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Case Study
The Mountain High Hotel Complex
Alice Hendry had recently been appointed as the General Manager of the Mountain High Hotel Complex.This was her first appointment to this level of management and she was very keen to make a succe of the job.She was aware that her task would be very demanding but was confident that the experience that she had previously gained in a number of similar establishments would enable her to motivate the staff and soon have them all committed to working as an integrated team.She had been asked to prepare a report for the board of directors detailing how she planned to increase the level of busine during the traditionally quieter Spring and Autumn months.案例研究
山高酒店大楼
爱丽丝亨德利最近被任命为山高酒店大楼的总经理。这是她第一次约会的管理这个层面，她非常热衷于这项工作的成功。她知道，她的任务是非常苛刻的，但有信心，她在多项类似机构此前获得的经验将使她以激励员工，并很快让他们都致力于工作为一体的综合团队。她被要求准备一份报告，供董事会详述她如何计划在传统上更安静春秋个月提高业务水平。
The hotel complex had a number of distinct operations.There were 150 bedrooms, 2 restaurants, 2 bars and a night-club.In addition, there was also a sports fitne centre and swimming pool and the complex also managed its own sports shop that offered ski equipment sales/hire and leons during the winter months and mountain bike sales/hire and guided tours in the summer months.The complex also owned and managed the mountain gondola and ski lifts.The gondola operated throughout the year for sightseers as well as being used by skiers in the winter and by mountain bikers in the summer.酒店大楼有多个不同的操作。共有150间卧室，2间餐厅，2间酒吧和一个夜间俱乐部。此外，也有一个体育健身中心和游泳池以及复杂的管理也提供了滑雪设备销售/租赁和在冬季和山地自行车的销售经验/租用，并在夏季导游自己的体育用品商店。酒店还拥有和管理的山缆车和滑雪升降机。缆车营运全年为观光客，以及正在使用的滑雪者在冬季和山地自行车爱好者在夏季。
Although the Complex had a generally younger sporting clientele during the winter and summer months, Alice was aware that some efforts had previously been made to attract a different type of customer, particularly during the Spring and Autumn months when mountain biking and more particularly skiing were not available.It was apparent that little succe had been made with these initiatives even though the hotel complex was undoubtedly equipped to cater for a more mature clientele.Alice had conducted some investigation into this apparent failure and was concerned to discover that while there had been some initial succe in attracting a more middle-aged customer during the off-season, there was little evidence of any re-booking.虽然复在冬季和夏季有一个普遍比较年轻运动的顾客，爱丽丝知道，以前曾提出，以吸引不同类型的客户一些努力，特别是在春秋个月的时候骑山地自行车和更特别的滑雪不可用。很明显，收效甚微已与这些举措尽管酒店大楼无疑是装
备，以应付更成熟的客户群。爱丽丝已经进行了一些调查，这种明显的失败，并关切地发现，虽然已经在休赛期吸引更多的中年客户取得了初步成功，有任何重新预订的迹象。
At the end of her first month in the job Alice called a meeting of all of the Complex’s supervisory staff to discu her plans to improve the trading levels during the off-peak months of the year.She suggested that the complex needed to set up and market a number of activities that would be attractive to the more mature customer and that the staff would need to be flexible in their approach to their jobs.For example: The fitne centre could offer more sedate exercise programmes that would appeal to those who perhaps enjoyed walking in the countryside rather than the more dynamic needs of Skiers and Mountain Bikers.The sports shop could offer guided mountain tours with low-level valley walks for the le adventurous and for times when the weather was inclement.Alice also felt that there may be a market for bird watching excursions during the Spring months as she was aware that the Mountain High Complex was located in an area where many rare species of summer visiting birds could be found, if you knew where to look.The night club could easily be used for ballroom and line dancing rather than the more brash ‘dance’ music enjoyed by younger ‘clubbers;She then asked the staff if they had any ideas that could be considered.The responses were not what she had hoped.Robert who managed the sports shop was openly hostile.He took the view that it was his job to serve the customers with their needs for skis and bikes and that it certainly wasn’t up to him to go wandering round the mountains with groups of unfit old folk in the Spring and Autumn.In his opinion everyone knew that his staff worked hard enough for the skiers and bikers in the winter and spring and they felt entitled to be able to ‘take it easy’ during the off-peak months.His view seemed to be shared by most of the others.They all seemed to resent the idea that they would have to deal with a different type of client in the quieter months of the year.在她的第一个月的工作结束爱丽丝召集了所有的复杂的监管人员的会议，讨论她的计划年内的非高峰月，以提高交易水平。她建议，需要复杂的设置和市场的一定数量的将是更成熟的顾客的吸引力，而工作人员将需要灵活的方法来他们的工作活动。例如：健身中心可以提供更安静的运动项目，将吸引那些谁也许喜欢走在乡间，而不是滑雪和山地自行车爱好者的更具活力的需要。在体育用品店可以提供带导游的高山观光与低级别的谷走对冒险运动缺乏和当时天气恶劣倍。爱丽丝还认为，有可能是市场对鸟类在春季游览观赏，因为她意识到，山高大楼位于在夏天参观鸟类的许多珍稀物种可以找到，如果你知道去哪里找一个领域。夜总会很容易被用于舞厅和排舞，而不是更傲慢“舞蹈的音乐被年轻”的俱乐部成员享受;然后，她问工作人员，如果他们有可能被视为任何想法。该反应是不是她所希望的。罗伯特谁管理的体育用品商店是公开的敌对。他所持的观点，这是他的工作，为客户提供他们的滑雪板和自行车的需求，而且它肯定没有达到他去溜圆山中与不适合老人在春秋组。他认为每个人都知道他的员工做得足够在冬天和春天的滑雪和骑自行车的人，他们感到自己有权利可以在非高峰期以“慢慢
来”。他的观点似乎被大多数人共享。他们似乎都反感，他们将不得不面对在今年的安静几个月不同类型客户的想法。
Alice reluctantly decided to ask the staff to take some time to think about her proposals and to meet back with her again in two weeks time.She was aware that the Board of
Directors had asked her to submit her report and aociated proposals within three months of her starting the job and that time was running out.However she knew that she could not succeed without the help of the staff and that somehow she needed to convince them of the value of her ideas.爱丽丝不情愿地决定要求工作人员采取一些时间来考虑她的建议，并满足她回来了，又在两个星期的时间。她意识到，公司董事会已经向她，她开始工作在三个月内提交其报告和相关建议，并认为时间不多了。但是她知道，她不能没有工作人员的帮助，而且成功在某种程度上她需要说服她的想法的价值他们。Informal discuions with a number of the staff helped to confirm what Alice was already beginning to suspect.The staff were generally very enthusiastic about their particular area of expertise but had no interest whatsoever in anything else.The sports shop was a good example.The staff was all young, fit and fully committed to their sport of skiing.They were all experts and spent their free time in the winter out on the slopes.While at work they were more than willing to share their enthusiasm for skiing with anyone who came into the shop but had little time for non-skiers.In the summer
months they turned their attention to mountain biking in the same way.Much the same situations existed in the sports centre, swimming pool and bars/night club.与一些工作人员的非正式讨论有助于证实了爱丽丝已经开始怀疑。该工作人员普遍非常热衷他们的专业特别区域，但有任何其他事情没有兴趣。体育商店是一个很好的例子。工作人员是所有青年人，配合和全力滑雪的运动。他们都是专家，度过他们的闲暇时间在冬天在山坡上。虽然在工作中，他们更愿意分享他们的热情与任何人谁来到店里，但很少有时间对非滑雪者滑雪。在夏季，他们把注意力转向了山地自行车以同样的方式。大致相同的情况下，存在于体育中心，游泳池和酒吧/夜总会。
Alice was of the opinion that the way forward was to promote a culture of customer care, for all customers, amongst the staff at the Mountain High Hotel Complex.She decided that she would make this the theme of her report to the Board of Directors.If she could convince them to support an extensive programme of Customer Care Training, then she was sure that ever-increasing numbers of customers could be encouraged to come to the complex and just as importantly, to come back again and again.爱丽丝认为，前进的道路是推动客户服务的文化，为所有的客户，其中包括工作人员在山高酒店大楼。她决定，她会做出这样她的报告的主题，以董事会。如果她能说服他们支持一个广泛的客户服务培训的程序，那么她肯定是客户不断增长的数字可能会鼓励前来复杂，同样重要的是，回来一次又一次。
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