景区运营管理Operations management
四川蜀府酒店管理有限公司
Sichuan Sichuan Palace Hotel Management Co. Ltd
一、运营管理含义
1、概念
Operations management is the day-to-day management of the site. It is about marshalling the attraction’s resources, notably the staff and physical equipment such as physical machinery to provide a satisfactory service for the customer and an acceptable rate of return on the use of these resources.
运营管理就是景区的日常管理活动，亦即调配景区的资源，主要指员工和机器等物质设备，为顾客提供满意的服务，并获取可接受的投资回报率。

一、运营管理含义
2、运营管理的目标和功能
Operations management from the view points of
the organization and customers
一、运营管理含义
3、运营管理的范围
景区运营管理中可控、影响和不可控变量
Controllable, influenceable and uncontrollable variables in operations management at attractions
一、运营管理含义
3、运营管理的技能
(1)A thorough knowledge of the site and the staff and an appreciation of how visitors use the site.
深入了解景区和员工，以及游客使用景区的情况
一、运营管理含义
3、运营管理的技能
(2)The ability to see the site as a whole while also paying attention to matters of detail.
拥有既能从宏观上看待景区又能注意景区细节的能力
一、运营管理含义
3、运营管理的技能
(3)Being able to plan systems and procedures in advance and foresee likely visitor flows, for example, but being flexible enough to change these systems and procedures in the light of changing circumstances.
能够预先规划系统与程序，预测可能的游客流量。同时，具备灵活变通的能力，根随环境变化适时调整系统与程序
一、运营管理含义
3、运营管理的技能
(4)Communication skills when briefing staff on systems and procedures and when dealing with dissatisfied customers.
良好的沟通能力，向员工简要地介绍系统与程序，从容不迫地应付不满意的顾客
一、运营管理含义
3、运营管理的技能
(5)The ability to work under pressure and act logically and effectively in crises.
在压力下工作的能力，以及有条不紊、快速高效地处理危机的能力
一、运营管理含义
3、运营管理的技能
(6)A good understanding of the principles of management control and financial management.
熟知管理控制与财务管理的主要原则
一、运营管理含义
3、运营管理的技能
(7)Being tactful but firm and decisive.
机敏、坚决和果断
(8)Having confidence in his or her own abilities and judgement.
对自己的能力和判断力充满自信
一、运营管理含义
3、运营管理的技能
(9)Seeing things from the visitor’s point of view and understanding the perspective of other staff.
站在游客的角度来考虑问题，同时能理解其他员工的看法