世界著名酒店集团的文化比较研究

。“一天忙碌的工作使我们错过了最后一班方便的航班。我们没有预定酒店，但我们就在四季酒店附近——以前我们在这儿住过，并且有点喜欢它。我们经过大厅并琢磨着怎样把我们的情况说清楚以便住到一个房间，当我们打起精神准备面对平时对后来者总是很冷淡的面容时，使我们惊异的是，前台小姐抬起头，笑了笑，然后叫了我们的名字并问我们为什么在这儿。她竟然记住了我们的名字！一刹那见，我明白了为什么在短短的一年中，四季酒店已经成为这一地区的‘旅客之家’，并且崛起为人人敬佩的四星级酒店。。。。在我们看来，公司普通员工这种不寻常的努力，已经成了研究优秀公司的主要线索。”(《追求卓越》，托马斯。彼得斯，罗伯特。沃特曼)
“Our business day had taken us beyond the last convenient flight out. We had no hotel reservations, but were near the new Four Seasons, had stayed there once before, and liked it. As we walked through the lobby wondering how best to plead our case for a room, we braced for the usual chilly shoulder accorded to late-comers. To our astonishment the concierge looked up, smiled, called us by name, and asked how we were. She remembered our names! We knew in a flash why in the space of a brief year the Four Seasons had become the “place to stay” in the District and was a rare first-year holder of the venerated four-star rating...For us, one of the main clues to corporate excellence has come to be just such incidents of unusual effort on the part of apparently ordinary employees. (In Search of Excellence, Thomas J. Peters, Robert H. Waterman)”
文化对于酒店的重要性可以从马里奥特对文化的信仰中找到答案。“马里奥特核心价值观驱动着文化的发展。马里奥特文化影响着我们如何对待员工、顾客以及与我们成功休戚相关的社区。用马里奥特的话来说‘文化是生命线和粘合剂，连接着我们的过去，现在和未来。’”
Marriotts core values drive the culture. Our culture influences the way we treat associates, customers and the community which impacts all our success. In the words of J. W. Marriott, Jr., Culture is the life-thread and glue that links our past, present, and future.
为了使我们的视野更为集中，在有选择性的挑选酒店集团时特别注意到了不同酒店集团的文化代表性。除了香格里拉集团以外其余的多为具有欧美文化传统的酒店集团。出于一种中外酒店文化比较的需要和作者对海天文化的熟悉，本文特意将海天酒店文化作为一种中国酒店文化参照物求正于方家。

二、 文化的三维逻辑在酒店中的表现形态：
　 文化在酒店的三维逻辑关系表现为：企业对顾客的承诺；企业对员工的承诺；员工对顾客的承诺。最后的经济模型表现为，企业为员工创造价值；员工为顾客创造价值；顾客为企业创造价值这样循环的价值链。通过这种价值的转换，酒店文化在运行过程中变得实体化。文化不再是一种空泛的概念，而是调节企业、顾客、员工关系和规范消费行为、管理行为和服务行为的指导性原则。
1． 企业对顾客的承诺Commitment to Customers：
　 企业存在的价值是为社会服务的。在竞争日趋激烈的市场环境中，企业如果不真心的关心顾客的现实需求和潜在需求，这个企业就不可能有竞争能力。特别是在消费需求越来越个性化和多样化的情况下，酒店业的竞争性又为消费者提供了更多的消费选择，我们对顾客的价值承诺是决定我们竞争力的关键。顾客购买的不再简单的是一个床位或一碟菜肴，而是一种综合的物有所值或物超所值的消费体念。酒店的经营行为应该自觉的转化为对顾客的一种承诺。在成功的酒店集团中我们都可以找到这种理性判断在实践中的运用。

四季酒店：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。
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 Seasons to satisfy the needs and tastes of our discriminating customers, and to maintain our position as the world’s premier luxury hospitality company.（FOUR SEASONS）

希尔顿：顾客是企业的生命，为了保持顾客高水平的满意度，我们不断地听取评估顾客意见，在我们所在的各个国家实行公平的制度来处理顾客投诉并尊重消费者权利。
Our customers are our business. In order to maintain high levels of satisfaction we are constantly assessing the views of our customers. We operate a fair system for handling complaints and respect the rights of the consumer in the countries in which we operate.（HILTON）

马里奥特：马里奥特酒店优质服务的声誉来自马里奥特创立并长期秉承的传统，酒店简单的服务目标“食物好，服务好，价格合理。”
Marriotts reputation for superior customer service rises out of a long
tradition that started with J. Willard Marriotts simple goal for Hot
Shoppes to provide Good Food and Good Service at a Fair Price.
•-不遗余力的为顾客着想Do Whatever it Takes to Take Care of the Customer
•-对顾客无微不至的关心Pay extraordinary attention to detail
•-以硬件环境为荣Take pride in their physical surroundings (Marriot)
圣丹特：圣丹特客户方针，我们酒店的效益来自我们客人的满意体制，这也是作为一个旅馆行业中最大的、最重要的体系。先进的数据、资料将会衡量出产品和服务的质量。同时也直接关系到客人对酒店的满意程度和是否会再次光临。
Cendant Guest tracking our hotels benefits from our Guest Satisfaction Tracking System, the largest such system in the lodging industry. This advanced database will measure and track key product and service attributes directly related to guest satisfaction and guest retention at your hotel.（CENDANT）

香格里拉：我们要把赢得客人忠实感作为事业发展的主要驱动力，体现在
─始终如一地为客人提供优质服务。
─在每一次同客人接触时，令客人喜出望外。
─行政管理人员与客人保持直接接触。
We will make customer loyalty a key driver of our business through
- consistency in delivery of service
- delighting our customers in every customer contact
- executives having a customer contact role.
我们的使命宣言：为客人提供物有所值的特色服务 和创新产品，令客人喜出望外。
Our Mission ：Delighting customers by providing quality and value through distinctive service and innovative products (Shangri-La)

雷迪森：雷迪森的目标是100%的顾客满意率，如果你对某项服务不满意，请让我们知道，我们将对其进行纠正否则你可以不付款。
Our goal at Radisson is 100% guest satisfaction, if you aren’t satisfied with something, please let us know and we’ll make it right or you won’t pay.（Radisson）

海天：海天经营理念：为顾客创造价值Create value for guests；海天服务理念：海天之间一个家Hai Tian is a home away from home