case study香格里拉酒店.docx

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1、Shangri-1aHote1casestudySection 1: Startingup开始创业SandyStewartandhiswife,Margaret,startedup（创建）theShangri-1aHote1afterinheriting（继承）a1argepropertyinthewestendofG1asgow.SandyandMargaretranthehote1formanyyearsbeforeretiringandpassingovertherunningofthehote1totheirsonCraig,andtheirdaughterAi1sa./父亲Sandy

2、SteWan母亲Margaret创建了香格里拉酒店,传给了儿子Craig和女儿Ai1sa。Craighada1waysbeeninterestedincooking,andafterfinishingschoo1,Craigmovedto1ondontotrainasachef（主厨）.Heworkedinmanyrestaurantsbeforebecomingtheheadchefofatophote1inPark1ane.Beforeheretired,SandyaskedCraigtoreturntoG1asgowtoruntherestaurantintheShangri-1aHot

3、e1.Sincehisreturnfouryearsago,theShangri-1aHote1hasgainedamuchcoveted3-starMiche1inaward.Inthekitchen,Craighadthefo11owing: ASousChef,Saskia（aco11eaguehehadworkedwithformanyyearsin1ondon）. ACommisChef,Jordan（whostartedhistraininginthehote1ayearago）.Afu11teamofkitchenandwaitingstaff.On1eavingschoo1,A

4、i1sacomp1etedadegreeinBusinessatAberdeenUniversity.Oncomp1etionofherdegree,Ai1sagotajobasamanagementtrainee（受训培者）witha1argeoi1companybasedinAberdeen.Aftermanyyearsasasuccessfu1executive（经理），Ai1sawaspersuadedbySandytoworkintheShangri-1aHote1.Afterafewyearsworkinginthehote1,Ai1satookoverastheGenera1Ma

5、nager.Inthesevenyearssince,Ai1sahasoverseen（监督）anextensive（大范围的）upgrade（改进）programme.Ai1sadrafted（起草）andsubmittedabusinessp1antothe1oca1bankinordertoobtain（得至IJ）thefunding（基金）neededtoimprovethehote1asitwasano1derpropertyinurgentneedofmodernisation.Agrantwasa1sosecuredfromScottishEnterprise.Ai1sa,sha

6、rdworkpaidoffwhenTheShangri-1aHote1becamethefirsthote1inG1asgowtoachievetheprestigious5-starAAaward.Ai1sawassupportedby: Areceptionmanager,Antonio,whohasbeenwiththefirmformanyyears. Anaccountant,C1ark. Ateamofreceptionists,c1eaningstaffandchambermaids. Maintenancestaff.Section 2: Growthanddeve1opmen

7、tUnderAi1sa,smanagement,revenue（收益）grewsteadi1yandthenumberofbusinessandinternationa1visitorstothehote1increased.Craig,scookingbecameincreasing1ypopu1ar,totheextent（程度）thatheappearedonte1evisionasace1ebrity（名人）chef.CraigandAi1sabothbe1ievedinsupporting1oca1business,anda1waysused1oca1banks,financia1a

8、dvisorsand1awyerstosupporttheirbusiness.Craiga1sohadaveryc1osere1ationshipwithGordonMe1drumwhomanagedanorganicfarmontheshoresof1och1omond.GordonwasthefirstfarmerinScot1andtobecomefu11ycertified（认证）bytheSoi1Association,andCraigdecidedtosourcehisproducefromGordon.Craigisconvincedthatusingthefreshestme

9、at,vegetab1esandfruitfromGordonsfarmisabso1ute1yessentia1forthereputation（声誉）andsuccessoftherestaurant.ThereputationoftheShangri-1aHote1dependedonhighqua1itycustomercare,anditwasimportantthata11staffinthehote1weretrainedtothehigheststandards.Ai1sahadc1ose1inkswiththe1oca1co11egewhoranhospita1ity（酒店）

10、courses,andwou1doftentakeon1earnerswhowerestudyingthereaspart-timestaff.Oncomp1etingtheirstudies,manyofthese1earnersoptedtotakeupfu11-timeemp1oymentwiththehote1,atwhichtimeAi1sawou1dincreasetheirsa1ary.Craiga1sobe1ieveditwasimportanttostudyatco11ege,buthespenta1otoftimepersona11ywiththekitchenstafft

11、oensurethattheyunderstoodhispersona1methodsandthatmea1shadtobepreparedtohisexactingstandards.Inadditiontothechefs（厨师）,therewerenowfourkitchenstaffandeightwaitingstaffworkingintherestaurant.Inthehote1thereweresixchambermaids（女月艮务员）,threereceptionists,fourc1eaners,twogenera1maintenance（维护）staff,C1arkt

12、heaccountantandAntoniothereceptionmanager.Section 3: Runningthehote1Craigrantherestaurantunderverystrictguide1ines.Hehad1earnedhistradeundersomeofthemostdemandingchefsin1ondonandthatmanagementsty1ehadgreat1yinf1uencedhim.Eachdayhepersona11ypreparedthemenufortherestaurant,anda11ocated（分配）specifictask

13、stothewaitersandkitchenstaff.Hekeptc1osetabsonexact1ywhateachonedid,ashebe1ievedthateverydishthat1eftthekitchenhadhissignatureonitandthereforehadtomeethisrigorous（严格的）standards.This,onoccasion,1eftSaskiafee1inga1itt1efrustrated,asshefe1tthatshehadsomegreatideasfordishesthatwou1dbesuitab1efortheresta

14、urant.Attheendofeachweek,Craiga1waysprovidedfreedrinksfortheteamtoce1ebrate,andtheteama1waysenjoyedtheseget-togethers.Craigdependedgreat1yonSaskia,havingworkedtogetherin1ondonformanyyears.WheneverCraigwasawayfromthehote1,Saskiawasde1egated（代表）thejobofissuingworktothekitchenandwaitingstaff.Craiga1soi

15、nsistedthaton1ySaskiaandheshou1dhavetheauthoritytosignforthemeatandvegetab1ede1iveries.ButthisoftenirritatedAi1sawho,astheGenera1Managerofthehote1,fe1tsheshou1dbeab1etocarryoutthistask.Craigbe1ievedthaton1yheandSaskiahadthenecessaryexperiencetocheckiftheproducewasuptothestandardrequiredtoupho1dthere

16、staurantsimage.Craiga1soaimedtoensurethata11customerswou1dbeattendedtowithinfiveminutesofbeingseated.Thekitchenstaffwerewe11paid,butoftentheatmospherecou1dbeverytense（紧张）.Craiga1waysmadeapointofte11ingtheteamtheyhaddoneagoodjobattheweek1yget-together.However,duringtheweek,thepressureinthekitchensometimesgottoCraig.ThewaitingstaffoftencametoCraigwhentheyhadprob1emswithreservationsorawkwardcustomers.Whenthewaitingstaffofferedsuggestionsonhowtodea1wit