用控制图管理现代旅游饭店

Managing Modern Hotels with Control Charts

我国旅游饭店的建设经过近几年的努力已在数量上得到突飞猛进的发展,并形成了一定规模的供给能力。随着整个旅游业经营从卖方市场向买方市场的转移,旅游饭店的供不应求状况也出现倾斜甚至逆转。这种变化所带来的经营困难甚至潜伏着的经营危机已引起一些有识之士的关注。“旅游饭店的生命是质量”这一新的口号,反映了我国饭店业对经营环境形成的新的认识,也标志着饭店经营观念的更新,是顺应潮流尊重客观规律的体现。

The economic effect of a hotel is closely related to its service quality. Appro- priate investments should be allocated to improving the service quality so that theservice will become a guiding factor in attracting clients and creating a good hotelimage, so long as the hotel is not in a declining stage, which is causing a trend ofheavy losses.In order to ensure stable high service quality from start to finish,it isnecessary to use the'control charts' for routine management.With a view to bring-ing the 'control charts' into full play, the hotel must establish all types of servicestandards and create an interactive communication system.The managerial staff mustmaster the fundamental laws of hotel management, be familiar with the relationshipbetween cause and effect and be good at solving various kinds of managerial problemsby using statistical reason and methods. This paper raises some ideas and suggestionsregarding these problems.