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Shangri-laHotelcasestudyStartingup〃开始创业SandyStewartandhiswifeMargaretstartedup(创建)theShangri-laHotelafterinheriting(继承)alargepropertyinthewestendofGlasgow.SandyandMargaretranthehotelformanyyearsbeforeretiringandpassingovertherunningofthehoteltotheirsonCraigandtheirdaughterAilsa.//父亲SandyStewart母亲Margaret创建了香格里拉酒店传给了儿子Craig和女儿AilsaCraighadalwaysbeeninterestedincookingandafterfinishingschoolCraigmovedtoLondontotrainasachef(主厨).HeworkedinmanyrestaurantsbeforebecomingtheheadchefofatophotelinParkLane.BeforeheretiredSandyaskedCraigtoreturntoGlasgowtoruntherestaurantintheShangri-laHotel.SincehisreturnfouryearsagotheShangri-laHotelhasgainedamuchcoveted3-starMichelinaward.InthekitchenCraighadthefollowing:ASousChefSaskia(acolleaguehehadworkedwithformanyyearsinLondon).ACommisChefJordan(whostartedhistraininginthehotelayearago).♦Afullteamofkitchenandwaitingstaff.OnleavingschoolAilsacompletedadegreeinBusinessatAberdeenUniversity.OncompletionofherdegreeAilsagotajobasamanagementtrainee(受训培者)withalargeoilcompanybasedinAberdeen.Aftermanyyearsasasuccessfulexecutive(经理),AilsawaspersuadedbySandytoworkintheShangri-laHotel.AfterafewyearsworkinginthehotelAilsatookoverastheGeneralManager.InthesevenyearssinceAilsahasoverseen(监督)anextensive(大范围的)upgrade(改进)programme.Ailsadrafted(起草)andsubmittedabusinessplantothelocalbankinordertoobtain(得至U)thefunding(基金)neededtoimprovethehotelasitwasanolderpropertyinurgentneedofmodernisation.AgrantwasalsosecuredfromScottishEnterprise.AilsashardworkpaidoffwhenTheShangri-laHotelbecamethefirsthotelinGlasgowtoachievetheprestigious5-starAAaward.Ailsawassupportedby:AreceptionmanagerAntoniowhohasbeenwiththefirmformanyyears.AnaccountantClark.Ateamofreceptionistscleaningstaffandchambermaids.♦Maintenancestaff.GrowthanddevelopmentUnderAilsasmanagementrevenue(收益)grewsteadilyandthenumberofbusinessandinternationalvisitorstothehotelincreased.Craig5scookingbecameincreasinglypopulartotheextent(程度)thatheappearedontelevisionasacelebrity(名人)chef.CraigandAilsabothbelievedinsupportinglocalbusinessandalwaysusedlocalbanksfinancialadvisorsandlawyerstosupporttheirbusiness.CraigalsohadaverycloserelationshipwithGordonMeldrumwhomanagedanorganicfarmontheshoresofLochLomond.GordonwasthefirstfarmerinScotlandtobecomefullycertified(认证)bytheSoilAssociationandCraigdecidedtosourcehisproducefromGordon.CraigisconvincedthatusingthefreshestmeatvegetablesandfruitfromGordonsfarmisabsolutelyessentialforthereputation(声誉)andsuccessoftherestaurant.ThereputationoftheShangri-laHoteldependedonhighqualitycustomercareanditwasimportantthatallstaffinthehotelweretrainedtothehigheststandards.Ailsahadcloselinkswiththelocalcollegewhoranhospitality(酒店)coursesandwouldoftentakeonlearnerswhowerestudyingthereaspart-timestaff.Oncompletingtheirstudiesmanyoftheselearnersoptedtotakeupfull-timeemploymentwiththehotelatwhichtimeAilsawouldincreasetheirsalary.Craigalsobelieveditwasimportanttostudyatcollegebuthespentalotoftimepersonallywiththekitchenstafftoensurethattheyunderstoodhispersonalmethodsandthatmealshadtobepreparedtohisexactingstandards.Inadditiontothechefs(厨师)therewerenowfourkitchenstaffandeightwaitingstaffworkingintherestaurant.Inthehotelthereweresixchambermaids(女月艮务员)threereceptionistsfourcleanerstwogeneralmaintenance(维护)staffClarktheaccountantandAntoniothereceptionmanager.RunningthehotelCraigrantherestaurantunderverystrictguidelines.HehadlearnedhistradeundersomeofthemostdemandingchefsinLondonandthatmanagementstylehadgreatlyinfluencedhim.Eachdayhepersonallypreparedthemenufortherestaurantandallocated(分酉己)specifictaskstothewaitersandkitchenstaff.Hekeptclosetabsonexactlywhateachonedidashebelievedthateverydishthatleftthekitchenhadhissignatureonitandthereforehadtomeethisrigorous(严格的)standards.ThisonoccasionleftSaskiafeelingalittlefrustratedasshefeltthatshehadsomegreatideasfordishesthatwouldbesuitablefortherestaurant.AttheendofeachweekCraigalwaysprovidedfreedrinksfortheteamtocelebrateandtheteamalwaysenjoyedtheseget-togethers.CraigdependedgreatlyonSaskiahavingworkedtogetherinLondonformanyyears.WheneverCraigwasawayfromthehotelSaskiawasdelegated(代表)thejobofissuingworktothekitchenandwaitingstaff.CraigalsoinsistedthatonlySaskiaandheshouldhavetheauthoritytosignforthemeatandvegetabledeliveries.ButthisoftenirritatedAilsawhoastheGeneralManagerofthehotelfeltsheshouldbeabletocarryoutthistask.CraigbelievedthatonlyheandSaskiahadthenecessaryexperiencetocheckiftheproducewasuptothestandardrequiredtoupholdtherestaurantsimage.Craigalsoaimedtoensurethatallcustomerswouldbeattendedtowithinfiveminutesofbeingseated.Thekitchenstaffwerewellpaidbutoftentheatmospherecouldbeverytense(紧张).Craigalwaysmadeapointoftellingtheteamtheyhaddoneagoodjobattheweeklyget-together.HoweverduringtheweekthepressureinthekitchensometimesgottoCraig.ThewaitingstaffoftencametoCraigwhentheyhadproblemswithreservationsorawkwardcustomers.WhenthewaitingstaffofferedsuggestionsonhowtodealwiththeseproblemsCraigwouldalwaysproclaim(宣告)thisismykitchenwerunitmyway!TherulethatonlyCraigandSaskiacouldsignforanyproducethatarrivedatthehoteloftencausedanumberofproblems.Thisincludedthedelayinpreparingthevegetablescouldhaveaknock-oneffectegwhilethekitchenstaffwerewaitingforCraigorSaskia5ssignaturetheyhadnothingtodoandtendedtolarkaround-thecleaningstaffwouldbeworkinghardandthistendedtoannoythem.Thisdelayalsomeantthatthekitchenstaffwereoftenlatefinishingworkwhichcouldcauseproblemsgettingtransporthomeespeciallyintheevenings.AlsoJordannowfeltthathehadtheexperiencetosignfordeliverieswithoutanyproblemsarising.//签字权仅在两人手中导致了一些问题Ailsahadworkedhardtoincreasethenumberofbusinessclients(客户)inthehotelsincetheytendedtospendmoreinthebarandtherestaurant.Shebelievedthatoneofthekeyaspectsofthiswasmakingsureeverybusinessclientwasgivenexceptionalcustomercare.Antonioworkedcloselywithhisreceptionteamonhowtoimprovethehotelexperienceforbusinessclients.TheteamhadaweeklymeetingwhereAntonioaskedforsuggestionstoimproveservicelevelsandovertheyearstheteamhadcomeupwithanumberofideasthatwerethenimplemented(实施).ExamplesincludepickingupcustomersatGlasgowAirportandtransportingthemtothehotelpick-upsfrombusinessmeetingsandacomplimentary(免费)copyofTheFinancialTimesinthemornings.Theteamworkedwelltogetherandoftenreceivedcomplimentaryfeedbackfromcustomersonhowwelltheyweretakencareofandhowpositivetheirexperienceofthehotelhadbeen.AilsaconcentratedonincreasingbusinessbyvisitinglargecompanieswhosheknewwereintendingtovisitGlasgowandpresentingasalespitchbaseduponexcellentstandardsofcustomerservice.ThishadprovedanextremelysuccessfulapproachandtheShangri-laHotelwasnowthenumberonechoiceformanyblue-chipcompaniessendingstafftoGlasgow.AilsaknewthatthisbusinesswashighlydependentonAntoniosteamdeliveringtherequiredlevelofservice.AilsaalsoknewthatAntoniohadmanyyears5experienceinthehoteltradeandtrustedhimandtheteamtoimplement(实施)thisstrategy(策略).ThesalesvisitsthatAilsamademeantshewasoftenawayfromthehotelbutinherabsenceAntonioranthingswithlittleproblemorfuss(大惊小怪).Thiswasincontrast(对比)totherestaurantwhereCraigleftstrictinstructionsonwhatthemenushouldbeforeverydayhewasawayfromthekitchen.Saskiafeltthatontheseoccasionssheshouldbeallowedtobemorecreative.ThefutureSaskiawasawarethatthereweresomemoans(呻吟)amongthekitchenstaffandhadspokentoCraigaboutthis.Craigwasupsettobeadvisedofthisashehadalwaysfelthisrestaurantwasahigh-pressurebutfunenvironmenttoworkin.SoCraigdecidedtodiscusstheissuewithAilsa.Difficulteconomiccircumstanceshadrecentlyforcedthreelargecompaniesintoclosure(关闭)whowerethreeoftheShangri-laHotePsbiggestcustomers.Howevertwomulti-nationalcompanieswereabouttosetupheadquarters(总部)inGlasgowandAilsawaspreparingtobidforthevisitorbusinesstheywouldbringtothecity.Theeconomicdownturnhadalsoaffectedtherestaurantresultinginadecreaseinbookingsoverthelastsixmonths.ItwasextremelyimportantthatAilsagotacontract(合同)fromatleastoneofthemulti-nationalcompaniesandthatCraigcouldgetbookingnumbersbackontrack.CraigalsofeltalittleunhappyabouttheamountoftimethatAilsawasouttheofficetryingtosecurebusinessclients.HewasawarethatAntoniowascapableofrunningthehotelinherabsencebutfeltshecouldhelpoutmorewiththerestaurantsproblems.Endofcasestudy。