溫泉主題度假酒店成功經營的四大要素-朱 躍 東
——御溫泉國際旅游渡假村成功經驗總結
一、 溫泉旅游的誕生：
在以前說起旅游人們都知道，有觀光旅游、文物古跡旅游、商務旅游、工業旅游、農業旅游、探險旅游、汽車旅游、體育旅游等等諸多旅游，就是沒有溫泉旅游。
1998年初，在中國及世界旅游市場上出現了一個新興的旅游產業，那就是溫泉旅游。
1993年，香港客商吳卓晉先生，在考察很多國家溫泉資源開發利用之后，結合中國國情，在當地政府的支持下，開始策劃、設計、建設一個奇特的、以露天溫泉為主的珠海御溫泉，并于1998年2月28日正式開業。從此形成了一個新興的產業，即溫泉旅游。
二、 什么是溫泉旅游？（溫泉旅游的定義）
是旅游者以體驗溫泉，感悟溫泉沐浴文化為主題，達到溫泉養生、休閑、度假為目的的旅游。
七年來溫泉旅游得到了蓬勃發展，溫泉旅游成為游客的新寵，全國形成發展溫泉旅游的熱潮，怎樣才能成功經營以溫泉為主題的度假酒店呢？結合珠海御溫泉度假村發展經驗總結如下：
溫泉旅游的產品定位：市場需求的優質產品；（溫泉度假企業成功經營四大要素之一）
①產品定位：在市場經濟中，市場是企業的領導。在激烈的競爭中企業能否成功，首先是產品定位。
產品定位的決竅是換位思考，換位思考的重點是市場需求，不僅要看到現時需求，而更重要的是潛在的市場需求。所以必須研究和分析人性本能需求的現在和將來的市場。
為此得出一個結論：產品定位的原則就是“以需定產”
②優質產品：溫泉旅游度假酒店的優質產品就是“有形的優良設施加無形的優質服務”。讓廣大消費者信得過、放心，有了滿意度，才有美譽度，才能得到忠誠的客戶。有了優秀的品質才有品牌，有了品牌才會出現“三去”即“我一定要去，去了還要去，再去還要帶人去”的良好局面。
③努力建造主題度假酒店和主題特色度假酒店：
* 主題度假酒店一定是特色度假酒店。要有鮮明的文化特色；張揚的個性特征；高品位的消費客體。
* 主題酒店就是根據酒店的位置、環境、資源等文化背景，選準并突出表現它的個性、特色，達到與其它同行酒店的差異化；
* 主題酒店的核心就是文化，有文化才有生命力、才有活力、才有后勁、才有靈魂、才能實現自己的核心竟爭力，才能保證自己的競爭優勢；
* 主題酒店是酒店營銷的賣點和亮點，就是自己的品牌，就是企業的財富；
* 主題酒店在選題時要參照自然的、地理的、歷史的、宗教的、政治的、民俗的、人文史跡、特殊功能的、特殊產品的等具備各種文化的主題。珠海御溫泉度假村選題“溫泉”主題度假酒店（突出溫泉旅游養生休閑溫泉文化，客房價格在同行中最高，開房率也最高，都要提前半個月預訂）。
* 主題酒店選題后根據文化內涵，進行策劃、設計、建筑、裝飾，在酒店大堂、客房、餐飲、娛樂、員工服裝、服務、展覽、活動等全面包裝，通過媒體宣傳報導，廣告造勢，引起社會關注，不斷擴大知名度，美譽度，從而提高社會效益和經濟效益，實現名利雙收。
* 主題酒店是中國及世界酒店業的發展潮流。
* 主題酒店的綜合定義：是指以酒店所在地最有影響力的地域特征、文化特質為素材，設計、建造、生產和提供服務的酒店，其最大特點是賦予酒店某種主題，并圍繞這種主題建設具有全方位差異性的酒店氛圍和經營體系，從而營造一種無法模仿和復制的獨特魅力與個性特征，實現提升酒店產品質量和品位的目的。
* 主題酒店同其它同質化酒店有了差異，但在同類主題酒店中也要突出主題中的個性，叫主題特色酒店。特色酒店是指通過引人獨特的、自然的、文化的資源以及現代科技成果賦予酒店外型、氛圍或者服務產品與傳統酒店相區別，能夠給消費者帶來獨特感受的酒店。
④、溫泉旅游（溫泉主題度假酒店）的主要服務項目：按度假酒店功能，配有舒適齊全的浴、吃、住、會、娛、健、美、購等功能。
* 溫泉旅游的主導產品是溫泉沐浴區；
* 建有與溫泉接待能力配比合理的度假酒店；
* 建有超過酒店接待能力的餐廳（包括中餐、西餐、風味餐、酒吧、水吧、茶吧等）；
* 溫泉是最佳“SPA”健身養生美體的項目
* 溫泉旅游還應建有與休閑度假相關的配套文藝、體育娛樂項目，如歌舞廳、卡拉OK、健身房、溫泉游泳池、網球、乒乓球、臺球、辟球、沙壺球、高爾夫練習場，釣魚場、生態園、騎馬、單車、健身瑜伽、英語角、單身俱樂部、網巴、影巴、音樂巴、各類棋牌等活動項目；
* 經銷旅游紀念品、土特產等購物商場；和健身、保健、營養、化莊、美容等超級商場。
* 還應配有設施齊全的會議功能項目；如大會議廳（能容納500人左右的會場，配有較好的演出功能，有條件的配有同步翻譯設備）、多個造型不同的中、小會議室（容納20至50人）、以及為會議（演出）配套的燈光、音響、影視、多媒體等智能化服務。
⑤、溫泉沐浴區（主導產品）的沒計與建設：
* 首先根據溫泉每日出水量確定溫泉沐浴區的規模。
小型規模設計能力每天接待在500人以下；
中型規模設計能力每天接待500至1500人左右；
大型規模設計能力每天接待人數在1500人以上。
* 溫泉沐浴區的建設盡量多數建造露天溫泉。達到天水合一，天人合一，人水合一，親近自然。
* 溫泉沐浴區的建設盡量做到人性化。
在設計與建設時一切都要考慮人體需求的方便、舒適、細微、周道，在考慮共性需要的同時，還要考慮男、女、老、少、殘的個性需求。
* 溫泉沐浴區的設計與建設要個性化差異化。
配有造型不同、大小不同、功能不同、深淺不同、溫度不同、高低不同的各類溫泉池。
* 溫泉池的建設布局要合理。接待大廳、休息廳、男女更衣廳、男女凈身廳、各種溫泉沐浴區、多處水吧（含水果、小食供應）、健身房等功能項目的配套設施應按流程、程序、做到方便好用。在布局上要做到明月松間，清泉石上，樹影婆娑，氤氳香彌。讓每一位來溫泉區的游客，都彷佛走入一片久違的山水世外桃園。
* 溫泉池與池的距離不宜太遠。溫泉區域間應采用綠化或造景形成隔離，從而達到曲境通幽，適當隱蔽的高雅、幽靜效果。營造溫泉池花木蔥蘢，綠影扶疏，木構亭廊，溪水荷池，游魚戲流，無處不成景，讓游人十步一景，三十步一留影。
* 溫泉沐浴區的溫泉池面積不宜過大，深度也不宜過深。這樣做的目的一是節約水源，二是方便清池、消毒、保證衛生，三是保證安全。
* 溫泉旅游是冬天最佳的休閑方式。在北方冬天氣溫低，注意取暖。在設計與建設時要考慮安裝暖通玻璃廊和暖通走道。
* 溫泉沐浴區的設計與建設要做好給排水工程：如水井、進水、蓄水、熱交換、出水、和污水處理。最好能設兩套供水系統，保證正常營業。
* 溫泉沐浴區的設計與建設要保證營業的安全性。如池底、池邊、池角、臺階的用料及裝修處理要防止劃傷；地面要防滑；池邊要裝上下扶手。溫泉沐浴區應配備專職保健師（醫生）和器械，保證意外緊急救護。
⑥、度假主題客房區的設計與建設：
* 自然環境最好設在依山傍水的風景區；
* 酒店的建筑物高度不要超過大樹的高度；
* 建筑物之間的距離不能太近，中間都應有綠化帶隔開；
* 建筑物之間都應有鄉間林蔭小道；
* 客房面積較大，設有大面落地窗戶，能躺在床上看到窗外自然景觀；
* 家私高檔舒適；
* 地面用木地板或高擋瓷磚片、靠床鋪附近鋪精致小塊高級工藝地毯；
* 電視音響效果要好；
* 室內高度要比商務酒店客房高，保證空氣流通、溫度濕度適宜、冬暖夏涼、能有自然風對流；
* 衛生間面積要大，衛生潔具先進舒適好用，如鏡面不掛水霧，抽水馬桶多功能、無燥音，燈光柔和明亮、最好能有自然采光：
* 客房露臺面積較大，能容納二個人做體操，配有太陽傘、茶桌、沙灘椅；
* 客房樓層采用后移式、錯落式建筑；
* 同一樓層的客房不要門對門；
* 酒店的文化、體育、娛樂、餐飲、酒吧、商品部等配套齊全；
* 酒店的安全設施、措施齊全可靠等。
⑦、度假主題餐飲區的設計與建設：
溫泉旅游的核心理念是經營健康美麗，讓游客通過感悟溫泉文化達到泡出健康，通過度假客房睡出健康，通過休閑娛樂玩出健康，通過溫泉spa達到美麗健康，通過養生飲食吃出健康。
在餐飲區要保證休閑度假客人吃出健康，必須在出品上做到科學飲食，營養均衡。出品原料盡量使用地方特產（山野菜、天然野生、無公害或放養的動植物及水產品），烹調技巧盡量采用田園風味（親近自然），營養成分要體現健康美食（科學均衡）。如喝茶要喝綠的，喝酒要喝紅的，喝奶要喝酸的，吃水產品要吃野生的，吃禽肉要吃放養的，吃蔬果要吃無公害的等。
溫泉旅游的餐飲區設計與建設的客源定位主要是休閑度假的市場。（含沐浴溫泉的休閑客人、度假的住店客人和會議休閑的散客及團體）。在建筑風格上要充分體現親近自然，不宜富麗堂皇，給人以回歸自然的寬松環境和氛圍。
⑧、溫泉養生區的設計與建設：
* 溫泉旅游的溫泉養生區，主要是溫泉“SPA”區，我們叫“水養”（不叫水療）。包括溫泉水健身設備設施、桑拿浴、芬蘭浴、光波浴、泥浴、沙浴、氣體或液體藥浴、各式精油按摩、香薰等各種產品的美容、美體等項目。
* 溫泉養生區應設有健康體檢的服務功能，配備專業設備和專業技術人員。方便廣大游客在休閑度假、沐浴溫泉時做個身體檢測，做到心中有數，做好有目的的健身保養。這樣即滿足客人需求和方便，又能給企業帶來效益。
* 值得注意的是，在旅游區禁忌經營醫療治病的宣傳。
溫泉旅游創新的經營理念（溫泉度假企業成功經營四大要素之二）
1、什么是經營？
經營管理是企業概念一個整體的兩個方面。企業的領導大多都稱呼“經理”，
何為經理？概括的說就是經營和管理”，總經理就是總經營和總管理。其實經營和管理各有各的含義。
經營是企業的龍頭，是管企業方向、目標、戰略（謀略）的大事，通俗的說就是“做對的事情”。
2、創新是時代的主旋律，是企業成功的必然之路，是企業品牌的靈魂。創
新的經營理念是企業決勝千里的秘訣。
在御溫泉，我們認為創新的經營理念就是“把簡單的東西復雜化”。
3、什么是企業經營理念？
經營理念是企業對本企業經營活動，用理性科學的思維形成的具有戰略
指導意義的觀念。通俗的講，經營理念就是企業的意識或企業的思想。這種思想體現著企業的理想、追求、價值、風格等等。
* 經營理念是企業文化的核心。它具有感染力、凝聚力、影響力，對企業
的行為、企業的活動、企業的形象傳達有一種統攝作用。
* 經營理念包括企業價值觀、企業精神、企業道德、企業哲學、企業目標
等。
4、制定企業發展目標。既然經營是管方向的，那就必須制定企業的發展目標，沒有目標的企業是不會成功的。盲目的經營，盲目的生產肯定破產。
首先是制定企業發展規模的長遠目標（愿景規劃）。并根據長遠目標制定實
現總目標的階段目標，即中期和近期目標。
5、市場區域定位：
● 中小規模的溫泉旅游區或主題度假酒店的市場區域定位，應在半徑車程
三小時經濟圈內，即度假區周邊具有消費群體總和在1000萬以上的人口。即游客可乘汽車和火車往返，因為中小規模還達不到讓游客乘飛機前往。
● 大規模和高擋的溫泉度假區的市場區域定位，可面向全國或世界各國，
它的美譽度和接待能力可讓游客乘飛機前往。如“九寨溝”、“張家界”、“千島湖”、“華山”、“杭州西湖”、“都江堰”等。
6、市場客源定位：
●各種規模的溫泉度假區都可接待觀光旅游者，可提供觀光旅游酒店服務，即當天或過夜就離開。這部分游客多屬旅行團隊。（低檔消費，門票和餐飲為主）。
● 各種規模的溫泉度假區都可接待休閑度假旅游者，可提供2天以上的休
閑度假服務。這部分游客多屬金領、白領階層和有消費能力的人士（即有車一族的散客和豪華旅行團），也包括中、高檔消費的會議團體。（中、高擋綜合消費）。
溫泉旅游卓越的管理模式（溫泉度假企業成功經營四大要素之三）
1、什么是管理？
* 管理就是企業日常運行的具體事務，通俗的說就是“把事情做對”，或者可以理解為是企業經營中的戰術和策略（方法和手段）范疇。
* 管理不是目的，管理是為經營服務的，管理是執行。過去曾有“向管理要效益”的說法，按現代市場經濟法則分析是不科學的。
* 管理必須在企業創新的經營理念指引下，形成一套卓越的成熟的模式、機制、制度，使其豎能傳代、橫能復制。
* 管理是基礎，管理有很多手段，但管理的真諦是“使人的價值最大化”。
* 在御溫泉，我們認為卓越的管理模式就是“把復雜的事情簡單化”、“大事化成小事”。
2、制定達成戰略目的的各項措施。對應企業總目標和階段的目標，制定各項合理的規章制度，形成豎能傳代、橫能復制的管理模式和機制。
* 科學有效的管理機制和模式應涉及到各個方面，但最主要的是“目標管理、績效考評”和激勵機制、人力資源管理機制。
* 溫泉沐浴區的水質衛生管理。
溫泉沐浴的水質衛生是溫泉旅游的生命線，必須配有專業的設備和專職的
技術人員，對溫泉水定時抽樣、化驗、監測、控制、處理，保證達標。還要做好溫泉池紿水、排水，定時放水清池、消毒清潔的工作。
溫泉旅游的衛生管理方針：高標準、經常化。
溫泉旅游的衛生管理制度：衛生責任制、計劃衛生制、衛生檢查制、衛生監測制、衛生獎罰制。
溫泉旅游的人力資源管理：敬業的專業人才（溫泉度假企業成功經營四大要素之四）
* 21世紀將是人力資源競爭的世紀，企業競爭實質是人才的競爭。人力資源是提高旅游企業效益質量的關鍵。
* “事在人為”，所以我們應在人上下功夫。我認為在選人和用人上有兩條標準：一是德，即敬業，要求“先做人、后做事”。在御溫泉，我們認為敬業就是“心里流著御溫泉的血”。二是才，即在某個領域、某個方面有專長和專才。
* 在御溫泉，我們認為“才就是材”、“只要你是塊材，都能成才”。
* “人才是資本不是成本”，雖是一字之差，但它決定著企業的成敗和興衰，因為資本永遠追求最大化，成本永遠追求最小化。
* 旅游企業需要更多的忠誠客戶，但必須首先有忠誠的員工才能獲得。
* 御溫泉對內“員工第一”，對外“客人第一”。
* 企業管理者管理事務很多，但最主要的管什么？就是管人！把人管好了，一切事都好辦了。
* 管人要管人的什么？就是管人的積極性，員工的積極性和潛能的創造性發揮了，一切事都好辦了。有專家說：“一個人如果沒有合適的激勵，其能力發揮不到20%；如果施以激勵，給他（她）鮮花，給他（她）夢，其能力發揮到80---90%，一個人當四個人用。
* 怎么管人的積極性？就是要制定切實可行的激勵機制。激勵是人的本能需求。所謂以人為本，就是這個道理。
* 員工在企業打工其本能的需求主要有兩種，一求生存、二求發展。企業就應圍繞員工的基本需求做好激勵工作，發揮其資本最大化作用。
* 培訓是企業提供給員工最好的待遇，也是最好的激勵。正所謂“培訓很貴，不培訓更貴”。
綜上所述，市場經濟中企業成功的四大要素即：
* 需求的優質產品；
* 創新的經營理念；
* 卓越的管理模式；
* 敬業的專業人才。
FOUR ELEMENTS FOR SUCCESSFUL OPERATION OF HOTSPRING THEMED HOLIDAY HOTEL
Roundup of successful experience of Imperial Hot Spring Resort (Yuwenquan)
By Zhu Yuedong
ⅠBirth of hot spring tourism
Regarding tourism, people might be just familiar with sightseeing tourism, historic and cultural tourism, business tourism, industrial tourism, agricultural tourism, exploration tourism, auto tourism and sports tourism but not hot spring tourism before.
At the beginning of 1998, there appears a new tourism industry in China and even the world tourist market, that is, hot spring tourism.
In 1993, Hong Kong merchant Wu Zhuojin planed, designed and constructed a unique open hot spring themed Imperial Hot Spring in Zhuhai by considering Chinese situation and acquiring support from local governments after investigating hot spring resource development and application in many countries, which was open to the public on February 28th, 1998. From then on, hot spring tourism has developed as a burgeoning industry.
ⅡWhat抯 hot spring tourism? (Definition of hot spring tourism)
Hot spring tourism is a kind of tourism that themes tourist抯 experience on hot spring and spa culture and aims to realize recreation, leisure and vacationing with hot spring.
Hot spring tourism has developed rapidly in the past seven years and won the favor of tourists as a hot attraction around the country. How to operate a hot spring themed hotel successfully? We sum up the successful experience of Zhuhai Imperial Hot Spring Resort as follows:
Product positioning of hot spring tourism: marketable quality product (the first element for successful operation of a hot spring holiday enterprise)
●Product positioning: market leads enterprises in the market economy. Product positioning decides first whether an enterprise can develop successfully in fierce competition.
The knack of product positioning is to replace thinking and the key to replace thinking is market demand (marketability). We should consider current demand but more importantly potential market demand. Thus, it is necessary to study and analyze both present and prospective market.
It concludes that the principle of product positioning is to determine production by demand.
●Quality product: The quality product of hot spring holiday hotel is the combination of material excellent facilities with intangible quality service. Only if extensive customers feel confident, reliable and satisfied, can we win loyal customers. Quality makes a brand, and a brand attracts frequent and increasing customers.
3. Construct theme holiday hotel and theme featured holiday hotel
● Theme holiday hotel must be a featured one, defined by fresh culture, evident personality and high-grade customers.
● Theme hotel should give prominence to its identity and characteristic according to its cultural background as location, environment and resource and realize distinctness from other hotels.
● Theme hotel treats culture as its core. Only culture means life force, energy, booster and soul, contributes to core competence and promises competitive advantage.
● Theme hotel enables hotel marketing and the creation of its own brand and corporate fortune.
● Theme hotel should consider various cultures as of nature, geography, history, religion, politics, folk custom, humanity, special function and product during theme deciding. Zhuhai Imperial Hot Spring Resort themes itself as a hot spring holiday hotel (emphasis on hot spring recreational culture; its guestroom price and occupation are highest among the peer; booking should be placed half a month in advance.)
● Theme hotel should carry out planning, design, building and decoration based on its culture after theme choosing and make general packaging on hotel lobby, guestroom, catering, entertainment, employee clothes, service, exhibition and movement. Report, advertising and promotion are also to be emphasized to enlarge its recognition and influence to improve the social and economic profit.
●Theme hotel is the future of the hotel industry of China and the world.
●Definition of theme hotel: it means a hotel is designed, constructed and service is provided based on the most influential geographic characteristic and cultural quality of the place where the hotel is located. The biggest feature is to bestow the hotel with certain theme and a generally different hotel atmosphere and operation system is constructed by focusing on this theme to create a unique charm and personality and improve hotel quality and class.
●Theme hotel differs from other hotels of the same nature, but highlights the identity of the theme among theme hotels of the same kind, which is called theme featured hotel. Featured hotel means a hotel that is bestowed with an appearance, atmosphere or service that is different from that of a traditional hotel with its unique natural and cultural resource and modern technical fruit and can bring unique experience to customers.
The main service items of hot spring tourism (hot sprig themed holiday hotel): There are functions of bath, food, club, entertainment, health, beauty and shopping.
●The dominant product of hot spring tourism is hot spring bath section;
●Matched with a holiday hotel that fits the hot spring service capability;
●Matched with a restaurant that exceeds the hotel service capability; (Chinese food, Western food, local food, bar, teahouse, etc);
●Hot spring is the best SPA healthcare and beauty item;
●Hot spring tourism should also be matched with cultural, sports and entertainment items related with leisure tourism, such as dancing hall, karaoke, fitting room, hot spring swimming pool, and sports items as tennis, Ping-Pong, billiards, squash ball, shuffle ball, gold practice course, fishing field, ecological garden, equitation, bicycle, yoga, English corner, single抯 club, web bar, music bar and various chess and cards.
●Marketplace dealing in souvenirs and special local products and supermarket involving fitting, healthcare, nutrition, cosmetic and beauty;
●Well-equipped meeting items: conference hall (capable to hold about 500 people, equipped with sound performance function and synchronous translation equipment optimally), medium and small meeting rooms of various patterns (capable to hold 20 to 50 people), and supporting intelligent service as lighting, acoustics, video and multimedia.
Design and construction of hot spring bath section (dominant product):
●Decide the scale of the hot spring bath section based on daily hot spring water yield.
Little scale design has the daily capacity of not more than 500 people;
Medium scale design has the daily capacity of about 500 to 1500 people;
Large scale design has the daily capacity of not less than 1500 people.
●The hot spring bath section should be constructed with open hot spring pools mostly to achieve the harmony of people, water and nature.
●The hot spring bath section should be constructed in a humanized manner.
Consideration should be given to convenience, comfort, detail work and considerateness in design and construction as well as the requirement of men, women, old, young, and handicapped.
●The hot spring bath section should be designed and constructed in a personal and distinguishing way.
It is necessary to match with hot spring pools of different type, dimension, function, depth, temperature and height.
●The hot spring pool should be designed and constructed reasonably.
●Facilities as lobby, lounge, gentle and lady抯 dressing rooms and cleaning rooms, hot spring bath sections of various kinds, fruit and beverage outlets, fitting room should be constructed reasonably for convenient use and arranged aesthetically for natural enjoyment, enabling every customer to have a paradise-like experience.
●The hot spring pool should be not too distant to the pond. The hot spring section should be divided by landscaping or greening to realize the peaceful shading. Also, flower, tree, pavilion, stream and lotus, fish may be designed to create infinite views and enjoyment.
●The hot spring pool in the hot spring bath section should not be too large or too deep, with a view to save water, promise hygiene and convenience for cleansing and disinfecting and guarantee safety.
●Hot spring tourism is the optimal relaxation method in winter. Since the temperature in low in the North in winter, warming should be considered, with the installation of glass corridor and warm passage in design and construction.
●The hot spring bath section should be designed and constructed with water supply and drainage engineering, like well, water intake and storage, heat exchange, water outlet and sewage disposal. Two sets of water supply system are recommended to guarantee normal operation.
●The hot spring bath section should be designed and constructed with a view to guarantee operational safety. The material adoption and decoration of the bottom, edge, corner and step of the pool should consider the protection from scrape or hurt. The pool should be installed with railing in sides. The hot spring bath section should be equipped with health professionals (doctors) and apparatus to guarantee the providence of first aid.
⑥ Design and construction of holiday themed guestroom section:
●Regarding natural environment, it is recommended to be constructed to a scenic area with mountain and water;
●The building should not exceed the height of big trees.
●Two neighboring buildings should not be too close and be divided with a greening belt;
●There should be a shady path between buildings;
●The guestroom should be large enough and matched with a large French window, natural attractions visible from the bed;
●Furniture should be of high quality and comfort;
●The floor should be decorated with wood flooring or high-grade tiles and paved with top-grade carpet in the area beside the bed;
●Television sets should work sound acoustically;
●The internal height should be bigger than that of any guestroom of a business hotel to guarantee, modest temperature and humidity, warmness in winter, coolness in summer and natural ventilation;
●The toilet should be large in size and the sanitary ware should be comfortable and easy to use, with the glass free from fog, multifunctional and noiseless lavatory, soft and bright light and natural daylighting optimally;
●The terrace should be big enough and can hold to people for exercise, together matched with a parasol, tea table and beach chair.
●The floor should adopt the backward or bi-level type;
●The doors of guestrooms in the same floor should not face oppositely;
●The hotel should be compete with supporting facilities involving culture, sports, entertainment, catering, bar and commodity department, etc.
●Safety facilities and measures should be complete and reliable.
⑦ Design and construction of holiday themed catering section:
The core concept of hot spring tourism it to operate health and beauty, enable tourists to experience heath from hot spring bath, guestroom, entertainment, spa and food.
Health should be guaranteed for customers in the catering section and food should be scientifically and nutritiously arranged. Local special products (like potherb, natural wild, harmless or cultivated animal, vegetable and aquatic products) are recommended and cooked in the rural flavor naturally with balanced nutrition.
The catering section of hot spring tourism should be positioned to leisure and holiday tourist market in design and construction (including leisure customers for hot spring bath, for holiday, and for meeting and leisure). Architecturally, the building should be appealing and not luxurious, capable to create a free and natural environment and atmosphere.
Design and construction of the spa section:
●The spa section includes beauty and healthcare items as hot spring fitting equipment, sauna, Finish bath, light-wave bath, mud bath, sand bath, gas or liquid medicinal bath, various oil massages, aroma.
●The spa section should also be equipped with health examination service function as well as professional equipment and technicians, so that customers can check their health during holiday and spa. In this case, satisfaction and convenience for customers can be realized and profit can be brought to enterprises.
●Noticeably, promotion and operation of medical care are forbidden in the tourism area.
Innovative operational philosophy of hot spring tourism (the second element for successful operation of a hot spring enterprise)
1. What抯 operation?
Operation and management are two aspects of an integral enterprise. Leaders of any enterprise are mostly called manager. What抯 manager? It may be summed up into operation and management. General Manager is responsible for general operation and management. Actually, operation and management have their respective meaning.
Operation is the leader of an enterprise and matters the direction, goal and strategy of the enterprise. Generally, it is to do the right thing.
2. Innovation is the theme of the times, the inevitable road to success and the soul of the brand of an enterprise. Innovative operational philosophy is the key for an enterprise to achieve sustainable development and success.
In Imperial Hot Spring, we hold the belief that innovative operational philosophy is to complicate the simple thing.
3. What抯 corporate operational philosophy?
Operational philosophy refers to the directive concept that an enterprise shapes with scientific thinking by focusing on its operation. Generally speaking, operational philosophy means the thinking or ideology of an enterprise, which reflects the ideal, goal, value and style of the enterprise.
Operational philosophy is the core of corporate culture and is influential, attractive and cohesive. It captains the activity, practice and image expression of an enterprise.
Operational philosophy includes corporate value, spirit, oral, philosophy and goal.
4. Fix the corporate goal. Since that operation decides the direction for an enterprise to develop, it is necessary to fix a goal for development. Without a goal, an enterprise can never achieve success. Blind operation and production will lead to bankruptcy.
First of all, we should fix the long-term goal (prospect planning) of an enterprise, and then decide the achievable medium-term and short-term goals according to the long-term goal.
5. Market positioning:
Hot spring resort or theme holiday hotel of medium or small size should be positioned to the economic circle with the semi-diameter of three hours drive, with the population of more than 100 million around. Tourists can travel by bus or train, for the medium and small size can no allow air travel.
Hot spring resort of large size and top grade should be positioned to the market of the whole country and even the world. Its reputation and capability enable air travel, such as Jiuzhaigou, Zhangjiajie, Qiandao Lake, Huashan Mountain, the West Lake of Hangzhou and Dujiangyan.
6. Customer source positioning:
Hot spring resorts of various scales all can serve sightseers and provide sightseeing hotel service with just the stay of a night. These tourists belong to the travel group mostly (low consumption, most in ticket and food).
Hot spring resorts of various scales all can serve tourists for leisure holiday and provide leisure holiday service of more than two days. These tourists are mostly the golden collar, white collar and people with big consumption (car-owners and deluxe travel group), also meeting group of medium and high grade consumption.
Excellent management mode of hot spring tourism (the third element for successful operation of a hot spring holiday enterprise)
1. What抯 management?
●Management is to run the daily affairs of an enterprise or to do things rightly generally. It can be counted into the category of the tactics and strategy (method and policy) of enterprise operation.
●Management is not the objective but to serve operation. It means implementation actually. The saying of 搒eeking for efficiency by management is not so scientific from the viewpoint of modern market economic rule.
●Management should have a set of mature and excellent mode, mechanism and system shaped under the guide of innovative operational philosophy and enable sustainable development.
●Management is the foundation. There are many methods of management, but the essence of management is to maximize human value.
●In Imperial Hot Spring, we believe that the excellent management mode is to simplify complicated things and integrate complicated things into a small thing.
2. Work out various measures for achieving strategic goal. By considering the general goal and detailed goals of the enterprise, it is required to work out various reasonable regulations and policies and shape promising and sustainable management mode and system.
●Scientific and efficient management system and mode should cover various aspects, but the most important is management by objectives, performance appraisal, encouragement system and human resource management system.
●Water quality and hygiene management of the hot spring bath section.
Water quality and hygiene of hot spring is the lifeline of hot spring tourism. It is necessary to arrange professional equipment and technicians to carry out regular sampling, test, monitor, control and disposal on hot spring water and guarantee them to reach the standard. Also, it is required to enhance work of water supply and drainage, regular cleaning and disinfecting for the hot spring pool.
Principles for hygiene management of hot spring tourism: high standard, frequency.
Systems for hygiene management of hot spring tourism: hygiene responsibility system, planning hygiene system, hygiene examination system, hygiene monitoring system, hygiene award and punishment system.
Human resource management of hot spring tourism: devoted professionals (the fourth element for successful operation of a hot spring holiday hotel)
●The 21st century expects the competition of human resource. The competition of enterprises is actually that of talents. Human resource is the key to increase the benefit and quality of any tourism enterprise.
●Since human effort is the decisive factor, we should emphasize on human resource. There are two standards for choosing and employing a person. The first is virtue or devotion. In Imperial Hot Spring, we believe devotion is that every employee shares the blood of Imperial Hot Spring in his heart. The second is ability. Everyone should be qualified in his particular field.
●In Imperial Hot Spring, we believe that talent is material and only if you are a material, you can be a talent.
● Talent is capital but cost. It decides the fate of an enterprise, because capital to is to be maximized and cost, minimized.
●Tourism enterprise demands more loyal customers, which can be achieved first by loyal employees.
●Imperial Hot Spring advocates employee first internally and customer first externally.
●Enterprise manager manages most affairs. What does he manage most importantly? Human. Only if he can manage human well, everything will go smooth.
●In which aspect does he manage human? Manage the enthusiasm. If the enthusiasm and potential creativity of employees are given full play, everything will go smooth. According to an expert, if a man is not encouraged, he can just give no more than 20% of ability played; if encourage, for example, by giving him a flower or a dream, he will have 80-90% of ability played and even quadruple.
●How can he manage enthusiasm? To establish a feasible encouragement system. Encouragement is the instinctive demand of human beings. So called human orienting just follows the principle.
●The instinctive demand of any employee is for survival and development. Any enterprise should consider the basic demand of employees and strengthen its work on encouragement and give full play to its capital.
●Training is the best treatment that an enterprise can provide to its employees and the best encouragement. Though training is costly, it is demanded.
In short, the four elements for an enterprise to achieve success in the market economy are as follows:
●Marketable quality product
●Innovative operational philosophy
●Excellent management mode
●Devoted professionals
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