How does Sinopec understand deep service from listening to open source?

The beauty of life lies in its unpredictability, and the preciousness of time lies in that it always fades away quietly in the aftertaste ... whether you like it or not, it will never stop. Thus, two and a half days of training ended, leaving behind our understanding and profound thinking-inexhaustible precious wealth.

First of all, I would like to thank the leaders for providing us with this precious opportunity. Especially for Heyuan: due to the different management methods and operation modes, we have relatively few opportunities to exchange and learn with you. Through this training, we not only listened to the on-site guidance of leaders such as Secretary Gu and Director Xu, but also exchanged and shared with comrades in other units and teams. Through this process, we have a clearer understanding of the concept of the group and a deeper understanding of how to build a team.

Let me introduce my work first:

My team is a special team. I am the only one in the establishment, belonging to the hotel administration and personnel department. My job function is mainly to organize and supervise the training of the whole store. For me, this team building should be called team building. As one of the foundations of various management work, how to carry out training plays a very important role in the development of enterprises. From the team building training organized by the enterprise management department, we can see that the leaders of the center attach importance to the training work. Director Xu got off the train and personally went to the venue to organize supervision training. Secretary Gu, Director Guo and other central leaders personally took to the podium in spite of their busy schedules to teach us methods and share experiences. Under the leadership of the leaders, the students also worked hard, sacrificing their weekend breaks and gaining knowledge. It can be seen that how to carry out the training work mainly depends on whether the leaders attach importance to it.

Of course, pay and return are always in direct proportion. Personally, I have a deep understanding of the content of this training, and the gains from the class have great guiding significance for my future work.

Summarize my understanding of these two-and-a-half-day courses into three key words: mentality, care and communication.

First of all, correct your mentality and define your role.

"The leader must be the tail of the soldiers", as Director Wang said, "The official is not big, and the responsibility is not small. The rights are not great and the tasks are not light. " In management, how to correctly position yourself is particularly important. This requires us to have a sense of role change in practical work. What attitude do we use to face team members? What kind of attitude should be used in the face of middle managers? What attitude should we take in the face of top managers, peers and outsiders? Secretary Gu gave us a clear answer: our team leader is the executor of superior decision-making, the bridge and link between superior and subordinate, and the direct organizer and participant of production tasks. So we should have a correct attitude in our work.

There are two kinds of team leaders around us: one is the connecting link between the preceding and the following, and the other is bullying. How should we choose ourselves? Personally, the word "team leader" is not only the trust of leaders, but also the sustenance of team members. The ideological height of team leaders and the speed of development and promotion directly affect the growth of team members. Therefore, we should take the lead in production, stand from the perspective of managers when dealing with problems, and constantly improve ourselves in life, enrich ourselves, enrich our professional knowledge and improve our professional level.

In addition, I would like to share some insights with you: When Secretary Gu talked about Biden's visit to China, I was deeply touched by the views and opinions of the leaders. In the midst of different opinions, the leaders expressed different views from their own angles and saw the depth we didn't see. Isn't this a formal manifestation of the high level of managers' ideological understanding? Most people always see everything, and a few people see through it, and it is the vision of these few people that determines the world of most people!

Second, use reason to understand, improve quality and service level.

In the process of training and communication, through the introduction and experience of each unit on its own situation and problems, combined with Heyuan's own situation, I have the following feelings:

With the development of the times, young people born after 80s and 90s now account for an increasing proportion in the service industry, including my young team leader born after 80s. Compared with our predecessors, our generation has shown great differences in values, outlook on life and even morality, which makes our management work show some psychological characteristics. On the negative side, we are a generation without faith. Tell us that customers are God. Sorry! I don't believe in God. If I believe in God, let me believe in RMB. Under this premise, how can we be asked to provide quality service for our guests? In this regard, our approach is to strengthen training and improve the quality and service level of all employees. From job skills training to management training, Heyuan has established a three-level training system, and organized training work purposefully for different periods and different problems. During the evaluation of stars, we focused on the training of manners and manners. When the turnover of staff is frequent, we have carried out the training to build a loyal professional organization, and tested the training effect through the examination of hotel product knowledge. Before I came to participate in the team building training, we just had a training course of "Goose Spirit-Building a Golden Team".

Third, build a loyal team with emotion and management.

The training has achieved remarkable results, but in the process of training, we also encountered some problems, that is, due to busy business and insufficient personnel, whenever the hotel has important reception, the training work can not be carried out normally. After all, the service industry is too difficult to recruit now. Therefore, our job is not only to repeat training frequently, but also to pay attention to how to improve employee loyalty and retain employees.

We ask our staff to provide "touching service" to our guests. Here, I want to say that for our team leaders, when dealing with management work, we can also carry out "touching management", get close to employees, listen to their voices and pay attention to their lives.

Here I don't want to repeat the story shared by the leaders in class. Let me talk about myself. In 2008, during the preparation of Heyuan, I came to Heyuan for an internship. When I first arrived in a strange city so far away from home, I felt a lack of belonging. At that time, we trained during the day, stayed up late at night and moved the furniture to the guest room one by one. In the early morning of early spring, the cold in winter continues. When we finished our work and got on the bus to go back to the dormitory to rest, we saw the senior manager of the administration department sitting in the driver's seat. He has started the car ahead of time, turned on the air conditioner, and the car has been very warm. At that time, I asked Manager Gao: Are you still at work? Manager Gao came back for me, but the brothers didn't leave. It is such a sentence that has strengthened my determination to stay. As a manager, it is worthwhile for us to fight with employees at the last minute! The difference between "running for me" and "running with me" determines the historical trend of China.

The progress I have made now proves my original choice. From personal butler to today's training supervisor, I grew up step by step under the care and guidance of hotel leaders, especially the left director of our department.

Going back to the generation of "post-80s and post-90s" mentioned in the previous paragraph, we actually don't ask much. A trivial concern has helped us find the value of existence, which is enough for us to remember and be grateful.

Before I came, a group of interns finished their internship and we held a farewell party for them. At the meeting, some people said that they were really tired and uncomfortable when they first arrived, but after a VIP reception, Teacher Yu bowed to everyone and thanked everyone for their hard work. They think it's worthwhile.

At the end of this paragraph, I want to thank Director Xu for a handful of melon seeds, our parents, who are so close that I deeply feel the warmth of my family.

Fourth, put yourself in other's shoes, break communication barriers and solve work problems.

In the course, Secretary Gu shared a sentence with us: interpersonal relationship is the cornerstone of success. Secretary Gu educated and guided us with his own personal experience. Teach us how to understand the personality characteristics of team members, understand their expectations, and rationally use "morality, law and technology" to deal with the relationship between team members. In this respect, I think the two most important words are communication.

The industry requires our services to be proactive, and this article also applies to interpersonal communication. An active greeting will make our working and living environment more harmonious and make our mood more pleasant. Why? People in China have a good face, and no one wants to come forward first, whether in communication or when encountering problems. Faced with such a situation, as a team leader, we should have the spirit of "dare to resist the flag when encountering difficulties and dare to take responsibility when problems arise" and take the initiative to break the "communication barrier". Director Hu once said at the meeting: "Say 1,000 to 10,000, it is better to show it to everyone." The team leader should set an example, play an exemplary role and drive the enthusiasm of the team.

When dealing with problems, we should also use more brains, adopt different ways and means according to different situations, adhere to the principle of "being honest with others, learning to be tolerant and actively adapting", build a harmonious team and create a harmonious atmosphere.