我国的民营酒店，和其他的民营企业一样，由于家族式管理色彩浓厚，作为职业的总经理，面临着比国有酒店老总更为“艰难”的管理环境，他们在日常工作中所要付出的精力和努力要多出几倍。在这样的环境中，他们的所思，所想还有体会是什么呢？为此，我们对一位在民营酒店任职的总经理进行一次采访。
我：x经理您好，我们了解到您曾在一个城市较发达的地区管理过酒店，想必一定有很多心得体会。能否先告诉我们，在民营酒店工作，总的体会是什么？
总经理：简单的说，在民营企业尚未形成规范的现代企业管理制度的情况下，作为总经理往往处于一种尴尬的境地。不仅要饱尝非规范管理体制带来的困扰，还要面对业主管理意识的落后。既要在业主给定的框架下对酒店实施有效的管理，提高服务质量，满足客户需求，又要在有限的管理职权下，最大限度的提高员工的积极性。这就像是在戴着手铐和脚镣跳舞，可以想象，那是怎么也跳不出优美的舞姿的。
我：那么根据您的观察，目前民营酒店在企业发展战略上主要存在着哪些问题？
总经理：我认为民营酒店由于业主个人素质和管理体制上的原因，同时更由于缺乏合格、成熟的酒店管理专业人才，在企业发展战略上主要存在着下面几个问题：1.缺乏品牌意识。2.市场定位不明确。3.没有企业的发展规划。4.用人机制和观念上的差异，未能将看做是一种资源而有效利用。5.酒店建设上的盲目贪大和求高。 我：看来民营酒店存在着诸多问题，有些问题可能还是短时间内难以改变的。从您的角度看，您认为民营酒店的发展前景如何？
总经理：说到发展前景，民营酒店其实还是有自己的优势的，这种优势即是区别于国有企业的经营机制和市场反应灵活的特点以及用人体制上的灵活性。所以民营酒店只要能够充分、正确地利用和发挥这些竞争优势，其发展前景将远远超过国有企业。反之，就会被市场经济的滚滚浪潮冲的支离破碎，甚至无影无踪。
我：那你认为民营酒店在发展中最大的困难是什么呢？
总经理：民营企业的发展，难就难在改变落后的，家族化的管理方式和做法，找到一种适合自己企业、适合市场经济环境且贴近现代企业管理方式的管理模式。而民营业主传统的经营观念和落后的管理意识，也是酒店发展中最难逾越的一大障碍。
我：说到用人方面，一个人的能力对一个企业起了至关重要的作用，但同时学历也是不容忽视的。那究竟是学历重要还是能力重要呢？
总经理：在一定程度上来说，学历和能力是成正比的。学历是追求事业进步上的敲门砖，重要性不言而喻，在餐饮企业此种情况更加明显。能力则是事业上升的重要奠基，重要性有过之而无不及。能力学历不兼备的人充其量是“跛脚”人才，职场上极易触礁。
我：总经理是一个管理型的职业，您认为在酒店管理中最重要的是哪方面呢？
总经理：酒店是一个相互联系着的整体，有很多的任务和工作，不是某一个人、某一个部门能完成的，通常都是整个团队协作完成。 所以，作为一个管理者最重要的是具备团队意识和全局观念。要取得上级的支持，能为上级排忧解难；另外，还要取得下级的配合，让下属尽心尽力地做好各项工作。
我：您日常的工作内容都有什么呢？
总经理：作为经理需要做的工作有很多，并不只是指挥下属那么简单。例如酒店里的大客户的预订，策划大型宴会，每季菜式的推广，介绍给客人的优惠活动，还要处理一些客户的投诉的建议等，要保证酒店的运营和纪律。
我：经理在一个企业发展中，扮演着非常重要的角色，很多人对这个职位也是趋之若鹜，您认为作为经理需要在学历、经验、技术方面需要具备哪几点？
总经理：要想成为一名优秀的经理，我认为首先要有责任心和积极的工作态度。根据岗位看是否注重学历，经理至少要在大专以上。着重具备一定经验历练，例如临场的随机应变能力、管理协调能力、专业知识熟练度等。当然还需要熟悉各部门业务。 我：请问贵酒店的经验理念是什么呢？ 总经理：以服务为基础，经营管理以人为本，以品牌为核心，以市场为导向，以学习为动力 ，创建新特的经营模式，培养核心竞争力，确立市场的自身形象，实行创新效益与奖励相结合。 我：听了您上述所谈到的情况，使我体会到了在中国特有的传统文化和经济条件下作为一名经理的艰难。但是，我相信，正是你们的努力，将会成为民营企业改变管理观念、实行现代企业管理制度的推动力量。在民营酒店走向现代化企业管理的历程中，会留下你们这一代人的足迹的。最后，您能否对自己的同行们说几句话。
总经理：经理作为一个管理者，完全依靠个人的智慧、知识、品德、能力和经验在为酒店和业主服务，为业主创造价值，同时，在这一过程中也使自己的个人价值得以实现。作为酒店管理的经理，如果缺乏如饥似渴的学习欲望，满足于现有的知识和经验，是跟不上时代前进步伐的，也是注定要落后的。酒店是一个多学科、多专业，资金、技术、人才、知识均密集的行业，要通过酒店管理工作实践的不断磨炼，来全面提高自己的专业管理水平与统筹、驾驭、运作企业的能力，努力使自己成为酒店管理的行家。
China\'s private hotel, and other private enterprises, as a result of family management and strong, as the general manager of the occupation, faces than state-owned hotel managers more \"difficult\" management of the environment, in their daily work to pay attention and effort to many times.In this environment, they think, think and experience what?To this end, we in a private hotel served as general manager for an interview.
I: x Manager, Hello, we understand that you have ever been in a more developed area of city management the hotel, must have a lot of experience.Can you tell us, in a private hotel work, total experience is what?
General manager: simply put, the private enterprise has not yet formed a standardized modern enterprise management system, as the general manager, often in a dilemma.Not only to have a standardized management system problems, but also face the owner management consciousne behind.Both in the given frame of the hotel the implementation of effective management, improve service quality, meet customer demand, but also in a limited management office, the maximum improve the staff\'s enthusiasm.This is just like handcuffs and leg irons and dancing, as you can imagine, that is how to jump out of a beautiful dance.
I: so according to your observation, currently a private hotel in the enterprise development strategy main existing what problem? Manager: I think private hotel due to owners of personal quality and management the reason on system, but also because of the lack of qualified, mature hotel management profeionals, in the enterprise development strategy mainly exist the following problems: 1 the lack of brand consciousne.2 market orientation is not clear.3 no enterprise development planning.4 employment mechanism and the difference on the idea, not as a kind of resources and effective utilization.5 hotel construction on the big blind corruption and high.
I: it seems that a private hotel with a lot of problems, some problems may still hard inside short time change.From your perspective, you think private hotel development foreground how?
General manager: when it comes to development foreground, private hotel actually has its own advantage, this advantage that is different from the management mechanism of state-owned company and market reaction and flexible features and flexibility of human body system.So as to fully private hotel, correctly use and give full play to the competition advantage, its development prospects will be far more than the state-owned enterprises.Conversely, will be the market economy billow wave impulse even be reduced to fragments, not the least trace was found.
I: what do you think the private hotel in the development of the greatest difficulty is what?
General manager: the development of private enterprises, the difficulty in changing the backward, the family managing mode and practice, to find a suitable for their own corporate, suitable for the market economy environment and close to the modern enterprise management mode of management.While the civilian sector management in traditional and backward management consciousne, the development of the hotel is also the most difficult one big obstacle.
I: when it comes to anyone, the ability of a person to an enterprise plays an important role, but at the same time, education can not be ignored.Whether it is important or important academic ability?
General manager: to a certain extent, degree and the capacity is proportional to the.Education is the cause of the pursuit of progre on astepping-stone to succe, importance is self-evident, this situation is more obvious in the catering enterprises.Ability is the important foundation of the importance of the cause of the rise, go beyond.Ability education does not have person is at best \"lame\" talent, career easily on the rocks.
I: general manager is a management occupation, you believe in hotel management is the most important of which respect?
General manager: hotel is a unitary whole, many of the tasks and work, not a person, a particular department can be completed, is usually the whole team to complete.So, as a management the most important thing is to have the consciousne of team and the overall concept.To achieve higher levels of support, can provide superior exclude the difficulty and anxiety; in addition, but also achieve lower tie, make all-out efforts to do a good job in the work of subordinates. I: your daily job content is what?
General manager: as a manager need to do a lot of work, not only the command subordinate so simple.For example, hotel customers booking, planning large-scale banquet dishes, quarterly promotion, introduced to the guests the preferential activity, but also deal with complaints from some customers advice, to ensure that the hotel operators and discipline.I: the manager in an enterprise development, plays a very important role, many people on this post also scramble for, you think of as in need of manager qualifications, experience, technology needs to have which a few?
General manager: to become an excellent manager, I think first of all have a sense of responsibility and positive work attitude.According to the post to see whether the attention degree, the manager should at least in college.Mainly to have certain experience experience, such as the ability to adjust to changing circumstances, spot management and coordination ability, profeional knowledge and proficiency.Of course, also need to be familiar with busine departments.
I: what is your hotel experience is the concept of what?
General manager: to serve as the basis of management, people-oriented, to brand as the core, take the market as the guidance, in order to learn for power, creating new management mode, to cultivate the core competitivene, the establishment of the market\'s own image, execute innovation benefits with the combination of rewards.
I: listening to your above mentioned situation, I realized the unique in China\'s traditional culture and economic conditions as a manager of clostridium.However, I believe, it is your efforts, will become a private enterprise change management concepts, the implementation of modern enterprise management system of driving force.In a private hotel to the modernization of enterprise management proce, will leave your generation footprint.Finally, you can make to their colleagues say a few words.
General manager: manager, as a manager, relying entirely on the personal wisdom, knowledge, moral character, ability and experience in hotel and the owners of service, for the owners to create value, at the same time, in the proce also to realize personal value.As a hotel manager, if lack of be like hunger and thirst to desire to learn, to satisfy the needs of the existing knowledge and experience, is not keep up with the pace of the times, it is doomed to lag behind.The hotel is a multidisciplinary, profeional, financial, technical, personnel, knowledge intensive industry, through the hotel management practice of continuous training, to improve their own level of profeional management and overall control, operation, the ability of the enterprise, and strive to become wine shop management expert.
