酒店市场营销和酒店设计的观念，了解酒店的营销和发展过程

酒店市场营销和酒店设计的观念，了解酒店的营销和发展过程

客人永远是对的

    客人永远是对的（The guest is always eight）,是美国“现代酒店之父”斯塔特勒先生的名言。
   
    斯塔特勒先生注意研究客人的需求，只要是他想到或客人提出来的要求，就想法使之变成现实。有一天，他对巴法罗斯塔特勒酒店经理说：“我要客人每天早晨免费得到一份报纸，叫服务员从门底下塞进去。”几天以后，它气鼓鼓地闯进经理室，责问经理：“我记得我已经下过命令，叫服务员每天把早报从门下塞进去！”经理解释说：“报纸太厚，从门底下带不进去。”他听后立刻说：“那好，叫人把门从下面锯去一英寸，三百个房间的门都锯，叫木匠今天就干。”还有一次，意大利一位著名男高音歌唱家打电报给巴法罗斯塔特，预订一套三套间的客房。斯塔特勒知道酒店里没有三套间的房子，但仍叫人答应了他的要求。他立刻组织人临时突击，在两套间隔壁的墙上凿出一个门来，安上门，粉刷装修好，等10个小时后这位大歌唱家到来的时候，一个崭新的酒店设计三套间已经准备就绪了。

    和斯塔特勒的观点相反，美国汽车大王亨利?福特先生曾宣称：“不管顾客需要什么颜色的汽车，我只有一种黑色的。”这种傲慢其实在酒店业的发展过程中也曾有所表现：初期的客栈，设备简陋，客栈建筑大多为原木结构，墙壁是竹篾 夹抹石灰，屋檐下悬挂着长方形白纸灯笼，灯笼两面一般都写有联语，例如“未晚先投宿，鸡鸣早看天”。那时的客栈兼供客商堆货，只供应基本的食宿，让旅客可以有落脚的地点，并没有提供消遣服务；客栈声誉很差，往往被人们认为是为了糊口谋生的人才干的低级行当；客栈内亦不安全，常常有不法之事发生，如抢劫、打架、聚赌。夜幕降临，当你嫌环境恶劣，想转身离去改投他店，此时，你会听到客栈小二的提醒：“过了这个村就没有这个店。”

思考与习题
1、同样是具有划时代意义的企业家，斯塔特勒和亨利?福特的观点为什么截然相反？他们对此判断的理由又是什么？
2、怎么理解“客人永远是对的”这一观点？如果你认为该观点是合理的，那么在酒店经营和服务中该怎么去执行？
3、“客人永远是对的”这一观点和酒店市场营销以客人的需要为核心的特点之间有什么的关系？

Hotel marketing and the concept of hotel design, hotel marketing and development process

The guest is always right

    The guest is always right (the guest is always eight), the United States, "the father of the modern hotel, Mr. Statler famous.
    Mr. Statler attention to the research needs of the guests, as long as he thought or guests to the requirements on the idea into reality. One day, he was right 巴法罗斯塔

Teller hotel manager said: "I want the guests every morning and free newspaper, called the waiter to go from under the door into the" A few days later, it broke into the room manager grumpy

Questioned the manager: "I remember I have been ordered and called the waiter daily Morning Post, under the door to go into" the manager explained: "The newspaper is too thick, do not go in from under the door with.

"Afterwards he immediately said:" Well, as people the door sawn from below one inch, 300-room doors saw, called the carpenter dry today. "On another occasion, Italy, a

The Name tenor telegraphed to 巴法罗斯塔特, booking a three-suite rooms. Statler know the house of the three suites in the hotel, but as people promised him

Requirements. He immediately organized a temporary surprise carved next to the wall between the two sets to one door, security door, stucco decoration, 10 hours after the arrival of the great singer

When a new suite ready.

    Contrary to the view of the Statler, the U.S. auto magnate Henry? Mr. Ford once declared: "Whether the customer needs what color the car, I only have a black."

Kinds of arrogance in fact, also in the process of development in the hotel industry to be seen: the early inn, poorly equipped, the inn buildings mostly wood structure, the wall Bamboo folder wipe lime

Rectangular white paper lanterns hanging under the eaves, lanterns on both sides generally have joint language, such as "not too late, lodging, crowing early sky. , When the inn and for merchants stacker only

Supply of basic food and accommodation, so visitors can have a settled place, and not to provide entertainment services; Inn reputation is poor, often considered to be dry in order to make ends meet the talent to make a living

Low-level line of business; inn is not safe, and often illegal things, such as robbery, fighting, gambling. As night fell, when you are too poor environment, want to turn away switched

Store, you will hear a reminder Inn Primary 2: "after this village do not have this shop."

Thinking and Problems
1, is also a landmark entrepreneurs, Statler and Henry? Ford's point of view why the opposite? What are the reasons for this judgment?
2, how to understand "the guest is always right" this view? If you think that view is reasonable, then in the hotel business and services how to to perform?
3, "the guest is always right" between this view and hotel marketing to the needs of customers as the core characteristics of what relationship?