客户服务文化构建outcome1Case[修改版]

第一篇：客户服务文化构建outcome1CaseCase StudyThe Mountain High Hotel ComplexAlice Hendry had recently been appo

outcome1Case 第一篇：客户服务文化构建 Case Study The Mountain High Hotel Complex Alice Hendry had recently been appointed as the General Manager of the Mountain High Hotel Complex. This was her first appointment to this level of management and she was very keen to make asuccess of the job. She was aware that her task would be very demanding but was confident that the experience that she had previously gained in a number of similar establishments would enable her to motivate the staff and soon have them all committed to working as an integrated team. She had been asked to prepare a report for the board of directors detailing how she planned to increase the level of business during the traditionally quieter Spring and Autumn months. 案例研究 山高酒店大楼 爱丽丝亨德利最近被任命为山高酒店大楼的总经理。这是她第一次约会的管理这个层面，她非常热衷 于这项工作的成功。她知道，她的任务是非常苛刻的，但有信心，她在多项类似机构此前获得的经验将使 她以激励员工，并很快让他们都致力于工作为一体的综合团队。她被要求准备一份报告，供董事会详述她 如何计划在传统上更安静春秋个月提高业务水平。 The hotel complex had anumber of distinct operations. There were 150 bedrooms, 2 restaurants, 2bars and anight- club. In addition, there was also asports fitness centre and swimming pool and the complex also managed its own sports shop that offered ski equipment sales/hire and lessons during the winter months and mountain bike sales/hire and guided tours in the summer months. The complex also owned and managed the mountain gondola and ski lifts. The gondola operated throughout the year for sightseers