomiting and urinating on the stalls. In this case, the carpet needs to be washed again and dried, and the room will not be rented that day.
Many hotel frontline practitioners told the interface news that because the sheets are easily changed by the naked eye, and it is also the core of the hotel experience, it is unlikely that the hotel staff will be lazy and not change sheets, but the bathtub scrubbing, bathrobe replacement, and The use of room towels to scrub bathroom fixtures has occurred from time to time.
"Bathtubs, bathrobes, usually used by guests, sometimes used, when you go to clean, look dry, do not know if it is useless, do not replace and clean." Wang Li said. Yi Xin tells the interface news that the hotel will sort the scraps in different areas by color, but if the cleaning staff wipes the toilet with the guest's towel, the supervisor will not know when reviewing the room.
Increasing business pressure
Twenty years ago, the number of five-star hotels in China was less than one hundred. In the eyes of the people, these hotels represent the highest standards of the service industry, and the celebrity politicians who come and go make it seem mysterious and high-end. Even after the rise of popular consumption in hotels, five-star hotels still lead the fashion and life of local cities.
Open a five-star hotel, in accordance with domestic assessment standards, need to be "high-end" and "luxury" in decoration, at least provide 2 kinds of foreign language services, with high-grade matching furniture, within 15 seconds after opening the hot water tap, the water temperature must reach 46 °C to 51 ° C and so on. The profit of five-star hotels is also quite impressive in various hotels.
Similar to the development track of budget hotels in China, five-star hotels are also facing a decline in revenue while over-expansion. According to the report of the Supervision and Management Department of the National Tourism Administration, in 2011, 615 five-star hotels nationwide, each with a room income of 430 yuan, reached the peak in recent years. In 2015, 789 five-star hotels across the country, each room income fell to 369.84 yuan.
At the same time, from 1999 to 2016, the number of five-star hotels nationwide increased tenfold to 809, with the fastest growth period before 2010. Every two or three years, there is a climax in the growth of the number of five-star hotels. Industry research suggests that the GDP will rise by 1% and the hotel market will rise by 0.914%. According to statistics, since 1999, except for 2006, 2011, 2012, and 2014 to 2016, the growth rate of domestic five-star hotels in the remaining years has exceeded the growth rate of domestic GDP.
“The influx of capital has accelerated the disorderly development of the five-star hotel. In the past, the real estate developers invested in the hotel boom. The capital side built the hotel in order to get the land. The operator is not the management of the hotel industry, and does not understand the hotel operation, so as to bury hidden dangers in the future. In the past two years, because of the sluggish real estate, hot money has poured into the service industry,†said Xia Zifan, a consultant at Lausanne Hotel.
The overall supply exceeds demand, which adds to the survival pressure of the five-star hotel. Xia Zifan told the interface news, “The operating costs of five-star hotels have increased significantly in these years, including labor costs, rents, procurement costs, and even the improvement of the tax system, which has reduced the tax evasion and taxation space. These have brought operation to five-star hotels. pressure."
In terms of room cleaning, it includes labor costs, management costs, and replacement costs for materials. The case of China's high-star hotel (Guangzhou Garden Hotel 2015) provided by Zhao Huanyu, the chief consultant of Huamei Hotel, shows that labor costs account for 34.95% of the total cost of the hotel, of which 41.56% are front-line employees and 58.44% are management. Zhao Huanqi pointed out in the media interview that the cost of linen washing costs is not small. For example, Huasheng Group, which develops mid-end and budget hotels, has a daily net profit of nearly 12 yuan per room, and each set of cloth. The cost of grass washing is around 8 yuan.
The five-star hotel is also facing external pressure. On the one hand, the mid-end hotels that are increasingly pursuing individualization and high service standards are emerging, such as Aduo and the whole season; on the other hand, with the integration of resources of Tujia, the development of short-term rent and the development of Buddhism can be replaced. Accommodation options have increased, while boutique homestays in domestic homestays, such as Naked Valley and Shili Li, are equally competitive than five-star hotels.
In 2012, China implemented eight central regulations, opposed to luxury style, and brought some pain and turn to some five-star hotels. Yi Xin found that the high-end restaurant of the five-star hotel where he lived had a daily business of 300,000, and now it is up to three or five thousand; the most expensive price of the hotel moon cake is three or four thousand yuan, and now it is more than the Starbucks moon cake. Cheap. His five-star hotel, the original revenue is heavily dependent on food and beverage, and now has to transfer business pressure to the room.
The introduction of the eight regulations eliminated some speculative hotels and also pushed five-star hotels that were originally dependent on government relations to the market. The hotel's operations and services are closely linked: good revenue means sufficient manpower and stable service quality; poor management leads to difficulties in paying salaries, cost reductions everywhere, declining service quality, reduced passenger flow, and worse operating conditions.
“Now, whether it is a state-owned hotel, a private hotel or a foreign-brand hotel, we need to operate the hotel as a company, paying attention to the location, positioning, internal facilities and service management of the hotel.†Xia Zifan believes that the operation status of the five-star hotel can still In the past, the key lies in the doorway of business management.
Talent crisis and industry supervision
“I think the decline in the management level of the hotel is really serious. Because the hotel is developing too fast and the management talent is lacking, the combination of hotels and high-quality talents is in a derailed state.†A hotel operator in Hubei felt.
When visiting the hotel industry as the head of the office, Xia Zifan, a consultant at Lausanne Hotel, participated in the selection of hotel staff. The manager first asked the young men and women who were employed to take two steps to see if their height, image, smile, and posture were up to standard. When they approached and smelled again, if they were all satisfied, they were arranged to try out the work clothes. The clothes are only one set of large, medium and small, and they are beautifully dressed according to the standard body. The candidate then fills in the form and the manager decides whether to hire based on the resume.
"And now, the hotel industry can't wait to pull someone from anywhere to work." Xia Zifan said.
The overall supply of hotels exceeded demand, which led to a decline in industry returns and a decline in the attractiveness of hotel jobs. The data shows that the average income of employees in China's lodging industry has been the lowest runner-up in all walks of life for seven consecutive years. The 2016 average salary data released by the National Bureau of Statistics shows that among the non-private units, the national average annual income of the accommodation and catering industry is 64% of the national average, and 81% of the private sector.
During the work of Yixin in the five-star hotel, many of the room management personnel encountered came from low-star express hotels. "Their demands for work are not high in themselves, and they will be too indulgent. When they are inspected, they are just walking away. Everyone is not guilty." Yi Xin said.
“The service industry is hard, the status in people’s minds is not high, and the salary level of five-star hotels is now lacking in competitiveness. These have all made it difficult to recruit workers.†Xia Zifan said, “If you don’t pay attention to the training of hotel employees, there will be a Talents fault. Nowadays, 70 post-employees of the hotel, many people have experienced systematic training, rich grassroots experience, and relatively high quality. After 80, the rapid growth of five-star hotels and insufficient talents made them highly hired. After 90, it is more personalized and requires more systematic training."
Experienced managers can help five-star hotels better implement systems and improve efficiency. Xia Zifan, for example, said that as the hotel management, the health condition of the vacancy room can be checked by means of arresting, and the room that was drawn is checked with the foreman and supervisor. On the one hand, compared to the manager's own choice of the spot check room, the way to catch the shackles is more irregular, and can avoid the employees' luck; on the other hand, checking one with everyone, must be more than one person to check all the rooms. Careful and comprehensive. If the problem is checked, the leader class will be punished with the supervisor.
Zhao Huanyu, chief consultant of Huamei Hotel, also talked about how to deal with high-end hotel health black holes. Hotel management also requires supervision by industry associations, health departments, consumers and the media. In Switzerland, hotel hygiene is subject to “no notice of notification†to secretly test bacteria; in the United States there are hotels with advanced technology such as JW Marriott Santo Domingo via radio frequency identification, in 15,000 sheets and 2,000 staff uniforms The chip is implanted to implement inventory and division.
(Cheng Ling, Yi Xin, and Wang Li appear in the text are all pseudonyms)
Zheng Cuiying interface reporter
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