酒店的市场销售部改革：海大酒店案例（B）

epartment, which is more obvious during the vacations. The solutions suggested in the thesis are: (1) The sales clerks should be paid fairly ; (2) Some new employees should be imported in the sales department according to the human resources plan;(3) We should classify the different customers and adopt different methods to attract them; (4) The sales clerks should be trained systematically in the minds, techniques, and so on.
The main problem in the receptionist department is that the functions of the department are not clear, which lead to the low efficiency in the department. So, we should clarify the exact functions and responsibilities of the department, train the receptionists, and establish the corresponding incentive system. Of course, it is of the first priority to center on the customers and satisfy them.
The paper also gives some suggestions to the recreation department. (1) To adapt the hotel to the diversification of the consumption, we should provide the personalized services. (2) The clerks of the department should combined together to provide the satisfying services for the customers. (3) The department should work with the employees of other departments, accomplish the task assigned by the hotel, and promote the revenues and profits of the hotel.

Key Words: Hotel Management; Marketing and Sales; Reform; Organizational Structure; Operating Process.

酒店的市场销售部改革：海大酒店案例

目 录

摘 要 2
Abstract 5
第一章 引论 8
1.1 研究动机和目的 8
1.2 研究背景 8
1.3 研究范围 10
1.4 研究方法 11
第二章 加入WTO：酒店业面临新环境 13
2.1 我国酒店业市场开放的现状及开放的承诺 13
2.2

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