The best service model for restaurants and hotels

Chapter 7 Let employees realize their dreams (1)
Every employee has his own dream, correct guidance and help employees realize their dreams is what many companies should think about and pay attention to.Let every employee see that their future is bright, and let every employee believe that "my future is not a dream", which will bring powerful motivation to employees to work actively.

[-]. Let employees know how to use their hands to change their destiny

As we all know, Haidilao's cultural concept is "hands change destiny". The essence of "changing fate with both hands" is to let everyone see opportunities for promotion, and at the same time set an example to motivate employees to reflect the value of employees.So as to enhance enterprise value through service.This comes not only from the value expression of employees, but also from the attentive service of employees, so that customers can feel the value, and finally reflect the value of the enterprise.

It is the cultural concept of "changing destiny with both hands" that has attracted many employees to join Haidilao.Because every employee wants to succeed, every employee wants to develop, and every employee wants to grow.Then, Haidilao also uses its cultural concept to give every employee a platform, set an example for employees, and let employees change their destiny with their hands.

1.A good cultural concept allows employees to see the future
When communicating with Mr. Zhang Yong, many catering and hotel entrepreneurs will also question: "We give employees more money than Haidilao, but sometimes employees are still unwilling to stay. The loyalty of employees is not as loyal as that of Haidilao employees. So high, what is the reason?" Mr. Zhang Yong replied: "Because your positioning is wrong. Your goal is to make money, and employees work for you. If I were also in this position, I would not give employees so much power. This is actually what we call bold empowerment. However, if the company is positioned as a platform where everyone can change their own destiny through labor, it will be different. Because every employee can see their own development and see our own future.”

What kind of inspiration does Mr. Zhang Yong's words bring us?

Haidilao's cultural model includes the following three aspects:
First, the value of Haidilao - changing destiny with both hands.Haidilao is committed to establishing the value of changing destiny with both hands among employees, and changing destiny with both hands becomes a reality in Haidilao.

Second, the core concept of Haidilao - to create a fair and just working environment. "Since it is necessary to change the destiny with both hands, what can we provide for these employees working in our company? It is to create a fair and just working environment."

Third, the goal of Haidilao - to open Haidilao to the whole country. "Since your hands can change your destiny, our store will open to the whole country. Whether you are a new employee or an old employee, where is your next goal? Haidilao may open another store soon. Do you think you will grow into a supervisor, manager, or store manager? Long?” It can be seen that its cultural concept allows every employee to see the future, see hope, and see that hands can change destiny.

2.Think from the perspective of employees

Mr. Zhang Yong put forward the cultural model of "changing fate with both hands", is it altruistic or selfish?Is he thinking about this issue from the perspective of the enterprise, from the perspective of the employees, or from his own perspective?You will find that he uses altruism to think about this issue from the perspective of employees, so that every employee can create their own success on the fair and just platform of Haidilao.This is called "changing fate with both hands".

Mr. Zhang Yong's cultural demands are very similar to those of Chairman Mao.When Chairman Mao was conquering the country and starting a business, he also had a saying: beat the local tyrants, divide the land, and turn yourself into the master.This is to stand on the standpoint of the people, so that the common people can divide the land and eventually become the masters of the land.Mr. Zhang Yong's cultural thinking is to think about the fate of employees from the perspective of employees.

So, what is your corporate culture model?The cultural model of many enterprises is considered from the perspective of the enterprise, even from the perspective of the boss.Unity, innovation, heart, forge ahead, learning, the corporate culture of many companies is composed of these words.Enterprises always say "We must be united, we must forge ahead, and we must innovate." The key is that once you hang up these banners, do you think employees will really unite, forge ahead, and innovate?The current employees, especially those born in the 90s, are rebellious. If you ask them to innovate, they will not innovate. If you ask them to collaborate and unite, they will not unite.why?Because you define corporate culture from the perspective of the company.Haidilao's cultural model is defined from the perspective of employees.Letting everyone change their destiny with their hands is the core of Haidilao's cultural model.

[-]. Let employees see the hope of promotion

Every employee wants to grow and develop. How can employees see the future and see hope?Below I will combine the practices of some excellent catering and hotel companies, and put forward some personal opinions for your reference and reference.

1.Let employees find a role model for themselves

The power of role models is infinite.Enterprises should allow employees to set a good example for themselves, learn from each other at work, and encourage each other.Haidilao employees have many role models in their hearts.

For example, an employee named Xiao Ke from Beijing Wudian said: "When I first came to work in Haidilao, I couldn't get used to it for a while, so I told my teacher, Sister Xiao, that I didn't want to work anymore. She asked why, and I said I was not used to it. She said who just You didn’t get used to it at first, didn’t you listen to Sister Yang (Sister Yang refers to Haidilao’s Vice President Yang Xiaoli, Yang Xiaoli is also a role model for many Haidilao employees)? People are alive, but the environment is dead, it depends on how you feel To adapt to the environment. Remember Sister Yang's words, 'Gold shines everywhere. Doing things lies in persistence. Persistence is victory, and persistence is RMB. What is washed away is only sand, and what is left is gold'."

"Gold shines everywhere. Doing things lies in persistence. Persistence is victory. Persistence is RMB. Only sand is washed away, and gold is left behind." This sentence is very classic.I think that Haidilao can do so well today because of persistence; the employees of Haidilao can continue to develop together with the company, and it also comes from persistence.The employees of Haidilao work very hard, because Haidilao has customers queuing up every day, and the employees have a heavy workload, but only by persisting can they create benefits, create value, and create profits. Therefore, this sentence has given Haidilao employees a lot of motivation .

Later, did Xiao Ke leave or not?What did he think, what did he say?He said: "Sister Yang is my role model. I often tell myself, relying on the wall, the wall will fall; relying on people, people will run; relying on parents, parents will grow old; relying on myself is the best. Now I finally use my own hands Changed the fate." What Xiao Ke reiterated again is Haidilao's culture, so the corporate culture must be deeply rooted in the hearts of every employee.In other words, when every employee's daily behavior is practicing the corporate culture, this is the real cultural landing.Xiao Ke said: "I believe that there is justice in the world, and that hard work will eventually pay off. It is better to do what you say, and do what you want. So, I have persisted in Haidilao." It can be seen that the reason why many employees persist , It is because there is faith in the heart.

No matter how hard the employees are at Haidilao, they are willing to stay because of Haidilao's cultural philosophy, which allows them to see hope and the future.At the same time, because Haidilao has too many successful and excellent role models, employees believe that persistence is valuable, so that they can see their goals and future.It is precisely because employees have such persistence and have a role model in their hearts that they will go further and further, and the more they work, the more confident they will be.

Then, as a manager, the question you have to think about is, who is the role model in the hearts of employees?Can employees be motivated by role models, so that employees can see hope and future in the company?
Many catering and hotel companies carry out a lot of activities to build model and star every year, and also carry out various activities to select service ambassadors.Whether it is a service star or a service ambassador, from a certain point of view, they are all excellent employees in the enterprise.Therefore, can an activity be carried out in the enterprise - to find role models for employees.The activity can be called "Find a role model for yourself".Specifically, from the moment new employees arrive at the store, let them know: I can see the future when I walk into this enterprise.Now I have a good role model in my heart. I not only want to learn from him, but also continue to grow like him.Because as soon as I saw him, I remembered my goal and saw my future.

A few years ago, a company launched a campaign called "Looking for Role Models for the Post-80s Generation".I feel good.It published some articles about this activity in its own shop newspaper and magazine.Since every employee is looking for a role model for himself, every employee will write who his role model is.For example, "My role model Wang Hongxiu, thank you!" You can also carry out similar activities in your company to find a role model for employees.As the general manager or manager of the company, you can set up some excellent employees or excellent cadres in the company, so that every employee can see their own goals after seeing such an example.

The cultural model of Haidilao has directly affected its management model, and it has also affected many catering and hotel companies.The success of Haidilao comes from culture, because culture is its soul and core.Because Haidilao's cultural concept of "changing fate with both hands" is to stand in the perspective of employees, let every employee see the future and hope, and inspire one employee after another to change their destiny with their own hands.

An activity carried out by a certain enterprise--Find an example for yourself

Excellent service industries have such a promotion system: advocate "everyone can see the hope of promotion".Yuan Huaqiang, director of Haidilao, said: "We let new employees see hope after they come in. If he works hard, he can be promoted to foreman in three months, and then he can be promoted to duty manager, lobby manager, and even regional manager. .” That is to say, every new employee can see his future and opportunities for promotion from the moment he joins the company.He will know what kind of employee he will grow into after three months, and what kind of employee he will grow into after half a year, that is, he knows his position and goal.

Haidilao uses its cultural model - changing fate with both hands, so that every employee can see the future, see hope, and let every employee see opportunities for promotion.This is one of Haidilao's secrets of success.

Therefore, you have to reflect on what a new employee will see when he joins your company, and whether he can also see hope and the future.Can he also clearly know what kind of employee he will grow into after three months, what kind of employee he will grow into after half a year, and even what kind of promotion he will have after one or two years.

Many companies will motivate every employee by setting an example internally, so as to reflect the value of employees.There is a saying in Haidilao: Every employee wants to live with dignity.Many media will mention Yuan Huaqiang when interviewing Haidilao.As a director of Haidilao, he inspired one employee after another and became a role model for many Haidilao employees.

Let’s take a look at Yuan Huaqiang’s growth experience in Haidilao:

Born in the countryside of Yibin, Sichuan in 1980;

In 1999, went to Jianyang Haidilao as a dishwasher;

Was sent to the Xi'an store, started as a food delivery person, and worked in all types of work;

In March 2002, was promoted to be the store manager of Haidilao Jianyang head office;

Arrived in Zhengzhou in August 2002, opened the first Haidilao store in Zhengzhou in December;

In 2004, two stores have been opened in Zhengzhou;

Since July 2004, he has opened a store in Beijing and served as the regional manager;

In 2009, the company restructured, took part of the company's shares, and became the director of Haidilao Catering, with an annual salary of one million yuan.

Yuan Huaqiang joined Haidilao in 1999, and was promoted to the manager of Haidilao's Jianyang main store in just three years.Therefore, when Haidilao's trainers mentioned Yuan Huaqiang, they would definitely say: "President Yuan became the store manager in 3 years, so you outstanding employees, including many new employees, have a higher starting point than him now. Your first job is as a dishwasher, and you may be waiters right away. How soon do you want to grow up to be a manager, or even a store manager?" The employees were thinking: Mr. Yuan became the store manager in 3 years, and I think it took me 3 years. Half should be fine.In this way, every employee has a dream and a goal in his heart, so he has hope.This is motivating employees by example.

Yuan Huaqiang's growth experience has made Haidilao's new and old employees find a role model to learn from.Yuan Huaqiang does not have a college degree, and has grown up step by step through hard work and ingenuity.He became the regional manager and director of catering, all of which come from his hard work, so every employee will think: My starting point is higher than Mr. Yuan, my education may be higher than his, and my background may be higher than his Fortunately, I think I have the ability to do as well as him.

Haidilao motivates one employee after another by setting an example internally, allowing employees to see hope and the future.So, in your company, what kind of role models do excellent managers have, and can they be used to motivate your employees?I believe it is possible, and you can definitely dig out your corporate role models and let them create positive energy for the company.

2.Set up three employee "promotion lines"

The promotion channels of employees can be divided into three lines, namely, management line, technical line, and logistics line.

(1) Management line
The management line is the management channel of the enterprise.The management channel starts with new employees.After 3 months or more, a new employee will pass the assessment and become a qualified employee, and then be promoted to a first-level employee. It is possible to become a regional manager, a regional manager.This is the management promotion channel of the enterprise.

(2) Technical line
The technical line is the second line.In addition to managing channels, Haidilao also designed a career plan for technicians, called the technical line.As a new employee, you can continue to be promoted and become a qualified employee, a first-level employee, and an advanced employee.But at this time, you will find that there are only technical line management positions, and it is impossible for everyone to become a manager. Therefore, in their promotion channel design, Haidilao not only has advanced employees, pacesetter employees, but also model workers. There are also meritorious employees.Employees do not necessarily become managers, but they can also enjoy the treatment of managers.

In fact, there is not much difference between the treatment of Haidilao's meritorious employees and the store manager.In other words, although you are not a manager, if you are hired or promoted as a meritorious employee, your salary and benefits are almost the same as those of the store manager.Although you have no management authority or administrative power, you can enjoy relevant treatment.This greatly motivates Haidilao's technical employees.

(3) Logistics line
The logistics line is the third line.This line may be overlooked. This promotion channel is very similar to the technical promotion channel. It is also from new employees to qualified employees, then to first-level employees, and then to advanced employees, and then promoted step by step to become office workers or Cashier, then become accountant, purchase and so on.

Among these three lines, the management line is the main line.As a new employee, if you are continuously promoted in the management line, you will grow into a foreman, supervisor, etc.; if you are in the technical or logistics channel, although you may not necessarily become a manager, you will be promoted to a pacesetter or a model worker Wait, your treatment is almost the same as that of the store manager.Therefore, many technical and logistics employees of Haidilao have also been encouraged, and they have also seen hope and the future.It can be seen that Haidilao's multi-line promotion channel allows all employees to see hope and find their own goals, and feel very fair in their hearts.

(End of this chapter)