酒店的经营理念酒店经营理念

1、酒店的经营理念-酒店经营理念i各位读友，本文仅供参考，望各位读 者知悉，如若喜欢或者需要本文，可点 击下载下载本文，谢谢！】祝大家工作顺利】酒店经营理念hyatt corporation凯悦集团our people philosophy 我们的人员哲学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

2、 to equip and empower our people to develop careers, not jobs, with hyatt international hotels & resorts.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。innovation and an entrepreneurial spirit are the foundation for the way we conduct business. our goal is to attract and retain a

3、 workforce that is motivated to provide a level of service, which is excellent, innovative and customer-driven, and reflects the local cultures where we do business. we believe we can accomplish this by being a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

4、工是我们实现目标的有利保证。hyatt international hotels & resorts strives to provide a fair and ethical work environment for all its employees of all hyatt international hotels & resorts world wide. our people are our principle asset and it is their commitment to the values ofhyatt international hotels & resorts t

5、hat sets us apart from our competitors.凯悦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。starwood hotels & resorts worldwide, inc.喜达屋国际酒店集团business strategy经营策略the companys primary business objective is to maximize earnings and cash flow by increasing the profitability of the comp

6、anys existing portfolio; selectively acquiring interests in additional assets; increasing the number of the companys hotel management contracts and franchise agreements; acquiring, developing and selling vois; and maximizing the value of its owned real estate properties, includingselectively disposi

7、ng of 1non-core hotels and喜达屋集团最终经营目的在于利润和现金流量的最大化。为了达到这个目的，集团采取的措施是：增加集团现有资产组合的盈利；有选择性的通过购入新资产获得利润；增加饭店经营合同和特许经营协议的数目； 购入、开发， 销售 voi ； 使自己拥有的房地产实现价值最大化，包括有选择性的出售一些有可能获得高额利润的非支柱饭店和纪念性质的资产。为了增加收入，喜达屋集团计划通过它对全球资产进行平衡有效配置， 扩大客源市场和其它资源，并利用规模经济来节省开支。北美、欧洲经济的萎靡不振，加上南美、中东和世界其它地区政治经济环境的不利因素，以及这些因素对这些地区和世界其它

8、地区旅游市场的影响，使我们的财政政策的制定以及经营策略的执行更具有挑战性。growth opportunities .发展良机management has identified several growth opportunities with a goal of enhancing the companys operating performance and profitability, including: 为了增强集团的运作能力和增加利 润，领导层已经从错综复杂的现实环境 中找到多次的发展机会，这其中包括：continuing to expand the companys role as

9、 a third-party manager of hotels and resorts. this allows starwood to expand the presence of its lodging brands and gain additional cash flow generally with modest capital commitment;继续强化集团作为饭店和度假村的第三方管理者的职能，这样可以扩展喜达屋膳宿品牌的影响力和市场力度，并且可以较少的投入获取较少的现金量。franchising the sheraton, westin, four points by sh

10、eraton and luxury collection brands to selected third-party operators, thereby expanding thecompanys market presence, enhancing the exposure of its hotel brands and providing additional income through franchise fees;将喜来登、寰鼎、福朋和至尊精选等品牌特许给经过挑选的第三方经营者来经营， 从而扩大集团饭店的市场份额，提高其饭店品牌的知名渡，而且特许经营费也使集团获得更多的收入。 e

11、xpanding the companys internet presence and sales capabilities to increase revenue and improve customer service;进一步扩展集团品牌在互联网上的知名度和销售能力，以次来增加收入，提高服务质量。 continuing to grow the companys frequent guest program, thereby increasing occupancy rates while providing the companys customers with benefits base

12、d upon loyalty to the companys hotels and vacation ownership resorts;继续开发集团的长客计划，在给予集团饭店和度假村的长客以实惠的同时，提高饭店的客房出租率。enhancing the companys marketing efforts by integrating the companys proprietary customer databases,so as to sell additional products and services to existing customers, improve occupancy

13、 rates and create additional marketing opportunities;通过综合整理集团所有客人的资料库，加强营销力度，向现有的顾客推销更多的产品和服务，提高客房出租率，并且创造出新的市场营销机会。optimizing the companys use of its real estate assets to improve ancillary revenue, such as condominium sales and restaurant, beverage and parking revenue from the companys hotels and

14、resorts;使集团对其房地产所有权的使用最优化，从而增加副收入，如集团饭店、度假村里私人公寓的销售，餐馆、酒吧 和停车场的经营所得。continuing to build the继续推进喜达屋饭店的品牌建设，以满足主要资源市场中高级商务客户和其它客户对提供全方位服务的酒店的需求，将集团品牌的影响力扩展到非城区的度假村。innovations such as the heavenly?bed and bath, the sheraton sweet sleeper? bed and the sheraton service promise?;对 “天堂床 ” 、 “天堂浴” 、“喜来登甜蜜梦

15、香人床” 以及 “喜来登服务承诺”活动进行改革。 renovating, upgrading and expanding the companys branded hotels to further its strategy of strengthening brand identity. by re-branding certain owned hotels to one of starwoods proprietary brands, starwood will seek to further solidify its brand reputation and market presenc

16、e, leading to enhanced revenue per available room (对集团的品牌饭店进行翻新、升级和扩展，从而进一步推进集团的增强品牌竞争力的战略。我们认为，单位房间的营业额是一个非常有意义的指标，它可以为类似的产业测量客房收入在每一阶段的增长量。为了达到增大这一指标的目的，喜达屋集团将其拥有的饭店统一到一个喜达屋独有的品牌下，并努力 稳固其品牌的名誉及市场影响力。developing additional vacation ownership resorts and leveraging our hotel real estate assets where

17、possible through voi construction and residential or condominium sales; and increasing operating efficiencies through increased use of technology.开发更多的度假村通过voi 的建设以及和私人公寓的销售来平衡我们的饭店房地产，通过增加科技含量来提高 经营效率。starwood intends to explore opportunities to expand and diversify the companys hotel portfolio thr

18、ough minority investments and selective acquisitions of properties domestically and internationally that meet some or all of the following criteria:喜达屋饭店不断的在寻求机会，以向外扩展和使集团的饭店资产组合更加多样化。其主要途径是对美国国内外的符合集团所有或部分的要求标准的房产进行小额的投资或有选择的收购。喜达 屋饭店设有的标准如下：luxury and upscale hotels and resorts in major metropolit

19、an areas and business centers; 位于主要的大都市或商业中心 的豪华高档的饭店和度假村major tourist hotels, destination resorts or conference centers that have favorable demographic trends and are located in markets with significant barriers to entry or with major room demand generators such as office or retail complexes, airpo

20、rts, tourist attractions or universities;主要的旅游饭店，度假村或会议中心，他们还必须满足下列条件：客源市场发展状况良好，所在的市场具有重大的行业壁垒，或是位于对客房与强大需求的地区，如办公写字楼或零售上场集 合点、机场、旅游景点或大学区。undervalued hotels whose performance can be increased by re-branding to one of the companys hotel brands, the introduction of better and more efficient manageme

21、nt techniques and practices and/or the injection of capital for renovating, expanding or repositioning the property;潜力未被发掘的饭店，他们能够以下途径得以充分发展：更换品牌，收归集团自有的品牌下，引入更专业化效率更高的管理技巧和方法；或投入资金。对饭店进行革新、扩张或再定位。hotels or brands which would enable the company to provide a wider range of amenities and services to c

22、ustomers; and 能够让集团因为顾客提供更多的娱乐和服务的饭店品牌portfolios of hotels or hotel companies that exhibit some or all of the criteria listed above, where the purchase of several hotels in one transaction enables starwood to obtain favorable pricing or obtain attractive assets that would otherwise not be available.

23、符合一定行部分所有标准的饭店群或饭店集团。前提是一次性购买几家饭店能让喜达屋获得较优惠的价格，或取得其它途径的布道的有诱惑的房产starwood may also selectively choose to develop and construct desirable hotels and resorts to help the company meet its strategic goals, such as the ongoing development of the st. regis museum tower hotel in san francisco, california wh

24、ich is expected to have approximately 269 rooms and 102 condominiums.喜达屋集团也会通过有选择性的开发和建设顾客急需 的反对和度假村来迎合集团的战略目标。坐落于加利弗尼亚旧金山的圣瑞吉斯博物塔饭店，预计它将拥有 269 间客房和 102 所私人公 寓。furthermore, the company has developed plans for flexible new-build sheraton and westin prototypes, with the intent of expanding these brand

25、s into tertiary markets.另外，集团已经制定计划，使新建的喜达屋和寰鼎饭店的经营更具有灵活心性使其能够将这两个品牌扩展到三级 市场中去。competition竞争the hotel industry is highly competitive. competition is generally based on quality and consistency of room, restaurant and meeting facilities and services, attractiveness of locations, availability of a glob

26、al distribution system, price and other factors. management believes that starwood competes favorably in these areas. starwoods properties compete with other hotels and resorts, including facilities owned by local interests and facilities owned by national and international chains, in their geograph

27、ic markets. the principal competitors of starwood include other hotel operating companies, ownership companies (including hotel reits) and national and international hotel brands.饭店产业竞争激烈。这些竞争大都是基于质量、房间的一贯性、餐馆和会议听的设施和服务、 所处地段的吸引力，全球分配系统的可操作性，价格以及其它因素基础上的竞争。集团领导认为喜达屋能够从容的应对这些竞争。喜达屋的资产，在其所处的地区性市场内，同其它

28、的饭店和度假村进行竞争，这些饭店和度假村有的是由地方利益集团掌握的有的则是由国际连锁集团掌握的喜达屋集团的主要竞争对手包括其它的饭店经营集团，所有权公司和美国内外的饭 店品牌。starwood encounters strong competition as a hotel, resort and vacation ownership operator and developer. while some of the companys competitors are private management firms, several are large national and interna

29、tional chains that own and operate their own hotels, as well as manage hotels for third-party owners and develop and sell vois, under a variety of brands that compete directly with the companys brands. in addition, hotel management contracts are typically long-term arrangements, but most allow the h

30、otel owner to replace the management firm if certain financial or performance criteria are not met.喜达屋集团作为一个饭店，度假村和假期所有权的经营者和开发者，遇到 了强有力的竞争。集团的竞者有些是私 人的管理公司，而有些是国内国际的大连锁集团。他们以不同的品牌的名誉掌握和经营自己的饭店，为第三方产权所有人代理管理饭店，以及开发销售 voi这些都会同喜达屋的品牌形式直接竞争。另外，饭店管理合同虽然一般是长期合同，但是大都允许产权所有人在不能达到他的资金和经营标准的情况下更换代理公司。cendant

31、 corporationculture and diversity文化和多元性our culture.我们的文化our companys name derives from the latin root of the word我们公司的名字来自于拉丁字母“ascendant ” ，如同我们的业务，我们的文化也在于提高我们的市场地位，在于发展多种新的文化方式，来满足我们的顾客和业务合作伙伴，文化也担负着一定的挑战。at cendant, we believe in:在升达特，我们的理念是：open communication广开言路we communicate honestly, candidl

32、y and frequently. our culture promotes listening, dialogue and the free exchange of ideas.我们真诚地、坦率地、频繁地沟通，我们的文化提倡听、说和自由地交换意见和观点。 accountability责任性we reward results. we expect our people to act as business owners, accepting responsibility for their work and their actions.我们对成绩进行酬谢，我们希望员工作为一名企业的主人公，进行

33、工作， 勇于承担他们的工作和行为责任。service服务we place our customer first. we respond to their needs and work hard tosolve their business issues. we share their sense of urgency.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。 integrity诚信we conduct ourselves ethically and according to the highest professional standards. we tel

34、l the truth and honor our commitments.我们以最高的职业标准来规范我们的行为，我们实事求是，以我们的行为 为荣。innovation创新we anticipate customer needs and create products and services that exceed their expectations. we see opportunities, not barriers, and reward those who lead in the discovery and implementation of new and valuable id

35、eas.我们预期顾客的需求，创造超过他们期望的产品和服务，我们看到的是机会而不是障碍，奖励那些发现和补充新 的有价值观念的人。respect尊重we treat each other and our customers with respect and dignity, valuing individual and culturaldifferences and approaches to work.we reach our goals by working together.我们以尊重和真诚来对待每一个人和顾客，尊重个人价值和不同的文化和工作方法，我们通过团队工作来达到我 们的目标。empo

36、werment授权we provide people with the tools and authority to achieve their objectives without politics or hidden agendas.我们提供每个人达到他们目标的工具和权限，而不是依靠政治上的和行政上的手段。.and our diversity:我们的多元性：把拥有多元性作为升达特公司的生存方式，这是一项关键性的创造，也是我们 2000 年及以后的个人业务目标。 我 们进一步坚持这一目标，将对我们公司 的持续成功和竞争优势起客观的重要作 用。最后，这意味着我们认识到了，而且反映出了顾客所面临

37、的改变，而且做对公司有益的，并且也是正确的事情。四季酒店集团our values我们的价值观our goals our beliefs our principles目标明确 信念坚定 原则不变who we are我们的目标we have chosen to specialise within the hospitality industry, by offering only experiences of exceptional quality. our objective is to be recognised as the company that manages the finest h

38、otels, resorts and resort clubs wherever we locate.我们目标明确，对酒店服务业心无旁骛，并以质量为重。无论我们所管理的酒店、 渡假村及会所式住宅座落何处，我们的目标，都是要使四季集团成为举世公认的最佳酒店管理机构 。 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 se

39、asonsto satisfy the needs and tastes of our discriminating customers, and to maintain our position as the world s premier luxury hospitality company.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地位。what we believe我们的信念our greatest asset, and the key to o

40、ur success, is our people.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。we believe that each of us needs a senseof dignity, pride and satisfaction in what we do. becausesatisfying our guests depends on the united efforts of many, we are most effective when we work together cooperatively, respecting each other s cont

41、ribution and importance.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。how we behave我们的操守we demonstrate our beliefs most meaningfully in the way we treat each other and by the example we set for one another. in all our interactions with our guest

42、s, customers, business associates and colleagues, we seek to deal with others as we would have them deal with us.我们的信念，首重于我们如何互相对待，以及彼此建立榜样。我们与贵宾、 顾客、商业伙伴及同事之间的相处，所 侧重的信条，就是要对人如对己。how we succeed我们的成功we succeed when every decision is based on a clear understanding of and belief in what we do and when

43、 we couple this conviction with sound financial planning. we expect to achieve a fair and reasonable profit to ensure the prosperity of the company, and to offer long-term benefits to our hotel owners, our shareholders, our customers and our employees.我们的成功，有赖于清楚确认我们对每件事的信念，并与有效的财政计划 互相配合。我们预料能为本机构带

44、来合 理的利润，确保业绩蒸蒸日上，并为酒 店的顾客、雇员、拥有者及股东，谋求 长远的利益。a culture of excellence优秀的文化every working day, four seasons employees make the difference for our guests by creatively maintaining our culture of service excellence. it is this service culture that sets us apart from our competitors. an intangible quality

45、 that keeps our valued guests returning again and again, and which drives us to deliver the best service in the industry.每一个工作日，因为优秀的服务文化和创造性四季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。consider these traits of the fourseasons employee:四季员工的特点：motivation积极性does helpin

46、g others come naturally? do you have the ability to anticipate peoples needs and have a sense of urgency when satisfying them?你有能力去预知客人需要并能及时地满足他们吗？talent才能do you have the knowledge, skills and experience not only to perform your job, but also to advance beyond it by embracing career-long learning?你

47、是否有知识、技能和经验，这不仅可以胜任你的工作，而且可以通过长期职业生涯的学习使你有所超越。if you see yourself reflected in these qualities, and are interested in developing your skills, you may be right for four seasons hotels and resorts.如果你具有这些品质，并对发展你的技能感兴趣，四季是你合适的选择。a commitment to our people对待员工的责任at four seasons, we treat our employees

48、the same way that we expect them to treat our guests, with warmth, courtesy and respect. we know that if our employees are productive and content, our guests will be happy and want to return.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as part of our commitment to our

49、 people, four seasonsis proud to offer a compensation and benefit plan, including: 以提供补偿和利益计划而感到自豪，包括：? competitive pay and benefits 竞争性的收入和奖励? well-tailored uniforms 得体的制服? employee assistance plan 员工辅助计划? career development programs 职业发展计划? job training 职业培训? educational assistance programs 教育辅助计划

50、? complimentary meals 免费工作餐? promotion from within 内部提升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 since progressedby benefiting from ou

51、r individual career planning and development system and management training programs.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。we think we have something special here. in fact, fortune magazine has recently named us one of the top 100 comp

52、anies to work for in america - for a fifth year in a row.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。hilton group values希尔顿集团价值观at hilton group we value our people and our brands and expect high standards in the way we operate throughout the world. we have expressed our standa

53、rds through a common set of core values. our values focus on what is important to us and how we impact on the world around us: 在希尔顿集团，我们重视人和品牌，追 求全球高标准的管理方式。我们已通过 一系列核心价值阐述我们的标准，把价 值集中两个方面：第一，对我们来说什 么是重要的；第二，怎样来影响我们周 围的世界。employees员工we rely on our employees to provide the high quality of service our

54、 guests and customers expect. 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.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

55、机会 ， 达 到 最 高 满意 度 。 equal opportunities and human rights机会和人权平等we value our international reputation and respect the communities in which we operate. we uphold the principle of equal opportunities and strive to meet high ethical standards. our divisions abide by the provisions of the universal decla

56、ration of human rights.我们重视国际声誉，尊重所在地区的当地制度及风俗习惯，维护机会平等原则，努力达到崇高的道德水准要求，我们遵守国际人权宣言各项条款之 规定。health and safety健康和安全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 througho

57、ut all our operations. we support a proactive culture of risk management to ensure accidents and incidents remain as low as is reasonably practicable.我们承诺为我们的员工、客人、顾客及所有的来访参观人员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，采取风险示管理以使事故发生率合理有效地降到最低。environment and sustainability环境设施we recognise that our activities have an impact on the world around us. we are committed to protecting the environment through prevention of pollution and efficient use of resources. we will strive for continual improvement of our environm