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“模范带头作用”
Post by hotelvi, 2017-2-9, Views:【评析】
首先,毫无疑问,本案例中的酒店总经理是一位很有水平的管理者,他在巡视中几个事例所体现的管理者角色定位,其实质是以顾客需求为导向的全面质量管理。无论是帮客人捡垃圾、开电梯还是推旋转门,唯一的目的就是让顾客在酒店VI设计感受到一种满足感,只有让顾客满意、惊喜乃至感动了,客人才会成为酒店的回头客,才能为酒店带来长久的效益。酒店管理者是企业的领导者,但领导的工作不仅仅是决策企业的发展方向,制定企业的规章制度和管理下级员工,而且是通过一系列的有效管理使酒店更好地为顾客服务。这位总经理通过一系列细致入微的“动作”,向我们展示了什么才是真正的管理者。他虽然做了一些基层人员做的实务工作,但对自己的定位没有改变,态度和目的没有改变。对酒店的下属,总经理或其他管理者所做的主要工作是管理和决策。而对于顾客,酒店所有员工的工作,事无巨细,都是为了让顾客在酒店里产生一种满足感。总经理在此将自己定位为一名服务员,其目的就是让顾客体会到真正的服务,这也是酒店业服务的真谛。
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