case-study-香格里拉酒店

1、Shangri-la Hotel case studySection 1: Starting Up Sandy and Margaret ran the hotel for many years before retiring and passing over the running of the hotel to their son Craig, and their daughter AiIsaHe worked in many restaurants before becoming the head chef of a top hotel in Park Lane. Before he r

2、etired, Sandy asked Craig to return to Glasgow to run the restaurant in the Shangri-la Hote 1. Since his return four years ago, the Shangri-la Hotel has gained a much coveted 3-star Michelin award In the kitchen, Craig had the following：A Sous Chef, Saskia （a colleague he h&d worked with for many ye

3、ars in London）.A Comm is Chef, Jordan （who stained his training in the hotel a year ago）.A full team of kitchen and waiting staff.On leaving school, Ailsa completed a degree in Business at AberdeenUniversity On completion of her degree, Ailsa got a job as a management trainee （爻训培者）with a large oil

4、compa ny based i n Aberdee n. Aftermany years as a successful executive （经理），Ailsa was persuaded by Sandy to work in the Shangri-la Hote 1. After a few years working in the hotel, Ailsa took over as the General Manager In the seven years since, Ailsa has overseen （监督）an extensive （大范围的）upgrade （改进）p

5、rogramme. Ailsa drafted （起草）and submitted a business plan to the local bank in order to obtain （得空U） the funding （基金） needed to improve the hotel as it was an older property in urge nt n eed of moder nisati on. A grant was also secured from Scottish Enterprise Ailsa s hard work paid off when TheShan

6、gri-la Hotel became the first hotel in Glasgow to achieve the prestigious 5-star AA award Ailsa was supported by：A reception manager, Antonio, who has been with the firm for many yearsAn accountant, ClarkA team of receptionists, cleaning staff and chambermaids Maintenance staffSection 2： Growth and

7、developmentUnder Ailsa s management, revenue （收益）grew steadily and the number of business and international visitors to the hotel increased Craig, s cooking became increasingly popular, to the extent（程度）that he appeared on television as a celebrity （名人）chef Craig and AiIsa both believed in supportin

8、g local business, and always used local banks, financial advisors and lawyers to support their business Craig also had a very close relationship with Gord on Mel drum who man aged an orga nic farm on the shores of Loch Lomond. Gordon was the first farmer in Scotland to become fully certified （认证）by

9、the Soil Association, and Craig decided to source his produce from Gordon. Craig is convinced that using the freshest meat, vegetables and fruit from Gordon s farm is absolutely essential for the reputation （声 誉） and success of the restaurantThe reputation of the Shangri-la Hotel depended on high qu

10、ality customer care, and it was important that all staff in the hotel were trained to the highest standards Ailsa had close links with the local college who ran hospitality （i酉店） courses, and would often take on 1 earners who were studying there as part-time staff. On completing their studies, many

11、of these learnets opted to take up full-time employment with the hotel, at which time Ailsa would increase their salary. Craig also believed it was important to study at college, but he spent a lot of time personally with the kitchen staff to ensure that they understood his personal methods and that

12、 meals had to be prepared to his exacting standardsIn addition to the chefs （厨U帀）,there were now four kitchen staff and eight waiting staff working in the restaurant In the hotel there were six chambermaids （女服务员），three receptionists, four cleaners, two general maintenance （维护）staff, Clark the accou

13、ntant and Antonio the reception managerSection 3： Running the hotelCraig ran the restaura nt un der very strict guidelines He had learned his trade under some of the most demanding chefs in London and that management style had greatly influenced him Each day he personally prepared the menu for the r

14、estaura nt, and al located （分配）specific tasks to the waiters and kitchen staff. He kept close tabs on exactly what each one did, as he believed that every dish that left the kitchen had his signature on it and therefore had to meet his rigorous （严格的）standards. This, on occasion, left Saskia feeling

15、a little frustrated, as she felt that she had some great ideas for dishes that would be suitable for the restaurant At the end of each week, Craig always provided free drinks for the team to celebrate, and the team always enjoyed these get-togethersCraig depended greatly on Saskia, having worked tog

16、ether in London for many years Whenever Craig was away from the hotel, Saskia was delegated （代表） the job of issuing work to the kitchen and waiting staff Craig also insisted that only Saskia and he should have the authority to sign for the meat and vegetable deliveries But this often irritated AiIsa

17、 whot as the General Manager of the hotel, felt she should be able to carry out this task Craig believed that only he and Saskia had the necessary experience to check if the produce was up to the standard required to uphold the restaurant s image Craig also aimed to ensure that all customers would b

18、e attended to within five minutes of being seatedThe kitchen staff were well paid, but often the atmosphere could be very tense （紧张） Craig always made a point of telling the team they had done a good job at the weekly get-together However, during the week, the pressure in the kitchen sometimes got t

19、o Craig The waiting staff often came to Craig when they had problems with reservations or awkward customers When the waiting staff offered suggestions on how to deal with these problems, Craig would always proclaim （宣告） 4 this is my kitchen, we run it my way!The rule that only Craig and Saskia could

20、 sign for any produce that arrived at the hotel often caused a number of problems This included the delay in preparing the vegetables could have a knock-on effect, eg while the kitchen staff were waiting for Craig or Saskia s signature, they had nothing to do and tended to lark around 一 the cleaning

21、 staff would be working hard and this tended to annoy them This delay also meant that the kitchen staff were often late finishing work, which could cause problems getting transport home, especially in the evenings. Also, Jordan now felt that he had the experienee to sign for deliveries without any p

22、roblems arising. She believed that one of the key aspects of this was making sure every bus iness client was given exceptional customer care Antonio worked closely with his reception team on how to improve the hotel experience for business clients The team had a weekly meeting whereAntonio asked for

23、 suggest ions to improve service levels and, over the years, the team had come up with a number of ideas that were then impleme nted （实施） Examples in elude picking up customers at Glasgow Airport and transporting them to the hotelt pick-ups from business meetings, and a complimentary （免费）copy of The

24、 Financial Times in the mornings The team worked well together and often received complimentary feedback from customers on how well they were taken care of and how positive their experience of the hotel had beenAiIsa concentrated on increasing business by visiting large companies who she knew were i

25、ntending to visit Glasgow and presenting a sales pitch based upon excellent standatds of customer service This had proved an extremely successful approach and the ShangriTa Hotel was now the number one choice for many blue-chip companies sending staff to Glasgow. Ailsa knew that this business was hi

26、ghly dependent on Antonio s team delivering the required level of service Ailsa also knew that Antonio had many years experienee in the hotel trade and trusted him and the team to implement（实施）this strategy （策略） The sales visits that Ailsa made meant she was often away from the hotel, but in her abs

27、enee Antonio ran things with little problem or fuss （大惊小怪） This was in contrast （对比）to the restaurant where Craig left strict instructions on what the menu should be for every day he was away from the kitchen Saskia felt that on these occasions, she should be allowed to be more creativeSection 4： The futureSaskia was aware that there were some moans （呻吟）among the ki tchen staff and had spoken to Craig about this Craig was upset to be advised of this as he had always felt his restaurant was a high-pressure but fun environment to work in. So Craig de