Hotel Service Management Case Analysis

Author: Zhang Qian
Publisher:
Publish Date: 2004-07-01
Features: Currently, China's hotel industry is in a period of comprehensive development, and competition has become increasingly fierce. To adapt to market development and changes, hotel operators have raised higher requirements for their management and identified new research topics in the process of hotel operations. The author of this book has been engaged in the management of high-end hotels in China for nearly a decade, working in many important departments of modern hotels and having extensive practical experience in comprehensive management of high-end hotels. Most of the examples in the book are real-life stories that occurred around the author or personal experiences. The authenticity of the examples is what makes this book particularly valuable. The author analyzes and studies the "examples" from different perspectives. The author incorporates "corporate culture" as an important component in the book, which will be helpful for hotel service staff and related personnel. The book "Analysis and Critique of Hotel Service Management Examples" aims to enrich modern hotel service management ideas by combining theory with lessons learned from experience, focusing on marketing, management, service, and culture. The goal is to shape a positive hotel image and improve the quality of hotel software. The book is divided into four parts: marketing, management, service, and culture. Marketing and culture are treated as separate chapters, while management and service examples are clearly defined and distinct, such as marketing including service, and the essence of service is also marketing. These four parts are both unique in their own right but fundamentally intercrossed and integrated. Therefore, there is no strict sequence here, merely for the purpose of arrangement.