我们真的关心客人的感受吗？Do&We&Really&Care&How&the&Guests&Feel？
我们真的关心客人的感受吗？
Do We Really Care How
the Guests Feel？
&& “天下万物生于有，有生于无。”老子的《道德经》在2500年前，向我们阐述了一个博大的哲学概念。今天，我们仍然受益于此。世界万物变化中孕含着生机，“有”与“无”之间彼此消长，如我们不重视眼前的“有”，不做深入探索研究，则无法使事物上升到“无”的更高境界。人生如此，企业亦如此。
&&& 《大酒店》（Grand
Hotels）自刊登了读者对多个酒店及店内餐饮住宿的感受与褒贬之后，期待着酒店的管理层或相关部门和我们联系，从而与这些对其业务做出表扬或批评的客人们做直接的对话，了解客人对服务的真实感受。这样有助于酒店改善自身业务的最佳方式希望得到酒店的重视，从而使酒店的管理层对自己的衣食父母做些必要的认真研究。
可能大家都在忙于应付日常的业务，推广广告，打价格战，应付客人投诉，筛选供应商，周旋与名流商贾之间，应酬于不同政府管理部门内外，然而，分出时间真去询问和体验客人的感受是非常重要的。如果我们不能比别人多走一步，那么我们的业务发展也只能是维持现状，根本不可能有质的飞跃。
《孙子兵法"虚实篇》有“凡先处战地而待兵者佚，后处战地而趋战者劳。故善战者，致人而不致于人。”的至理名言。兵战中讲究“先处战地”，抱占先机至关重要。商战亦如此。不对市场和客户做潜心研究，就只能“致于人”而不是“致人”。酒店客人通过《大酒店》对酒店的服务提出了由衷的赞扬，值得我们好好珍惜。作为酒店的相关部门更应该和客人做直接的对话，请他们谈谈为什么会认为服务好，好在哪里，又有什么地方可以做的更好。也许每间客房放置的客人意见卡都已被离店客人填好，而客服部门是否都与填好意见的客人做了深入调查？同理，也有客人对酒店或餐饮提出了中肯的意见也应该引起管理层的高度重视。
国战国时代纵横家的始祖鬼谷子说：“以天下之目视者，则无不见；以天下之耳听者，则无不闻；时天下之心虑者，则无不知”。鬼谷子，可谓今天意义的战略家或咨询大师。他希望能最大可能地利用多种信息渠道，无所不知，无所不闻，从而能占尽先机。《大酒店》是信息渠道的最佳提供者，希望这些信息能使酒店管理者有所得益。
有这样一件事我想和大家分享。《大酒店》读者俱乐部忠实会员Randy Lee
Svendsen曾借本刊对外滩三号的Laris餐厅做过“是我最爱”的评价。餐厅老板David
Laris先生为此专门和Randy做促膝之谈，详细了解他对餐厅的意见和感受。显然Laris先生并未简单地认为这是句赞美之辞，而是仔细地了解了背后的故事，如此敬业认真的精神令人钦佩。相信这样管理的业务，不“致人”也难。
怎样能在商业管理中走出自己的路，达到“先处战地”的优势，对每位管理者来说都绝非易事，需要有“路漫漫其修远兮，吾将上下而求索。”的精神，绝不可只见树木不见森林，每日被杂事缠身而忘记根本—客户。有了这些真正在乎客户感受的管理层，才可能使我们的业务进入李清照所言的“九万里风鹏飞举。风休住，蓬舟吹取三山去。”那种豪迈健举的康庄大道。
and earth, and all things are manifestations of existence, but
existence, itself, comes from non-existence.” (“Tao Te Ching”;
translation by Lionel Giles). In his masterpiece, which was
complied some two thousand and five hundred years ago, Lao-tzu
unveils the profundity of his philosophical theories, from which we
have been benefiting till today. All things in this world are in
constant change, blooming with vitality. When existence grows,
non-existence declines, and vice versa. If we don’t pay sufficient
attention to “existence” which is within reach, nor conduct
in-depth study, we’re unable to make it attain to the higher level
of being that is “non-existence”. Life goes like this, so does an
enterprise.
Hotels magazine has published several passages in relation to
readers’ experiences and comments, negative as well as positive, of
a number of hotels and F&B venues, in the hope that
the suggestions can reach the management of related hotels or
departments with responsibility. We hope they can contact us to
arrangement for direct dialogues with the readers concerned,
obtaining first-hand information of how customers really feel about
their service. This is attempted to help the hotels improve
themselves, and the best way to do so. It deserves due attention
from the management of the establishments, urging them to carry out
necessary studies on the “gods”, that is, consumers, in a most
serious manner.
every hotel is engaging in daily business, launching marketing and
advertising campaigns, fighting a price war, handling customer
complaints, short-listing suppliers or developing relationships
with figures active in social and business arenas as well as with
government authorities. But this should not be a reason for the
hotels not to spend time on inquiries about how guests feel and to
share their feeling, which is crucial for hotel operation. If we
cannot take a step more than our competitors, our business will
remain as it is, with little chance of a leap in qualitative
said: Whoever is first in the field and awaits the coming of the
enemy, will be whoever is second in the field
and has to hasten to battle will arrive exhausted. Therefore the
clever combatant imposes his will on the enemy, but does not allow
the enemy's will to be imposed on him. (“Art of War”; translation
by Lionel Giles). Be the “first in the field”, or take the
preemptive action, is of vital importance in fighting a war, be it
in a real battlefield or in the business arena. With no careful
research conducted on the market and consumers, a hotel will have
to “allow the enemy’s will to be imposed on” it instead of imposing
its will on others.
who extol hotel service in Grand Hotels articles deserve to be
cherished. Related hotel departments should have a bigger
obligation to converse directly with these readers, asking them why
and in which respects they think the service is good, and how to
make the service better. Has the customer department followed up
guests who left comments in the suggestion card? Similarly, hotel
management should take guests’ pertinent comments on the hotel or
F&B very seriously.
with the omnipresent eyes, and noth listen
with the omnipresent ears,
think with an
omniscient heart, and there is nothing one does not know.” This
line was from the famous strategist Gui-gu-tzu of China’s Warring
State Period, who is deemed a master in persuasion even in today’s
standards. The ancient strategist hoped he could make the best use
of as many of information channels as possible, which would enable
him to be well-informed and omniscient, and capable of taking a
preemptive action under any circumstance. Grand Hotels serves as
the best provider of information, from which hotel managers are
anticipated to benefit.
something I want to share. Mr. Randy Lee Svendsen, one of the
devout members of Grand Hotels Reader’s Club, mentioned in our
interview with him that Laris in Three on the Bund is his “favorite
restaurant”. The favorable comment encouraged David Laris the owner
to have a t&te-&-t&te with Randy, enquiring in detail after the
latter’s impression and suggestions of the fancy restaurant. It’s
clear enough that Mr. Laris doesn’t simply rest on Randy’s praise,
but venture further for the whole story behind. With such admiring
sincerity and respect for his work, it is somewhat difficult for a
restaurateur like David Laris not to “impose his will” on
build a way of one’s own and be the “first in the field”? It’s no
easy job to every single hotel manager, and success is hardly
achievable without perseverance. Don’t be so much engrossed in the
trivia that you ignore what is basic, that is, your guests. It is
those managers who really care for the customers that are capable
of leading his/her hotel up to the height only a roc can
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