酒店管理背景英文文献
酒店服务质量管理外文文献翻译
酒店服务质量管理外文文献翻译This article examines the issue of service quality management in the hotel industry。
The importance of providing high-quality service to customers is emphasized。
as it is a key factor in customer XXX can use to improve their service quality。
such as employee training。
customer feedback。
and service recovery。
nally。
the article highlights the role of technology in service quality management and the XXX.In the hotel industry。
providing high-XXX service during their stay。
and any ings in service quality can lead to negative reviews and a loss of business。
Therefore。
XXX service quality management in order to XXX.XXX employees。
hotels XXX。
problem-solving。
XXX。
hotels XXX.XXX of service quality management is service recovery。
Even with the best ns and efforts。
mistakes and service failuresXXX must have a plan in place for addressing these XXX refunds。
酒店服务质量管理外文文献翻译
文献出处：Borkar S, Koranne S. Study of Service Quality Management in Hotel Industry [J]. Pacific Business Review International, 2014, 6(9): 21-25.原文Study of Service Quality Management in Hotel IndustryBorkar; SameerAbstractIt is an attempt to understand the role of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations better focused and reliable and meet the customer expectations. Descriptive research design is used to know the parameters of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality management practices and its effectiveness. Data analysis is done and presented; hypothesis is tested against the collected data. Since the industry continuously tries to improve upon their services to meet the levels of customer satisfaction; Study presents tools for continuous improvement process and how it benefits all the stake holders. It can be inferred from the study that the hotel implement continuous improvement process and quality management tools to remain competitive in the market. The study involves hotels of highly competitive market with limited number of respondents. This limits the study to hotel industry and has scope of including other hospitality service providers as well.Keywords:Customer Satisfaction, Perception, Performance Measurement, Continuous, Improvement Process.IntroductionIt has brought paradigm shifts in the operations of hospitality industry. The overall perspective of the industry is changed due to introduction of new techniquesand methods of handling various processes. Awareness among the hoteliers and the guests has fuelled the inventions focused on operations. The increased sagacity of customer satisfaction led to the use of high standards of service in industry. The new service parameters made the hoteliers to implement quality management as an effective aid. It has significantly affected hotels' ability to control and adapt to changing environments. The use of new techniques began with the simple motive of sophistication and precise activities in the given field of operation which may result in high standards of service in global economy and has allowed the rise of a leisure class.Conceptual Framework This study of Service quality management in hospitality industry is an attempt to understand the presence of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations safer, focused and reliable and meet the customer expectations.As the hospitality industry becomes more competitive there is an obvious need to retain clientele as well as increasing profitability and hence management professionals strive to improve guest satisfaction and revenues. The management professionals whom are striving for these results however often have limited understanding of research surrounding the paradigms of guest satisfaction and loyalty and financial performance. This research paper shall enlighten some of the variables and important facts of service quality resulting into guest satisfaction.Review of LiteratureCustomers of hospitality often blame themselves when dissatisfied for their bad choice. Employees must be aware that dissatisfied customers may not complain and therefore the employees should seek out sources of dissatisfaction and resolve them. (Zeithaml V., 1981, p.186 -190)It is said that service quality is what differentiates hospitality sector, however there is not an agreed definition of what service quality is. There is however a few different suggestions of how to define service quality. Dividing it into technical, functional and image components; (Greenrooms C., 1982) another is that service quality is determined by its fitness for use by internal andexternal customers. It is accepted that service quality is depends upon guest's needs and expectations. A definition of service quality state that quality is simply conformance to specifications, which would mean that positive quality is when a product or service specific quality meet or exceed preset standards or promises. This however seems like an easy view within the hospitality industry. The alternative definitions read as follows: 1) quality is excellence; 2) quality is value for money; 3) quality is meeting or exceeding expectations. This appears better aligned with ideas which exist within hospitality management than the first mentioned simplistic approach. Service quality and value is rather difficult to calculate, companies must therefore rely on guest's quality perceptions and expectations to get consistent results which is best achieved by asking guest's questions related to expectations and their perceptions of the service quality, which can effectively be achieved through carefully designed surveys.A major problem with service quality is variability and limited capability and robustness of the service production process. (Gummesson E., 1991) Hotels consumers have well-conceived ideas about service quality and quality attributes are considered important for most types of services, the absence of certain attributes may lead consumers to perceive service quality as poor. The presence of these attributes may not substantially improve the perceived quality of the service. Most customers would be willing to trade some convenience for a price break, and that the behavior, skill level and performance of service employees are key determinants of perceived quality of services. This is a major challenge in improving or maintaining a high level of service quality. (Tigineh M. et al 1992)Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The resultant costs of poor service quality planning lead to lower profitability as part of the service failures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guest's evaluation of service comprise of two basic distinct dimensions: service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional quality) is more important than the outcome of the service process (technical quality). This researchclearly indicates that effort by staff have a strong effect on guest's satisfaction judgments.Companies delivering services must broaden their examination of productivity to help settle conflicts – the leverage synergies – between improving service quality and boosting service productivity. ( Parasuraman A. 2002)A key activity is to conduct regularly scheduled review of progress by quality council or working group and management must establish a system to identify areas for future improvement and to track performance with respect to internal and external customers. They must also track the changing preferences of customer.Continuous improvement means not only being satisfied with doing a good job or process. It is accomplished by incorporating process measurement and team problem solving an all work activities. Organization must continuously strive for excellence by reducing complexity, variation and out of control process. Plan-D-Study-Act (PDSA) developed by Shewhart and later on modified by Deming is an effective improvement technique. First Plan carefully, then carry out plan, study the results and check whether the plan worked exactly as intended and act on results by identifying what worked as planned and what didn't work. Continuous process improvement is the objective and these phases of PDSA are the framework to achieve those objectives. (Besterfield D. et al 2003)The 'servicescape' -is a general term to describe the physical surroundings of a service environment (Reimer 2005, p. 786) such as a hotel or cruise ship. Guests are sometimes unconsciously trying to obtain as much information as possible through experiences to decrease information asymmetries This causes guests to look for quality signals or cues which would provide them with information about the service, which leads us to 'cue utilization theory'. Cue utilization theory states that products or services consist of several arrays of cues that serve as surrogate indicators of product or service quality. There are both intrinsic and extrinsic cues to help guests determine quality. Consequentially, due to the limited tangibility of services, guests are often left to accept the price of the experience and the physical appearance or environment of the hotel or cruise ship itself as quality indicators. Though there are many trade andacademic papers discussing guest satisfaction has been published, one can note that limited attention has been paid to the value perception and expectations guests have towards product delivery and influence price guests pay for an experience has on satisfaction and future spending. Furthermore it is also known that the role of pricing in relation to guest determinants of perceived quality of services. This is a major challenge in improving or maintaining a high level of service quality. (Tigineh M. et al 1992)Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality.The resultant costs of poor service quality planning lead to lower profitability as part of the service failures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guest's evaluation of service comprise of two basic distinct dimensions: service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional quality) is more important than the outcome of the service process (technical quality). This research clearly indicates that effort by staff have a strong effect on guest's satisfaction judgments. Companies delivering services must broaden their examination of productivity to help settle conflicts –the leverage synergies –between improving service quality and boosting service productivity. ( Parasuraman A. 2002) Telephonic conversation with peers and friends in hospitality industry worked a wonder giving lots of inputs in drafting this paper. Secondary data sources- For this study, data sources such as hospitality journals, Books on service quality management, organization behavior, URL on internet of various hospitality majors. Referring hospitality publications were helpful in knowing the current inventions in industry.Research Tools: Descriptive research design is used to know the attributes of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality management practices and its effectiveness. Data analysis is done and presented in tables. The hypothesis is tested against the collected data.Hypotheses:The hypotheses framed for the subject are Hypothesis 1:Implementing service quality management as a tool for improvement in Customer Satisfaction.Hypothesis 2: Practicing Continuous Improvement program has benefited hotel.Limitation & Scope of the Study: Though there was a specific questionnaire used for collecting information, the objective of the paper was well discussed with the every contributor and whatever the information was provided by these sources is arranged for further analysis. The analysis of the available data is done on the relevance to the topic. The effectiveness of the technology in conservation of resources was always a point of consideration. The data is sifted for making it as precise as possible.Analysis and DiscussionsThere is a significant relationship between service quality management and customer satisfaction. In hospitality industry, the customer satisfaction variables such as Availability, Access, Information, Time, delivery of service, availability of personal competence, Comfortable and safer atmosphere and pollution free environment are of prime concern to every hotelier. The industry continuously tries to improve upon their services to meet the levels of customer satisfaction.The intangible nature of the service as a product means that it could be very difficult to place quantifiable terms on the features that contribute to the quality and measurement of the quality of the product is a problem for Service quality management. The customer is frequently directly involved in the delivery of the service and as such introduces an unknown and unpredictable influence on the process.The customer variability in the process makes it difficult to determine the exact requirements of the customer and what they regard as an acceptable standard of service.This problem is magnified as it is often judgmental, based on personal preferences or even mood, rather than on technical performance that can be measured. Every hotel has a target market to cater which has very specific requirement in terms of expected and perceived quality of service.The customers come with different perception of quality every time they come to hotel and this makes it quite difficult to define quality and set the level of it. It requires hotel to continuously compare their perception against customer perception in terms of satisfaction measurement with performance measurement. The study has shown that the effective tools which management of various hotels uses for continuous improvement process and how it is dissipated amongst all the stake holders.译文酒店业服务质量管理研究博卡;萨米尔摘要本文旨在研究酒店业中质量改进过程的作用以及如何有效地推动企业的可持续发展。
酒店管理系统 外文文献 外文翻译 中英翻译
Hotel Management System Integration Services1.IntroductionIt is generally accepted that the role of the web services in businesses is undoubtedly important. More and more commercial software systems extend their capability and power by using web services technology. Today the e-commerce is not merely using internet to transfer business data or supporting people to interact with dynamic web page, but are fundamentally changed by web services. The World Wide Web Consortium's Xtensible Markup Language (XML) and the Xtensible Stylesheet Language (XSL) are standards defined in the interest of multi-purpose publishing and content reuse and are increasingly being deployed in the construction of web services. Since XML is looked as the canonical message format, it could tie together thousands of systems programmed by hundreds of programming languages. Any program can be mapped into web service, while any web service can also be mapped into program. In this paper, we present a next generation commercial system in hotel industry that fully integrates the hotel Front Office system, Property Management System, Customer Relationship Management System, Quality Management system, Back Office system and Central Reservations System distributed in different locations. And we found that this system greatly improves both the hotel customer and hot el officer’s experiences in the hotel business work flow. Because current technologies are quite mature, it seems no difficulty to integrate the existing system and the new coming systems (for example, web-based applications or mobile applications). However, currently in hotel industry there are few truly integrated systems used because there are so many heterogeneous systems already exist and scalability, maintenance, price, security issues then become huge to be overcome. From our study on Group Hotel Integration Reservation System (GHIRS), there are still challenges to integrate Enterprise Information System (EIS), Enterprise Information Portal system (EIP), Customer Relationship Management system (CRM) and Supply Chain Management system (SCM) together because of standardization, security and scalability problems, although GHIRS is one of few integration solutions to add or expand hotel softwaresystem in any size of hotel chains environment.We developed this system to integrate the business flow of hotel management by using web services and software integration technologies. In this paper, firstly we describe a scenario of hotel reservation and discuss the interaction between GHIRS and human. Secondly we analyze details of design and implementation of this system. The result and implications of the studies on the development of GHIRS are shown in the later part. Finally we discuss some problems still need to be improved and possible future directions of development.2. Hotel Reservation: A Business Case StudyOur initial thinking to develop GHIRS is to minimize the human interaction with the system. Since GHIRS is flexible and automated, it offers clear benefits for both hotel customers and hotel staff, especially for group hotel customers and group hotel companies. Group hotel companies usually have lots of hotels, restaurants, resorts, theme parks or casinos in different locations. For example, Shangri-La group has hundreds of hotels in different countries all over the world. These groups have certain customers who prefer to consume in hotels belong to the same group because they are membership of the group and can have individual services.The first step of a scenario of hotel reservation is that the consumer plans and looks for a hotel according the location, price or whatever his criteria and then decides the hotel. Then he makes a reservation by telephone, fax, internet, or mail, or just through his travel agent. When hotel staff receives the request, they first look if they can provide available services. If there is enough resource in the hotel, they prepare the room, catering and transportation for the request and send back acknowledgement. At last the guest arrives and checks in. The business flow is quite simple; however, to accomplish all these tasks is burdensome for both the consumer side and the hotel side without an efficient and integrated hotel management system.Telephone may be a good way to make a reservation because it is beyond the limit of time and space. Guests can call hotels at any time and any place. However, itcosts much when the hotel is far away from the city where guest lives; especially the hotel locates in a different country. Moreover, if there is a group of four or five people to make reservation together, it would take a long time for hotel staff to record all the information they need. Making reservation by travel agent saves consumers’ time and cost, but there is still millions of work for agent to do. They gather the requirements from consumers, then distribute to proper destination hotels. Because these hotels don’t use a same system (these thousands of hotels may use hun dreds of management systems), someone, agent or hotel staff, must face the problem how to handle information from different sources with different hotel management systems to different destinations.Web service becomes the tool to solve these problems. Our web services integrate the web server and hotel management system together, and everyone gets benefit. Booking a room easily anywhere and anytime becomes possible by using GHIRS. Consumer browses websites and finds hotel using his PC, PDA or mobile phone (WAP supported), after his identity is accepted, he can book a reservation. Two minutes later he can get the acknowledgement from the hotel by mobile phone text message or multimedia message, or email sent to his email account or just acknowledgement on the dynamic web page, if he hasn’t leave the website. The response time may take a little longer because when the hotel receives the quest, in some circumstance, hotel staff should check if there is clean and vacant room left. The web service is a standard interface that all travel agents can handle, gather and distribute the reservation information easily through internet. When the reservation request is acknowledged, hotel staff prepares the room, catering, and transportation for guests. Since the information already stored in the database, every part in the hotel chains can share it and work together properly. For example, staff in front office and housekeeping department can prepare room for guests according to the data, staff in back office can stock material for catering purpose and hotel manager can check business report in Enterprise Information Portal integrated with GHIRS by his browser. Then room rent-ratio reports, room status reports, daily income reports and other real time business reports are generated. Managers of the group can access anyreport of any hotel by the system. In the later part of this paper, we will show how consumers, agents, and hotel staff can efficiently work together by GHIRS.GHIRS is scalable for small-to-large hotel chains and management companies, especially good for hotel group. It truly soars with seamless connectivity to global distribution systems thereby offering worldwide reservation access. It also delivers real-time, on line reservations via the Internet.3. Integration of Hotel Management System3.1 Existed SystemGHIRS is developed on the base of an existed hotel management system called FoxhisTM. FoxhisTM shares the largest part of software market in hotel industry in China. FoxhisTM version 5 has distributed Client/Server architecture that the server runs SCO-UNIX and client runs Microsoft Windows and it use Sybase database on UNIX. The system includes Front Office system, Property Management system, Quality Management system, Human Resource Management system, Enterprise Information Portal system (EIP), Customer Relationship Management system (CRM) and Supply Chain Management system (SCM).This system is largely based on intranet environment. Most of the work is done in a single hotel by the hotel staff. It’s no customer self-service. If a consumer wants to book a room, hotel staff in local hotel must help the guest to record his request, although FoxhisTM system already done lots of automatic job.When the systems are deployed in different hotels that are parts of a group, sharing data becomes a problem. Just as an example, if the group has ten hotels, there would be at least ten local databases to store the consumers’ data. Because hotels need real time respond of the system, so these ten hotels can’t deploy a central database that does not locate in the same local network. Thus one guest may have different records in different hotels and the information cannot be shared. By web services as an interface, these data can be exchanged easily.3.2 DesignRecall that our initial thinking to deploy GHIRS is to save hotel staff, travel agents and consumers’ labor work the system is to link all the taches of hotel business chains. Figure1 shows how consumers, agents, hotel staff cooperate together efficiently with the system.Consumers could be divided into two categories. One is member of hotel group, who holds different classes of memberships and gains benefits like discount or special offers. These consumers usually contribute a large part of the hotel’s profit then are looked as VIP. The hotel keeps their profiles, preferences and membership account status. The other category is common guest. All these two kinds of guests and travel agents who may trade with many other hotels face the web-based interface that let them to make a reservation. For common guest, the system just requires him to input reservation information such as guest name, contact information, arrival and departure the system. The central processing server then distributes the information to appropriate hotel. Since web services technology is so good for submitting documents to long running business process flows, hotel staff could easily handle this data in and out of database management system and application server. As the membership of hotel, a user just inputs his member id and password, room information, arrival and departure date, then finish the request. Because hotels keep members’ profile, and systems exchange profile across all hotels of the group by web services, hotel staff in different hotels could know the guest’s individual re quirement and provide better services.The agents work for consumers get benefits from GHIRS as well. They may also keep the consumers’ profile and the web services interface is open to them, it is easy to bridge their system to hotel management system. Before GHIRS is deployed, the agents should separate and process the reservation data and distribute them to different hotels, which is an onerous job. But now the agents could just press one button and all the hotel reservation is sent to destination.Hotel staff receives all request from different sources. Some policies are appliedto response the request. For example, some very important guest’s request is passed automatically without confirmation, the guest could get acknowledgement in very short time. The request triggers all chains of the hotel business flow and all the preparation work is done before his arrival. But for the common customer, hotel staff would check on the anticipate date if there is vacant and clean rooms available. Because all the FoxhisTM components are integrated together, staff users needn’t change computer interface to check he room status. If it is a valid request with enough guests’ information and there is enough room left, a confirmation is sent back. If there is not enough vacant room, hotel staff will ask if guest would like to wait a time or transfer to other hotels in the hotel group or alliance hotels. In order to transfer guest’s request, data flows from local database to the central server through local web server, then it is passed to another hotels database by web services interface.3.3 ImplementationToday there are lots of platforms that could provide capabilities to integrate different system and offer other features such as security and work load balancing. The two main commercial products are Java2 Enterprise Edition (J2EE) and . They offer pretty much the same laundry of list of features, albeit in different ways. We choose .NET platform as our programming environment, however, here we don’t advo cate which platform is better or not. Our target is to integrate these decentralized and distributed systems together. In fact, both of these platforms support XML and SOAP to accomplish our task.We use Microsoft Internet Information Services (IIS) as web server and Sybase database server. The firewalls separate the local networks from the public networks. This is very important from the security point of view. Each hotel of the group has a database server, an application server and a web server to deploy this multi-tier system that includes the user interface presentation tier, business presentation tier, business logical tier, and the data access tier. C# is adopted as the programming language for the core executable part. XML is the data exchange standard format.酒店管理系统集成服务1.简介人们普遍认为，网络服务角色在企业中无疑是重要的。
酒店业 英文文献及翻译
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increased service and facilities. In fact, many turn away from such modern conveniences as in-room television, radios, and telephones. Instead, they offer the attraction of old world charm and coziness in a scenic or historic setting. Guests might expect to find working fireplaces in their rooms, handmade quilts on their beds, and antique furniture throughout the inn. Many of the inns are direct descendants of the old inns and taverns that flourished along stagecoach routes 200 years ago. The smaller country inns, sometimes with as few as three or four rooms, are usually run by friendly couples who pride themselves on the comfort and cleanliness of their accommodations and the quality of the food that they serve. Some of the larger chain hotels (e.g. Holiday Inns) use the name inn. Motor inns, however, should not be confused with country inns. The chains use the name to suggest a feeling of warmth and friendliness, though their properties quite different from the more intimate country inns. For centuries, the hotel business could well business could well be described as a cottage industry, because each hotel was a privately-owned, independent enterprise. Occasionally, a well-know hotel would successfully produce a few namesakes under the same management, but such examples were few. The first notable exception was the Caesar Ritz group. E. M. Statler was the first to point out the economic and financial advantages of operating several large hotels under a single management. Despite Statler’s success, the chain concept was slow to catch on in the period between the two world wars. Later on, Conrad Hilton, in particular, became the originator contributing to the growth of the hotel management company. Kemmons Welson and Wallace Johnson, founders of Holiday Inn, fully enriched the chain concept by franchising the Holiday Inn name and establishing a national reservation network. The chains have expanded in a number of ways. One is through direct investment. It means that the headquarters corporation itself puts up the necessary fund to build and operate a new hotel or to buy and renovate an old one. Another is by establishing management contracts with the actual owner of the hotel, whereby the chain actually takes over an empty building and operates it according to its own operating procedures for a fee or for a percentage of the profits. This method is frequently used when the chain expends into a foreign country. A somewhat similar method is the joint venture, a partnership in which both the chain and local
关于酒店的英文参考文献
关于酒店的英文参考文献参考文献：1. Gu, M., Guo, H., Basinski-Ferris, J., & Li, H. (2020). Customer satisfaction in the hotel industry: A systematic review and critical synthesis. International Journal of Contemporary Hospitality Management, 32(8), 2450-2474.该研究对酒店行业的客户满意度进行了系统综述和关键综合。
研究通过对相关文献的综合分析，提出了客户满意度的定义、影响因素、评价指标和管理策略。
研究结果表明，服务质量、员工行为、设施设备、价格和地理位置是影响客户满意度的重要因素。
此外，研究还提出了一些管理措施和建议，包括提高员工培训、改进服务流程和促进客户参与等。
2. Lee, C. K., & Mills, J. E. (2020). Hotel revenue management: An overview and synthesis of the literature. International Journal of Hospitality Management, 86, 102399.该文综述了有关酒店营收管理的文献。
研究提出了酒店营收管理的定义、目标和关键组成部分。
同时，研究还综合了酒店营收管理的相关理论和实践，包括定价策略、容量管理、销售渠道管理和预测技术等。
研究认为，合理的酒店营收管理可以提高酒店的收入和利润，并增强酒店的可持续竞争力。
3. Kim, S., Park, J., & Morrison, A. M. (2019). Investigating the effects of online hotel reviews on consumers' decision-making: A social influence perspective. Journal of Travel Research, 58(2),215-230.该研究从社会影响的角度探讨了在线酒店评论对消费者决策的影响。
酒店管理专业英文作文
酒店管理专业英文作文英文：As a hotel management professional, I believe that communication and customer service are two key components to success in this industry. It is important to be able to effectively communicate with both colleagues and guests, as well as anticipate their needs and exceed their expectations.One example of effective communication is the ability to speak multiple languages. In the hospitality industry,it is not uncommon to encounter guests who speak adifferent language than your own. Being able to communicate with them in their native language can make them feel more comfortable and welcome, leading to a better overall experience for the guest.Another example of effective communication is active listening. This means not just hearing what the guest issaying, but truly understanding their needs and concerns.By actively listening and responding appropriately, you can build trust with the guest and ensure their satisfaction.In terms of customer service, it is important to go above and beyond for guests. This can mean anything from providing extra amenities to accommodating special requests. For example, if a guest mentions that they have a food allergy, it is important to take note of this and make sure their meals are prepared accordingly.In addition, it is important to be able to handledifficult situations with grace and professionalism. For example, if a guest is unhappy with their room, it is important to listen to their concerns and offer solutionsto make their stay more comfortable.Overall, effective communication and exceptional customer service are essential in the hotel management industry. By prioritizing these aspects, you can ensurethat guests have a positive experience and are likely to return in the future.中文：作为一名酒店管理专业人士，我认为沟通和客户服务是这个行业成功的两个关键因素。
Chapter-one-Hotel-Industry酒店管理英文版第一章
Chapter one Hotel Industry英文称谓：hotel一词源于法语，原指招待贵宾的乡间别墅。
如白天鹅宾馆（White Swan Hotel）,Guesthouse (中文直译，如五洲宾馆)，Inn(如假日酒店Holiday Inn)，Hostel指招待所、青年旅馆，Apartment house或Flats指公寓，villa指乡间别墅、庄宅。
1．The Tourism IndustryLodging properties are a segment within the tourism industry. Figure 1.1 (Segments in the Tourism Industry) provides an overview of the different types of organizations that make up the tourism industry.Hospitality: the generous and cordial provision of services to a guest, is at the heart of the hotel industry.These services: room accommodation, food and beverage, meeting facilities, entertainment facilities, reservations, information of hotel services, information on local attractions…2．A Brief History of HotelsTravelers have always required places where they could rest at the end of the day for the earliest travelers, this place was a campsite with, good fortune permitting, a campfire. Over time, places of rest became available at the crossroad centers of travel and, in between these centers, persons living along travel routes frequently made a room (lodging) and board (meals) available in their own homes.1、古代客栈时期。
酒店客房管理系统 外文文献翻译 精品
（学校代码： XXX 学号：XXX本科毕业外文文献翻译学生姓名：X X X学院：信息工程学院系别：计算机系专业：软件工程班级：软件06指导教师：X X X讲师二○一○年六月To connect SQL Server databaseFirst we introduce the basic knowledge of the database, be regarded as the warm-up exercise that study database weave distance front!1.warm-up exerciseNeeding first avowal is relation database that database knowledge that we here introduce all point. The so-called relation database is to mean data as that the form gather, passing to establish simple form an a kind of database for of relation to defining construction.I ignore the watch at how saving way in physics in the document in database is, it can see to make an a line for with row, with electronics form is similar with the row. In relation database, the line were called the record, but the row then is called word segment.This form inside each an all in formations for is a record, it including particular customer, but each record then included the same type with the word segment of the quantity: Customer's number, name etc.Form is logic set that a kind of related information that press a line of arranging with row, similar in single form in work.Each row of the word a database form inside calls a word segment. Watch is from every kind of word a definition of its containment of, each word a data for describing its implying. While creating to set up a database, the beard assign for each word segment a the piece belongs to the sex with the other according to the type, biggest length. The word segment can include every kind of word sign, arithmetic figure even sketch.An information of relevant customer deposits in the line of the form, is called record. By any large, arbitrarily two records for database form to create set up can't be same.Key be a certain word segment( or several words segment) of the form inside, it() for fast inspect but drive index. The key can be unique, and also can then the right and wrong is unique, being decided by it() whether admission repetition. Unique key can specify for main key, using each one that come to unique marking form.The norm turns the database design of mission be method that the data of buildup, but the data of buildup, should can dissolve otiose repetition, and for have the necessary information offering to check to seek the path quickly. For attaining this kind of target but separate information to the process gone to in every kind of independent form, be called the norm turn.It is complicated process to use many appointed rules to proceed the norm with the type of the different Class that norm turn. That process studies and discuss already beyond the reach of textual scope. But, the norm of the simple database in majority turn and can use the simple experience in underneath rule completes: include the form of the information of repetition must be divided into independent a few forms dissolve repetition.If we have chosen to learn 12 curricular 1000 students, the each curricular elucidation will show with the teacher 100 many- to choose that curricular and eachstudent repeat once. To avoid this kind of low efficiency, should to turn the dichotomous and independent form in form to the norm,an is used to mean the student, the another uses mean the course.Now the form was turned by the norm, so, to changes the particular and curricular course describe or" data", as long as change a record all right.Is a basic knowledge concerning database above, this is what study database plait distance must. Although the database technique is used as a course, its depth is not this space and can describe with the wide degree of, be used as the primer with simple database plait the distance should be all right already.Like, underneath we can start practicing. We usually meet the database system is to registers the system, ignoring you are in the unit, or attend what buildup, the register is to cans not help of, and it of the construction is more simple, we take a register system as an example. The analysis is once a data for involving.2. understanding the elementsFor the register, want the on the trail of information include:name 、sex、native place、age、date of birth、unit、address、postal service codes、telephone、FAX. Certainly, can create to set up a form in brief, make above each piece according to item to should a word segment.Need to point the form the main key in parties now, in order to unique marking each a record, increase register number conduct and actions unique key respectively in register form, guarantee a two records like this all different.To the database after making an above analysis, we can start establishing the database.3.set up the firm in campHere we study to establish the database how, needing to make sure the type that to establish the database first. Pass in Visual Basic the data interview control piece or data interview object ( DAO) can visit the following database:1)The database of JET, namely Microsoft Access2)The database of ISAM, such as: DBase, etc. of FoxPro3)The database of ODBC, every follow the standard of ODBC customer/ server database. Such as: Microsoft SQL Server, OracleBy any large, if develop the personal small scaled database system, use Access database comparison accommodation, to develop the big and medium-sized database system uses the database of ODBC fester. But dBase with the database of FoxPro because of already dated, unless special circumstance, do not use otherwise. In our example, chose to use the database of Access certainly. Establish the database of Access contain two kinds of methods: While establishing the database in Microsoft Access. Click" new set up" button can establish the new form. Here we main introduction the second method: The usage can see to turn the data management machine, do not need to weave the distance and then can create to set up the database. Can see to turn the data management machine is the applied procedure of a great use, it is a VB business enterprise version is supplementary with the profession version, in the catalogue\..\ Devastation\ vb\ samples\ the Visdata is next, its interface is as follows the diagram.Click the menu" document" item is next" new set up" son item" Microsoft ACCESS" son item of" edition 7.0 MDB" item. Input the new setting upthe name of the database in flick window way open" register", appear the underneath show the window way:Want the born and new form, the single shot in right key database window way flicks the menu open, then the choice" new form" ordinaries, establishing in" watch construction" dialog box appeared later on a word for wanting segment. The every time faces to join in the form new word segment, single shot" increment word segment" button, will appear of" increment word segment" dialog box."Increment word a type for" options in the dialog box, according to word segment. In our the register database that establish, the type of the each word segment.Want to notice of is, because the word segment registers the number be used unique marking record of, therefore, it can't be inputted by customer. So while defining the word's segment need to be defined for Long data type, the " automatic born word segment" item is valid, and picks out this item. Be the customer like this to input to record with other the different value every input a new record, system would on the word's segment automatically.In ACCESS database, the key word realizes with the index of, conduct and actions plait distance personnel at gather to weave the distance to the record of the form type, needs to adjust to use index. While searching, the technique of Rushmore uses the index information the excellent turning the search automatically. After completing the form definition, click" increment index" button, flick such aspen figure 5 show the window way.In window way the right side contain three optioned, its meaning, such as table,12.Increase the index dialog box options.After completing such as figure 6.Certainly, the academic association database establishes too not a dynasty the business of the one night, the reader no harm much practices once.Visit databases design and the development of the application procedures of MS Visual Basics of the databases of the SQL Server. When design a system, the customer still needs to comprehend to use to come to visit the plait distance of ask the data of SQL Server to connect. The origin was detailed to elaborate that the usage open type database conjunction (the Open Database Connectivity, ODBC) adjusts to connect the objects to connect with the class, still having the data interviews object (the Data Access Objects, the DAO) and the long-range data objects.Design and weave to write large and complicated and applied procedure's database design for the software developer is a challenge, need to choose to weave the distance language and tools, do an accommodation for the SQL Server, choose the calculate way and the data structures, still need to design the sketch customer interface and the application procedures to connect. The decision within the most important software design is applied fixed position of the procedure. In other words, design must specify the system of which parts are data, business rule, and the data entrance procedure and used for circulating the code of other part. The MS Visual Basic supports the plait distance that some databases manage the systems connect, especially SQL Server. Adjust to connect to include the ODBC and DB-Libraries to connect the, object to connect to include the data interview object (DAO), long range data object (the RDO), the OLE DB and the ActiveX Data Objects (ADO) with the class, the SQL that returns the capable SQL Server to manage the mission distributes to manage the object (the SQL Distributed management Objects, SQL-DMO) toconnect. Connect the oculars right choice can improve the whole function of system and the development speed biggest. Design the large data warehouse system needs to choose the applied model properly. Traditional customer/ service's model depends on to join in the center layer but get the improvement to become three layer models. These three layers divide the line system as three parts: each layer is responsible for providing the service:(1) Data service( the Data Service) contain the maintenance data and the operation date such as the increment, modification, deletion and backups. These services maintenance data relation and contact, support backup and instauration operation. Usually the data service is managed the system usage by the database.(2) business service( the Business Service) is handled the logic by the business rule and data to constitute, such as the data legitimacy rule, the business processing support and the record backup logics. The main purpose of these services provides the data maintenance toward the application procedure Logic.(3) expression service( the Presentation Service)( or the customer service) support customer interface, control the customer data to input to express with data.(Output) Notice in customer/ service's technical term, sometimes express the service definition as customer's machine (or head), the data service definition for server (or after carry), but the business service is in the center the layer (the middle layer). But important comprehend any two layers .The data service business service expresses the logic support GUI that the service maintenance database business rule and the processing data need, data importation and manifestation the correspondences can think to carry on between customer's machine and servers. For example, in the center the layer can think is a head.Server The physics realization of the system can carry on through many different paths. The underneath wills discuss three layer logic models three kinds of to carry out the method:1.Fat customer machine realizationMany layer (the multi tier) realizations of fat customer the machine realization three layer models of a kind of carry out the options is in the customer's on board movement business and expression services. This probably writes the most common path in the Visual Basic application procedure for the SQL Server. This kind of carries out the physics up only two layers:The server provides the data service only, this kind of method contain 2:00 shortage. First, was the applied procedure to compute the on board increment at the customer, customer's calculators need to be stronger, this will increase the system expense, because the system usually takes several customer's machines. When the system takes to have the number with thousand million of customer's machine, this kind of method will become too expensive. Another 1:00 shortage is a possible increment maintenance expenses. Move to the change of legitimacy logic and the business rule of the system and will cause upgrade customer's machine procedure each time. If the system contain customer's machine of the equal quantity, this is a problem. The biggest advantage of the machine realization in fat customer is to reduce the network discharge, if the legitimacy and the business rules need not be decide bythe database. Under this kind of circumstance, only pass the data of the legitimacy logic and can spread toward server. Be the example of the importation data legitimacy, suppose the reader to have a small form (for example national form of name) to put in customer's machine. If the data entrance mold piece checks the native watch but is not a more national name in main database, then will reduce the network discharge obviously. Another an important use is in the development process of the system. If the head developer was limited to the interview carry behind, for example, can't pass the data in the database to verify to input the legitimacy, so, this kind of method can make it right processing data.2. Thin customer machine realizationIn thin customer the machine realization, business the service locates the server, the business logic usually expresses for saving process.The Server, the saving process usages T-The SQL plait write. This kind of realization is like fat customer's machine to carry out the similar physics up only two layers.The advantage of this kind of method is to reduce the system expense, because thin customer's machine needs the less system resources, this have very important many systems of customer's machines to take. And, support the expenses to also compare the fat customer the machine system is a little less, because the code carries the concentrated control in the server.If the business rule is depend on in the data of the database, thin customer the machine realization reduces the network discharge. The main shortage of this kind of method is a saving process to lack the vivid. The Visual Basic provide stronger than the T-SQL the plait distance ability that have to have another. Notice three the thin customer of the layer model the machine physics realization sometimes is called the fat server (the fat Server) model to confuse with thin customer's machine/ server calculation model by avoid, the latter points a kind of thin customer the machine hardware equipments and techniques are for example the Citric.3. Many layer realizationMost in brief many layer realizations are three layer realizations, many possible three a kinds of the layer model physics realizations. In this kind of realization, Link the SQL Server usage data service business to serve the " thin" customer of the machine expression service data service business service of fat customer from the Visual Basic the machine expression service data business the service be an alone the progress circulate. That progress can install for serve in the data same set server of the place or at another one server of the dissimilarity. The key characteristics of this kind of realization is the data service, business to serve the different from expression serve to can do for separation of progress movement in calculator. Three layer realizations.连接SQL Server数据库我们先介绍一下数据库的基本知识，算是学习数据库编程前的热身运动吧！1. 热身运动首先需要声明是，我们这里介绍的数据库知识都是指的关系数据库。
关于酒店管理的英语作文
关于酒店管理的英语作文The Essence of Hotel Management.Hotel management is a complex yet rewarding field, encompassing various aspects of business operations, customer service, and strategic planning. Effective hotel management requires a blend of skills, including leadership, problem-solving, and an in-depth understanding of the industry's unique challenges and opportunities.At the helm of hotel management stands the general manager, often referred to as the hotelier. This individual is responsible for overseeing all aspects of the hotel's operations, from front-desk services to housekeeping, food and beverage, and facilities management. The general manager must possess a broad knowledge base, including financial management, marketing strategies, and personnel supervision.Financial management is crucial in hotel operations.The general manager must ensure that the hotel operates profitably while balancing revenue generation and cost control. This involves meticulous budgeting, carefultracking of expenses, and strategic pricing decisions. Marketing strategies are also integral to attracting and retaining customers. This includes understanding target market preferences, developing promotional campaigns, and maintaining a strong online presence.Customer service is the lifeblood of any hotel business. Hoteliers must create a culture that fosters exceptional customer experiences. This starts with hiring staff who are professional, polite, and attuned to guest needs. It also involves providing regular training to ensure that staffare equipped with the skills and knowledge to handlevarious situations effectively. Additionally, hotels must maintain cleanliness and comfort throughout their premises, providing guests with a welcoming and relaxing environment.Facilities management is another key aspect of hotel operations. Hotels must ensure that all facilities,including rooms, meeting spaces, restaurants, andrecreational areas, are well-maintained and up to date. This requires regular inspections, prompt repairs, and periodic renovations to maintain the hotel's competitiveness in the market.Hotel management also involves strategic planning for long-term success. General managers must anticipateindustry trends and plan accordingly. This could involve investing in technology to improve operational efficiency, implementing sustainable practices to align with environmental goals, or collaborating with other businesses to create synergies and expand market reach.In addition to these operational aspects, hotel management also involves managing human resources effectively. This includes recruitment, training, and motivating staff to achieve optimal performance. General managers must create an environment that fosters teamwork, innovation, and professional growth. They must also ensure that staff are treated fairly and with respect, fostering a positive work culture that reflects in the quality of service provided to guests.In conclusion, hotel management is a multifaceted discipline that requires a blend of strategic thinking, operational expertise, and people skills. It is about creating an environment where guests feel welcome and comfortable, while ensuring that the hotel operates profitably and remains competitive in the market. It is an exciting field that offers endless opportunities for those who are passionate about the industry and committed to delivering exceptional experiences.。
酒店管理英文作文
酒店管理英文作文1. Working in a hotel is never dull. Every day isfilled with surprises and challenges. From checking in guests to handling complaints, there is always something happening. It's a fast-paced environment that keeps you on your toes.2. One of the most important skills in hotel management is the ability to multitask. You have to be able to juggle multiple responsibilities at once. From answering phone calls to managing reservations, there is always something demanding your attention. It can be overwhelming at times, but it's also incredibly rewarding.3. Communication is key in hotel management. You have to be able to effectively communicate with guests, staff, and other departments. Whether it's resolving a conflict or providing exceptional customer service, clear and concise communication is essential. You have to be able to listen and understand the needs of others, while also effectivelyconveying your own messages.4. Attention to detail is another crucial aspect of hotel management. From ensuring rooms are clean and well-maintained to double-checking reservations, every little detail matters. It's the small things that can make or break a guest's experience, so being meticulous is a must.5. Flexibility is a must in the hotel industry. Things can change in an instant, and you have to be able to adapt quickly. Whether it's a last-minute cancellation or a sudden surge in bookings, you have to be able to roll with the punches and find solutions on the fly.6. Time management is essential in hotel management. With so many tasks and responsibilities, it's important to prioritize and manage your time effectively. Being able to stay organized and meet deadlines is crucial for success in this industry.7. Problem-solving skills are a must in hotel management. From handling guest complaints to resolvingconflicts among staff members, there are always problems that need to be solved. Being able to think critically and find creative solutions is key.8. Building relationships is a big part of hotel management. Whether it's with guests, staff, or suppliers, fostering positive relationships is essential. It's about creating a welcoming and friendly atmosphere that keeps guests coming back.9. Finally, a passion for hospitality is what drives successful hotel managers. It's about genuinely caring for the well-being and satisfaction of guests. It's about going above and beyond to create memorable experiences. Without a genuine passion for hospitality, it's hard to truly excel in this industry.In conclusion, hotel management is a challenging yet rewarding career. It requires a diverse range of skills, from multitasking and communication to attention to detail and problem-solving. It's a fast-paced industry that demands flexibility and time management. But above all,it's about building relationships and providing exceptional service.。
酒店管理专业 英文作文
酒店管理专业英文作文英文：As a hotel management major, I have learned a lot about the hospitality industry and how to provide excellent customer service. One of the most important skills I have developed is communication. Being able to effectively communicate with guests, colleagues, and superiors is crucial in this field.For example, when a guest has a complaint or issue, it is important to listen attentively and empathize with their situation. I have learned to use phrases such as "I understand how frustrating that must be" or "I apologizefor any inconvenience this has caused" to show that I am taking their concerns seriously. From there, I work with the guest to find a solution that meets their needs and exceeds their expectations.Another important aspect of hotel management isattention to detail. Whether it's ensuring that a guest's room is clean and well-stocked with amenities or overseeing the preparation of a banquet event, every detail matters. I have learned to be meticulous in my work and to double-check everything to ensure that nothing is overlooked.Finally, as a hotel management major, I have also learned the importance of adaptability. The hospitality industry is constantly evolving, and being able to adapt to new technologies and trends is crucial. For example, many hotels are now using mobile check-in and keyless room entry, so it's important to be comfortable with technology and willing to learn new systems.Overall, studying hotel management has taught me valuable skills in communication, attention to detail, and adaptability. These skills will serve me well in my future career in the hospitality industry.中文：作为一名酒店管理专业的学生，我学到了很多关于酒店行业和如何提供优质客户服务的知识。
关于酒店管理的英语作文
Hotel Management: A Dynamic andMultifaceted FieldHotel management is a vast and diverse field, encompassing various aspects of the hospitality industry.It involves the oversight and coordination of various departments within a hotel, including front desk operations, housekeeping, food and beverage services, facilities management, and more. The success of a hotel dependsheavily on the effectiveness of its management team, who must ensure that guests receive exceptional service and a memorable experience.One of the key roles of hotel management is to create a welcoming and comfortable environment for guests. This begins with the design and layout of the hotel itself,which should reflect the desired brand image and provide a space that is both aesthetically pleasing and functionally practical. The interior design, including the choice of furnishings, colors, and lighting, should create a relaxing and inviting atmosphere.Another crucial aspect of hotel management is the training and supervision of staff. Hotel employees are theface of the hotel and their performance has a direct impact on guest satisfaction. Management must ensure that staff are properly trained to handle various situations, from checking guests in to addressing complaints, and that they maintain a professional and friendly demeanor at all times. The efficient operation of hotel departments is also crucial. Front desk staff must be able to handle reservations, check-in and check-out procedures, and provide information about hotel facilities and services. Housekeeping departments must maintain cleanliness and tidiness throughout the hotel, ensuring that guests enjoy a comfortable and hygienic environment. Food and beverage departments must provide a variety of quality cuisine and beverages, and facilities management must ensure that all hotel facilities, such as elevators, heating and cooling systems, and security systems, are in good working order. In addition to these operational responsibilities,hotel management must also focus on marketing and revenue generation. They must develop and implement effective marketing strategies to attract new guests and maintain a loyal customer base. This may involve advertising, socialmedia campaigns, and partnerships with travel agencies and other businesses. Hotel managers must also analyze market trends and competition to ensure that their hotel remains competitive and profitable.Hotel management is also responsible for financial planning and budgeting. They must develop a budget that covers all operational costs while also generating a profit. This requires careful analysis of expenses and revenue streams, as well as the ability to make informed decisions about investing in new equipment, technology, or facilities that can enhance the guest experience and increase profitability.Finally, hotel management must be responsive to guest feedback and complaints. They must have a system in placeto collect and analyze guest feedback, and use this information to improve services and facilities. Addressing complaints promptly and effectively is also crucial to maintaining guest satisfaction and loyalty.In conclusion, hotel management is a complex and challenging field that requires a broad range of skills and knowledge. Successful hotel managers must have strongleadership abilities, excellent communication skills, and a keen understanding of the hospitality industry. They mustbe able to manage operations effectively, train and supervise staff, market the hotel, and respond to guest feedback. By doing so, they can create a hotel thatprovides guests with an exceptional experience andgenerates sustained profitability.**酒店管理的多维性与挑战**酒店管理是一个庞大且多元的领域，涵盖了酒店业的各个方面。
酒店管理制度英文文献
IntroductionHotel management is a complex and multifaceted process that requires careful planning, organization, and coordination. With the increasing competition in the hotel industry, effective management is crucial for ensuring customer satisfaction, profitability, and sustainable growth. This document aims to provide a comprehensive overview of a hotel management system, highlighting key aspects such as organization structure, departmental functions, and operational procedures.I. Organization Structure1. General Manager: As the highest-ranking executive, the General Manager is responsible for overseeing the overall operations of the hotel, including strategic planning, financial management, and ensuring compliance with local regulations.2. Departmental Managers: Reporting to the General Manager, departmental managers are responsible for the day-to-day operations of their respective departments, such as Front Office, Housekeeping, Food and Beverage, and Human Resources.3. Staff Members: The backbone of the hotel, staff members perform various tasks to ensure smooth operations, including receptionists, housekeepers, chefs, waiters, and security guards.II. Departmental Functions1. Front Office: The Front Office is responsible for customer check-in, check-out, reservations, and handling inquiries. Key functions include managing room assignments, handling billing, and ensuring guest satisfaction.2. Housekeeping: Housekeeping is responsible for maintaining the cleanliness and quality of guest rooms and public areas. Functions include room cleaning, laundry, and ensuring compliance with health and safety standards.3. Food and Beverage: The Food and Beverage department is responsiblefor providing quality dining and beverage services to guests and eventattendees. Functions include managing restaurants, bars, and banquet halls, as well as catering services.4. Human Resources: Human Resources is responsible for recruiting, training, and managing the hotel staff. Functions include developing and implementing HR policies, managing employee benefits, and ensuring compliance with labor laws.III. Operational Procedures1. Check-in/Check-out Process: Guests are required to present a valid ID and payment method upon check-in. The Front Office staff will assign a room, provide room keys, and handle billing. Upon check-out, guests must return room keys and settle any outstanding charges.2. Room Service: Guests can order room service by contacting the Front Office. The Food and Beverage department will prepare and deliver the requested items to the guest's room.3. Security: The hotel employs a dedicated security team to ensure the safety and security of guests and property. Security measures include patrolling the hotel premises, monitoring access points, and responding to emergencies.4. Maintenance: Regular maintenance is essential to ensure the hotel's facilities and equipment are in good working condition. Maintenancestaff are responsible for conducting routine inspections, repairing issues, and ensuring compliance with safety standards.IV. Customer ServiceCustomer satisfaction is a top priority in hotel management. To achieve this, the following practices should be implemented:1. Staff Training: Regular training programs should be conducted to enhance staff skills, knowledge, and customer service abilities.2. Feedback Collection: Guest feedback should be actively sought and analyzed to identify areas for improvement.3. Continuous Improvement: Based on feedback and performance metrics, the hotel management should strive for continuous improvement in all aspects of operations.ConclusionAn effective hotel management system is essential for ensuring smooth operations, customer satisfaction, and profitability. By implementing a well-structured organization, clear departmental functions, and operational procedures, hotels can achieve their goals and maintain a competitive edge in the industry. Continuous improvement and a focus on customer service will further enhance the hotel's reputation and ensure long-term success.。
酒店管理英语作文
酒店管理英语作文英文回答：As a passionate and driven individual with a strong desire to succeed in the hospitality industry, I am eager to share my thoughts on the key components of effective hotel management. Throughout my academic journey and practical experiences, I have gained valuable insights into the multifaceted aspects of this demanding yet rewarding field.Firstly and foremost, exceptional communication and interpersonal skills form the cornerstone of successful hotel management. The ability to articulate clearly, listen attentively, and empathize with guests, colleagues, and superiors alike is crucial. By fostering open and genuine relationships, hoteliers can build rapport and establish a positive and welcoming atmosphere for all. For instance, greeting guests with a warm and genuine smile, actively listening to their concerns, and promptly addressing anyissues they may encounter can significantly enhance their overall experience.Secondly, the proficiency in operational management is essential for the smooth and efficient functioning of a hotel. This encompasses a wide range of responsibilities, including planning and organizing daily operations, managing staff schedules, ensuring adherence to safety and quality standards, and maintaining a clean and well-maintained facility. By streamlining processes, optimizing resource allocation, and fostering a culture of accountability, hoteliers can ensure that all aspects of the hotel run seamlessly and meet the expectations of guests.Thirdly, a deep understanding of revenue management is indispensable for maximizing hotel profitability. This involves forecasting demand, setting optimal pricing strategies, managing inventory, and analyzing market trends to optimize occupancy rates and drive revenue growth. By leveraging data analytics, employing yield management techniques, and tailoring promotions and packages tospecific market segments, hoteliers can enhance the hotel's financial performance while maintaining a competitive edge.Fourthly, the ability to anticipate and respond toguest needs proactively is a hallmark of exceptional hotel management. By going the extra mile to personalize services, provide thoughtful amenities, and create memorable experiences, hoteliers can foster guest loyalty and build a strong reputation. For example, remembering guests' preferences, offering customized recommendations, and providing personalized touches, such as a handwritten welcome note or a complimentary upgrade, can make a lasting impression and encourage repeat patronage.Finally, a commitment to sustainability is no longer an option but a necessity in modern hotel management. By implementing eco-friendly practices, reducing carbon emissions, conserving energy and water, and minimizing waste, hoteliers can demonstrate their commitment to environmental stewardship and attract environmentally conscious guests. Partnering with local suppliers, using renewable energy sources, and implementing recyclingprograms are just a few examples of how hotels can embrace sustainability and make a positive impact on their surroundings.In conclusion, effective hotel management encompasses a myriad of interconnected elements, from communication and interpersonal skills to operational efficiency, revenue optimization, guest-centricity, and sustainability. By mastering these key components and embracing a customer-centric approach, hoteliers can create a thriving and successful enterprise that consistently exceeds guest expectations and establishes a lasting legacy of excellence.中文回答：作为一名热情满怀且有志于在酒店管理行业取得成功的人，我热切地分享我对酒店管理关键要素的想法。
酒店业英文文献及翻译
外文文献Hotel industryPeople have been making a living by providing rooms for travelers ever since the first lodging houses were built to accommodate travelers in ancient times. Today, hotels offer far more than just a room for travel increased. Motels, resort hotels, and convention hotels have been developed to cater to the varied needs of today’s traveling public. At the same time, hotel chains have established themselves as the dominant force in the industry.Motels in the United States evolved from the roadside tourist cabins and tourist courts that were first introduced in the early 1990s in response to the increase in travel. As the automobile began to replace the train as the primary means of travel in the United States, there was an increased demand for roadside accommodations. The first motels began to appear in the 1920s and were usually one-storey buildings, with an average of twenty-five units or rooms.Motels really came of age during the 1950s. Two main factors contributed to the boom in motel construction. One was the development of the interstate highway system, beginning in 1956. The other was the first time, added a number of services. Restaurant swimming pools, and in-room television became standard features.The next step in the development of the motel industry was the move away from highway locations into the downtown sections of large cities. With the increase in air travel, motor hotels also began to move out to the airports.A resort hotel is one that people visit for relaxation, recreation, and entertainment. The idea of the resort hotel was born in the 18th and 19th century Europe. Splendid hotels were built along the French Riviera in the Swiss Alps, and at various mineral springs throughout the continent. The resort hotel in the United States developed with the expansion of the railroads in the second half of the nineteenth century. All catered exclusively to the rich and to the upper middle class. Families stayed for two or three months and returned to the same hotels year after year.With the rise in mass tourism, resort hotels have been established in greet numbers at destinations throughout the world. Some of these luxury resort hotelshave survived, but today they are heavily outnumbered by resort hotels that cater to ordinary people who stay from days to weeks. With increased leisure time and higher wages, many people now take at least one vacation away from home each year. The jet airport has opened up areas of the world that were previously inaccessible to the vacationer. Resort hotel construction boomed in tropical area such as the Caribbean and Hawaii.A convention hotel is one that caters to large group gatherings. The rise of convention hotels has been one of the developments in the hotel industry, and conventioneers now account for almost 20 percent of all hotel guests. Many downtown hotels saw occupancy levels drop during the 1950s and early 1960s as motels captured a larger segment of the market. In response, some hotels began to add facilities for conventions or other group gatherings as a means of survival. At first, conventions were scheduled for off-peak periods, but as the volume of convention business increased, they began to be scheduled year-round.The business of large hotels that cater exclusively to convention groups began going up in the major cities in the later 1960s. They all feature a wide variety of restaurants, banquet rooms, meeting rooms, and convention and exhibition halls. Resort hotels, motels and airport hotels have also begun to offer convention facilities.The arrival of the jet age led to the second major hotel building period of the twentieth century, lasting from 1958 to 1974. In the early part of this period, the hotel chains’ major goals in planning new properties were economy, efficiency, and standardization of design. A Sheraton hotel in Miami, for example, might be almost identical to one nearly 3,000 miles away in Los Angeles. By the late 1960s, however, there was a reaction against this uniformity of design and new hotel architecture was born. The opening of the Hyatt marked a return to the grandeur of the old luxury hotels. Scenic elevators, fountains, waterfalls, trees, huge sculptures, and bars and cafes are included in the lobby so that it was no longer just a place for registration and checkout; it also became the main eating, drinking, and meeting area. The success of the Atlanta Hyatt Regency led to the building of similar atrium hotels in cities and combine commercial, office, and hotel facilities with sports and recreational facilities.The small country inn is a type of lodging place that has survived by offeringincreased service and facilities. In fact, many turn away from such modern conveniences as in-room television, radios, and telephones. Instead, they offer the attraction of old world charm and coziness in a scenic or historic setting. Guests might expect to find working fireplaces in their rooms, handmade quilts on their beds, and antique furniture throughout the inn. Many of the inns are direct descendants of the old inns and taverns that flourished along stagecoach routes 200 years ago. The smaller country inns, sometimes with as few as three or four rooms, are usually run by friendly couples who pride themselves on the comfort and cleanliness of their accommodations and the quality of the food that they serve.Some of the larger chain hotels (e.g. Holiday Inns) use the name inn. Motor inns, however, should not be confused with country inns. The chains use the name to suggest a feeling of warmth and friendliness, though their properties quite different from the more intimate country inns.For centuries, the hotel business could well business could well be described as a cottage industry, because each hotel was a privately-owned, independent enterprise. Occasionally, a well-know hotel would successfully produce a few namesakes under the same management, but such examples were few. The first notable exception was the Caesar Ritz group. E. M. Statler was the first to point out the economic and financial advantages of operating several large hotels under a single management. Despite Statler’s success, the chain concept was slow to catch on in the period between the two world wars. Later on, Conrad Hilton, in particular, became the originator contributing to the growth of the hotel management company. Kemmons Welson and Wallace Johnson, founders of Holiday Inn, fully enriched the chain concept by franchising the Holiday Inn name and establishing a national reservation network.The chains have expanded in a number of ways. One is through direct investment. It means that the headquarters corporation itself puts up the necessary fund to build and operate a new hotel or to buy and renovate an old one. Another is by establishing management contracts with the actual owner of the hotel, whereby the chain actually takes over an empty building and operates it according to its own operating procedures for a fee or for a percentage of the profits. This method is frequently used when the chain expends into a foreign country. A somewhat similar method is the joint venture, a partnership in which both the chain and localinvestors put up part of the capital that is necessary for new construction or the purchase of an existing building. Yet another way widely used is franchising. It is a leasing arrangement that requires the hotel operator to pay a fee for the use of the plans, manuals of procedure and advertising materials. In return, the hotel operator is granted a license to operate a business under the name of the parent corporation. The franchise operator puts up the capital, but he gets a standardized product with a predictable sales potential. He can of course also get a lot of help from the licensing corporation in establishing his operation and then in solving problems that arise after it has opened. Some franchise operations are also joint ventures, with both the corporation and the individual owner supplying part of the initial capital.There are many important competitive advantages that the hotel chains have over the individually operated hotels. The first is the resources and money on advertising and public-relations professionals at chains’ headquarters, who prepare publicity campaigns for the chain as a whole.A second advantage comes from the standardization of equipment and operating procedures. The chains publish detailed manuals that specify standardized procedures to be followed even in such tasks as making beds and setting tables. Even when the different hotels in the chain are not tightly controlled by a central office, it is customary to have an inspection system in order to guarantee the overall standards.The most important and most obvious advantage is the increased efficiency in making and controlling reservations. A guest at one hotel, for instance, can receive confirmation of a room at another within a few minutes. When a chain is owned by an airline, the traveler can make his reservations for flights and for hotel rooms at the same time and place. Hotel chains also make it easy to reserve a room by telephone in key market cities. Many of the chains are, in fact, referral systems rather than corporate owned groups. In a referral system, the operators of individual hotels or motels pay a fee to a group that has joined together in a reservation system. In most cases, the establishment is inspected by the headquarters staff of the chain to ensure that it meets the chain’s standards, it can use the name and advertising symbol, the logo for the group. In that case, the individual operation has become a chain member.Still another advantage for the chains is in increased sales potential for convention.As it is now a commonly accepted idea that conventions should combine business and pleasure, the practice of changing locations every year is very attractive to many sponsoring groups. In this way, the sponsoring group can hold its meeting in one location one year and another the next, while at the time with the assurance of very similar service and costs.Another strong point of the chain system comes from the superior planning and design of hotels. The benefits begin here even before the location is selected, because the chains have access to expensive market research data on site selection and size of the hotel. The large chains hire architects and interior decorators who specialize in hotel work. Many chains often hire consultants to advise them. The chains can either use their expert knowledge directly to build their own hotels or pass it along to others when they participate in a joint venture, a management leasing arrangement, or a franchising operation.Chains management also increases the efficiency of the total organization in other ways. For example, it permits very large bulk purchases for many kinds of equipment and supplies. The accounting and auditing systems of the chains can be centralized. A centralized personnel office for managerial and technical positions throughout the chain also provides an advantage in securing competent people. In the different hotels, management trainees can obtain experience in all the wide variety of skills that go into the operation of a hotel. Later, when they have gained the necessary expertise in several areas, these same people may return to the headquarters to direct and train others.Today, there comes very intensified competition in the hotel industry. After decades of mixed fortunes they would now face a decade when there is slow expansion, or even no growth, but with growing competition. The increased competition could rise from up-market self catering, time sharing, home entertainment and other areas, as well as from producers of a whole variety of consumer products and services. Hoteliers must ensure that they obtain their share of market. In order to do so, they should listen to the market more intense competition.As market keep on changing, it is wise to redefine markets accordingly.Unless customers’ points of view are constantly considered and their demands are best satisfied, there is a danger that present guests and customers may-drift away to competitor and new customers will not be attracted. Furthermore, it is essential to decide the advantages and weakness of one’s products, and at the same time bear in mind the different sources of business and the strength and weakness of one’s competitors. The last point on competitors is that time and money should be spent in selecting the source of business that they are best suited for and where they have the least competition.How to choose the best suitable market and sources of business? First, one should try to get as much information as possible on the hotel. Then, a series of objectively prepared league tables that grade the hotels advantages and limitations should be made. The information required may include the following: broad background information, facilities of the hotel, details of competitive hotels, guests information, activity levels, employees and their selling abilities, specific information on local communities, industry, event, communications and catchment area, and advantage and limitation list of both one’s hotel and competitors.After gathering the information, another series of league tables is required to show the hotel’s position relative to its competitors. The aim of league tables is to put the competition into visible and to show for some sources of business where is more competition and for others less. By linking these finding to the respective advantages and disadvantages of both sides, answers are provided on where to focus one’s sales and market effort.Specifically, the relevant information and league tables may include:1.Make a list of one’s hotel about its competitive advantages. The list willvary depending on the source of business.2.Calculate one’s market share of total competitive capacity and its maincompetitors’ share.3.Consider various tariffs and charges that may occur in the hotel.rmation about the facilities, sales and market capabilities, receivingcapability, location, etc. of the hotel and the competitors.5.Score the grades dependent on the demands of different sources ofbusiness, i.e., businessmen, individual tourists, conference delegates.6.Consider the various potential markets from a number of points of view.If one takes the above-mentioned information and examine one’s own business experience and judgment should help to define more clearly the main sources of business on which one’s hotel should exercise efforts. Never neglect established markets and the business parts of the week, month of year. However, many hotels have natural busy periods, such as Monday and Thursday nights in a week, or the summer season, or the festivals. So it is important to define markets, which will ensure a better profit in one’s off-season periods.Besides the above suggestions or market defining, some special market demands require attention.One is the menu fatigue. Many business executives who eat out often or stay in hotels regularly could suffer from a severe “menu fatigue”. That is when they eat in hotel restaurant or out, they can always tell you every item on the menu without even a glimpse at it. So if a hotelier can regularly try to original and fresh menus, dishes and ideas and promote them in every possible place, this mass market of people will be sure to “beat a path to his/her door”.The second is the active leisure. People are becoming much more health conscious, and many hotels begin to recognize this trend. As the result, facilities such as gym rooms with exercise machines are provided as part of their essential future marketing. Some hotels put a series of maps in the bedroom with directions to nearby parks. They also have a supply of track suits and shoes in case guests have forgotten to bring their own. Even if a hotel is not adjacent to a golf course or a tennis court, they can still do a lot to provide exercise opportunities for the guests and it does not have to be expensive.The third is the female guests. In the past few years, the biggest market growth is perhaps women staying in hotels, or eating in hotel restaurants. Many of the research on women travelers have found that the average woman executive is six years younger than her male counterpart. She tends to be in sales, marketing, public and press relations, or personnel work. Nearly 40% of the trips are to conventions. She is more likely to be single than the typical male travelers. Many women concern much about personal safety and hotel security. They would prefer to eat in the hotel rather than eating out and use room service a great deal when there is available. They want a room which is very clean, attractive and specious with good lighting. They prefer good lights for make-up and the closets highenough to keep her floor length dresses and a good supply of hangers.Hoteliers should be well alert to notice the changes and demands of the markets; otherwise they will be overtaken by the competitors.外文文献译文酒店业自从古时候人们首次建造住宿房屋来招待旅客以来，有些人就以为旅客提供客房为生。
外文文献翻译酒店服务质量管理
毕设附件外文文献翻译原文及译文(3500 字)原文Study of Service Quality Management in Hotel IndustryBorkar; SameerAbstractIt is an attempt to understand the role of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations better focused and reliable and meet the customer expectations. Descriptive research design is used to know the parameters of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality management practices and its effectiveness. Data analysis is done and presented; hypothesis is tested against the collected data. Since the industry continuously tries to improve upon their services to meet the levels of customer satisfaction; Study presents tools for continuous improvement process and how it benefits all the stake holders. It can be inferred from the study that the hotel implement continuous improvement process and quality management tools to remain competitive in the market. The study involves hotels of highly competitive market with limited number of respondents. This limits the study to hotel industry and has scope of including other hospitality service providers as well.Keywords: Customer Satisfaction, Perception, Performance Measurement, Continuous, Improvement Process.IntroductionIt has brought paradigm shifts in the operations of hospitality industry. The overall perspective of the industry is changed due to introduction of new techniques and methods of handling various processes. Awareness among the hoteliers and the guests has fuelled the inventions focused on operations. The increased sagacity of customer satisfaction led to the use of high standards of service in industry. The new service parameters made the hoteliers to implement quality management as an effective aid. It has significantly affected hotels' ability to control and adapt to changing environments. The use of new techniques began with the simple motive of sophistication and precise activities in the given field of operation which may result in high standards of service in global economy and has allowed the rise of a leisure class.Conceptual Framework This study of Service quality management in hospitality industry is an attempt to understand the presence of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations safer, focused and reliable and meet the customer expectations.As the hospitality industry becomes more competitive there is an obvious need to retain clientele as well as increasing profitability and hence management professionals strive to improve guest satisfaction and revenues. The management professionals whom are striving for these results however often have limited understanding of research surrounding the paradigms of guest satisfaction and loyalty and financial performance. This research paper shall enlighten some of the variables and important facts of service quality resulting into guest satisfaction.Review of LiteratureCustomers of hospitality often blame themselves when dissatisfied for their bad choice. Employees must be aware that dissatisfied customers may not complain and therefore the employees should seek out sources of dissatisfaction and resolve them. (Zeithaml V., 1981, p.186 -190)It is said that service quality is what differentiates hospitality sector, however there is not an agreed definition of what service quality is. There is however a few different suggestions of how to define service quality. Dividing it into technical, functional and image components; (Greenrooms C., 1982) another is that service quality is determined by its fitness for use by internal and external customers. It is accepted that service quality is depends upon guest's needs and expectations. A definition of service quality state that quality is simply conformance to specifications, which would mean that positive quality is when a product or service specific quality meet or exceed preset standards or promises. This however seems like an easy view within the hospitality industry. The alternative definitions read as follows: 1) quality is excellence; 2)quality is value for money; 3) quality is meeting or exceeding expectations. This appears better aligned with ideas which exist within hospitality management than the first mentioned simplistic approach. Service quality and value is rather difficult to calculate, companies must therefore rely on guest's quality perceptions and expectations to get consistent results which is best achieved by asking guest's questions related to expectations and their perceptions of the service quality, which can effectively be achieved through carefully designed surveys.A major problem with service quality is variability and limited capability and robustness of the service production process. (Gummesson E., 1991) Hotels consumers have well-conceived ideas about service quality and quality attributes are considered important for most types of services, the absence of certain attributes may lead consumers to perceive service quality as poor. The presence of these attributes may not substantially improve the perceived quality of the service. Most customers would be willing to trade some convenience for a price break, and that the behavior, skill level and performance of service employees are key determinants of perceived quality of services. This is a major challenge in improving or maintaining a high level of service quality. (Tigineh M. et al 1992)Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The resultant costs of poor service quality planning lead to lower profitability as part of the service failures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guest's evaluation of service comprise of two basic distinct dimensions:service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional quality) is more important than the outcome of the service process (technical quality). This research clearly indicates that effort by staff have a strong effect on guest's satisfaction judgments.Companies delivering services must broaden their examination of productivity to help settle conflicts –the leverage synergies –between improving service quality and boosting service productivity. ( Parasuraman A. 2002)A key activity is to conduct regularly scheduled review of progress by quality council or working group and management must establish a system to identify areas for future improvement and to track performance with respect to internal and external customers. They must also track the changing preferences of customer. Continuous improvement means not only being satisfied with doing a good job or process. It is accomplished by incorporating process measurement and team problem solving an all work activities. Organization must continuously strive for excellence by reducing complexity, variation and out of control process. Plan-D-Study-Act (PDSA) developed by Shewhart and later on modified by Deming is an effective improvement technique. First Plan carefully, then carry out plan, study the results and check whether the plan worked exactly as intended and act on results by identifying what worked as planned and what didn't work. Continuous process improvement is the objective and these phases of PDSA are the framework to achieve those objectives. (Besterfield D. et al 2003)The 'servicescape' -is a general term to describe the physical surroundings ofa service environment (Reimer 2005, p. 786) such as a hotel or cruise ship. Guests are sometimes unconsciously trying to obtain as much information as possible through experiences to decrease information asymmetries This causes guests to look for quality signals or cues which would provide them with information about the service, which leads us to 'cue utilization theory'. Cue utilization theory states that products or services consist of several arrays of cues that serve as surrogate indicators of product or service quality. There are both intrinsic and extrinsic cues to help guests determine quality. Consequentially, due to the limited tangibility of services, guests are often left to accept the price of the experience and the physical appearance or environment of the hotel or cruise ship itself as quality indicators. Though there are many trade and academic papers discussing guest satisfaction has been published, one can note that limited attention has been paid to the value perception and expectations guests have towards product delivery and influence price guests pay for an experience has on satisfaction and future spending. Furthermore it is also known that the role of pricing in relation to guest determinants of perceived quality of services. This is a major challenge in improving or maintaining a high level of service quality. (Tigineh M. et al 1992) Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality.The resultant costs of poor service quality planning lead to lower profitability as part of the service failures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guest's evaluation of service comprise of two basicdistinct dimensions: service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional quality) is more important than the outcome of the service process (technical quality). This research clearly indicates that effort by staff have a strong effect on guest's satisfaction judgments. Companies delivering services must broaden their examination of productivity to help settle conflicts –the leverage synergies –between improving service quality and boosting service productivity. ( Parasuraman A. 2002)Telephonic conversation with peers and friends in hospitality industry worked a wonder giving lots of inputs in drafting this paper. Secondary data sources- For this study, data sources such as hospitality journals, Books on service quality management, organization behavior, URL on internet of various hospitality majors. Referring hospitality publications were helpful in knowing the current inventions in industry.Research Tools: Descriptive research design is used to know the attributes of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality management practices and its effectiveness. Data analysis is done and presented in tables. The hypothesis is tested against the collected data.Hypotheses: The hypotheses framed for the subject areHypothesis 1: Implementing service quality management as a tool for improvement in Customer Satisfaction.Hypothesis 2: Practicing Continuous Improvement program has benefited hotel. Limitation & Scope of the Study: Though there was a specific questionnaire used for collecting information, the objective of the paper was well discussed with the every contributor and whatever the information was provided by these sources is arranged for further analysis. The analysis of the available data is done on the relevance to the topic. The effectiveness of the technology in conservation of resources was always a point of consideration. The data is sifted for making it as precise as possible.Analysis and DiscussionsThere is a significant relationship between service quality management and customer satisfaction. In hospitality industry, the customer satisfaction variables such as Availability, Access, Information, Time, delivery of service, availability of personal competence, Comfortable and safer atmosphere and pollution free environment are of prime concern to every hotelier. The industry continuously tries to improve upon their services to meet the levels of customer satisfaction.The intangible nature of the service as a product means that it could be very difficult to place quantifiable terms on the features that contribute to the quality and measurement of the quality of the product is a problem for Service quality management.The customer is frequently directly involved in the delivery of the service and as such introduces an unknown and unpredictable influence on the process. The customer variability in the process makes it difficult to determine the exactrequirements of the customer and what they regard as an acceptable standard of service.This problem is magnified as it is often judgmental, based on personal preferences or even mood, rather than on technical performance that can be measured. Every hotel has a target market to cater which has very specific requirement in terms of expected and perceived quality of service.The customers come with different perception of quality every time they come to hotel and this makes it quite difficult to define quality and set the level of it. It requires hotel to continuously compare their perception against customer perception in terms of satisfaction measurement with performance measurement. The study has shown that the effective tools which management of various hotels uses for continuous improvement process and how it is dissipated amongst all the stake holders.译文酒店业服务质量管理研究博卡;萨米尔摘要本文旨在研究酒店业中质量改进过程的作用以及如何有效地推动企业的可持续发展。
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当今世界竞争是人才的竞争，高素质的人力资本是酒店业得以健康持续稳定发展的根本保证。
随着酒店从业人员素质，思想观念及自我发展意识和民主观念的不断增强，酒店这一以人为本的服务行业在人力资源管理中暴露出员工积极性低服务意识低人员流失率升高等方面的题。
因此本文从现状分析、物质激励、精神激励、以及激励体系的建立四个方面又结合了星级酒店人力资源管理的实际情况对现代酒店管理中的激励机制做了初步的研究。
另外还提出一些开发酒店人力资本，提高酒店人力资本水平的策略及措施。
第1章酒店业的现状分析酒店业的竞争，归根结底是人才的竞争。
管理的核心问题，是人的问题。
在酒店管理中运用人力资源管理获得竞争优势的案例越来越多。
案例：报纸杂志不断刊登文章报道服务业的不良状况，一线员工错误不断、态度恶劣简直是置顾客于不顾。
缺少技术熟练的员工，面对高人员的流失率，深受其苦的服务业必须向那些与顾客接触的企业注入新的生命力。
分析研究表明：当一个人被高度激励时，他会努力工作主动向顾客提供尽可能好的服务；而没有被激励时，他会尽可能的节省精力。
现代管理者的首要任务就是要点燃员工内心的工作热情之火，以此驱动员工在工作中展现的出色，从而实现组织所期望的最佳绩效。
在企业中出色的领导者已经认识到这点，只有以人为本”的企业管理，才能在如今激烈的竞争中生存、发展、兴旺。
管理是一门艺术，员工激励是艺术中的艺术，员工是企业的灵魂。
设计有效的员工激励机制，才能提高员工的积极性。
使其才能在不同的企业文化不同的组织结构和不同的企业环境中发挥其最大」的潜能，从而实现组织的期望目标。
首先姑且让我把激励方法分为三类：物质激励、精神激励和激励机制的设计，通过对这三类的分析和了解，才能让我们理解激励机制的作用和意义，从而才能为企业建立有效激励体系。
下面我们把激励的方法分为两类：物质激励和精神激励；通过对这些激励方法的了解和认识，才能让我们意识到激励机制的作用。
第2章物质激励物质激励是指通过物质刺激的方法鼓励职工工作。
它的主要表现形式有正激励，如发工资、奖金、津贴、福利等；负激励如罚款等。
物质需要是人类的第一需要，是人们从事一切社会活动的基本动因，所以，物质激励是激励的主要模式，也是目前我国企业内部使用的非常普遍的一种激励模式。
2.1正激励法奖励是指饭店组织对员工的良好行为举止或工作表现给予的积极肯定与表彰。
奖励作为员工激励的一种手段，目的在于促使受奖励的员工将他们的模范行为加以保持和发扬，并成为全体员工的表率，为奋员工队伍的士气起到积极的推动作用。
运用好这一手段还要注意以下几点：（一）奖励要及时，且奖励方法要不断创新。
（二）注意对其他员工的心理疏导化。
不断定下新的目标，淡化过去着眼未来，树立正确的公平观。
（三）.重视对团体的奖励，在现代饭店活动中组织目标的实现，员工个人的尊严与成就，都需要经过群体的共同努力才能得以实现,因此重视团体激励，有利于在员工中形成统一的思想认识，增强凝聚力提高员工的竞争力。
2.2负激励法惩罚是一种负激励，是现代饭店为了纠正员工工作中的不良行为，而才取的一种强制措施。
应用得当，对不妥行为能取得很好的威慑作用。
但万万不可以惩丽' 主，只能作为一种辅助手段，否则就会适得其反。
在运用这一手段时要注意以下几点：（一）不能不教而诛。
应当把教育放在第一位，对屡教不改或造成严重后果者实施惩罚，且注意不可以罚代管。
（二）选择合理有效的惩罚方式，且不可打击面过大，还要注意不可全盘否定，以小即大，伤害员工的心理。
（三）将灵活性与原则性向结合，坚持原则，执法要严。
在严格依照规定制度的前提下，一定的灵活性是完全必要的，因此在激励时要严格合理，严的合情，从而达到教育一大批的目的，虽说，物质激励不是万能的，但我们要合理的运用物质激励这= 把双刃剑。
例如：在洲济集团就有这样的一个管理方案,_当员工第一天来到公司工作时，公司就会对员工的一些家庭情况经济条件等多方面做一个了解，对这一了解就建立了员工的个人资料，在日常的工作中有关人员对资料进行分析，在以后的工作中，管理者就会对以前的分析对员工实施有效的激励方案。
全面的了解员工的需求和工作质量的好坏，不断的根据情况制定精确的激励方法，从而调动酒店的每为员工实现应有的业绩。
第3章精神激励美国管理学家皮特就曾指出重赏会带来副作用，因为高的奖金会使彼此封锁消息，影响工作的正常开展，整个社会的风气就会不正”因此企业单用物质激励不一定能起到作用，所以又产生另一种激励方法-------- 精神激励。
就这一激励我大致分为以下几种：目标激励竞争激励及参与激励等。
In today's world comp etitio n is the tale nt comp etiti on, high-quality huma n cap ital is the hotel in dustry continued to be healthy and stable devel opment of the fun dame ntal guara ntee. With the hotel empio yees in the quality of ideas and sense of self-devel opment and grow ing the concept of democracy, the hotel that the peop le-orie nted service sector in terms of huma n resource man ageme nt staff revealed low aware ness of service with low staff turno ver rate in creased the title and so on. This paper an alyzes the status quo, therefore, material incen tives, moral incen tives, as well as the incen tive system and a comb in atio n of four-star hotel huma n resources man ageme nt of the actual situati on of the moder n hotel man ageme nt incen tive mecha nism has done a p relim inary study .In additi on, some hotels in huma n cap ital devel opment to imp rove the huma n cap ital level of the hotel's strategy and measures.Chap ter 1 An alysis of the hotel in dustryHotel in dustry, in the final an alysis is the tale nt comp etiti on.Man ageme nt of the core issue is the questi on. In hotel man ageme nt in the use of huma n resources man ageme nt to obta in a comp etitive adva ntage more and more cases.Case: n ews papers and magaz ines con ti nue to p ublish articles reporting the adverse con diti ons of the service sector, fron t-li ne staff error con ti nu ously, the attitude of the poor is ignored customers home. Lack of skilled staff, in the face of the high rate of loss of the services sector is sufferi ng to those who come into con tact with customers to inject new vitality enterp rises. An alysis showed that: whe n a person was a high degree of motivati on, he will take the in itiative to work hard to pro vide the customers with the best p ossible service; and have not bee n insp ired, he will save en ergy as much as p ossible. The p rimary task of moder n man agers is to kin dle the en thusiasm of staff worki ng in side the fire, to drive the staff work to show the outsta nding orga ni zati ons in order to achieve the best p erforma nee exp ectati ons. In the enterp rise has bee n an excelle nt leader in reco gn iti on of this point, only the "peopi e-orie nted" corpo rate gover nance can be in today's fierce comp etiti on for survival, devel opment, and prosp erity. Man ageme nt is an art, staff motivati on is the art of art, the soul of the enterp rise empio yees. Staff to desig n effective incen tive mecha nism to in crease the en thusiasm of the staff. So that it can be in various differe nt corpo rate culture and orga ni zati onal structure of the enterp rise en vir onment to p lay their maximum poten tial in order to achieve the exp ectati ons of the target orga ni zati ons. Let us first of all, let me incen tive divided into three categories: material incen tives, moral incen tives and the desig n of incen tive mecha ni sms, through these three types of an alysis and un dersta nding, so that we un dersta nd the role of incen tive mecha nism and sig nifica nee of the enterp rise so as to establish an effective incen tive system. We are en couraged by the followi ng methods to fall into two categories: material and sp iritual en courageme nt and incen tives; incen tives of these methods of un dersta nding and kno wledge in order to let us realize that the role of incen tives.Chap ter 2 material incen tivesMaterial incen tives is the way to the adop ti on of incen tives to en courage trade union work.Its main mani festati ons of p ositive incen tives, such as wages, bonu ses, allowa nces, ben efits, etc.; n egative incen tives such as fin es. Material n eeds is the first of huma n n eeds, is en gaged in social activities of all the basic motive, therefore, the material incen tives to en courage the main mode is the in ternal use of Chin ese enterp rises are very com mon mode of an incen tive.Excitatio n method is 2.1Hotel reward is the good orga ni zati on of the behavior of empio yees or work p erforma nee and in recog niti on of the p ositive. Incen tives as a means of staff motivati on, incen tives desig ned toin duce empio yees by their exe mp lary acts to mai ntai n and carry forward and set an exa mple forall staff, for staff morale Fen play a po sitive role in pro mot ing. Make good use of this means we must pay atte nti on to the followi ng: (a) awards to be timely, and an incen tive to inno vati on. (B) the atte nti on of other empio yees of the p sychological.Con sta ntly set new goals, to p lay dow n the p ast focus on the future, to establish a correct view of the fair. (C). Emp hasis on incen tive groups, activities in a moder n hotel in the achieveme nt of orga ni zatio nal goals, personal dign ity and achieveme nts, both n eed to go through the jointefforts of groups can be achieved, the emp hasis on incen tive group s, is con ducive to the formati on of a un ified staff the ideological un dersta nding, and enhance the cohesi on of staff to enhancetheir comp etitive ness.2.2 n egative excitati on methodPuni shme nt is a n egative incen tive is a moder n hotel staff in order to correct the bad behavior, and to obta in a compu Isory measure. App lied correctly, can be made to the wrong acts of a very good deterre nt. However, empio yees must not be puni shed mai niy as a suppl eme ntary means only, otherwise it will backfire .In the use of the means to pay atte nti on to the followi ng poin ts: (a) those that can not teach and to puni sh. Give educati on top p riority should be on the in corrigible or those who have serious con seque nces for the impi eme ntati on of puni shme nt, and puni shme nt can not be hosted atte nti on. (B) select a reas on able and effective puni shme nt, and the scope can not be too large, but not a total n egati on of the atte nti on to small or large, the p sychological harm to empio yees. (C) will be a matter of principle to the comb in ati on of flexibility and principl es, adhered to more stri ngent en forceme nt. In strict accorda nee with the pro visi ons of the system un der the p remise of a certa in degree of flexibility is absolutely n ecessary, so in a reas on able incen tive to be strict, strict fair, a large nu mber so as to achieve the purpose of educatio n, although, material incen tives is not a pan acea, but we have to reas on able use of material incen tives that a double-edged sword. For exa mple: in the Jeju Isla nd Group has a man ageme nt p rogram such that whe n the staff came to the company the first day of work, the company will staff the case of some families, such as econo mic con diti ons in a multifaceted un dersta nding of the un dersta nding on the establishme nt of a staff personal data, in the day-to-day work of the staff an alysis of data, work in the future, man agers will be on the prev ious an alysis of the imp leme ntati on of effective empio yee incen tive pro gram. Comp rehe nsive un dersta nding of the n eeds of empio yees and the quality of work is good or bad, accord ing to the situatio n of con sta nt incen tive to devel op accurate, thereby mobilizi ng the hotel staff to achieve each and every p erforma nee should be.Insp ire the sp irit of Chap ter 3Man ageme nt exp erts point out that P itt had "side-effects will be rewarded, because of the high p rize money would blockade the n ews to each other and affect the no rmal devel opment, the social atmos phere will be errors." Enterp rise alone, therefore the material may not be able to p lay the role of incen tives, so they have ano ther incen tive - the sp irit of en courageme nt. On this incen tive, I roughly divided into the followi ng categories: goals motivatio n and p artici pati on in comp etitive incen tives and other incen tives.。