英语本科毕业论文-七曲山大酒店的管理弊端及其对策.doc

本科毕业论文 七曲山大酒店的管理 弊端及其对策学生姓名： 学生学号： 200320207030 院（系）： 外国语学院 年级专业： 2003级英语本科5班 指导教师： 二七年五月Management Abuses and Measuresin Qiqushan HotelYang NingUnder the Supervision ofLi ZhenSchool of Foreign Languages and CulturesPanzhihua UniversityMay 2007攀枝花学院毕业论文 ContentsContentsAbstractIKey WordsI摘 要II关键词IIIntroduction1I. Background of Qiqushan Hotel2A. Geographical Location2B. Characteristics of Qiqushan Hotel2II. Abuses in Qiqushan Hotel3A. The Objective Problems in Qiqushan Hotel3B. The Subjective Problem in Qiqushan Hotel4III. Measures to Improve Hotel Management5A. Rooms Department5B. The Food and Beverage Department in Hotel8C. The Public and Relations Department10D. Human Resources in the Hotel12Conclusion14Acknowledgements15Bibliography16攀枝花学院毕业论文 AbstractAbstractWith the economic globalization, the tertiary industry has been developed rapidly, the hotel is an important part of the tertiary industry. In recent years, the hotel management has made some progress in China, but there are still problems in this aspect. The Qiqushan hotel, which is a typical one in Sichuan Province , is a three-star hotel for vacation. Though the Qiqushan hotel has make lots of achievements after the three years development, some problems in managements still exist. This paper analyzes its abuses in the managements involving in two aspects of subjective and objective, and the same time, some measures should be taken to improve the hotel management such as promoting the rate of accommodating in rooms department, improving service quality in food and beverage department, and forming proper employee management model in human resources department. Key Words Qiqushan hotel; hotel management; abuse; measuresII攀枝花学院毕业论文 摘要摘要随着经济全球化，各国经济纷纷向第三产业发展，酒店业成为第三产业的重要部分。近年来，中国的酒店业取得了一定的成就，但是在管理上也存在许多问题。而作为中国酒店中的一个新型种类-度假型的三星级酒店，七曲山大酒店经过三年的发展，取得了一些成绩，但同时也有不足。本论文通过认真分析七曲山大酒店存在的主观和客观方面的弊端，针对客房部，餐饮部，和人力资源等部门中存在的问题，提出相应措施，以提高酒店的管理。关键词七曲山大酒店; 酒店管理; 弊端; 措施攀枝花学院毕业论文 IntroductionIntroductionThe hotel is an important part in the tourism industry. With the development of society and globalization, the communication among nations occurs frequently. The hotel has got exposure to cross-cultural management that is beyond the nation. After China entered into WTO, the Qiqushan hotel has opened up its door to the outside world earlier than the other hotels. It has great potentialities to develop and keep up with the international development. The rapid development of hotel industry leads to Sichuan Province in prosperous situation. The hotel will become the unique scenery between city and spot. Especially, the tourism has already changed from sightseeing one to leisure and holiday lifestyle. This new type of Holiday Hotel grows up quickly in hotel. As for Holiday Hotel, it takes advantage of natural environment and historic sites. The Qiqushan hotel is located in Zitong county, Sichuan province. It lies in the largest pure ancient cypress forest in the whole nation that is AA state-level scenic spot in Qiqushan Forest Park. On its opposite, there are the Qiqushan temples which are famous hotel at home and abroad. The temples are called “The Home of Wenchang Emperor” and regarded as the key national cultural protection area. Under this abundant environment, the Qiqushan hotel, which is regarded as three-star one, has developed for three years. But there are some problems arising in management. After investigating the hotel, this paper analyzes its abuses and problems in hotel management, and puts forward some proper measures to solve them. 16攀枝花学院毕业论文 BodyI. Background of Qiqushan HotelA. Geographical Location The Qiqushan hotel is a unique culture-based three-star hotel. It has been invested and constructed by Chengfeng Group in Chengdu.The hotel is located in the countrys largest cypress forest that is graded as an AA class state-level scenic spot in the Qiqushan forest park. On its opposite, there are the Qiqushan temples which are famous at home and abroad, the temples are called “The Home of Wenchang Emperor” and also the key national cultural protection area. The hotel occupies more than 200 acres. People can enjoy the scenes of the ancient cypresses. The pleasant environment and garden-style residential buildings have been perfectly blended into the traditional Chinese style. The hotel has unique characteristic of the local culture-“Wenchang”, Tree Kingdom culture and the essence of folk culture in the northwest of Sichuan. The hotel owns all sorts of luxury villas, which have more than 100 sets of rooms, and 200 beds. It also has private banquet hall in Wenchang, especially, the Three Kingdom music banquet hall, the banquet hall can accommodate 400 people. The chambers have varieties of rooms in size .Its special designs are fully equipped in different styles. Moreover, there are all kinds of recreational facilities such as forest tennis courts, fitness centers, nightclubs, KTV, bath center, beauty salons, coffee bars, game rooms, and so on. In Particular, “Lingyun” leisure bar has the natural oxygen-bar for people from different cities. In 2003, Zitong County decided to develop the tourism economy, and exploit the Qiqushan scenery. At the same time, the government planed to upgrade the Qiqushan to AAAA level of national scenery.B. Characteristics of Qiqushan Hotel For one thing, the obvious characteristics of the hotel are their ancient features. As for its structure and style, the hotel has blended the modern landscape architecture styles with Chinese traditional residential characters. All the hotels buildings have fully interpreted the unique characteristics in the local culture and the folk culture of the northwest of Sichuan. If you view the hotel in the distance, you can see the outline of the temple. It is pleasant to stay in the hotel .It is the key reason why people come here for holidays. For another, the implication of the character of the hotel is its natural environment and cultural connotation. The hotel is surrounded by Cuiyun gallery. There are millions of greenery ancient cypresses. Every tourist is attracted by its big natural oxygen-bar for getting fresh air. It is important for tourists to feel the value which is preserved in art and history.II. Abuses in Qiqushan HotelA. The Objective Problems in Qiqushan HotelAs for environment, the advantages of natural resources in the hotel cant be replaced of by those of any other hotels. As for the natural priceless resources, the way to protect the environmental resources has become a serious problem. The problem of environment is getting more and more serious in hotels development. Firstly, how to dispose waste- water is urgent due to increasing water usage during vacation seasons; Secondly, the solid substances are scattered near the hotel, the tourists throw rubbish randomly owing to lack environment protection awareness; Thirdly, some operators have little awareness to deal with the waste gas released such as smoke and chemicals from the exhaust fumes of car and other kinds of motor vehicles, and so on. As a result, the air is polluted slowly. In short, the hotel gets the profits at the cost of environment destroy. As for transportation, nowadays, some problems come up with the surge of tourists into the Qiqushan hotel for vacation, it has become a bottleneck which restricts the development of the hotel in Zitong, and it has resulted in some negative effects: lack of food and appliance supplies to meet needs; no enough parking places; occasional traffic jam, etc. At the same time, some tourists give up choosing the Qiqushan hotel for vacation because of its inconvenient transportation. And this reduced the income of the guest room.As for regulations and business ethics, lack norms to guide the coordination and relationship between travel agencies and the hotel. The management of the hotel is imperfect as the consequence of the improper management of travel agencies. There may be close relationship and under-table transactions between them, sometimes, travel agencies and tourist guide can get inappropriate benefits from the hotel directly. It has been impairing the management standard of hotel.The problems of human resources department also arise, the hotel managers arent aware of the importance of human resources management. With the increasing of the tourist, the hotel casually employs staffs who have no qualification or less experience to meet the hotels requirements. This surely couldnt provide satisfactory service to customers. At the beginning, there are no clear rules and standard to employ all kinds of managers and staffs who are suit for relative positions. Then, it lacks the chances to learn from other hotels. In particular, managers in the Qiqushan Hotel have little experience on cross-cultural human resource management and no exposure to globalization. As a result, hotel will fail to compete with other hotels. Last but not least, the employees lack the spirit of teamwork. Some staffs have low academic degree and they are not qualified for this job. They can be the staff just because of its relationship with the manager. Hence, it is difficult to form the culture and spirit of the hotel.B. The Subjective Problem in Qiqushan Hotel Firstly, they are lacking management consciousness. For one thing, hotel managers dont pay more attention to advanced hotel management at home and abroad because of the influence of Chinese traditional concepts. Compared with other hotels which focus on advanced hotel management, the Qiqushan hotel lacks competitive edge in the marketplace. It causes a lot of customer loss. And for another, staff lack awareness to run hotel properly. The staffs neither do their job well, nor put forward constructive suggestion.Secondly, all staffs are keeping long working hours in the Qiqushan hotel. According to a survey, more than 80% of the employees have been engaged in the same job for a long time, which makes staff suffer from physical and mental exhaustion, especially the employees who work in the tourism. According to an investigation, an employee who was ready to leave the hotel talked about the reason why. That is mainly because he felt very exhausted both physically and mentally, he quoted the words of a famous person: our work is just like a game. In this game, we drain the water from one barrel to another and repeat to do this day after day with no stimulus, so when we were going to work, we were totally paralyzed, when the staff were asked what their plans were in the future, they didnt have clear goals, but only to say that they want to go home and would be back and have a rest.Thirdly, the staffs have little opportunities to promote. They get the low pay from the hotel. A lot of employees who have been working in the hotel for a long time have to change their jobs because of low salary and worse management in the hotel. If they find a better offer they will leave undoubtedly. To some extent, the salary is not the main factor to consider, but it is an important way to evaluate the value of the employee. What stimulates them most is the suitable environment where they can get improved and promoted. In this case, the staffs consideration is mature.Fourthly, Staffs are moving continuously. For one thing, most staff doesnt think that they could get rewards for what they have done. Its hard to realize their ideal and dream. So they transfer to another better hotel. For another, having working for a long time, they found the salary is not equal to their jobs, so they change their jobs. Hence, it has become a bad cycle in human resources management. It results in imperfect working mechanism.III. Measures to Improve Hotel ManagementA. Rooms DepartmentThe income of a hotel comes mainly from three sources: room income, catering income, and assorted services income. The guest room is the most important source of hotel profit. As per the profit analysis, its variable costs are lower than those of food and merchandise. In the process of management, the housing management determines the increase of the room occupancy rate; the housing management mainly includes the following aspects:Firstly, the management organizes the guest room management scientifically; the lobby department is in charge of the sale of room, while the room department is in charge of the room services during the staying period of guest in the hotel. The room department should spend most of their time on their task, and there are a lot of opportunities and much time for them to enjoy and get in touch with the room service. Therefore, the hotel should pay more attention to maintain enough headcount and monitor consumptions of equipment, and at the same time to think over a way to organize the service work scientifically and rationally. Thats to say, the hotel should guarantee the quality of services and meet the customers need in order to increase the room occupancy rate as well as the hotel revenue.The inspection of room service is a key point to ensure the quality of service. There are several aspects to pay attention to: the hotel should strengthen the organization and leadership of each team and implement a strict checking mechanism. Top management doesnt exist in an isolated hotel. The hotel should strengthen the communication between departments to form a unified management and ensure that the information is disseminated timely and effectively. The hotel should gradually improve the quality of the services, so it could collect every guests feedback timely, handle guests complaints and strengthen the connection between the hotel and guests for making the reception services better.Secondly, the manager should pay attention to the quality of staff continuously. The quality of service directly affect the management and service level of hotel, therefore, to improve the quality of the staffs and to enhance the staffs resources is one of the keys to ensure the operations in housing work and the quality of service smoothly. To begin with, the hotel should continuously educate the staff to love their work and to cultivate their professional interests, which will arouse the initiative and enthusiasm in the work. In addition, the hotel should educate the staff to set up a strict organizational concept and consciously abide by the regulation in hotel. Meanwhile, the hotel should continue to improve the quality of staff, because this is a basic condition to improve the hotel efficiency and the quality of services. On one hand, the staffs living culture should be taken care of to improve the culture standard of the staffs. On the other hand, the employees professional skill should also be taken care of, therefore, the requirements as follows: Firstly, the staff should be enthusiastic, initiative, patient, meticulous, and dutiful to develop respectful and friendly attitude towards guests; Secondly, as for the quality of services, the hotel should try its best to reduce and eliminate the unsatisfactory which is caused by the staffs own constitutions and the worse technical abilities, Thirdly, every employee should begin with details, and need to further enhance the personal temperament, Fourthly, the staff should skillfully master the service procedures, which will make the customer truly feel the atmosphere of hotel and the standardized management model; Fifthly, after finishing their work, the staff should usually make their work in accordance with the standard and establish their sense of responsibility, Sixthly, the staff should have team spirit; Seventhly, the staff should offer normative and high-quality services to the guests .it will affect the hotels social reputation and the customers compliment on the hotel. Eighthly, in the process of housing management, the hotel should conscientiously implement the reward and punishment system, and regularly inspect the staff from the ideological perspective and operational perspective. It is critical in all positions that the work should match the staffs talents and the management should pay attention to select the talent to form a core team.Thirdly, the manager should perfect room department equipment and materials effectively. House keeping equipment and supplies are basic material for the management of hotel. Therefore, the lobby and guest room department should specifically establish the system to manage equipment and supply and stipulate the duties of all levels of operators. As for the normal course for managing and offering services, the attendants and managers should pay attention to the use of equipment and the cooperation with engineering department harmoniously. The administrators should regularly report the situation of facilities. The items and tools in rooms for customers to use should be sufficient to meet the customers need. The hotel should not only guarantee the quality of services, but also extend the lifetime of facilities. At the same time, the hotel should establish goods delivery and consumption records which are basis for reward and punishment for related staff.Fourthly, the administrator should know how to improve the accommodation rate of guest in hotel. Although the guest room is a tangible commodity and has the attribution of commodity, it is different from the other commodities because the other commodities cant be sold timely. They can be stored in the warehouse and wont suffer a big loss. If the r