“Our business day had taken us beyond the last convenient flight out. We had no hotel reservations， but were near the new Four Seasons， had stayed there once before， and liked it. As we walked through the lobby wondering how best to plead our case for a room， we braced for the usual chilly shoulder accorded to late-comers. To our astonishment the concierge looked up， smiled， called us by name， and asked how we were. She remembered our names！ We knew in a flash why in the space of a brief year the Four Seasons had become the ”place to stay“ in the District and was a rare first-year holder of the venerated four-star rating……For us， one of the main clues to corporate excellence has come to be just such incidents of unusual effort on the part of apparently ordinary employees. （In Search of Excellence， Thomas J. Peters， Robert H. Waterman）”
Marriotts core values drive the culture. Our culture influences the way we treat associates， customers and the community which impacts all our success. In the words of J. W. Marriott， Jr.， Culture is the life-thread and glue that links our past， present， and future.为了使我们的视野更为集中，在有选择性的挑选酒店集团时特别注意到了不同酒店集团的文化代表性。除了香格里拉集团以外其余的多为具有欧美文化传统的酒店集团。出于一种中外酒店文化比较的需要和作者对海天文化的熟悉，本文特意将海天酒店文化作为一种中国酒店文化参照物求正于方家。
1. 企业对顾客的承诺Commitment to Customers：企业存在的价值是为社会服务的。在竞争日趋激烈的市场环境中，企业如果不真心的关心顾客的现实需求和潜在需求，这个企业就不可能有竞争能力。特别是在消费需求越来越个性化和多样化的情况下，酒店业的竞争性又为消费者提供了更多的消费选择，我们对顾客的价值承诺是决定我们竞争力的关键。顾客购买的不再简单的是一个床位或一碟菜肴，而是一种综合的物有所值或物超所值的消费体念。酒店的经营行为应该自觉的转化为对顾客的一种承诺。在成功的酒店集团中我们都可以找到这种理性判断在实践中的运用。
We create properties of enduring value using superior design and finishes， and support them with a deeply instilled ethic of personal service. Doing so allows Four Seasons to satisfy the needs and tastes of our discriminating customers， and to maintain our position as the world‘s premier luxury hospitality company.（FOUR SEASONS）
Our customers are our business. In order to maintain high levels of satisfaction we are constantly assessing the views of our customers. We operate a fair system for handling complaints and respect the rights of the consumer in the countries in which we operate.（HILTON）
Marriotts reputation for superior customer service rises out of a long tradition that started with J. Willard Marriotts simple goal for Hot Shoppes to provide Good Food and Good Service at a Fair Price. "-不遗余力的为顾客着想Do Whatever it Takes to Take Care of the Customer "-对顾客无微不至的关心Pay extraordinary attention to detail "-以硬件环境为荣Take pride in their physical surroundings （Marriot）
Cendant Guest tracking our hotels benefits from our Guest Satisfaction Tracking System， the largest such system in the lodging industry. This advanced database will measure and track key product and service attributes directly related to guest satisfaction and guest retention at your hotel.（CENDANT）
香格里拉：我们要把赢得客人忠实感作为事业发展的主要驱动力，体现在─始终如一地为客人提供优质服务。
─在每一次同客人接触时，令客人喜出望外。
─行政管理人员与客人保持直接接触。
We will make customer loyalty a key driver of our business through - consistency in delivery of service - delighting our customers in every customer contact - executives having a customer contact role.我们的使命宣言：为客人提供物有所值的特色服务和创新产品，令客人喜出望外。
Our Mission ：Delighting customers by providing quality and value through distinctive service and innovative products （Shangri-La）
Our goal at Radisson is 100% guest satisfaction， if you aren‘t satisfied with something， please let us know and we’ll make it right or you won‘t pay.（Radisson）
海天：海天经营理念：为顾客创造价值Create value for guests；海天服务理念：海天之间一个家Hai Tian is a home away from home
2. 对员工的承诺：Commitment to Associates酒店对顾客的承诺是要通过员工的个体表现得以实现的，这正是服务业的一种特性：产品的质量直接决定于服务者向服务对象提供的产品。因此酒店业流行的一种观念应该视为合理的假定：没有满意的员工就没满意的顾客。员工的创造力如何有效的被激发出来为顾客创造价值是酒店管理永恒的主题，因为时代的进步、消费需求的个性化和竞争的加剧都从客观上对员工素质提出了与时俱进的要求。与此同时，员工作为劳动者和消费者的要求也在不断增加，他们不再是简单的“经济人”而是复杂的“社会人” .他们追求的不只是合理的薪水，而更多的需要寻找实现自我价值的环境。马斯洛也把“自我实现” 的需要界定为人的最高需求层次。企业有权力挑选员工，员工也有权力挑选合适的企业。企业伦理（ETHICS）应该成为成就个人成功的环境保障。从一定意义上讲，管理者需要解决的是一种企业与员工复杂的博弈关系。在企业对员工的承诺方面既包括企业对员工的基本价值假定也包括对待员工的方式。
Our greatest asset， and the key to our success， is our people.（FOUR SEASONS）
马里奥特：以人为本，这是马里奥特75年成功的基础。马里奥特长期以来一直坚信员工是最大的资产。马里奥特文化就是马里奥特的员工以实际行动为顾客所创造的服务体验。其宗旨在于人服务于人People first—the foundation of Marriotts success for 75 years. Marriotts enduring belief is that our associates are our greatest assets. Marriott Culture is the experience we create for our customers which is demonstrated by the behavior of our associates. It is people serving people.（MARRIOT）
It is our philosophy that it is the people of Hyatt International Hotels & Resorts who make the Hyatt experience an exceptional one. Guided by our Corporate Values， we strive to equip and empower our people to develop careers， not jobs， with Hyatt International Hotels & Resorts.（HYATT）
Our People Philosophy ：We rely on our employees to provide the high quality of service our guests and customers expect. In return we work hard to look after our people. Our aim is to maximise and develop the skills of our staff， provide opportunities for personal development and achieve high rates of employee satisfaction.（HILTON）
香格里拉：成为客人、员工和经营伙伴的首选The preferred choice for customers， employees and business partners.（SHANGRI-LA）
海天：每位员工都是酒店的形象大使Every Hai Tian staff member is an ambassador of the Hai Tian spirit and quality.（Hai Tian）
We believe that each of us needs a sense of dignity， pride and satisfaction in what we do. Because satisfying our guests depends on the united efforts of many， we are most effective when we work together cooperatively， respecting each other‘s contribution and importance. At Four Seasons， we treat our employees the same way that we expect them to treat our guests， with warmth， courtesy and respect. We know that if our employees are productive and content， our guests will be happy and want to return. As part of our commitment to our people， Four Seasons is proud to offer a Compensation and Benefit Plan， including：：competitive pay and benefits四季酒店对员工的待遇和职业发展都进行了细微的规制：-得体的制服well-tailored uniforms -员工辅助计划employee assistance plan ？
Were happy to say that our employees tend to stay with us for a long time. Our Senior Executives and General Managers average over 12 years of service. Starting at relatively junior levels， many of them have since progressed by benefiting from our individual career planning and development system and management training programs. We think we have something special here. In fact， Fortune Magazine has recently named us one of the Top 100 Companies to Work For in America - for a fifth year in a row. （Four Seasons）
Health and Safety We are committed to providing a healthy and safe environment for our staff， guests， customers， and for all visitors to our premises. We aim for best-practice in health and safety throughout all our operations. We support a proactive culture of risk management to ensure accidents and incidents remain as low as is reasonably practicable. （HILTON）
马里奥特：服务于员工的精神坚定不移的信念是“员工是最重要的资产” ，为员工提供个人成长发展的环境。
The Spirit to Serve our associates：The unshakeable conviction that our people are our most important asset An environment that supports associate growth and personal development -拥有聘用有爱心、道德品质优良、诚实可靠员工的好声誉-A reputation for employing caring， dependable associates who are ethical and trustworthy -家一般的气氛及友好的工作关系-A home-like atmosphere and friendly workplace relationships -施激励机制奖励钟点工及管理层员工所作出的贡献-A performance reward system that recognizes the important contributions of both hourly and management associate -以马里奥特的名字和业绩为荣-Pride in the Marriott name， accomplishments and record of success（MARRIOT）
Innovation and an entrepreneurial spirit are the foundation for the way we conduct business. Our goal is to attract and retain a workforce that is motivated to provide a level of service， which is excellent， innovative and customer-driven， and reflects the local cultures where we do business. We believe we can accomplish this by being a listening company of well-informed， impassioned people.。Hyatt International Hotels & Resorts strives to provide a fair and ethical work environment for all its employees of all Hyatt International Hotels & Resorts world wide. Our people are our principle asset and it is their commitment to the Values of Hyatt International Hotels & Resorts that sets us apart from our competitors.（HYATT）
香格里拉：我们要努力创造一个既有利于员工事业发展，又有助于实现他们个人生活目标的环境。
We will create an environment where our associates may achieve their personal and career goals.（SHANGRI-LA）
Quality & Training：Six Continents Hotels， Inc. requires a strict adherence to standards that encompasses service， product quality， design， construction and operation - across ALL brands. HOW？ One way to achieve such high standards relies on the underlying support of our training staff. We provide training for hotel staff， including the management tools necessary to provide your staff with additional knowledge of the skills necessary to generate continuous improvement in revenue management， service delivery， and operating skills. （Inter-continental）
海天：真诚的关心每位员工的进步，每位员工都有接受培训和提高的权利。
Be concerned with and ， when possible， assist other‘s with their careers.（Hai Tian）
3. 员工对顾客的承诺：Employee commitment to Customers员工对顾客的承诺决定了服务的质量和顾客的满意度，顾客能否获得身心愉悦的消费经历取决于员工的集体价值观、服务态度、服务技能和服务效率。在确立员工与顾客的关系方面每个酒店集团都有自己的理论假定，有的将顾客认定为上帝，有的假定顾客永远是对的，这两类假定都是把顾客与员工的关系建立在不平等的基础上。而笔者更愿意将员工与顾客定位在平等的基础上共同构建和谐的消费环境。这种理论假定的先进性体现在与现代文明社会更加合拍，同时在酒店业注重顾客过程参与的趋势下，角色平等的假定更易于将服务者和被服务者的尊严同时得到关照，双方也更容易建立一种和谐的人际关系。丽嘉酒店的服务理念是我较为欣赏的。
丽嘉酒店：我们是绅士淑女给绅士淑女服务We are ladies and gentlemen serving ladies and gentlemen. （Ritz-Carlton）
Every working day， Four Seasons employees make the difference for our guests by creatively maintaining our culture of service excellence. It is this service culture that sets us apart from our competitors. An intangible quality that keeps our valued guests returning again and again， and which drives us to deliver the best service in the industry.（Four Seasons）
We continually strive to improve the quality of our products and services and their delivery to our customers. We will work to minimize， as far as possible， any negative impacts associated with our business activities. We will take account of the views of our stakeholders on all aspects of our product development and service delivery. （Hilton）
马里奥特：服务于顾客的精神The Spirit to Serve our customers -“顾客永远是对的”的箴言显而易见-Evident in the adage， the customer is always right -操作性很强的管理方式，即：“四处走动的管理方式-A hands-on management style， i.e.， management by walking around -对顾客无微不至的关心-Attention to detail -不断改革、创新的服务意识-Openness to innovation and creativity in serving customers -以顾客信赖于马里奥特独特的个性化服务品质为荣，以顾客在世界各地旅行中能识别或选择马里奥特品牌为荣- Pride in the knowledge that our customers can count on Marriotts unique blend of quality， consistency， personalized service and recognition almost anywhere they travel in the world or whichever Marriott brand they choose （MARRIOT）
We place our customer first. We respond to their needs and work hard to solve their business issues. We share their sense of urgency. We anticipate customer needs and create products and services that exceed their expectations. We see opportunities， not barriers， and reward those who lead in the discovery and implementation of new and valuable ideas. We treat each other and our customers with respect and dignity， valuing individual and cultural differences and approaches to work. We reach our goals by working together. （Cendant）
仕达屋：集团的各类酒店应为顾客提供更多的娱乐和服务项目。
Hotels or brands would enable the Company to provide a wider range of amenities and services to customers. （Starwood）
香格里拉：我们要把赢得客人忠实感作为事业发展的主要驱动力，体现在- 始终如一地为客人提供优质服务。
- 在每一次同客人接触时，令客人喜出望外。
- 行政管理人员与客人保持直接接触。
- 我们要使员工能够在为客人服务的现场及时做出果断决定。
We will make customer loyalty a key driver of our business through - consistency in delivery of service - delighting our customers in every customer contact - executives having a customer contact role. - We will enable decision making at customer contact point. （Shangri-la）
Hai Tian is a home away from home in which the customer is served with genuine care；； Service， from heart to heart， to eliminate any sense of alien-ness or homesickness； Customers from any culture will find delight in Hai Tian service； The concept of creating value for our guests is deeply rooted in the ideas and behavior of Hai Tian people； All our work is oriented toward meeting our customer‘s demands；We never say no to a customer.（Hai Tian）
