case-study-香格里拉酒店

Shangri-laHotelcasestudySection1:Startingup//开始创业SandyStewartandhiswife,Margaret,startedup（创建）theShangri-laHotelafterinheriting（继承）alargepropertyinthewestendofGlasgow.SandyandMargaretranthehotelformanyyearsbeforeretiringandpassingovertherunningofthehoteltotheirsonCraig,andtheirdaughterAilsa.//父亲SandyStewart母亲Margaret创建了香格里拉酒店，传给了儿子Craig和女儿Ailsa。Craighadalwaysbeeninterestedincooking,andafterfinishingschool,CraigmovedtoLondontotrainasachef（主厨）.HeworkedinmanyrestaurantsbeforebecomingtheheadchefofatophotelinParkLane.Beforeheretired,SandyaskedCraigtoreturntoGlasgowtoruntherestaurantintheShangri-laHotel.Sincehisreturnfouryearsago,theShangri-laHotelhasgainedamuchcoveted3-starMichelinaward.Inthekitchen,Craighadthefollowing:ASousChef,Saskia(acolleaguehehadworkedwithformanyyearsinLondon).ACommisChef,Jordan(whostartedhistraininginthehotelayearago).Afullteamofkitchenandwaitingstaff.Onleavingschool,AilsacompletedadegreeinBusinessatAberdeenUniversity.Oncompletionofherdegree,Ailsagotajobasamanagementtrainee（受训培者）withalargeoilcompanybasedinAberdeen.Aftermanyyearsasasuccessfulexecutive（经理）,AilsawaspersuadedbySandytoworkintheShangri-laHotel.Afterafewyearsworkinginthehotel,AilsatookoverastheGeneralManager.Inthesevenyearssince,Ailsahasoverseen（监督）anextensive（大范围的）upgrade（改进）programme.Ailsadrafted（起草）andsubmittedabusinessplantothelocalbankinordertoobtain（得到）thefunding（基金）neededtoimprovethehotelasitwasanolderpropertyinurgentneedofmodernisation.AgrantwasalsosecuredfromScottishEnterprise.Ailsa’shardworkpaidoffwhenTheShangri-laHotelbecamethefirsthotelinGlasgowtoachievetheprestigious5-starAAaward.Ailsawassupportedby:Areceptionmanager,Antonio,whohasbeenwiththefirmformanyyears.Anaccountant,Clark.Ateamofreceptionists,cleaningstaffandchambermaids.Maintenancestaff.Section2:GrowthanddevelopmentUnderAilsa’smanagement,revenue（收益）grewsteadilyandthenumberofbusinessandinternationalvisitorstothehotelincreased.Craig’scookingbecameincreasinglypopular,totheextent（程度）thatheappearedontelevisionasacelebrity（名人）chef.CraigandAilsabothbelievedinsupportinglocalbusiness,andalwaysusedlocalbanks,financialadvisorsandlawyerstosupporttheirbusiness.CraigalsohadaverycloserelationshipwithGordonMeldrumwhomanagedanorganicfarmontheshoresofLochLomond.GordonwasthefirstfarmerinScotlandtobecomefullycertified（认证）bytheSoilAssociation,andCraigdecidedtosourcehisproducefromGordon.Craigisconvincedthatusingthefreshestmeat,vegetablesandfruitfromGordon’sfarmisabsolutelyessentialforthereputation（声誉）andsuccessoftherestaurant.ThereputationoftheShangri-laHoteldependedonhighqualitycustomercare,anditwasimportantthatallstaffinthehotelweretrainedtothehigheststandards.Ailsahadcloselinkswiththelocalcollegewhoranhospitality（酒店）courses,andwouldoftentakeonlearnerswhowerestudyingthereaspart-timestaff.Oncompletingtheirstudies,manyoftheselearnersoptedtotakeupfull-timeemploymentwiththehotel,atwhichtimeAilsawouldincreasetheirsalary.Craigalsobelieveditwasimportanttostudyatcollege,buthespentalotoftimepersonallywiththekitchenstafftoensurethattheyunderstoodhispersonalmethodsandthatmealshadtobepreparedtohisexactingstandards.Inadditiontothechefs（厨师）,therewerenowfourkitchenstaffandeightwaitingstaffworkingintherestaurant.Inthehotelthereweresixchambermaids（女服务员）,threereceptionists,fourcleaners,twogeneralmaintenance（维护）staff,ClarktheaccountantandAntoniothereceptionmanager.Section3:RunningthehotelCraigrantherestaurantunderverystrictguidelines.HehadlearnedhistradeundersomeofthemostdemandingchefsinLondonandthatmanagementstylehadgreatlyinfluencedhim.Eachdayhepersonallypreparedthemenufortherestaurant,andallocated（分配）specifictaskstothewaitersandkitchenstaff.Hekeptclosetabsonexactlywhateachonedid,ashebelievedthateverydishthatleftthekitchenhadhissignatureonitandthereforehadtomeethisrigorous（严格的）standards.This,onoccasion,leftSaskiafeelingalittlefrustrated,asshefeltthatshehadsomegreatideasfordishesthatwouldbesuitablefortherestaurant.Attheendofeachweek,Craigalwaysprovidedfreedrinksfortheteamtocelebrate,andtheteamalwaysenjoyedtheseget-togethers.CraigdependedgreatlyonSaskia,havingworkedtogetherinLondonformanyyears.WheneverCraigwasawayfromthehotel,Saskiawasdelegated（代表）thejobofissuingworktothekitchenandwaitingstaff.CraigalsoinsistedthatonlySaskiaandheshouldhavetheauthoritytosignforthemeatandvegetabledeliveries.ButthisoftenirritatedAilsawho,astheGeneralManagerofthehotel,feltsheshouldbeabletocarryoutthistask.CraigbelievedthatonlyheandSaskiahadthenecessaryexperiencetocheckiftheproducewasuptothestandardrequiredtoupholdtherestaurant’simage.Craigalsoaimedtoensurethatallcustomerswouldbeattendedtowithinfiveminutesofbeingseated.Thekitchenstaffwerewellpaid,butoftentheatmospherecouldbeverytense（紧张）.Craigalwaysmadeapointoftellingtheteamtheyhaddoneagoodjobattheweeklyget-together.However,duringtheweek,thepressureinthekitchensometimesgottoCraig.ThewaitingstaffoftencametoCraigwhentheyhadproblemswithreservationsorawkwardcustomers.Whenthewaitingstaffofferedsuggestionsonhowtodealwiththeseproblems,Craigwouldalwaysproclaim（宣告）‘thisis