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[文化][酒店相关][中英对照]酒店的发展(论文)

一线实稿 樊明璨 来源:樊明璨博客 762浏览 0评论

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引言

Introduction

酒店感动和吸引人的地方,不是高大的建筑和良好的设施,而是它随风潜入的用心服务,酒店的竞争关键是特色,特色的核心是品牌,品牌的保障是优质服务,所以在对客服务中提出细心服务,耐心服务,用心服务,服务还要运用的及时适时准时,对客人做到节日有祝贺,生日有礼品,长住有优惠,有事有帮助,等多项措施来保障品牌的发扬光大,所以说金钱有限,服务无限,酒店的发展必须以优质服务为基础。

The most touching and appealing spot of a hotel is not its high-rise building or classy facilities but its thoughtful services. The key of the competition among hotels lies in feature. The core of feature is brand. The guarantee of brand is superior services. So in customer services, careful, patient and thoughtful services are required. In addition, such services should be delivered timely so that customers can receive blessings on festivals, gifts on birthdays, discount for long-term stay and help for their troubles. All in all, many measures should be taken to ensure the positive growth of brand. That’s why people say money is limited while service is unlimited. The development of a hotel must be based on quality services.

酒店的发展

Development of hotel

随着中国经济的持续发展,生活水平不断提高,旅游业和商务行业不断地提高。酒店之间的竞争也不段提高,酒店业已经进入了一个充满挑战的时代,但当整个酒店行业不断地向前发展,设施不断地更新,规模不断地扩大的时候,同档次的酒店在服务质量上的差异就成了客人选择在哪一家酒店消费的重要因素。酒店的竞争越来越表现为服务质量的竞争,提高服务质量关键在于提高员工的服务意识。

With the continuous development of the Chinese economy and the increasingly improved living standard, the travel industry and business industry have shown corresponding growth. In this case, the competition among hotels also becomes fiercer and the hotel industry has entered an era full of challenges. However, when the entire hotel industry is advancing ceaselessly with unstoppable upgrade of facilities and expansion of scale, the difference in service quality of hotels at the same level has become an important factor for customers’ choosing a hotel. To a greater extent, the competition among hotels is manifested by service quality competition. The key of improving service quality lies in improving employees’ service awareness.

香港兰桂坊酒店是属于商务型酒店,它主要以酒店从事商务活动的客人为主,是为商务活动服务的。这类客人对酒店的地理位置要求特别高,要求酒店靠近城区或商业中心区。其客流量一般不受季节的影响而产生大的变化,商务性酒店的设施设备齐全,服务功能较为完善。

Lan Kwai Fong Hotel in Hong Kong is a business hotel, mainly serving businessmen and their commercial activities. This kind of customers has an especially high requirement on hotel’s geographical position that hotel must be close to city proper or central downtown area. The quantity of its customers normally is not influenced by seasons. It has complete facilities and perfect service functions.

兰桂坊酒店是唯一一个以中国特色装修设计的精品酒店,兰桂坊酒店设施有各类客房及套房,房间设计高贵、舒适。它配有国际长途电话、免费提供一次性洗漱用品并配有尊贵沐浴护理用品、拖鞋、吹风机、保险箱、迷你酒吧、免费瓶装水、浴衣、无烟房、可做无烟处理、咖啡机/茶具、播放机、室内卫生间、室内洗浴间、淋浴酒店还为住客提供体贴优质的星级服务,只需一按24小时一站式服务的“We CARE”按钮,即可随时享受个人化的酒店服务。客房设有咖啡机,唤醒客人的触觉,套房更设有脚部按摩机,让客人感觉焕然一新。

Lan Kwai Fong Hotel is the sole boutique hotel designed and decorated in a way with Chinese characteristics. It offers various noble and comfortable rooms and suites, telephones allowing you to make international calls, free disposable toiletries, bathing and nursing products, slippers, hair dryers, saves, mini-bars, free bottled water, wrappers, non-smoking rooms, coffee machines/tea set, players, indoor toilets, indoor bathrooms, and shower. In addition, it offers thoughtful superior star-rated services. By simply pressing the “We Care” button designed for 24-hour one-stop services, you can enjoy the hotel services tailored to your personal needs. Hotel rooms are provided with coffee machines. In order to arouse customers’ sense of touch, hotel suites are equipped with foot massage machines.

同样随着我国经济迅速的发展,人均生活水平提高,人们追求享受,舒适度也随之上升,所以公寓式酒店有无限的发展空间。它是一所不仅有高档酒店的环境和服务,又有公寓的私密性和居住氛围,所以当它一出现,就备受一批消费者的关注和欢迎。

Likewise, with the rapid economic development of our country and increasingly improved per capita living standard, people are pursuing greater enjoyment and comfort. That’s why apartment hotel has unlimited developing room. Such kind of hotels has apartment-like privacy and living atmosphere in addition to the environment and services of upscale hotel. So it won the attention and favor by a group of customers as soon as it appeared.

香港逸东轩公寓可归类为长住型酒店,酒店式公寓比较家庭化,为租居者提供较长时间的食宿服务。此类酒店客人多大部分采取家庭式结构,以套房为主。它的酒店服务有免费的WiFi,健身房,洗衣服务和专职行李员,它的房间设施有提供一次性洗漱用品,电热水壶,拖鞋,吹风机,电热水器,拥有厨房设施,需要厨具可通知员工。公寓式酒店通常是为了较长、短期住宿旅客带来更具弹性的租约服务!公寓式酒店的优越服务,是为长期旅居香港或短途休闲旅客提供如家似的惬意舒适。是各类型旅客的明智之选。

Eaton House in Hong Kong can be classified as long-stay hotel. This kind of serviced apartment is pretty much like home, providing long-time board and lodging services for tenants. Such hotels have many customers, mostly designed with a home structure mainly featuring suites. They offer free WiFi, gym, washing service, dedicated luggage clerks, room facilities (such as disposable toiletries, electric kettles, slippers, hair dryers and electric water heaters) and kitchen facilities (just inform servant if you need any kitchen ware). Apartment hotels are usually intended to provide much more flexible tenancy services for long/short-term travelers. Their excellent services are intended to offer home-like comfort to long-term travelers temporarily living in Hong Kong or short-term ones for enjoying leisure. These hotels are a wise choice for various travelers.

所谓目的地度假酒店,它是以接待休假的客人为主,大多建在热带沙淮或山林,来这里度假的人们往往是经过了几个小时甚至十几个小时的飞行后,最终下榻这里的度假酒店。在这里,他们的住期往往有一两个星期,而且在此期间,客人基本不会走去居住其他的酒店,在一些别墅度假酒店,有的客人甚至都不愿迈出自已的别墅。客人需要享受的就是这里的宁静、私密、美食、阳光、沙淮。

Destination resort hotel mainly serves customers on vacation, mostly locating itself on tropical sandbeach or in mountain forest. People would fly for several or over ten hours to such resorts to spend their vacation and usually check in local resort hotels. Their stay usually lasts one week or two, during which they basically do not jump to another hotel. In a few villa resort hotels, some customers are not even willing to walk out of their villas because what they want is the serenity, privacy, delicious foods, sunlight and beach here.

浪涛轩酒店位于香港南丫岛的洪圣爷海滩,提供安静的度假酒店。酒店俯瞰热带花园和大海,提供免费无线网络连接和一家餐厅。

Concerto Inn is situated at Hung Shing Yeh Beach in Lamma Island, Hong Kong. It is a resort hotel providing serenity. It overlooks tropical garden and ocean, offering free WiFi and a dining hall.

前台作为酒店的第一接待部门,是最先对客人产生影响并做出服务的部门。一家酒店的效率以及利润的创造,基本上都是从这里开始的。

Reception counter is the first reception division of a hotel and the first division influencing and serving customers. Basically, a hotel’s efficiency and profit generation start here.

前台的工作主要分成接待及客房销售,登记入住,退房及费用结算,客人 答疑及服务要求处理,电话转接,TAXI外叫服务及飞机票订票业务。另外前台作为客人直接接触的部门,所以客人的很多要求并不会直接向楼层服务员提出,而 是选择他们最先接触的部门――前台,因此前台还要作为整个酒店的协调中心进行工作。

Reception work is mainly divided into customer reception & room sales, check-in registration, checking out & cost settlement, customer’s Q&A and service requirement handling, call transfer, taxi calling service and plane ticket booking. In addition, as the division directly contacted by customers, reception counter also serves as a coordination center of a hotel because customers usually tell reception counter (instead of floor attendants) their needs.

在酒店中,前台和客房的联系最为密切。二者的工作不协调或者失误会直接导致客人的投诉。单单的客房卫生质量不过关,房间设施设备不齐全或者是前台服务态度不到位引起客人投诉等因素不算入二者工作关联导致引起客人不满。

In a hotel, receptionists and room attendants are most closely related. Their disharmony or mistake in work would directly lead to customer complaints. Room’s unacceptable sanitation quality, incomplete room facilities or unqualified receptionist’s service attitude leading to customer complaints don’t count as closely related work between both leading to the same.

在酒店最重要的就是住宿和服务,客房部是负责客房商品的生产与周转,组织接待服务的部门。服务员对一个酒店来说起着非常重要的作用,服务水平的高低直接影响酒店经济效益和社会效益。在酒店客服部里有分类着不同服务组织它们有着不同的职责。

For a hotel, the most important is lodging and services. The Room Division is responsible for production and turnover of room commodities as well as for organizing reception services. Attendants play a very important role for a hotel because their service level directly influences hotel’s economic and social benefits. The Room Division consists of different service bodies assuming different duties.

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客房部其工作的重点是管理好酒店所有的客房,通过组织接待服务,加快客房周转.客房部担负着客人住店期间的大部分服务工作,其业务范围涉及整个酒店房间和楼层公共区域的清洁卫生、物资用品消耗的控制、设备的维修保养等。客房服务与管理水平直接影响酒店的声誉和房间的销售,进而影响酒店的成本消耗和经济效益。

The Room Division mainly focuses on managing all hotel rooms and speeding up turnover of these rooms by organizing reception services. This division undertakes most customer services during customer’s stay, which involve cleaning, supply consumption control, equipment repair & maintenance and other services of hotel rooms and public floor areas. Room services and management level directly influence a hotel’s reputation and room sales and thus cost consumption and economic benefit.

客房服务中心。客房服务中心设值班员、布单领发员,也可设协调员,是客房部的信息中心,负责统一调度对客服务工作,正确显示客房运转状况,负责失物招领,发放客房用品,管理楼层钥匙并与其他部门进行联络协调等。

The Room Service Center is provided with watchmen, drape sheeting receivers & distributors and perhaps coordinators. It is an information center of the Room Division, responsible for unified scheduling of customer services, correctly displaying room use status, lost property claiming, distributing room supplies, managing floor keys and contacting & coordinating of other divisions.

房务部主要负责客房内的服务工作。客房楼面由各种类型的客房组成,每一层楼都设有工作间,便于服务员工作。楼面人员负责全部客房及楼层走廊值台、楼层安全,房间用品的更换,设施简易维修保养,为住客提供必要的服务。

The Housekeeping Division is mainly in charge of room services. Each floor consists of various types of rooms and has a working room for facilitating attendants’ work. Floor attendants are responsible for the safety of all hotel rooms, floor corridor duty counters and all floors, replacement of room supplies, simple repair & maintenance of facilities, and providing necessary services for customers.

管家部主要负责大堂(前厅)公共卫生、洗手间卫生、客房楼层公共区域地面卫生的打扫、洗涤,地毯的洗涤,玻璃、大理石的清洁工作,公共区域设施设备、工艺品的卫生清洁和保养,使之达到卫生标准。

The Steward Division is mainly responsible for lobby (antechamber) sanitation, washing room sanitation, cleaning & washing of public floor areas, carpet washing, cleaning of glass & marble, cleaning and maintenance of facilities and handicrafts in order to allow them to meet relevant sanitation criteria.

洗涤部主要负责酒店布单、客衣、工衣的收洗,为住客和酒店提供高质量和洗熨服务,为宾客提供方便。

The Washing Division is mainly in charge of collecting and washing hotel’s drape sheeting, customer clothing and workers’ clothing, providing high-quality washing and ironing services for customers and hotel. This division is intended to offer convenience to customers.

服务组织是为了给酒店的客人提供一个方便及舒适的服务,但在酒店的经营首先要以客人为本,以客人为先,从物资配备上记经营理念上,服务环节上,质量管理上,都要真正为客人着想。

Organization of services is intended to provide convenient and comfortable services for hotel customers. However, the management of a hotel should first focus on customers and seriously bear in mind their interests from the perspectives of supply equipment, management philosophy and quality management.

酒店内的客房部的行政管家,楼层主管,客房服务员的职责:

Administrative steward, floor supervisor and room attendant in the Room Division of a hotel have the following duties:

客房部的行政管家是直属客房部的房务总监,它的工作范围是负责客房,公共区域,制服房及洗衣房的运作。它需要协助人力资源部完成部门组织结构的拟定,并熟悉部门各岗位用人情况,这样才可以更好的帮助检查所有区域的工作方法及程序。它们的职责是为客人及与昂提供安全和规范的环境,维持一个高的清洁标准和完善酒店指定的任务,确保一个安全又安静的环境,为客人提供最好的服务。

Administrative steward is a housekeeping supervisor directly subordinate to the Room Division, responsible for the operation of customer rooms, public areas and uniform rooms and washing rooms. He/she is supposed to help the Human Resources Division to determine divisional structure and get familiar with all divisional post takers in order to better help check the working methods and procedures of all areas. His/her duty is to provide a safe and normalized environment for customers and hotel and maintain a high cleaning standard and perfect tasks designated by hotel in order to ensure a safe and serene environment and better services for customers.

楼层主管是负责组织和安排客房和公共区域的清扫工作,督导、培训和考核下属员工按标准和流程实施清扫和服务工作,要每天早上召开客房人员例会,要确保酒店客房干净与设施完好,满足客人的服务需求,并负责客房物品的管理,协助工程人员完成客房和公共区域的维修项目。

Floor supervisor is in charge of organizing and arranging cleaning of rooms and public areas, supervising, training and assessing subordinate employees’ performing cleaning and services according to relevant criteria and procedures, gathering room attendants to convoke regular meeting every morning, ensuring clean rooms and intact facilities, meeting customers’ service needs, managing room supplies, and helping engineers repair rooms and public areas.

客房部领班需要有良好的工作态度。了解客房里所有设施的使用方法,了解饭店个部门的功能和责任,以便能够及时通过协调解决房客提出的各自问题和困难,具备一定的协调哪里是服务业的基本要求。

Foreman of the Room Division is supposed to have a good working attitude, knowing how to use all facilities in rooms and the functions and duties of each hotel division so that various problems and difficulties raised by customers can be solved timely through coordination. Having a certain coordination ability is the basic requirement of the service industry.

客房部领班还需要定期对下属员工绩效评估及有关培训,这样才能不断的提高酒店的质量。

The foreman should also train subordinates and assess their performance on a regular basis. This way hotel quality can be continuously improved.

前台与客房部通力合作才能事半功倍,客人来消费首先是酒店的宣传,前台的承诺与接待,然后就是客房餐饮的高效率服务到位。客房作为内勤应该毫无疑问的配合前台,前台也应该深入了解酒店自身客房的特色与缺陷。多互相学习以及沟通利大于弊。

Only full cooperation between reception counter and the Room Division can yield twice the result with half the effort. When a customer enters a hotel, he/she is given hotel advertisement followed by receptionist promise and reception and then efficient catering services delivered by room attendants. Room attendants as room operators should cooperate with receptionists without doubt, and receptionists should have an in-depth knowledge of room features and defects. Learning from each other and conducting frequent communications have advantages outweighing disadvantages.

除了了解什么是酒店组织之外,我们必须知道什么是工作场所的安全,因为这是直接影响酒店的客户。在市场经济发展的带动下,酒店业改革发展的步伐也逐步加大,融资、收购、资本运作成为酒店开拓业务领域,提升竞争实力的重要方式。面对日益复杂的竞争环境,酒店需要重视提高防范和化解法律风险的能力和水平,通过依法建立健全规章制度、强化内部管理、灵活运用决策支撑、合同管理、知识产权管理、案件纠纷管理等各种法律风险控制手段,争取并巩固服务优势。

In addition to knowing hotel organization, we must know what work site safety is because this directly influences hotel customers. Driven by the development of the market economy, the hotel industry is making increasingly bigger reform steps that financing, acquisition and capital operation have become important ways that a hotel expands its business scope and improves its competitive strength. Facing a more and more complex competition environment, a hotel needs to focus on improving its capacity and level preventing and neutralizing legal risks, and strive for and reinforce service advantages by establishing improved rules and regulations according to law, enhancing internal management, and flexibly applying various legal risk control means such as decision supporting, contract management, intellectual property management and case dispute management.

建立酒店法律制度,已经是酒店业健康发展和保护消费者权利、解决纠纷的客观要求。建立和完善酒店法律制度的作用体现在以下几个方面:

Establishing legal systems for hotels has become the objective requirement for hotel’s healthy development, protection of customers’ rights and settlement of disputes. The roles of establishing improved hotel-oriented legal systems include:

(1)酒店法是约束酒店和客人双方行为的准则。酒店法行为规范的作用首先体现在它明确了酒店和消费者双方的权利义务准则和一些具体要求。它是衡量双方的合同、行为是否合法有效的标尺,可促进双方在法律允许的范围内经营和消费。

(1) Hotel law is the guideline for restricting the behaviors of both hotel and customers. The role of hotel law as code of conduct is first manifested by its clarification of rights and obligations guidelines and some specific requirements of both hotel and customers. It is a caliper measuring whether the contracts and behaviors of both parties are legally valid, able to facilitate both parties’ operation and consumption within the legally allowable scope.

(2)酒店法是酒店和消费者权益的保证。酒店法的作用还体现在它通过明确酒店和消费者的权利及义务为酒店和消费者提供法律的保障。对酒店法律纠纷的解决提供了评判的标准,是保证合同依法履行、酒店及消费者合法权益得到保护的坚强后盾。

(2) Hotel law is the guarantee of the rights and interests of both parties. Another role of hotel law is manifested by its providing legal guarantee for hotel and customers by clarifying the rights and obligations of the two. It provides judging standard for settling hotel-related legal disputes and is a strong backing ensuring legal performance of contract and protection of legal rights and interests of both hotel and customers.

(3)酒店法是经营者进行酒店管理的有力手段。酒店的员工聘用与管理;酒店餐饮服务质量的把握;消防设施的配置;酒店治安管理等等都应该纳人法制化的轨道,使酒店各管理层的操作规范化,使员工与管理者之间、管理者与管理者之间的法律关系有规可循,减少矛盾出现的可能。

(3) Hotel law is a powerful means that can be used by operator to manage hotel. Hotel’s employee recruitment and management, control of catering service quality, provision of fire control facilities, and public security management should be governed by law so as to normalize the operations of the hotel management at various levels, allowing the legal relationships between employees and managers and between managers themselves to have rules to follow and thus minimize the possibility of conflicts.

(4)酒店法是国家机关进行行政管理和宏观调控的依据。在我国酒店业发展的过程中,经济政策、行政手段都发挥过作用,酒店星级的评定、酒店设立的申请与审批等,但局限性日益显现。作为法制化建设的一部分,酒店的微观经营活动以及国家对酒店业的宏观调控政策都必须以法律为准绳。

(4) Hotel law is the basis for national authority’s administrative management and macroeconomic control. During the development of the hotel industry in our country, economic policies and administrative means played their roles in terms of hotel star rating, hotel establishment application and approval, etc., but their limitations have appeared gradually. As a portion of legal system construction, hotel’s microscopic business activities and national macroeconomic control policies for hotels must take law as the criterion.

总之,由于酒店外部法律风险因素和酒店内部法律风险因素的存在,导致酒店在经营活动中存在着法律风险。只要酒店能够采取科学的防范措施,才能把酒店法律风险降到最低,实现酒店利益的最大化,促进酒店健康的发展。我国酒店业立法的指导思想是加强对我国酒店业的管理;规范酒店业的经营活动;提高酒店业的服务质量和服务水平;保障酒店经营者和住宿者的合法权益;维护酒店业经营秩序。

All in all, the existence of external and internal legal risk factors of a hotel leads to legal risks with its business activities. As long as hotel can adopt scientific preventive measures, its legal risks can be minimized and benefits maximized to facilitate its healthy development. The guiding ideology of the hotel industry legislation in China is to strengthen the management of domestic hotel industry, normalize its business activities, improve its service quality and level, protecting the legal rights and interests of its managers and customers and maintain its operation order.

总结

Conclusion

面对经营竞争日益激烈的态势,饭店经营管理者要认真思考应对措施,从自身的实际出发,抓好求新、求实。

Facing increasingly fierce competition, hotel managers should carefully consider countermeasures, starting with own actual situation and striving to be innovative and realistic.

饭店经营工作要研究新情况、解决新问题、总结新经验是饭店经营管理者的基本功。要从已有的客观现实和具体情况出发,坚持行之有效的思维方法,大胆提出新的观点,在经营工作中逐步树立店品牌,创造精品服务。总之,饭店的经营工作,要有一种精品意识,要有一种高度负责的质量意识,更要有一种科学严谨的管理精神。

Hotel management requires study of new situations, settlement of new problems and summarization of new lessons, which are the basic training of hotel managers. They should start with existing objective reality and specific situations, adhere to effective ways of thinking and boldly put forward new opinions to gradually build hotel brand in their work and create premium services. To sum up, hotel management should be equipped with an boutique awareness, a highly responsible quality awareness and a management spirit featuring scientific rigor.

引用

References

1.汤卫松,王旭东,徐峰 .酒店法律与法规 :浙江大学出版社 ,2010 .

1. Tang Weisong, Wang Xudong, Xu Feng. Hotel Laws and Regulations. Zhejiang University Press. 2010.

2.王登初律师的博客 http://blog.sina.com.cn/dengchu2008

2. Lawyer Wang Dengchu’s blog http://blog.sina.com.cn/dengchu2008

3.引用中国论文网.2015.2.20

3. China paper website http://www.xzbu.com/

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