1、精品文档就在这里-各类专业好文档,值得你下载,教育,管理,论文,制度,方案手册,应有尽有-世界著名酒店集团的文化比较研究研究企业文化的方法各式各样,本文将就酒店的文化三维逻辑在世界著名酒店中的表现形式和运用进行比较研究,希望能从这些酒店的文化设计的哲学理念和经济学的价值论中得出某种结论。选择文化作为研究对象的另外一个重要原因是不同酒店集团文化折射出的酒店文明的光芒会为我们还在摸索酒店管理之路的中国酒店业从业者照亮前进的道路。而这种文化理念的设计是智慧和经验的完美统一。为了使世界著名酒店文化的精华能准确的传递给读者,本文在表述这些酒店文化要点时更多的采用中英文对照的方式。 一、企业文化与酒店文化
2、为了把酒店文化纳入企业文化的理论体系中加以论证和考察,我们有必要对企业文化研究的起源及基本特征进行简要的回顾,以理清企业文化研究发展的脉络,这对于我们更好的设计或阐释酒店文化都是大有益处的。兴起于上个世纪80年代的企业文化研究热潮源于威廉。大内的一本书Z理论美国企业界怎样迎接日本的挑战,该书分析了企业管理与文化的关系并以此得出结论日本企业的效率普遍高于美国企业的根本原因在于企业的文化,美国企业要赶上日本企业的有效途径就是建立自身的企业文化。Z 理论认为企业中的信任和微妙性不仅通过有效的协调提高了生产率,而且还不可分割的联系在一起。当时美国企业的竞争力在日本企业面前日渐衰退,这一结论为许多困惑中
3、的企业找到了问题的答案,于是企业文化研究成了一种时尚。特雷斯。迪尔和阿伦。肯尼迪出版的企业文化现代企业精神支柱认为企业文化有五大要素:企业环境、价值观、英雄人物、典礼及仪式和文化网络;彼得斯和沃特曼合著的追求卓越-美国成功公司的经验一书以美国著名企业为研究对象并从企业文化的层面去追寻企业成功的必然原因;理查德。帕斯卡尔和安东尼。阿索斯合著的日本企业管理艺术同样的从民族文化传统和企业文化传统来解剖企业的管理艺术。这四本被誉为企业文化研究经典名著的企业文化专著从企业价值观、经营哲学的高度来把握企业管理的真谛从而揭示管理作为一门科学的艺术价值。尽管亚洲金融危机以后日本的竞争力相对于美国有所下降,但我
4、们不能因此否认企业文化在管理中的功用,欧美企业对企业文化的研究和塑造依然方兴未艾。但这里可以得出的另一结论是,没有完美的企业文化和一成不变的企业文化,文化既有其传统性也有其运动和发展的必然要求。 追求卓越一书被誉为工商管理的“圣经”,作者在其序言中却以一家酒店的难忘经历展开对卓越企业成功的必然性的探究,正是企业的这种卓越的文化成就了卓越的企业,而卓越的企业文化又是通过普通员工的典型行为展现出来的。 “一天忙碌的工作使我们错过了最后一班方便的航班。我们没有预定酒店,但我们就在四季酒店附近以前我们在这儿住过,并且有点喜欢它。我们经过大厅并琢磨着怎样把我们的情况说清楚以便住到一个房间,当我们打起精神
5、准备面对平时对后来者总是很冷淡的面容时,使我们惊异的是,前台小姐抬起头,笑了笑,然后叫了我们的名字并问我们为什么在这儿。她竟然记住了我们的名字!一刹那见,我明白了为什么在短短的一年中,四季酒店已经成为这一地区的旅客之家,并且崛起为人人敬佩的四星级酒店在我们看来,公司普通员工这种不寻常的努力,已经成了研究优秀公司的主要线索。”(追求卓越,托马斯。彼得斯,罗伯特。沃特曼) “Our business day had taken us beyond the last convenient flight out. We had no hotel reservations,but were near t
6、he new Four Seasons, had stayed there once before, and liked it. As we walked through the lobby wondering how best to plead our case for a room, we braced for the usual chilly shoulder accorded to late-comers. To our astonishment the concierge looked up, smiled, called us by name, and asked how we w
7、ere. She remembered our names! We knew in a flash why in the space of a brief year the Four Seasons had become the ”place to stay“ in the District and was a rare first-year holder of the venerated four-star ratingFor us, one of the main clues to corporate excellence has come to be just such incident
8、s of unusual effort on the part of apparently ordinary employees. (In Search of Excellence, Thomas J. Peters, Robert H. Waterman)” 文化对于酒店的重要性可以从马里奥特对文化的信仰中找到答案。“马里奥特核心价值观驱动着文化的发展。马里奥特文化影响着我们如何对待员工、顾客以及与我们成功休戚相关的社区。用马里奥特的话来说文化是生命线和粘合剂,连接着我们的过去,现在和未来。” Marriotts core values drive the culture. Our cult
9、ure influences the way we treat associates, customers and the community which impacts all our success. In the words of J. W. Marriott, Jr., Culture is the life-thread and glue that links our past, present, and future.为了使我们的视野更为集中,在有选择性的挑选酒店集团时特别注意到了不同酒店集团的文化代表性。除了香格里拉集团以外其余的多为具有欧美文化传统的酒店集团。出于一种中外酒店文
10、化比较的需要和作者对海天文化的熟悉,本文特意将海天酒店文化作为一种中国酒店文化参照物求正于方家。 二、 文化的三维逻辑在酒店中的表现形态:文化在酒店的三维逻辑关系表现为:企业对顾客的承诺;企业对员工的承诺;员工对顾客的承诺。最后的经济模型表现为,企业为员工创造价值;员工为顾客创造价值;顾客为企业创造价值这样循环的价值链。通过这种价值的转换,酒店文化在运行过程中变得实体化。文化不再是一种空泛的概念,而是调节企业、顾客、员工关系和规范消费行为、管理行为和服务行为的指导性原则。 1. 企业对顾客的承诺Commitment to Customers:企业存在的价值是为社会服务的。在竞争日趋激烈的市场环
11、境中,企业如果不真心的关心顾客的现实需求和潜在需求,这个企业就不可能有竞争能力。特别是在消费需求越来越个性化和多样化的情况下,酒店业的竞争性又为消费者提供了更多的消费选择,我们对顾客的价值承诺是决定我们竞争力的关键。顾客购买的不再简单的是一个床位或一碟菜肴,而是一种综合的物有所值或物超所值的消费体念。酒店的经营行为应该自觉的转化为对顾客的一种承诺。在成功的酒店集团中我们都可以找到这种理性判断在实践中的运用。 四季酒店:我们的物业,都会因非凡的设计和完善的设备而更具价值。我们紧守严谨的道德操守,提供殷勤的个人化服务,必能满足贵客的严格要求,迎合他们的品味,以维持我们在全球高级豪华酒店机构中的崇高
12、地位。 We create properties of enduring value using superior design and finishes, and support them with a deeply instilled ethic of personal service. Doing so allows Four Seasons to satisfy the needs and tastes of our discriminating customers, and to maintain our position as the worlds premier luxury h
13、ospitality company.(FOUR SEASONS) 希尔顿:顾客是企业的生命,为了保持顾客高水平的满意度,我们不断地听取评估顾客意见,在我们所在的各个国家实行公平的制度来处理顾客投诉并尊重消费者权利。 Our customers are our business. In order to maintain high levels of satisfaction we are constantly assessing the views of our customers. We operate a fair system for handling complaints and r
14、espect the rights of the consumer in the countries in which we operate.(HILTON) 马里奥特:马里奥特酒店优质服务的声誉来自马里奥特创立并长期秉承的传统,酒店简单的服务目标“食物好,服务好,价格合理。” Marriotts reputation for superior customer service rises out of a long tradition that started with J. Willard Marriotts simple goal for Hot Shoppes to provide G
15、ood Food and Good Service at a Fair Price. -不遗余力的为顾客着想Do Whatever it Takes to Take Care of the Customer -对顾客无微不至的关心Pay extraordinary attention to detail -以硬件环境为荣Take pride in their physical surroundings (Marriot) 圣丹特:圣丹特客户方针,我们酒店的效益来自我们客人的满意体制,这也是作为一个旅馆行业中最大的、最重要的体系。先进的数据、资料将会衡量出产品和服务的质量。同时也直接关系到客人对
16、酒店的满意程度和是否会再次光临。 Cendant Guest tracking our hotels benefits from our Guest Satisfaction Tracking System, the largest such system in the lodging industry. This advanced database will measure and track key product and service attributes directly related to guest satisfaction and guest retention at you
17、r hotel.(CENDANT) 香格里拉:我们要把赢得客人忠实感作为事业发展的主要驱动力,体现在始终如一地为客人提供优质服务。 在每一次同客人接触时,令客人喜出望外。 行政管理人员与客人保持直接接触。 We will make customer loyalty a key driver of our business through - consistency in delivery of service - delighting our customers in every customer contact - executives having a customer contact r
18、ole.我们的使命宣言:为客人提供物有所值的特色服务和创新产品,令客人喜出望外。 Our Mission :Delighting customers by providing quality and value through distinctive service and innovative products (Shangri-La) 雷迪森:雷迪森的目标是100%的顾客满意率,如果你对某项服务不满意,请让我们知道,我们将对其进行纠正否则你可以不付款。 Our goal at Radisson is 100% guest satisfaction, if you arent satisfi
19、ed with something, please let us know and well make it right or you wont pay.(Radisson) 海天:海天经营理念:为顾客创造价值Create value for guests;海天服务理念:海天之间一个家Hai Tian is a home away from home 2. 对员工的承诺:Commitment to Associates酒店对顾客的承诺是要通过员工的个体表现得以实现的,这正是服务业的一种特性:产品的质量直接决定于服务者向服务对象提供的产品。因此酒店业流行的一种观念应该视为合理的假定:没有满意的员
20、工就没满意的顾客。员工的创造力如何有效的被激发出来为顾客创造价值是酒店管理永恒的主题,因为时代的进步、消费需求的个性化和竞争的加剧都从客观上对员工素质提出了与时俱进的要求。与此同时,员工作为劳动者和消费者的要求也在不断增加,他们不再是简单的“经济人”而是复杂的“社会人” .他们追求的不只是合理的薪水,而更多的需要寻找实现自我价值的环境。马斯洛也把“自我实现” 的需要界定为人的最高需求层次。企业有权力挑选员工,员工也有权力挑选合适的企业。企业伦理(ETHICS)应该成为成就个人成功的环境保障。从一定意义上讲,管理者需要解决的是一种企业与员工复杂的博弈关系。在企业对员工的承诺方面既包括企业对员工的
21、基本价值假定也包括对待员工的方式。 对员工在企业中的基本价值假定:对待员工的基本价值假定意味着将员工在企业中的地位和作用设定一个基调并在这个基调上选择对待员工的方式方法,这种理论设定对于员工价值、顾客价值和企业价值都是至关重要的。在对员工价值的重要性的表述中许多酒店集团都将员工视为企业的具有价值的资产: 四季酒店:我们最大的财富和赖以成功的决定因素就是我们公司的全体员工。 Our greatest asset, and the key to our success, is our people.(FOUR SEASONS) 马里奥特:以人为本,这是马里奥特75年成功的基础。马里奥特长期以来一直
22、坚信员工是最大的资产。马里奥特文化就是马里奥特的员工以实际行动为顾客所创造的服务体验。其宗旨在于人服务于人People firstthe foundation of Marriotts success for 75 years. Marriotts enduring belief is that our associates are our greatest assets. Marriott Culture is the experience we create for our customers which is demonstrated by the behavior of our ass
23、ociates. It is people serving people.(MARRIOT) 凯悦:我们的哲学观点是,正是凯悦集团的人员使凯悦拥有了卓越的阅历。在集团价值观的引导下,我们努力帮助员工发展职业生涯,而不仅仅只是工作。 It is our philosophy that it is the people of Hyatt International Hotels & Resorts who make the Hyatt experience an exceptional one. Guided by our Corporate Values, we strive to equip
24、and empower our people to develop careers, not jobs, with Hyatt International Hotels & Resorts.(HYATT) 希尔顿:我们仰赖员工来提供给客人和顾客所斯望的优质服务,反过来我们也努力为员工谋福利,我们的目标是最大限度地开发员工技能,给他们提供个人发展机会,达到最高满意度。 Our People Philosophy :We rely on our employees to provide the high quality of service our guests and customers exp
25、ect. In return we work hard to look after our people. Our aim is to maximise and develop the skills of our staff, provide opportunities for personal development and achieve high rates of employee satisfaction.(HILTON) 香格里拉:成为客人、员工和经营伙伴的首选The preferredchoice for customers, employees and business part
26、ners.(SHANGRI-LA) 海天:每位员工都是酒店的形象大使Every Hai Tian staff member is an ambassador of the Hai Tian spirit and quality.(Hai Tian) 对待员工的方式:对待员工的方式体现了一个企业的价值观在处理企业与员工关系方面的价值取向。这些方式既包括对待员工的福利,也包括员工在企业中的成长和职业生涯。从一些著名酒店集团的对员工所享有权利的具体规定上,我们可以看出,员工利益不是可以随便放弃的制度。这种制度应该保证不能以牺牲员工利益来追求企业利益。员工的利益应该是和顾客和企业利益形成一种利益共同体
27、。只有当三者的利益都得到最大化的时候,企业的竞争力和生命力就是最强的时候。 四季:我们相信,无论所作何事,每个人都需要拥有尊严、自豪及满足感。若要满足客人的需要,必须携手同心,才可得以致之。我们的信念,就是上下一心,重视每个人的贡献和重要性,彼此互相尊重,达致最大的效益。在四季,我们以期望员工对待顾客的方式来对待员工热情、彬彬有礼和尊重。我们知道只有员工的高效和满意,顾客才能满意和不断光临。作为对待员工责任的一部分,四季以提供补偿和利益计划而感到自豪,包括竞争性的收入和奖励。 We believe that each of us needs a sense of dignity, pride
28、and satisfaction in what we do. Because satisfying our guests depends on the united efforts of many, we are most effective when we work together cooperatively, respecting each others contribution and importance. At Four Seasons, we treat our employees the same way that we expect them to treat our gu
29、ests, with warmth, courtesy and respect. We know that if our employees are productive and content, our guests will be happy and want to return. As part of our commitment to our people, Four Seasons is proud to offer a Compensation and Benefit Plan, including:competitive pay and benefits四季酒店对员工的待遇和职业
30、发展都进行了细微的规制:-得体的制服well-tailored uniforms -员工辅助计划employee assistance plan ? -职业发展计划career development programs ? -职业培训job training ? -教育辅助计划educational assistance programs?-免费工作餐complimentary meals ? -内部提升promotion from within ? 我们非常自豪的说我们的员工希望和我们长久共处,我们的高级行政人员和总经理平均工作年限超过12年。他们中许多人都是从基层开始工作,并在个人职业生涯
31、计划、发展系统和管理培训项目中受益,从而获得提高和发展。我们认为我们有一些特殊的东西,事实上,财富杂志近来已经将我们提名为美国100家最适宜工作的公司,这已是连续第5年获得这项荣誉。 Were happy to say that our employees tend to stay with us for a long time. Our Senior Executives and General Managers average over 12 years of service. Starting at relatively junior levels, many of them have
32、since progressed by benefiting from our individual career planning and development system and management training programs. We think we have something special here. In fact, Fortune Magazine has recently named us one of the Top 100 Companies to Work For in America - for a fifth year in a row. (Four
33、Seasons) 希尔顿:我们承诺为我们的员工、客人、顾客及所有的来访客人提供健康安全的环境。在所有的管理经营中我们采用最完备的健康安全体系,采取风险式管理以使事故发生率合理有效地降到最低。 Health and Safety We are committed to providing a healthy and safe environment for our staff, guests, customers, and for all visitors to our premises. We aim for best-practice in health and safety through
34、out all our operations. We support a proactive culture of risk management to ensure accidents and incidents remain as low as is reasonably practicable. (HILTON) 马里奥特:服务于员工的精神坚定不移的信念是“员工是最重要的资产” ,为员工提供个人成长发展的环境。 The Spirit to Serve our associates:The unshakeable conviction that our people are our mos
35、t important asset An environment that supports associate growth and personal development -拥有聘用有爱心、道德品质优良、诚实可靠员工的好声誉-A reputation for employing caring, dependable associates who are ethical and trustworthy -家一般的气氛及友好的工作关系-A home-like atmosphere and friendly workplace relationships -施激励机制奖励钟点工及管理层员工所作
36、出的贡献-A performance reward system that recognizes the important contributions of both hourly and management associate -以马里奥特的名字和业绩为荣-Pride in the Marriott name, accomplishments and record of success(MARRIOT) 凯悦:改革创新和创业精神是我们经营的基础。我们的目标是吸引并保留一支提供优质服务的生力军,他们富于创新精神,以顾客为中心并能充分反映当地文化。我们相信信息灵通的工作,充满激情的员工是我们
37、实现目标的有利保证。公司努力在世界各地给员工提供一个公正合乎道德标准的工作环境。我们的员工是我们的基本资产,他们对凯悦集团价值观的认可使我们与众不同。 Innovation and an entrepreneurial spirit are the foundation for the way we conduct business. Our goal is to attract and retain a workforce that is motivated to provide a level of service, which is excellent, innovative and c
38、ustomer-driven, and reflects the local cultures where we do business. We believe we can accomplish this by being a listening company of well-informed, impassioned people.。Hyatt International Hotels & Resorts strives to provide a fair and ethical work environment for all its employees of all Hyatt In
39、ternational Hotels & Resorts world wide. Our people are our principle asset and it is their commitment to the Values of Hyatt International Hotels & Resorts that sets us apart from our competitors.(HYATT) 香格里拉:我们要努力创造一个既有利于员工事业发展,又有助于实现他们个人生活目标的环境。 We will create an environment where our associates
40、may achieve their personal and career goals.(SHANGRI-LA) 洲际:质量和培训洲际集团在所有酒店的品牌服务、产品质量、设计、构造以及经营方面都要求一个严格的标准。怎样去作到呢?完全依靠我们基层受过培训并具有高标准的全体工作人员。我们对员工的培训包括:发展必须的管理经营方法,提高服务水平和及时对员工进行一些额外知识的培训。Quality & Training:Six Continents Hotels, Inc. requires a strict adherence to standards that encompasses service,
41、 product quality, design, construction and operation - across ALL brands. HOW? One way to achieve such high standards relies on the underlying support of our training staff. We provide training for hotel staff, including the management tools necessary to provide your staff with additional knowledge
42、of the skills necessary to generate continuous improvement in revenue management, service delivery, and operating skills. (Inter-continental) 海天:真诚的关心每位员工的进步,每位员工都有接受培训和提高的权利。 Be concerned with and , when possible, assist others with their careers.(Hai Tian) 3. 员工对顾客的承诺:Employee commitment to Custom
43、ers员工对顾客的承诺决定了服务的质量和顾客的满意度,顾客能否获得身心愉悦的消费经历取决于员工的集体价值观、服务态度、服务技能和服务效率。在确立员工与顾客的关系方面每个酒店集团都有自己的理论假定,有的将顾客认定为上帝,有的假定顾客永远是对的,这两类假定都是把顾客与员工的关系建立在不平等的基础上。而笔者更愿意将员工与顾客定位在平等的基础上共同构建和谐的消费环境。这种理论假定的先进性体现在与现代文明社会更加合拍,同时在酒店业注重顾客过程参与的趋势下,角色平等的假定更易于将服务者和被服务者的尊严同时得到关照,双方也更容易建立一种和谐的人际关系。丽嘉酒店的服务理念是我较为欣赏的。 丽嘉酒店:我们是绅士
44、淑女给绅士淑女服务We are ladies and gentlemen serving ladies and gentlemen. (Ritz-Carlton) 四季:每一个工作日,因为优秀的服务文化和创造性的员工对顾客的服务都会不同。正是这种文化使我们远远超过我们的竞争对手。这种无形的特性使我们重要的客人再次光临我们,并促使我们在同行业中提供最好的服务。 Every working day, Four Seasons employees make the difference for our guests by creatively maintaining our culture of s
45、ervice excellence. It is this service culture that sets us apart from our competitors. An intangible quality that keeps our valued guests returning again and again, and which drives us to deliver the best service in the industry.(FourSeasons) 希尔顿:我们不断地努力来提高我们的产品和服务质量,尽一切可能来减少对公司的负面影响。我们将记录所有关于产品的开发与
46、服务方面的顾客意见。 We continually strive to improve the quality of our products and services and their delivery to our customers. We will work to minimize, as far as possible, any negative impacts associated with our business activities. We will take account of the views of our stakeholders on all aspects o
47、f our product development and service delivery. (Hilton) 马里奥特:服务于顾客的精神The Spirit to Serve our customers -“顾客永远是对的”的箴言显而易见-Evident in the adage, the customer is always right -操作性很强的管理方式,即:“四处走动的管理方式-A hands-on management style, i.e., management by walking around -对顾客无微不至的关心-Attention to detail -不断改革、
48、创新的服务意识-Openness to innovation and creativity in serving customers -以顾客信赖于马里奥特独特的个性化服务品质为荣,以顾客在世界各地旅行中能识别或选择马里奥特品牌为荣- Pride in the knowledge that our customers can count on Marriotts unique blend of quality, consistency, personalized service and recognition almost anywhere they travel in the world or whichever Marriott brand they choose (MARRIOT) 圣丹特:顾客是第一位的,我们对他们的需求负责,努力解决他们的业务问题,急他们之所急我们预期顾客的需求,创造超过他们期望的产品和服务,我们看到的是机会