记:作为一家五星级酒店,国际俱乐部是一个成功的例子,您觉得它的成功主要表现在哪些方面?拉:主要有硬件和软件两个方面。硬件主要指物质设施,我们希望保持各种物质条件的质量,从给人第一印象的大厅,到每一个房间,餐厅,以至其他各种设施,我们都以很高的标准来布设。我们常问自己的问题是:顾客付出了比北京其他酒店要高出许多的费用来光临我店,我们的设施标准,能使他们获得舒适和满意吗?他们会觉得自己所花的钱是物有所值吗?我们一贯看重的标准,就是顾客回头率。所以重视这一点,是因为顾客如果觉得不满意,下次他是不会再来入住的。如大量的顾客都能回过头来住,那证明我们所 Note: As a five-star hotel, the international club is a successful example, do you think its success mainly in what areas? Pull: There are two main aspects of hardware and software. The hardware mainly refers to the material facilities. We want to maintain the quality of various material conditions, from the first impression hall to every room, restaurant, and other various facilities, all of which are laid down to a very high standard. We often ask ourselves the question: is the customer paying a lot more than other hotels in Beijing to come to our shop? Our standard facilities will make them feel comfortable and satisfied? They will think that the money they spend is an object Value for money? We have always valued the standard, that is, customers keep returning. So pay attention to this point, because if the customer is not satisfied, the next time he will not come back to stay. If a large number of customers can come back to live, that proves us