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Grand Hotel Beijing is located north of Chang’an Avenue and east of the landmark Forbidden City in Beijing. This five-star luxury hotel has received numerous government delegations and state leaders from around the world since it opened in 1990. Wang Fuhe has been General Manager of Grand Hotel Beijing for more than 10 years. Through the efforts of Wang and his team, the hotel flagship steers steady and fast, taking a leading position among the countless luxury hotels in Beijing. Wang attributes the success of Grand Hotel Beijing to its distinctive service. Here is an excerpt of Wang’s thoughts and experience on hotel service.
Comfortable service comes from being genuine and honest
We have a group of thoughtful and considerate staff whose passion and patience make me feel relieved and satisfied. An enterprise, no matter how large is it, could only be really recognized as excellent by customers when it offers excellent service.
Consistently coping with changes
We consistently pursue a higher standard of ser- vice for changing customers and a changing world. People’s needs are unlimited. We must consider everything for customers and know much better about both the east and west. We not only need to remember the names of customers but also make them remember our names through best service.
Focus on training staff
We have invested a lot in training our staff. There is a motto among every staff in our hotel, “what is not easy is to make a simple job perfect.” Experience teaching and learning is also a focus during our training.
Manage behaviors and also thoughts of the staff
The management in Grand Hotel Beijing is different from other hotels. We focus on building a united family for the whole staff. Not only their behaviors are managed in line with advanced international standards, but also their thoughts are united to constitute a solid team. Grand Hotel Beijing is the comfortable place for customers from all over the world, but also a common family for our staff.
Comfortable service comes from being genuine and honest
We have a group of thoughtful and considerate staff whose passion and patience make me feel relieved and satisfied. An enterprise, no matter how large is it, could only be really recognized as excellent by customers when it offers excellent service.
Consistently coping with changes
We consistently pursue a higher standard of ser- vice for changing customers and a changing world. People’s needs are unlimited. We must consider everything for customers and know much better about both the east and west. We not only need to remember the names of customers but also make them remember our names through best service.
Focus on training staff
We have invested a lot in training our staff. There is a motto among every staff in our hotel, “what is not easy is to make a simple job perfect.” Experience teaching and learning is also a focus during our training.
Manage behaviors and also thoughts of the staff
The management in Grand Hotel Beijing is different from other hotels. We focus on building a united family for the whole staff. Not only their behaviors are managed in line with advanced international standards, but also their thoughts are united to constitute a solid team. Grand Hotel Beijing is the comfortable place for customers from all over the world, but also a common family for our staff.