国际酒店管理集团在华酒店管理的本土化研究__以无锡

苏州大学硕士学位论文国际酒店管理集团在华酒店管理的本土化研究--以无锡凯宾斯基饭店为例姓名：陆一萍申请学位级别：硕士专业：工商管理指导教师：朱仲羽2010-09I2080AbstractAstudyonlocationmanagementoftheinternationalhotelmanegementinChinaAsKempinskiforexampleIIAstudyonlocationmanagementoftheinternationalhotelmanegementinChina——AsKempinskiforexampleAbstractInternationalhotelgroupsenteredChineseHospitalitymarketinthe1980s,andtheirproductbrandshavebeenenrichedandimprovedtillnow.Thegroupsclearlyknowhowtoadapttochangesintheexternalenvironment,aswellasthemoreeffectiveuseofthehotel'slocalresources,toformtheirownadvantageincompetition;Facetothelocalcustomsandcultureprofoundimpactedbytraditionalcultureandthought,howinternationalhotelmanagementcompaniessolvetheproblemsinrunningthroughmaturemanagementideastothedailyoperationsofChineselocalizedhotel,andinmakingbetteruseoflocalhumanresourcesandwealthoflocalcustomsculture,andinmakingbetterrelationshipmarketing,andotherproblemsinrealityoftheprocessoflocalization,andfurthermoreproblemsinfusionoflocalization.Theseproblemsmustberesolvedproperly,otherwisetheywillbecomeabottleneckintheirscientificmanagements.Bythesefactors,IchoosetostudywiththehotelmanagementinChinaofthehighendoftheinternationalhotelgroup,startingwithitslocalizationmanagementanalysis.IhopetoseektoseveralmajoraspectsofthedetailedissuesofitslocalizedmanagementinChina,anddiscoverhowtomakehealthyandharmoniousdevelopmentofhigh-endhotelmarketinChina.Intheabovecontext,thisarticleisdividedintofiveparts.Theoreticalanalysis,comparingconfirmationandcaseresolutionareusedtoresearchinthisarticle.Thefirstpartisthesummeryoftherelevanttheoriesandresearchmethods;thesecondpartisthesummaryanalysisofthechamberofmanagementandmanagementmodesinChinaanddevelopmentpathsofinternationalhotelmanagementgroups;thethirdpartisstudyingcurrentlystatusofinternationalhotelmanagementgroup’smanagementsinChina,AstudyonlocationmanagementoftheinternationalhotelmanegementinChinaAsKempinskiforexampleAbstractIIIandthesuccessandshortcomingsoftheirlocalizedmanagementsfromthreeaspects:marketing,humanresourcesmanagement,productandservicequalitymanagement;thefourthpartistheanalysisofthenecessityofoptimizinglocalizedmanagementsfromtwoviews:macroandmicro,andproposethetargetedstrategiesandmeasuresofimprovementsandoptimizations.Basedonthesetheoreticalanalysis,thefifthpartusesthespecificanalysisoftwoyearsoflocalizedmanagementsofKempinskiHotelWuxi,thisarticlecomesoptimizingadvicesoflocalizedmanagementsofKempinskiHotelfromangleofpracticestandingonitsownlong-termdevelopment.Particularlytheadvicesofthelocalhumanresourcesmanagementandservicequalitymanagement,canbeperfectedfromtheserespects:thecorrectfusionofgroup’smanagementthoughts,rationalizationofhumanresourceselectionarchtectures,improvementsofthepositiveuseofspecialmarketingandpublicrelationsdepartment.Theendingistheconclusionsofthearticle,andtheproblemswherecanbesolvedthroughgreatefforts.KeyWordsInternationalHotelgroups,Hotelmanagement,InChina,LocalizationImprovementWrittenby:LuYipingSupervisedby:ZhuZhongyu1208030208012:.2:;;:=:3“”43208080Levitt,Ohmac,SamiceRoth90Poter,CraigDouglas19901992AMA1990-1995JMJMRLocalization7Zou,Cavuegil(1984)Yip1985)PhilipKotlerKeller(1990)PorkMilberg(1990)Levitt(1987)Ohmac(1990)SamiceRoth(1990)4PoterCraig(1990)ParkDouglas(1990)DanielSmithPark(1992)Poter,RothThelocalizationofthemarket200320032000200320092004,200652006,,20062004”,,6:7810202-12-111---1818--1920---201952920502090212-22019461949195019522019671970WIUA201989NewWorld1989Bass19981990Accor6Mobile6FourSeasonsMarriottInternationalWestmontLodgianBassHiltonAccor10·112020207080208021301978(1984)(1984)(1982)1982,120802080902119821200613121984HolidayInn1019841984198519893019975006JW2001200220041984202006781342009(FairmontHotels&Resorts)20092010TheFairmontPeaceHotel30010%302-34517201075563810201250176201024%15200820101252201072015643220134314134Nuo201061420032004.2%5%3%6%152000(GDS)2-42-41622-5.2007431——222007181770%347“”183/2006200620071200792008200932000519809000201044200520•9550%2110%10%20%60%100-250/221/223LOGO2LQA“”24603040253-126()8090212728“”,,:29(),,1363(),35,,500404100050,,,,:(),,,3015(15)3.181.941.7267.4215.73163130.0243.14,26.8432552003533341/235PlanDoCheckAction36CIS“”37“”,“”,,,,,“”,,“”100%,38“”“”394-1“”401897“”KPCGHA613619200920%30%50%1.52009LQA88.3NO.120079286GHAGlobalHotelAlliance41100“”“”LOGO42LOGOKempinskiLogo5-15-14344200992010452564640.9130037.8830080021.2180020003058.0445.241.113.7HappyHour47“weareladiesandgentlemenserviceforladiesandgentlemen”“”“”481317515()49LOGO5051521CharlesW.l.Hill2009.2CharlesW.l.HillGarethR.Jones20073.3200744,20025·R·20016StephenPRobbins20017StevenP.RobbinsandMaryCoulter7200382003592000510,200781120076122004121320065173142009615200511162006135317_522008218200691920013202007421200852220084232007524——2005925,,200432620061227200533282009729——20082302009131200302322003025433200053420033352003936_2004123720091938200915239JeffreyS,Harrison,&CathyAE.HospitalityStrategicManagement:ConceptsandCases.Hoboken:Wiley,2005,40PineR,ZhangQH,QiP.TheChallengesandOpportunitiesofFranchising