The business philosophy of the hotel and catering industry is to correctly handle the relationship between hotel management and the external environment, and to guide the hotel and catering industry to carry out various business activities.

The business philosophy of the hotel and catering industry mainly includes the following four aspects.

1. Service concept

1. Service concepts of hotel and catering industry managers.

The service concept of hotel and catering industry managers means that managers must have the desire and awareness to provide satisfactory services to the hotel's service objects. The service objects of the hotel and catering industry include both internal hotel employees and external customers, as well as investors and middlemen. Hotel managers must have the following service concepts:

1. The concept of serving investors ;

2. The concept of serving customers;

3. The concept of serving employees.

2． Service concepts of service staff in the hotel and catering industry.

The service concepts of service staff in the hotel and catering industry are mainly reflected in:

1. The concept of "customer first";

2. The concept of personalized service;

3.Customer service interaction concept;

4.Customer value concept.

One day, a table of guests were drinking and talking. When the first hot dish was served, it tasted a bit salty, but the guests said nothing. The second dish was still a bit salty when it was served. The guest asked the waiter if the dish could be lighter. The waiter agreed but did not notify the kitchen immediately. When the third dish was served it was still very salty. The guest was very unhappy and asked the waiter for the dish. Why is it still so salty and I made a complaint.

Because everyone has different tastes, they have different requirements for the saltiness of the dishes. At the same time, due to the chef's operation problems, the saltiness of the dishes may also be different. Regardless of the reason, as long as the guest requests it, the restaurant and kitchen should immediately make adjustments according to the guest's taste requirements.

2. Humanistic Concept

The humanistic concept in hotel and catering industry operations is mainly reflected in the following aspects.

1. Human operations concept.

All activities in the hotel and catering industry are for people. The hotel and catering industry exists and produces for people's needs. The hotel and catering industry is mainly composed of people. It relies on people to carry out production and business activities, and it also produces for people's needs.

2． Humanistic management thinking.

The essence of hotel and catering industry management is the management and operation of people. In the service production and sales of the hotel and catering industry, people (hotel employees) are the only production factors that can be combined with capital and all production tools; in the service operation of the hotel, people (customers) are the service objects of the hotel, and the hotel The service products of the catering industry are set up and produced according to their needs. From the perspective of service interaction, they are also production factors. Therefore, hotel management and operations should give top priority to people's management and operation, communicate, coordinate and manage the people involved in service operations, respect people's physiological and psychological needs and the laws of their occurrence and development, and do their best to It can meet the legitimate material and cultural needs of customers and hotel employees, mobilize and stimulate the initiative and enthusiasm of hotel employees in service, provide high-quality service products for hotel and catering industry consumers, and achieve the purpose of hotel and catering industry operation and management.

3. Human capital concept.

Manpower is the most important resource and wealth in the hotel and catering industry. The main driving force and decisive factor of modern social and economic growth is human capital. Education, training, technology promotion and other knowledge-based methods and means are the key to forming human capital in the hotel and catering industry. The level of human capital is measured by the degree of education. The hotel and catering industry must implement talent strategies including the discovery, selection, training, recruitment, and retention of talents and give full play to the role of talents in order to achieve the management purpose of improving service quality.

4. Everyone thinks.

The realization of the business goals of the hotel and catering industry must rely on the efforts of all hotel employees. The all-employee mentality emphasizes giving full play to the enthusiasm and creativity of all employees, promoting the improvement of hotel service efficiency and achieving quality assurance through employees' work enthusiasm. All-employee thinking is the embodiment of humanistic management thinking.

Unmotivated employees will be absent from work for no reason, change jobs, and worse, the hotel's service quality will be low.

Daryl Harry Leonard, CEO of Hyatt Hotels Group, believes that the responsibility for motivating employees lies mainly with managers:

“If I talk about my career in the service industry over the past 27 years, If there's one thing to learn, it's to realize that 99% of employees want to do a good job. How well they perform is a reflection of their employer's behavior. When employees are dissatisfied with their jobs, intentional absenteeism increases and productivity increases. It will decrease, the quality of work will deteriorate, and the turnover rate will increase. "Harry Leonardo believes that as a hotel manager, we should explore motivation theory and strive to build a high-performance work team.

5. Hotel and catering industry culture and values.

The basic means to realize the humanistic management concept is to cultivate hotel culture. Hotel culture emphasizes the same beliefs, values, goals and ideals of hotel employees, the same hotel style and hotel image, etc. Hotel culture considers people as the first factor, and strives to change people's concepts through different methods, mobilize people's enthusiasm, and realize the transformation from economic man to social man to cultural man.

3. Concept of competition

In the context of increasing globalization, internationalization and integration of economic development, the degree of interdependence between countries and regions is deepening day by day, and the hotel and catering industry has a greater impact on the market. The degree of dependence on suppliers, customers and competitors in the hotel industry is also increasing. The traditional pattern of isolated operations in the hotel and catering industry has been broken. The hotel and catering industry can no longer gain strong competitiveness by relying on a single operation and service. The interaction and mutual influence between hotels and hotels, hotels and customers, hotels and suppliers, and hotels and other related groups are becoming increasingly close, and they have entered a transition from isolated production to collaborative management, from product-based to relationship-based, and from independent development to interactive cooperation. An era in which competition and cooperation coexist.

Competition among the hotel and catering industries is a manifestation of the essential characteristics of the market economy and an inevitable market behavior. The hotel and catering industry is in an open market environment composed of competitors, customers, and suppliers. They must rely on their respective advantages to obtain profits and survive and develop. In order to compete for market share, hotels will have conflicts with competitors; in order to obtain more profits, hotels will have conflicts with customers in bargaining; in order to reduce the cost of products, hotels will have disputes with suppliers. What's more, due to the influence of information asymmetry and opportunistic behavior, moral hazard and self-interested behavior among hotels often lead to one party to gain short-term benefits at the expense of others. The final result of the price competition triggered by the competition for market share is a "lose-lose" for the hotel. Therefore, the competition concept focuses on the win-win effect of market competition and values ??partnerships in competition. The win-win and cooperation emphasized by the competition concept are reflected in the following aspects.

1. Two-way reciprocity between service subject and object.

The competition concept of the hotel and catering industry believes that the service transaction between the hotel and the customer should be a two-way reciprocal process, in which both parties can gain certain benefits - the hotel gains profits and reputation, and the customers receive satisfaction, benefits and values. Therefore, in the operation of the hotel and catering industry, hotels must consider how to bring good psychological feelings and experiences to customers during operations, so that customers can obtain the satisfaction, benefits and value of hotel consumption while creating profits and reputation for the hotel. In the transaction of hotel service products, customers use feelings and emotional levers as criteria to measure the price, value and attractiveness of the hotel service products. Therefore, in addition to paying attention to the price and value of the service products provided, the hotel and catering industry should also pay attention to the spiritual needs and psychological feelings of customers, and give customers a sense of satisfaction with their consumption. In this way, the hotel catering industry and customers can realize their respective needs and interests and obtain two-way reciprocity.

One day, several guests went to a Western restaurant to dine. After being seated, the guest told the waiter that it was his first time eating Western food and could he help introduce it.

The restaurant waiter Xiao Zhong enthusiastically introduced the guests in detail from appetizers, soups, salads, main dishes to desserts, and recommended some foods suitable for Chinese tastes so that the guests could enjoy both Authentic Western food without wasting money by ordering too many dishes. At the same time, Xiao Zhong also took the initiative to introduce the etiquette and common sense of eating Western food to the guests. After the meal, the guest was very grateful and said to Xiao Zhong, "Not only did we eat delicious Western food today, but we also learned about Western dining etiquette. It was a great harvest. Your service was very good. We will come here to dine again next time."

2． Healthy cooperation with competitors.

The competition concept of the hotel and catering industry advocates that hotels must know how to properly combine their core capabilities and technical expertise with other favorable competitive resources to make up for their own shortcomings and limitations and gain greater competitive advantage. The hotel and catering industry should establish healthy cooperative relationships with competitors, customers, suppliers, etc. to achieve a win-win effect of mutual benefit.

Cooperation between the hotel and catering industry and competitors is a mutually beneficial process, and the competitiveness of both parties can be enhanced. The cooperating parties can make full use of the advantages of complementary resources, jointly develop new products, jointly organize and carry out service projects and activities; transfer market information to each other, exchange customer sources and business information, and formulate mutually restrictive terms and conditions *Abide by the contract and join hands to resist unfair competition.

3. Supplier partnerships and back-support.

The operation of the hotel and catering industry is not only related to consumers and competitors, but is also restricted by suppliers to a certain extent. As the upstream party in the hotel product chain, suppliers not only provide products to hotels, but also affect the production, sales and provision of hotel service products. As a hotel's partner, the supplier's supply price, supply capacity, and supply quality directly affect the price, service speed, service efficiency, and service quality of the hotel's service products. Therefore, the hotel and catering industry should form a community of interests and partnerships with suppliers and provide reverse support and services to suppliers.

IV. Innovation Concept

Business innovation in the hotel and catering industry refers to the continuous improvement, improvement, and production of hotel service product production systems under the guidance of market demand and hotel business objectives. The process of innovation. The needs of hotel customers are always changing, and scientific innovation is also driving the creation of new products, new demands, and changes in new product production and demand patterns. For the hotel and catering industry to develop sustainably, it must innovate according to the needs of the consumer market. Therefore, the innovative concept of hotel and catering industry management emphasizes that the hotel service organization form and hotel service production action system must be continuously innovated according to the hotel development strategy, business goals and action practices to ensure the sustainable development of the hotel.

From the perspective of innovation, innovation in the hotel and catering industry includes not only overall and systematic innovation, but also individual and partial innovation in service production and management links. From the perspective of innovation content, innovation in the hotel and catering industry can be divided into concept innovation, technological innovation, product innovation, market innovation and service management innovation. Among them, concept innovation is the forerunner of all innovations, technological innovation is the driving force and support of other innovations, product innovation is the ultimate goal of hotel innovation, and product innovation requires market innovation to provide a stage for realizing value, and service management innovation is the foundation of the innovation system. , hotels operating under the market economy system can only achieve organic, dynamic and coordinated development of various innovations through management innovation.