旅游服务管理教学案例汇编

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1、WORD旅游服务管理教学案例汇编案例一优质服务-餐馆经理的圣经为了理解服务是什么，也许我们应该站在顾客的立场来看待这一问题会更好一些。你需要去看待他们所看待的，体验他们所体验的。与顾客打成一片是餐饮业提升服务质量的关键的第一步。“John 和Carol Pleasant”的例子是许多餐馆就餐经历的典型代表。尽管这一案例发生在桌式服务餐馆，但这个故事可以复制到任何背景中。无论你的餐馆类型是什么，Pleasant的例子对于所有的餐饮业都有启发。这一案例表明，服务是独立的，并且非常独特，它不同于菜肴或者构成整个进餐经历的其他因素。明白了这一点，让我们来看看John 和Carol Pleasant这两

2、位故事中的原型人物。John 和Carol Pleasant和其他外出活动比较多的情侣们一样，会经常在外面吃饭。他们偶尔会喜欢把孩子留在家里，去享受他们的二人世界。平日紧繁忙的生活使得他们需要依赖这种逃避方式来放松自己，这已经成为他们生活中的重要部分。他们都期望这样的时光。两个人可以外出享受一个安静的夜晚就他们两个人，没有噪音，没有骚扰，不用做饭涮盘子。在小区生活了5年多之后，Pleasant服务已经形成了一些固定的习惯，但他们并没有真正对某一家餐馆特别忠诚。事实上，他们喜欢尝试不同的餐馆。Carol喜欢冒险，John喜欢多样化。生活在大都市中，Pleasant服务有很多选择。大多数餐饮连锁店

3、都会在他们开车能到的围设有分店。有了这些，再加上大量的快餐店和独立经营的家庭餐馆，Pleasant在外出就餐时从来不缺乏选择。事实上，他们经常被太多的选择弄得有些发懵。在讨论了这周六外出就餐的几个选择之后，John 和Carol Pleasant决定去尝试邻居向他们推荐的一家相对较新的餐馆。Carol的邻居经常大家赞赏Run o Mill餐馆的食物。John非常喜欢吃牛排，而Carol则希望能在菜单上找到阿拉斯加大龙虾。这是星期六的晚上，孩子们有人帮忙照顾，因而John 和Carol可以暂时解放了。汽车开出他们的庭院之后，他们都长舒了一口气。“你知道，John”，Carol自信地说道，“我的确

4、喜欢孩子们，但能有这样单独外出的机会真的是太好了。我们应该有更多这样的机会”。旁边的John点头表示同意。走到半道时，John问道：“顺便问一下，我们在这家餐馆有预订吗？”“没有。我给他们打过，但她们不接受预订。”Run o Mill是一家独立经营的餐馆，位于当地的购物中心附近。当Pleasant将车开进停车场时，时间已经是7点钟了。他们二人都准备好要好好放松一个晚上。“有这么多车停在这，我希望等待的时间不要太长。” Carol说道。当John 和Carol走到餐馆前门的时候，他们注意到该建筑的正面非常气派。它是那种不太常见的木头并列式结构，整个建筑的关键部位都安装了强力照明。“这儿的装修可是

5、花费不小啊！” John说道。“这儿的建筑、装修非常漂亮啊。” Carol回应道。当他们进来后，Carol注意到，外部的砖木装卸风格延续到了室，石地板非常豪华。一眼看过去，Pleasant无法判断出到底要不要排队等待。鸡尾酒郎看起来已经坐满了人。John往餐厅瞟了一眼，里面也坐满了人，“也许一会就会好的”他心里这样想着。一个穿着保守的年轻的女招待站在前台桌子的后面，她看来像是在数什么东西。当Pleasant夫妇走上去时，她抬起头来，说道：“噢，稍等一会，我就过来。”。John 和Carol彼此看了一眼，不安地笑了笑，然后就安静地等着。过了相当长的时间后，这名女招待再次抬起头来，说道：“我们这儿

6、需要等上半个小时才有位子，你们要等吗？”“她不是在浪费时间，” John想到，于是他回答说“当然，我们愿意等。”“？”女招待头也不太地问道。John赶快报上他们的名字。“好的，当有空位子的时候，我会叫你们的。”女招待说道，然后又继续去数她的数去了。突然间被独自留下，John 和Carol决定还是留在酒廊里等待比较好。Carol在靠后面的拐角处找到了一两个人的桌子。在他们坐下后，他们发现只有一名鸡尾酒女招待，她站在走廊的另一边，正忙着给给等候的客人倒酒。既然这唯一的一名女招待正在忙着，Carol想还是利用这段时间，和John讨论他们卧室的装修风格比较好，而John，则正在发呆呢。“亲爱的，你皱什

7、么眉头啊？” Carol问道。“噢，我刚才正在想那个女招待呢。”“她非常有趣，但对你来说却小了点噢，你觉得呢？” Carol打趣道。“我不是想她长得怎么样。她看起来一点也不友好，对不对？”“噢，” Carol 回应道，“她可能是新来的。我们是来这儿放松的，不要让一个18岁的女招待搅扰了我们的兴致。我们只管自己高兴就行了。”“你说得很对，” John肯定道，“那个鸡尾酒女招待哪去了啊？”当他们在等待的时候，Carol不厌其烦地说他们家的桌裙太旧了，沙发太破了，客厅里没有交谈的地方。“鸡尾酒女招待哪里去了啊？” John一直在反复询问这个问题。10分钟之后，出来了另一个女招待。她看起来很紧，好像被

8、骚扰了似的。“好家伙，这儿今晚真像是个动物园似的。”她招呼道：“我应该在餐厅的，而不是在酒吧。但他们这儿太忙了。我该为你提供点什么呢？”在听了这样的开场白之后，John心里想，尽量不要给这个女招待增添麻烦了。“给我们两杯白葡萄酒吧。”他说道。John 和Carol都不擅长白葡萄酒，Carol对此更是毫无兴趣。她只是偶尔享受一杯好点的葡萄酒而已。但John对他缺乏葡萄酒知识却感到有些不安。他通常会问侍者餐馆提供哪些葡萄酒。这么多年来，他有了自己的偏好，而尽量避免尝试其他葡萄酒。他现在才意识到他忘记了问女招待该餐馆提供的葡萄酒的名字。“等她回来时，我再问她吧。” John心里想。Carol仍然在津

9、津乐道地谈论着客厅的事情。像往常一样，在谈论房屋的事情时，John是一位倾听者，只会点头同意。等了很久之后，他们的葡萄酒还是没有上来。“我们已经等了多久了啊？” John问道。“就几分钟，亲爱的。放松点。”John忍不住四处望，寻找女招待的身影。最后，他看到她正扛着一托盘的饮料呢。看来两杯白葡萄酒也在托盘里。当女招待穿过走廊的时候，John忍不住为他感到同情，“也许她是超负荷工作，但却只得到很少的报酬。”女招待最终来到了Pleasant夫妇的桌子前，“嘿，我们今晚是不是很忙啊？”，当她将整个葡萄酒杯放下时说道，脸上没有一点笑容。“我的脚疼得要命。很抱歉因此耽搁了你们太多的时间。今晚的酒吧吧台服

10、务员是个新手。这些需要3美元。”“我们打算今晚在这吃晚饭。你能将这些帐单待会送到我们的餐桌上吗？”，John问道。“对不起，我们不能那样做。”女招待非常唐突地回答道。没有再做进一步的争辩，John从钱包里拿出一5元的钞票递给女招待。当她用一只手托住托盘时，用另一只手掏出零钱。她非常聪明地在黑色小托盘中放上一1块和四个25美分的硬币，然后就像一阵微风似地消失了。“该死，我应该问问她这是什么酒的。” John悲伤地说道。“这就非常好噢。” Carol用她惯有的幽默回答道。“试试啊。”过了一会后，John注意到又等了一段时间，便问到“我们到底要等上多久啊？”就在这时，Pleasant夫妇听到了扬声器

11、里传出“Pleasant，两个人，你们的桌子已经好了。”John 和Carol已经喝完酒好长时间了，但女招待却再也没来给他们续杯，于是，那一美元纸币和四个25美分的硬币依然躺在老地方。John拾起那纸币和2个硬币，留下2个硬币给女招待。当Pleasant夫妇进到大厅时，John注意到招待他们的女招待依然注视着桌上的那沓纸。另一个年轻的长得比较好看的女孩子问道：“你们是Pleasant夫妇吗？”John 和Carol一致点头认可。“这边请。”女孩子一边说，一边快速向前冲去，仿佛听到了百米赛跑的枪声似的。不一会，John就发现，那个速度极快的女孩已经在大厅的另一边等他们了，他和Carol也朝那个方

12、向走去。当John 和Carol坐下后，女招待递给他们每人一份菜单，说道：“这是您的菜单，Gary将为你们服务”，说完这些，她便像她来时那样，一阵风似地消失了。John简单地扫视了一下菜单，注意到该餐馆有他喜欢的牛排。当Carol还在仔细地对这菜单研究时，John对餐厅扫视了一圈。这里的装修和设计尽管有些中性，但都非常有品位。“你打算吃点什么？” Carol问道。“纽约排条。”“我应该知道。我是冲着阿拉斯加大龙虾来的，但他们却只有其他海鲜，看起来都挺油腻。我还无法做出决定。”“你为什么不叫Gary帮忙呢？”“Gary？”“他应该是我们今晚的侍者，但我到现在还不知道他在哪呢？”时间一点点地过去了

13、。终于，Gary来到餐桌前，“需要我从酒吧那帮你们取点什么吗？”他问道，听起来他的演说似乎是预先录制好的一样。John看了看Carol，Carol也看了看John。John决定道：“不，我想不需要了。我们刚从酒廊那过来。但我们的确想点些酒配我们的食物。”“噢，你们好像没有就单，我去帮你们拿一份过来。” Gary说这便走开了。在John和Carol等候的时候，John记起来应该要问一问他们餐馆提供什么葡萄酒的。Gary过来了，手里拿着酒单。他把酒单递给了John。“你们餐馆主推的葡萄酒是什么？” John问道：“我们刚才在酒廊喝了些，感觉不错。”“兄弟牌的” Gary 回答道，“不是非常甜，对不

14、对？”Carol 没有注意到Gary话中的含义，说道：“我真得非常喜欢这种葡萄酒。John，我们再点些同样的酒吧。”“好吧，这样的话，你们就不需要酒单了”，Gary说道，口气中透着恼怒。他伸手要去拿酒单，但John却抓住不放。John开心地说道，“哎呀，Carol，我们应该点一瓶好些的葡萄酒。你认为呢？”“我随便。” Carol微笑着回答道。由于缺乏葡萄酒知识，John对于其挑选葡萄酒的能力比较怀疑，于是便向Gary征求意见。“噢，” Gary回答道，“我们酒单上的就都非常好。”“噢，这样啊。那么，白葡萄酒怎么样？你能帮我们挑选一款吗？” John问道。“说实话，我也不常喝酒，我真不知道该如何

15、向你推荐。” Gary回答道。最终，John随意地挑选了一款白葡萄酒，对Gary说：“我们试试这款吧。”“你们是希望现在就把酒送上来，还是和食物一起送上来？” Gary问道。John说他们希望现在就把酒送上来。Carol还没决定要点什么呢，这样他们可以边喝边等。很快，Gary就把他们所挑选的酒送过来了，还有两只葡萄酒杯和一只冰桶。将标签给John看了之后，Gary从口袋里掏出起瓶器，剥掉酒店的塑封，将起瓶器转进软木塞。一手扶瓶，一手转动起瓶器，他用力往上拽，但却没有移动软木塞。他再次往上拽，但软木塞依旧没动。绝望中，Gary将酒瓶放在两腿之间，用双手拽住气瓶器往外用力。他一边拽，一边咕咕哝哝，

16、但却只起出了半只瓶塞。“瓶塞太干了”，他自言自语道。汗珠一滴滴流下，Gary再一次将起子塞进瓶中。令所有人欣慰的是，软木塞终于松动了。Gary一边给John倒酒，一边说道：“噢，希望这酒味道不错，也不枉我花这么大力气打开它”。John勉强地露出一丝笑容，点头同意。将他们的酒杯倒满之后，Gary将酒瓶放进冰桶，然后非常唐突地问道：“你们准备好点菜了吗？”Carol 回答道：“噢，我们还有一些问题。我不知道应该点蟹腿还是扇贝，或者箭鱼？你觉得那一个好些？”“它们都非常好。” Gary回答道，“这要看你的心情而定了。”发现从侍者那得不到帮助，Carol回答道：“我想想，噢，对了，扇贝是怎么做的啊？”

17、“我不知道，但如果你需要的话，我可以帮你去问问厨师。我向他们在上面浇了些酱汁吧。”“不，我不要这个。我试试蟹腿吧。” Carol决定到，似乎觉得这样做会更安全些。John要求将他的纽约排条做成五分熟的。在他们点好菜后不久，Gary拿来了色拉和一篮热面包。接着，色拉吃完了，面包也光了，他们又等了好久，Gary才为他们端上了正餐。Carol的盘子里装满了5只巨大的蟹腿，还有一小碟融化了的黄油放在盘子的中间。蟹腿中间还放有土豆。盘子边缘还装饰有新鲜的水果配菜。John的盘子看起来也一样具有吸引力。John 和Carol都饥肠辘辘，于是彼此会心一笑，便开始大吃起来。“还需要为你们取些什么吗？” Gar

18、y在开溜前敷衍了事地问道。“不用了，。” John回答道，但Gary已经走出很远，听不见John的话了。期间，Gary在Pleasant夫妇的餐桌前停留了片刻，询问他们是否还需要点什么。John说还需要一篮面包。Gary点了点头，便又消失了。但晚餐结束时，Gary过来收拾盘子，并问道：“还需要我做些什么吗？”“我不需要了。” Carol回答道。“我想够了。” John回答道，他没有再向侍者提起那篮从没出现过的面包。又等了一会，Gary拿来了账单，账单放在一只小黑托盘上面。John在上面放了足够支付餐费和15%小费的现金。然而，他们离开了。在他们回家的路上，Carol说道：“我喜欢今晚的食物。你

19、呢？”“食物的确非常好。” John带着些许的不安回答道，“但服务则是另一回事了。”“的确有点慢，是不是？但她们看起来似乎都在卖力工作。” Carol回应道，“还有啊，装修那儿的人真的很棒啊，是不是？”“是的，但看起来，他们的船有点儿迷失方向了。似乎缺少了点什么，感觉我们对他们好像无足轻重似的。工作中我已经受够了被忽视的感觉。这是一种如果你不喜欢就走人的态度。不管怎样，短期我是不愿意再来这家餐馆了。你呢，怎么想？”“我无所谓，怎么都行。” Carol回答道。接着，Pleasant夫妇默默地驱车行进在回家的路上。John 和Carol Pleasant的例子，尽管是虚构的，但说的确是非常常见的进

20、餐经历。也许你就曾经有过这样的经历。也许，你的顾客也曾经受到你的员工的漠不关心的待遇。Run o Mill餐馆的问题不在于他们的食物，价格或者装修。这些对于大多数的餐馆来说都不是大问题。Run o Mill以与其他许多餐馆的弱点是服务顾客被对待的方式。就像我即将要讨论的那样，服务是顾客判断你的餐馆质量的重要元素。案例二The seven deadly sins of serviceApathy: Apathy can be described as a lack of emotions or interest. An example of an apathetic host is found

21、in the following example: The guest enters the restaurant and sees the host standing at the hosts desk (the podium). The host does not acknowledge the guests presence. Instead, the host appears to be interested in reading something that is much more important than greeting the guests. To avoid the s

22、in of apathy, greet guests immediately when they enter the restaurant. Studies have shown that the impression made in the first 30 seconds of contact between the guest and the restaurant determines the feeling of the guest about the total dining experience. This is the first moment of truth for the

23、restaurant. The host can create a positive one by greeting the guest within 30 seconds of arrival.The brush-off: Brush-off is a slang term that means rebuff, according to the Random House Dictionary. Relating it to the hosts job, an example of brushing off the guest occurs in the following cases: th

24、e guest approaches the host and asks (usually in a timid manner), “when will my table be ready? You told me it would be ready now and it isnt” The host replies: “in a few minutes.” and walks away from the guest without any explanation or comment. The second moment of truth has been negative for the

25、restaurant. To prevent committing the second sin, the host should strive to give the guest undivided attention. To avoid brushing off the guest, the host could apologize to the guest and assure the guest that the party will be seated as soon as possible. The host will then seat that party when the n

26、ext table is available. If the problem persists and a table is not ready, it becomes the responsibility of the host to tell the guest about the status of the seating. Eye contact should be made with the guest, so that they do not get the impression that the host is trying to brush them off.Coldness:

27、 Have you ever been to a restaurant where the food was excellent and the prices reasonable, but you still felt something was missing? That something was a problem that you could not identify. Most of the time, it was that the restaurant left you with a cold feeling toward it. The host who responds t

28、o the guests question with one-phrase or one-word answers is guilty of committing the sin of coldness. For example, a guest might ask the host,“How long has the restaurant been in business?” the host answers,“two years.” The next question is also answered with a brisk reply. This is the one opportun

29、ity for the host to make the guest the restaurants ally; instead, the host has turned off the guest. Answers are best if they are complete and friendly. This will benefit the restaurant in two ways. First, the guest will have questions answered, and second, it will create a warm feeling toward the r

30、estaurant by the guest.Condescension: Condescension can be described as an air of superiority that an individual shows toward another person. A host who is guilty of the sin of condescension would give the guest the impression that he or she does not belong in the restaurant. Unfortunately, condesce

31、nsion is frequently directed at high school students. This most often occurs when they have a prom, and go out to dinner before the dance. The hosts attitude conveys the impression to the staff that the high school students are not very good customers. Notice the word customers is used, not guests.

32、That is an example of a condescending attitude. To correct this problem, the host should lead by setting an example and should treat all the individuals who enter the restaurant as guests. All guests receiving positive treatment by all employers will increase repeat business for the establishment. T

33、he host or the staff should not be allowed to feel that they are better than any of the guests. By treating the high school students as guests, and by realizing that this is an important night for them, the host can make them feel important. Therefore, the host should greet them warmly and treat the

34、m like the valued, respectable guests they are.Robotism:Robots do not belong in the dining room of a restaurant. A robot can do many repetitive, boring tasks well. However, the job of the host is not repetitive or boring. An example of robotism is when the host seats guests. The host picks up the me

35、nus, says,“follow me”, and sprints to the table, “have a good meal” the next group of people are treated to the same robotic antics. This method of dealing with guests is eventually transferred to the actions of the service staff. It becomes especially obvious when the service person is going throug

36、h the “Hi, my name is ”canned speech. To alleviate the sin of robotism, the host should act natural, and should encourage the staff to act natural also. The hosts movements should be energetic, and his or her speech should be cordial toward the guests. A robot would be great to do the dishes, but no

37、t to managing the dining room.Rule book excuses:Rules are a necessary part of any business. However, when a host manages only by rules, and does not use common sense, the restaurant will suffer.The host must not fall victim of the sin if rule book excuses, and may bend the rules when it benefits the

38、 guests.A couple decided to try a new restaurant that had windows overlooking a beautiful view. The tables directly in front of the windows were all booths for four people. When the hostess seated them at a deuce away from the windows, they asked for a window seat. The hostess said:”Im sorry, but I

39、have to save those seats for parties of four.” They tried to buy the table by giving her a tip. She still said that she could not give them the table. The time was 5:00PM, just when the restaurant opened and there were no other guests demanding to be seated. They could not understand why they could

40、not have the table they desired. During their meal, they watched the table to see how many people she sat at the booths. When they left an hour and a half later, there still were no guests seated at the table they wanted. Of course, they never returned to the restaurant and apparently not too many o

41、thers did either, because the restaurant went out of business. This was another example of a host failing at the moment of truth.The runaround: The final sin of service has been experienced by everyone at one time or another in life-the runaround. An example of this as it relates to the host often o

42、ccurs when the guest is waiting for a table at a no-reservation restaurant. When the guest approaches the host and asks how long it would be before the party is seated, the host replies,” just a short time” the guest waits for a table to be vacant, and after 20 minutes returns to the host and asks t

43、he same question. Again the host says it will be just a short while. When the guest demands a specific time, the host pretends to check the dining room and gets sidetracked. The definition of the runaround is to give vague answers or to refuse to answer the question by ignoring or changing the meani

44、ng of the question. The way to avoid the runaround is for the host to give definite answers. A definite time will satisfy the guests question of “how long will it be before the table is ready?”An appropriate answer would be”15 to 20 minutes” not “in a short while”.案例三Eastern States Air EnvironmentGi

45、oria Rooney assumed the presidency of Eastern States Air in the later 1990s, after proving her ability as executive vice president with two other major airlines. Like most other surviving airlines, Eastern States Air weather rough times during the early 1990s. But as the year 2000 neared, Rooney too

46、k over an airline that was doing well. Naturally, Rooney couldnt be satisfied with simply staying the course; she wanted to do better. And she thought she knew how.Rooney saw that service in the airline industry had been in a state of steady decline for several years. More and more passengers were f

47、lying than ever before, but their level of satisfaction went down as their numbers went up. Crowded airports, flight delays, overbooking, the occasional disastrous accident, and other factors had all combined to raise industry complaints to all-time-high levels just when passenger flight miles were

48、also at an all-time high.In that atmosphere, Rooney finally had an opportunity to put into practice one of her most deeply held beliefs about running an airline: “Its not what you do; its how you do it.”She told her staff time after time: “The What is the easy part. What we do is take passengers fro

49、m here to there. The way we can distinguish ourselves favorably from our competitors is in The How.”Eastern States Air became known as “the airline that put the Frills back into Flying”. A small lounge was added to all planes that could accommodate one. For people not wanting to leave their seats, t

50、wo complimentary drinks per passenger per flight, delivered to the seat, became the standard. An internationally known chef was hired to supervise a food-service system that produced meals as close to the gourmet level as was possible given the state of technology. Just before passengers exited each

51、 Eastern States flight, they were surveyed to see how satisfied they had been with the basics of the flight and with the frills which Eastern States had put back into flying. Early results of Rooneys campaign showed that passenger satisfaction levels were off the chart at the top. In one astonishing

52、 month, the airline received no complaints about anything. Rooney was overjoyed. “They said zero defects was an impossible standard in airline service. We proved them wrong.”The passengers who raced about Eastern States Air and flew the airline as often ad they could, sometimes simply for sheer plea

53、sure, understood that there is no free lunch. Eastern States had to raise its fares considerably to provide outstanding service, but some people paid the higher prices happily.Unfortunately, the numberof passengers flying Eastern States Air took a disastrous drop. The ones who stayed loved the airli

54、ne. They became evangelists for Eastern States, but there were not enough of them. Rooney realized that she had been somewhat deceived by the excellent survey results. She had been surveying only those who stayed, not those who left.Surveying a broader cross section of passengers, former passengers,

55、 and passengers of other airlines led Rooney to change her strategy. “When you get right down to it,” she said, “this is really a very simple business. Steamships used to be a mode of transportation; now they provide luxury cruises that end up where they started. But in our business, what people wan

56、t is to get from here to there is inexpensive as possible. In the current market, cheap airfares are what people expect, and thats what we need to give them. But we wont forget that loyal customers who have stayed with us. If we do this right, we can appeal to both groups.”To implement the new strat

57、egy, Eastern States cut back on the number of seats in first class but increased their size, along with first-class appointments and level of service, to retain the airline guests who had been satisfied to have the frills put back into flying and were willing to pay for them. Throughout the rest of

58、the plane, however, economy became the watchword. More seats were stuffed into each plane, the number of flight attendants was reduced, and “meals” consisted of dry finger food, mainly pretzels.Eastern States began to make a financial comeback, but the number of complaints skyrocketed to record leve

59、ls. The following comments were typical:“You are putting all your service into front of the plane. What about those of us stuck in the middle seat. Why is that?”“Ive seen the animals in cattle cars treated better than this.”“I used to be able to get by a window or on the aisle; now I always seem to

60、get stuck in the middle seat. Why is that?”“I see that your industry is enjoying record profits. How about using some of that dough to give us a better ride?”“Im a little over six feet tall, and I have to twist my legs to fit in that cramped space you give me.”“Seats are too narrow, too close togeth

61、er. Flight attendant handed me pretzels just as we were landing.”“Ive had better seats and better service on a crosstown bus.”Some of these disappointed and angry passengers took out their resentment on the flight crews. Morale among the pilots and flight attendants began to drop. Rooney was baffled

62、 and disappointed. “You cant win in this business. You give people what they want, and the complaints go through the roof.”She was quite concerned about the next board of directors meeting and whatthe board would have to say about her management of the airline.1. What is the service product of the a

63、irline industry?2. What were Rooneys mistakes?3. How could they have been avoided?4. What now?案例四Profit? Growth? Survival? Service? Customers? Environment?Six hospitality administration students were having a discussion at the StudentCenter about the primary goal of hospitality organizations.Jim sai

64、d emphatically, “Large hospitality corporations are in business to make as much money as they can. No matter if its food, or gaming, profit maximization is their primary goal, and everything else is secondary. Businesses exist to make a profit.”Will agreed, up to a point: “If thehospitality organiza

65、tion is a public corporation, profits are a necessity, but the primary goal of any businesses is to grow. No business wants to stay small and unimportant. Company officials and stockholders want growth, for the feeling of progress and accomplishment it brings and for the profits that will eventually accompany growth. ”Jane said, “Theres something to what you both say. Any company needs profits, and any company would like to grow. But survival is the