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论文编号：	6094
作者编号：	2220110845
上传时间：	2013/12/26 9:40:13
中文题目：	关于沈飞宾馆创新管理方式的研究与实施
英文题目：	The study and implementation of innovative management model of Shen Fei hotel
指导老师：	齐善鸿
中文关键字：	创新 ，个性化，六常管理 ，走动式管理，酒店
英文关键字：	Innovation, Individualization, 6s, Management by walking around, Hotel
中文摘要：	创新管理方式在日益深化、日益激烈的市场竞争中，成为提高酒店竞争力的关键。特别是星级酒店的创新管理，要真正体现到酒店的管理和服务之中，而不是只表现在某一个具体项目、规章制度或一个口号上。本文以沈飞宾馆为例，从探索和实践管理创新方式入手，阐述了适合酒店行业的基本管理方法，并对其中个性化管理加以着重论述。 个性化管理是酒店创新方式的一个重要环节。从酒店的角度出发，以顾客的利益为重，尽可能满足顾客个性化需求，为顾客创造更高的消费价值，通过建立准确、完整的个人档案，加强员工的培训工作，建立奖励机制，完善酒店相关设施，营造良好的工作环境。通过建立一个创造性的组织，培养服务员助人为乐的精神、娴熟的专业服务技能，善于了解顾客的真实要求，强调细节服务。同时，结合中国航空工业的企业文化，打造独特的沈飞宾馆酒店文化，坚持“理念”、“制度”、“行为”、“结果”、“激励”这五个环节的反复循环，在沈飞宾馆创新管理中突出以人为本、加强团队建设、六常管理法为核心、走动式管理和痕迹检查为保障、培养学习型员工为关键、特色经营为手段。 通过沈飞宾馆创新管理方式实践，沈飞宾馆的管理水平和管理能力得到了大幅提升，各方面效益增长显著。酒店文化和以人为本的管理给员工带来的新的思想，加强了中层管理人员的凝聚力，六常管理为宾馆增加了“开源”、“节流”的途径。作为服务型酒店应结合自身实际，认真研究，勇于探索实践，才能真正走出一条适合酒店自身的特色创新之路。
英文摘要：	Innovative management mode is the key for the hotel to have a stronger competitive strength in the deepening and intense market competition. The innovative management mode of star hotel shall integrate into its management and service especially rather than a specific project, regulations or a slogan. This thesis takes the exploration and practice of innovative management mode as the start point, sets forth the basic management method applicable to hotel industry and stresses on the individualization management. Individualization management is a key point of the hotel innovative management mode. As management of hotel, actions shall be taken, for example, to create higher consumption value for customer with customer benefit-oriented and to make efforts to meet customer’s individual needs, to develop correct and complete personal file, to strengthen training, to set up reward mechanism, to improve hotel infrastructure for a good working circumstances. Attendant will be cultivated to be happy to help others, be skillful at service, be good at awareness of customer’s actual needs and pay attention to detail by setup an innovative organization. Meanwhile, we will create unique culture of SAC Hotel with AVIC’s culture jointly, maintain the cycle of idea, regulation, behavior, fruit, inspire. In the process of innovative management, there is principle of highlighting people-oriented, strengthening team building with 6s as core, management by walking around and mark check as safeguard, training learning worker as key and characterized operation as measure. With the practice of innovative management mode, the management level and capability of SAC Hotel are increased substantially and the benefits from all aspects grow obviously. Management based on hotel culture and people-oriented brings new ideas to staff and strengthens the cohesion of mid-level management. 6s increases the approach of broadening sources of income and reducing expenditures. A service-oriented hotel will find its own way subject to serious study, bold in exploration and practice.
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