Golden Key Service， as a diamond in the crown of services， was introduced in China’s hospitality industry in 1995. In the same year， Golden Key in China received the world’s richest man and philanthropist， Bill Gates. In 2008， Golden Key in China was the only organization to be invited to provide services to the athletes and journalists of the 2008 Beijing Olympic Games. During the G20 Summit in Hangzhou in 2016， Golden Key China provided excellent hospitality for the heads of State who attended the Summit. The service collaboration network now covers 260 Chinese cities， involving over 2，000 Golden Key members.
作者簡介
張斌，哲學(xué)博士，曾任中國旅游出版社、旅游教育出版社社領(lǐng)導(dǎo)。長期跟蹤研究中國金鑰匙發(fā)展，策劃出版《金鑰匙品牌服務(wù)系列》《金鑰匙服務(wù)學(xué)》等圖書，著有《休閑權(quán)利論》，在《旅游學(xué)刊》《中國旅游報(bào)》等國家核心期刊發(fā)表多篇文章。王偉，中國金鑰匙首席培訓(xùn)導(dǎo)師，曾任廈門悅?cè)A酒店常務(wù)副總，廈門國際會(huì)展酒店總經(jīng)理，廈門理工觀光與酒店管理學(xué)院院長。現(xiàn)任鼓浪嶼投資發(fā)展有限公司總經(jīng)理。曾編寫《金鑰匙品牌服務(wù)系列》等圖書。 Zhang Bin， doctor of philosophy， was once chief of the China Tourism Publishing House and the China Tourism Education Press. Based on his long-time study of China’s Golden Key Service， he has published books including China’s Golden Key Brand Series， Golden Key Service Study and On the Rights to Leisure. He has also published a series of articles in national journals such as Tourism Tribune and China Tourism News. Wang Wei， chief training instructor of China Golden Key， once served as Executive Vice President of the Yeohwa Hotel in Xiamen， President of the Xiamen International Seaside Hotel， Dean of the Xiamen Institute of Hotel Management. He is now General Manager of the Gulangyu Islet Investment & Development Co.， Ltd. His published works include China’s Golden Key Brand Series.
圖書目錄
Preface Pioneers of Chinese Service 001 Part I The Concept Chapter 1 Golden Key Service and Its Philosophy 004 Section 1 The Origin of Golden Key Service 004 Section 2 Golden Key Service Philosophy 006 Section 3 Establishing China’s Golden Key Service Philosophy 009
Chapter 2 Service and Golden Key Service 013 Section 1 What Is Service? 014 Section 2 Differences between Golden Key Model and Other Service Models 015 Section 3 Golden Key Service and Its Models 018
Chapter 3 Customers First, Profits Second 023 Section 1 Profit: Foundation of Human Society 024 Section 2 Epistemology and Methodology of Customers First, Profits Second 026 Section 3 The Value of Customers First, Profits Second 028
Chapter 4 Meticulous Services and Tremendous Satisfaction to Customers 030 Section 1 Menticulous Services 031 Section 2 Surprisingly great Satisfaction for Customers 036
Chapter 5 Great Pleasure Derived From Customers’Tremendous Satisfaction 042 Section 1 Guests’ Surprise and Golden Key Brand 043 Section 2 Ideal Service and Demand for Self-Actualization 049 Section 3 Achieving a Rich Life 056
Chapter 6 Golden Key Service and Chinese Service 061 Section 1 Chinese Service 061 Section 2 Chinese Service Model 063 Section 3 Golden Key Service and Chinese Service 067
Part II The Skills Chapter 1 Service Spirit 073 Chapter 2 First Impressions 090 Chapter 3 In-depth Understanding 104 Chapter 4 Team Operation 110
Part III Guidance Chapter 1 Golden Key Highlighting the Olympic Games 120 Chapter 2 Golden Key Service: Yesterday, Today and Tomorrow 123 I. Glittery Golden Key 124 II. Rise of Golden Key China 126 III. The Spirit of Golden Key 128 IV. Difficulties and Experience of Golden Key Service 132 V. System Innovation of Golden Key 135
Part IV Practice Chapter 1 Outlook of Golden Key China for 2000 139 I. Experience 140 II. Proposed Steps 141 Chapter 2 Review and Prospects of Golden Key China 142 Chapter 3 Access to the WTO and Chinese Hotel Golden Key Network Linkage 146 I. Three Major Opportunities for China's Hotel Industry 147 II. Three Major Challenges of China’s Hotel Industry 148 III. Establishment of Golden Key Hotel Alliance to Build a World Brand of Chinese Hotels 150
Chapter 4 Golden Key China with New Ideas,New Thoughts and New Situation 155 I. Overview of Golden Key China 156 II. Guiding Ideology, Basic Objectives and Working Principles of Golden Key China 157 III. Specific Implementation Plan of Golden Key China (2002-2005) 158
Chapter 5 Internationalized Golden Key China with the Independent Brand 160
Chapter 6 Faith and Pursuit, Brand and Future 163 Chapter 7 Brand Management and Development, Service Network and Innovation 166 Chapter 8 Golden Key China with Higher Service Quality, Faster Service Efficiency and Stronger Service Network 171 Chapter 9 Global Network-based Golden Key Service 174 Chapter 10 Golden Key China Moving towards Brilliance 178 Chapter 11 Operation, Management and Service of Golden Key China 181 Chapter 12 Brand Management and Service of Golden Key China 186 Chapter 13 Chinese Service ? Brand Culture 190 I. Education Culture 192 II. Management Culture 193 III. Service Culture 194
Chapter 14 Golden Key Making the World Full of Love 195 Chapter 15 Chinese Service in the Network Times 198 Chapter 16 Golden Key Service Alliance Based on the Internet 201 Postscript 207
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