酒店市場營銷和酒店設(shè)計的觀念，了解酒店的營銷和發(fā)展過程

客人永遠是對的

    客人永遠是對的（The guest is always eight）,是美國“現(xiàn)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來的要求，就想法使之變成現(xiàn)實。有一天，他對巴法羅斯塔特勒酒店經(jīng)理說：“我要客人每天早晨免費得到一份報紙，叫服務(wù)員從門底下塞進去。”幾天以后，它氣鼓鼓地闖進經(jīng)理室，責問經(jīng)理：“我記得我已經(jīng)下過命令，叫服務(wù)員每天把早報從門下塞進去！”經(jīng)理解釋說：“報紙?zhí)瘢瑥拈T底下帶不進去。”他聽后立刻說：“那好，叫人把門從下面鋸去一英寸，三百個房間的門都鋸，叫木匠今天就干。”還有一次，意大利一位著名男高音歌唱家打電報給巴法羅斯塔特，預(yù)訂一套三套間的客房。斯塔特勒知道酒店里沒有三套間的房子，但仍叫人答應(yīng)了他的要求。他立刻組織人臨時突擊，在兩套間隔壁的墻上鑿出一個門來，安上門，粉刷裝修好，等10個小時后這位大歌唱家到來的時候，一個嶄新的酒店設(shè)計三套間已經(jīng)準備就緒了。

    和斯塔特勒的觀點相反，美國汽車大王亨利?福特先生曾宣稱：“不管顧客需要什么顏色的汽車，我只有一種黑色的。”這種傲慢其實在酒店業(yè)的發(fā)展過程中也曾有所表現(xiàn)：初期的客棧，設(shè)備簡陋，客棧建筑大多為原木結(jié)構(gòu)，墻壁是竹篾 夾抹石灰，屋檐下懸掛著長方形白紙燈籠，燈籠兩面一般都寫有聯(lián)語，例如“未晚先投宿，雞鳴早看天”。那時的客棧兼供客商堆貨，只供應(yīng)基本的食宿，讓旅客可以有落腳的地點，并沒有提供消遣服務(wù)；客棧聲譽很差，往往被人們認為是為了糊口謀生的人才干的低級行當；客棧內(nèi)亦不安全，常常有不法之事發(fā)生，如搶劫、打架、聚賭。夜幕降臨，當你嫌環(huán)境惡劣，想轉(zhuǎn)身離去改投他店，此時，你會聽到客棧小二的提醒：“過了這個村就沒有這個店。”

思考與習題
1、同樣是具有劃時代意義的企業(yè)家，斯塔特勒和亨利?福特的觀點為什么截然相反？他們對此判斷的理由又是什么？
2、怎么理解“客人永遠是對的”這一觀點？如果你認為該觀點是合理的，那么在酒店經(jīng)營和服務(wù)中該怎么去執(zhí)行？
3、“客人永遠是對的”這一觀點和酒店市場營銷以客人的需要為核心的特點之間有什么的關(guān)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 巴法羅斯塔

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 巴法羅斯塔特, 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?