【摘要】：筆者論文,在分析吉林省長春市飯店行業(yè)、長春國際會展中心大飯店經(jīng)營狀況的基礎上,闡述了其飯店經(jīng)營策略研究的必要性,并對其經(jīng)營策略,提出了可實際操作的具體設想�，F(xiàn)代酒店業(yè)和旅行社、旅游交通一并被稱為旅游業(yè)的三大支柱行業(yè)。伴隨著第三產(chǎn)業(yè)的不斷壯大,蓬勃發(fā)展的飯店業(yè),在其現(xiàn)代服務業(yè)中已經(jīng)占據(jù)了最為主要的位置。地處老工業(yè)基地的緊鄰省會長春市,其社會經(jīng)濟不斷發(fā)展,導致了我市在政治、經(jīng)濟、科技、文化學術(shù)交流等方面的活動,越來越頻繁,在這些交流活動當中,酒店所提供的各種服務,是其重要內(nèi)容。在當前的商品經(jīng)濟社會之視野下,酒店是一個城市、地區(qū)不可或缺的重要組成部分,而酒店的服務質(zhì)量,在一定程度上,可能代表某個國家、地區(qū)的形象、經(jīng)濟發(fā)展水平以及社會的文明程度。本文作者認為,其勞動密集型的綜合性服務企業(yè)——酒店,不但可以為社會創(chuàng)造更多的就業(yè)機會,安置更多的從業(yè)人員,同時,也能促進社會其他行業(yè)的健康發(fā)展。論文就長春國際會展中心大飯店的外部環(huán)境、內(nèi)部環(huán)境進行了分析討論,對酒店的經(jīng)營現(xiàn)狀展開了分析,闡述了會展大飯店從建立伊始到運營至今存在的一系列問題,并對未來酒店的經(jīng)營措施提出了一些積極的建議。通過對長春國際會展中心大飯店的內(nèi)部環(huán)境分析得出,酒店在長春市星級市場的競爭優(yōu)勢在于其周邊展會帶動酒店的客流量,同時獨特的婚宴、壽宴品牌也是酒店的經(jīng)營亮點之一。但是,酒店在個別硬件、整體服務意識以及信息技術(shù)的應用方面還存在些許不足。 本文運用SWOT分析對長春國際會展中心大飯店進行了戰(zhàn)略分析,并且提出了針對不同的客戶群體制定營銷方案;建立長春國際會展中心大飯店特有的品牌形象等積極意見:針對不同的客戶群體制定營銷方案。在其已經(jīng)形成婚宴品牌的基礎之上,擴大酒店的品牌化建設,拓寬品牌內(nèi)容。第一,為了提升大飯店的品牌形象而針對其一線員工進行專業(yè)化的培訓;第二,加強大飯店管理層和一線員工的溝通聯(lián)絡;第三,建議酒店理性地對待投訴,理智地處理投訴;第四,正確地處理酒店的公共關系,使得大飯店和公眾處于一種融洽、和諧的關系,樹立一種健康、良好的公眾形象。相對于硬件來講,服務更加是酒店經(jīng)營過程中立于不敗之地不可或缺的要素,本文著重提出了為顧客提供個性化的服務這一觀點。相對于酒店的常規(guī)服務,個性化服務更能夠為顧客“量體裁衣”,從而為酒店帶來優(yōu)質(zhì)的聲譽,使其在日新月異的酒店業(yè)激烈競爭中,脫穎而出,從而發(fā)揮自身優(yōu)勢,取得長足發(fā)展,為吉林省的現(xiàn)代化建設貢獻力量。
[Abstract]:On the basis of analyzing the management situation of Changchun International Exhibition Center Hotel in Changchun City of Jilin Province, the author expounds the necessity of the research on hotel management strategy, and analyzes the management strategy of the hotel industry in Changchun City, Jilin Province. The concrete idea of practical operation is put forward. Modern hotel industry and travel agency, tourism transportation is known as the three pillars of tourism industry. With the development of the tertiary industry, the hotel industry has occupied the most important position in the modern service industry. Changchun, the capital of Changchun, is located in the old industrial base. Its social and economic development has led to more and more frequent activities in politics, economy, science and technology, and cultural and academic exchanges in our city. Among these exchange activities, The hotel provides a variety of services, is its important content. From the perspective of the current commodity economy and society, hotels are an indispensable and important part of a city and a region. To a certain extent, the service quality of the hotel may represent the image of a certain country or region. The level of economic development and the civilization of society. The author believes that its labor-intensive comprehensive service enterprise, hotels, can not only create more employment opportunities for the society and place more employees, but also promote the healthy development of other sectors of society. This paper analyzes and discusses the external environment and internal environment of Changchun International Conference and Exhibition Center Hotel, analyzes the present management situation of the hotel, and expounds a series of problems existing in the hotel from the beginning of its establishment to the present day of its operation. And put forward some positive suggestions to the future hotel management measure. Through the analysis of the inner environment of Changchun International Exhibition Center Hotel, it is concluded that the competitive advantage of the hotel in Changchun star market lies in the passenger flow of the hotel driven by the surrounding exhibition and the unique wedding banquet. Shou Banquet brand is also one of the highlights of the hotel management. However, hotel in individual hardware, overall service awareness and the application of information technology there are some shortcomings. This paper analyzes the strategy of Changchun International Conference and Exhibition Center Hotel by SWOT analysis, and puts forward a marketing plan for different customer groups. To establish the unique brand image of Changchun International Convention and Exhibition Center Hotel and other positive suggestions: to develop marketing programs for different customer groups. On the basis of the wedding banquet brand, the hotel brand construction is expanded and the brand content is broadened. First, in order to enhance the brand image of the hotel and professional training for its front-line staff; second, strengthen the hotel management and front-line staff communication; third, the hotel should treat complaints rationally, handle complaints rationally; Fourth, correctly deal with the public relations of the hotel, make the hotel and the public in a harmonious, harmonious relationship, establish a healthy, good public image. Compared with hardware, service is an indispensable factor in the hotel management process. This paper puts forward the point of view of providing personalized service for customers. Compared with the regular service of the hotel, the individualized service can "tailor the clothes" for the customers, thus bringing the hotel a good reputation, making it stand out in the fierce competition of the hotel industry with each passing day, thus giving play to its own advantages. It has made great progress and contributed to the modernization of Jilin Province.
【學位授予單位】：吉林大學
【學位級別】：碩士
【學位授予年份】：2011
【分類號】：F719

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