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Hotel corporate culture construction

The practice of enterprise development at home and abroad proves that successful enterprises are always accompanied by their own excellent corporate culture. Therefore, more and more attention has been paid to the construction of corporate culture. In China, the corporate culture system was first established from Haier Group and Hisense Group, and then expanded rapidly in other enterprises. In recent years, hotel industry has also developed. However, there are not many real hotel culture systems at present. Many hotels don't know how to start. Then, how do hotels build a corporate culture system with industry characteristics? Drawing on the successful experience at home and abroad, combined with our practice of creating hotel culture, I think we should start from the following aspects.

Hotel corporate culture construction

Characteristics of hotel culture

Hotel is a comprehensive service enterprise that provides people with food, shelter, transportation, shopping, entertainment and other products and services with tangible space, equipment, goods and intangible services. Therefore, it has different characteristics from ordinary enterprises and also has different characteristics in culture.

Hotel culture has a direct impact on product quality. Hotel products are an organic combination of tangible products that can meet guests' material needs and intangible services that can meet guests' psychological needs. Therefore, hotel products are realized through direct service between service personnel and guests. Generally, enterprises exchange products with consumers, and consumers only have a direct relationship with commodities, not with the people who produce commodities. Therefore, the concept, values, quality and service level of service personnel in hotel products directly determine the quality of products.

Hotel products have outstanding cultural characteristics. Wherever tourists go, they want to feel a kind of exotic customs and special services to meet their psychological needs. Therefore, the satisfaction of this demand is not only reflected in the hotel hardware facilities and culture, but also reflected in the cultural atmosphere of the hotel and the cultural connotation of the service personnel. The product quality of general enterprises is directly reflected in the performance of products, which comes from materials, not from people.

The production process of hotel products has emotional connotation. The production process of general enterprises is the process of people dealing with things, while hotel products are the process of interpersonal communication. It is the service process of service personnel to guests. In order to meet the material and spiritual needs of guests, the hotel must realize it through the concept of "guests first" and warm and thoughtful service. Therefore, hotel products have emotional connotations.

Because hotel products have the above characteristics. Therefore, compared with the general corporate culture, the most prominent feature of hotel culture is the emphasis on service concept. In other words, the core of hotel culture-business philosophy, embodies the concept of service, with service as the starting point and destination.

Architecture of hotel culture system

How to build a hotel culture system or system? What is its basic content?

The basic connotation of corporate culture includes three aspects: first, pay attention to management. The second is to cultivate enterprise spirit. The third is to shape the corporate image. It permeates the values of the enterprise and dominates the service construction, management and material and cultural life of all employees of the enterprise. According to the experience of hotel corporate culture construction at home and abroad, the basic contents of China hotel corporate culture include the following aspects: environmental characteristics, business philosophy, values, corporate goals, corporate spirit, corporate style, institutional culture and so on.

Environmental characteristics

Environmental characteristics are the material level of hotel culture. Including the design style of hotel buildings, the layout of courtyard environment and the style of guest rooms. Architectural style and environmental characteristics should be coordinated with the cultural connotation of the hotel. For example, Peninsula Group has been positioned as a luxury hotel group since its establishment. In architecture and design, great emphasis is placed on reflecting the group image of high-end luxury. Whether it's at the Peninsula Hotel in Hong Kong, or! ! ! Beijing Wang Fu Hotel! ! ! Or the Beverly Hills Hotel in the United States, you can get the grandeur, atmosphere and grandeur of the building. This reflects the cultural connotation. This has formed a unified cultural connotation with their brand positioning, that is, the high-grade service of senior business guests and celebrity travelers. Some hotels in Sanya, Hainan, often have the style of sea rhyme and coconut wind in terms of architectural and environmental characteristics. The architectural design of Shouxian Mountain Villa is characterized by elegant, elegant and quiet courtyards, and the guest rooms are fresh and tidy in style, which is in harmony with the environment. There is a hole in the lobby of the main building of Shouxian Hotel. The polygonal hot spring pool is crystal clear. In the sun, the water and the sky are the same, and the silver shines. Further inside, there are nine villas with different styles. Against the backdrop of tall coconut trees and oil palm trees, it seems that "there are people in the depths of the garden." The courtyard is dotted with gardens, lawns, stone benches, pavilions and flower beds. Crowds of pigeons are leisurely foraging on the lawn, and bees and butterflies are flying in the flowers and plants. Birds are singing and flowers are fragrant, which is a peaceful scene. It presents a beautiful picture of a living "warm home of Shouxian Mountain Villa". Therefore, the environmental characteristics of Shouxian Mountain Villa are defined as green, elegant and neat, which form a perfect combination with the business philosophy.

(2) Business philosophy

Business philosophy is the core and soul of hotel culture construction, the starting point and destination of enterprise management, and the basic idea and concept running through hotel management. It is also the central structure of the cultural system. It aims to solve the value and significance of the existence of hotels and answer the two basic questions of "who am I" and "what do I do". Each enterprise has different cultural accumulation and different business philosophy.

The business philosophy of American Boeing Company is: "Keep Boeing's leading position in technology and keep developing". Marriott's business philosophy is "friendly service and reasonable price". Motorola's business philosophy is: "Gloriously serve the society; Provide high-quality products and services at fair prices. " The core concept of Hisense Group is: "Create perfection and serve the society." Shangri-La's business philosophy is: "Asian reception provided by considerate staff."

Many hotels in China have put forward the concepts of "guests first", "guests first" and "feel at home", which all reflect the basic concepts in operation.

In the project investigation of the Ritz-Carlton Hotel Group in 2000, the research conclusion of the internal development trend of the hotel in the future 10 is: "The key to improving service is to make the hotel more like home. Rooms and bathrooms must be expanded, the air is fresh, the environmental requirements are getting higher and higher, and the family atmosphere is increased. " The concept of "creating warmth" puts forward the goal from hotel hardware and software, that is, tangible and intangible. In the environment, guest room facilities should be transformed like "home", and at the same time, guests should be given a sense of intimacy in service, so that guests can feel at home.

(3) Values

Values are the basic beliefs advocated and pursued by hotels in the process of achieving corporate goals. People-oriented, has become the * * * knowledge of enterprises. It is generally believed that the competition of enterprises is basically the competition of talents. Marriott's values are: "people-oriented-pay attention to their own development, loyalty, interest and team spirit." It is your primary responsibility to train managers in all aspects. " The motto of The Ritz-Carlton Hotel is: "We are ladies and gentlemen serving ladies and gentlemen." Express it: first, employees and customers are equal, not the relationship between God and mortals, but the relationship between subject and object. Second, the hotel provides people-to-people service, not machine-to-person service, emphasizing personalization and humanization of service. This shows that the company is people-oriented and pays attention to the role of people. Their creed is: "For all employees of the Ritz-Carlton Hotel, it is its highest purpose to let guests get real care and comfort." Hilton Hotel put forward: "We should rely on those who have received strict training and are familiar with this series of business methods and procedures to take responsibility, manage and guide all hotels with Hilton Hotel brand." These hotels emphasize the role of people and embody people-oriented values in their own understanding and way.

Values can be divided into employee values, guest values and product values. Only when the three are consistent can values be embodied, and the realization of values will inevitably be transformed into material achievements, which is the consistency of individuals, enterprises and society. The value of an enterprise is the development of its career. But to realize this value, the premise is that the material interests and personal development of employees are met, the enthusiasm of employees can be brought into play, and the work can be achieved. The realization of enterprise goals and the development of hotel industry should also be reflected in making contributions to the country and society.

(4) enterprise goals

Enterprise goal is the direction of enterprise development and the ultimate goal of struggle. Therefore, some enterprises take the development scale and economic indicators as their enterprise goals, such as "HNA's ten-year goal is to enter the top enterprises in China 100 by 2005", "Haier's enterprise goal is to enter the top 500 in the world", and some enterprises also take "first-class enterprises, first-class services, first-class management and first-class teams" as their enterprise goals. The management goal of Four Seasons Hotel is: No matter where it is, Four Seasons Hotel must become the company that people think runs the best hotels, resorts and resorts.

(E) Enterprise spirit

Enterprise spirit is the quality embodied in the process of enterprise management. Enterprise spirit is influenced by the history of enterprise development and the style of leaders. Holiday Inn defines the spirit of enterprise as: unpretentious, honest and reliable, persistent, optimistic and generous, which combines the passion of Renaissance men.

In the six years of operation, Shouxian Mountain Villa in Hainan has shown a simple, simple and solid style, and has been constantly reforming and innovating. Innovation and pragmatism have become the cultural tradition of immortality. Therefore, we define the spirit of Shouxian Villa as "innovation and pragmatism, creating perfection".

Innovation and pragmatism, first of all, innovation, with pioneering spirit. The second is pragmatic, putting innovation into action, down-to-earth, not superficial.

The above five aspects are the basic contents and elements of the hotel culture system. Of course, it can also include talent concept, development strategy, business purpose, enterprise style, institutional culture and so on. However, no matter which aspects are formed, all aspects are a complete system, which are interrelated and mutually restricted. Business philosophy is the core concept, and other concepts are the embodiment and requirements of business philosophy. Values are the internal driving force and key point of hotel development. Only when the concepts of all aspects of corporate culture are deeply rooted in the hearts of all employees, become consistent behavior concepts and abide by the rules, can the functions of hotel culture really be brought into play.

Five commandments of hotel culture construction

First, regard corporate culture as spiritual civilization. Corporate culture and spiritual civilization are both related and different. From the characteristics of corporate culture, it can be distinguished from spiritual civilization. First of all, corporate culture covers a wide range of contents, including both spiritual and material aspects. Without matter, it can't be called culture. Spiritual civilization is spiritual, although it is determined and restricted by material aspects, it has relative independence and its function lies in the reaction to material. Secondly, corporate culture is a kind of cultural accumulation with a history and its own characteristics. It is gradually formed in the long-term production, construction and management practice of enterprises. This characteristic determines that the corporate culture between enterprises and industries has its own characteristics, and it is impossible to be the same. And spiritual civilization is a kind of * * * same requirement and * * same idea for the whole society. Third, the role of corporate culture is to cultivate the comprehensive quality of enterprises, teams and employees, while the role of spiritual civilization is to focus on ideological quality and political quality. Therefore, the construction of enterprise culture must start from the accumulation of enterprise's own culture, and cannot be realized as the construction of spiritual civilization.

Second, don't copy it. The construction of hotel culture should start with the cultural accumulation of hotel management, and build values and ideas that conform to their own characteristics. It's not the same as copying ready-made sentences. For example, values are people-oriented. The goals of the hotel are: first-class service, first-class management, first-class benefits, first-class service ... and so on. Then the characteristics of corporate culture will be lost.

The three commandments are all-encompassing and insatiable. The concept of hotel culture system is not that the more the better, the more complete the better. There are no fixed items in the hotel culture of foreign companies. Some are one idea, some are two or three ideas. Determining several concepts should proceed from the reality of the hotel itself.

Under the temptation is inconsistency, inconsistency. Hotel culture is centered on business philosophy. Business philosophy determines other ideas, and other ideas embody business philosophy. Environmental characteristics and institutional culture should be coordinated with business philosophy to avoid conflicts between concepts.

PS: In 2006, the English name of Wang Fu Hotel was officially changed to ThePeninsulaBeijing, and the Chinese name was changed to Wang Fu Peninsula Hotel. The name change not only clearly reflects the Peninsula brand in the Chinese and English names of the hotel, but also further confirms the leading edge of Peninsula Hotel in Beijing industry.

Since the opening of 1989, the Chinese name of the hotel "Wang Fu Hotel" has become a well-known brand in China. This time, "BanDao" was added to the Chinese name, which clarified the affiliation between the hotel and Peninsula Group. In addition, the name change is also conducive to the development projects of Peninsula Group in Shanghai in the next few years.

The English name of Beijing Wang Fu Hotel was officially changed to "The Palace Beijing" on September 1, and the Chinese name "Wang Fu Hotel" remained unchanged. On the evening of September 18, Mr. Kadoorie, Chairman of Hong Kong-Shanghai Hotel Co., Ltd. and Mr. Wang Mingquan, Chairman of China Everbright Group, will co-host the naming reception of Wang Fu Hotel.

Since the opening of 1989, Wang Fu Hotel has become the focus of attention of people from all walks of life, and has achieved good results in many selection activities at home and abroad, enjoying a leading position in the industry. Hong Kong Peninsula Hotel Group has been responsible for the operation and management of Wang Fu hotels since 1992. In 2000, the hotel began a large-scale strategic transformation project. This two-year project, which cost 27 million yuan, not only revived Wang Fu Hotel and attracted more people's attention, but also equaled Peninsula hotels around the world in hardware facilities, fully embodying the ultimate elegance and dignity of Peninsula brand.

In September 2003, Wang Fu Hotel will launch a brand-new Chinese restaurant "Huang Ting", a redesigned executive floor and a unique hotel entrance. Facilities that have been built and put into use before include western restaurant "Beijing", lobby bar, hotel lobby, extended boutique gallery area, more than 50 world-class brands, banquet facilities and rooms and suites equipped with Peninsula patented technology.

Mr. He, general manager of the hotel, said: "The steady economic growth in China and the hosting of the 2008 Olympic Games have made China the focus of world attention. Wang Fu Hotel took this opportunity and changed its English store name and logo. "

"In the eleven years of management of Peninsula Hotel Group, we have successfully introduced Peninsula management standards and corporate culture into Wang Fu Hotel through frequent employee exchange training programs between China and Hong Kong, ensuring that guests enjoy unique Peninsula services. The addition of "Peninsula" to the English name enables the hotel to better expand overseas markets with the help of the peninsula's good brand image. " Mr. He introduced it.

The unique geographical location of the hotel-located in the bustling Wangfujing business district, next to the renovation of the Forbidden City and Tiananmen Square, the upcoming connection with the Second Ring Road and the change of the English store name-has added a solid bargaining chip for Wang Fu Hotel in the highly competitive China tourism market.

Under the regular management of Peninsula Hotels Group for many years, the hotel has made great achievements in domestic and international competitions for many times: it was rated as "the best business hotel in Beijing" in the survey of "the best business hotel in the world" just completed by Travel and Leisure magazine in 2003, and ranked among the top 25 hotels in the Asia-Pacific region (August 2003); Beijing Restaurant was selected as the 75 hottest new restaurants in the world in 2003 (May 2003) by Condé Nast Traveler, and it is also the only restaurant in China that won this honor.

The history of Peninsula Hotel Group and Hong Kong Shanghai Hotel Co., Ltd. can be traced back to Hong Kong Hotel Co., Ltd. founded by 1866. 1923 acquired 85% equity of Shanghai Hotel Co., Ltd. and changed its name to Hong Kong Shanghai Hotel Co., Ltd. At that time, the hotels it managed included Astor Tower in Shanghai (now part of Shanghai Peace Hotel), Palace Hotel and Grand Hyatt Beijing (formerly Six Kingdoms Hotel). Grand Mercure Hotel was acquired through 1924, and the company owned three most luxurious hotels in Shanghai at that time.

The legendary Hong Kong Peninsula Hotel was established in 19281February, and its business goal is "to build the best hotel east of Suez Canal". Since its opening, the hotel has been closely related to the development of Hong Kong. Over the past 75 years, it has welcomed countless guests with elegant environment and warm service, among which there are countless dignitaries.

After World War II, Hong Kong Shanghai Hotel Co., Ltd. sold all its shares in the Mainland, and retained the Hong Kong Peninsula as the flagship symbol of the hotel company.

1982, the company returned to the Chinese mainland market and became the first foreign hotel management group to enter China at that time. Has managed Beijing Jianguo Hotel, Shanghai Portman Hotel and Guangzhou Garden Hotel. 1990 peninsula hotel group signed a management contract with Beijing Wang Fu hotel, and acquired part of the equity of Wang Fu hotel in 1992 peninsula hotel group.

From one hotel to now, Peninsula Hotels Group has managed eight luxury hotels in Hongkong, Manila, Bangkok, Beijing, new york, Beverly Hills and Chicago. Peninsula Hotel Group makes every effort to provide personalized service, and at the same time strives to create a luxurious and comfortable living environment, modern facilities and convenient high-tech equipment for its guests.

The good reputation of Peninsula brand in the world truly reflects the success of Peninsula Hotel Group in setting standards in the professional field, and also constantly reflects the business philosophy established by its flagship store in Hong Kong for more than 70 years.

Wang Fu Hotel is managed by Peninsula Hotels Group. The group is affiliated to Hong Kong Shanghai Hotel Co., Ltd. and manages luxury hotels in major cities in Asia and North America. Peninsula Hotels Group's hotels include: Hong Kong Peninsula Hotel, New York Peninsula Hotel, Chicago Peninsula Hotel, Beverly Hills Peninsula Hotel in California, Bangkok Peninsula Hotel in Thailand, Beijing Wang Fu Hotel, Manila Peninsula Hotel in the Philippines and Hong Kong Kowloon Hotel.

Wang Fu Hotel is a member of the world-class hotel organization.