Hospitality and tourism business is very intensive and people driven focusing in providing excellent guest service.
款待和旅游业务非常密集，人们把重点放在提供优质的客户服务上。
Naturally in such a diverse and challenging industry, problem solving takes most of the time of the managers.
这一行业变化多端富于挑战，管理者自然要把大部分的时间都花在解决问题上面。
Several issues or problems between employees, in operational processes or between employees and managers will all eventually affect the guest service.
在操作运营过程中出现的员工之间的一些问题或者员工和经理之间的各种问题，最终都会影响他们对客户服务的质量。
Management’s job is to proactively to identify and solve problems before they begin to impact guests. Trying to solve the problems without understanding the root causes or ignoring them are equally harmful for the business as it impacts negatively to the operation and the guests.
管理者应主动发现问题，在影响宾客之前就将其解决掉。没理解根本原因就强行解决，或是干脆忽略问题都会造成生意损失，对酒店的运营和宾客产生坏的影响。
Managers must learn to look beyond the surface to understand the real cause of each problem.
管理者须学会透过现象看本质。

The most common root causes  常见的根本原因：

Using a team approach in solving problems will lead a more effective and efficient operation. Moreover, using the team approach you respect and value diverse skills and experiences, improve employee morale, empower and promote initiative among employees and reduce resistance to change.
团队合作解决问题会让公司的运营变得更加成功有效。再者，团队合作让每个成员学会尊重赏识背景不同、各有所长的人，激发员工士气，促进员工自主性同时减少公司变革的阻力。

All problems in hand may not benefit from a team approach for a variety of reasons. In this case managers should assess several aspects in order to bring the most optimal and timely solution for their businesses.
但由于一些原因，并非所有问题都适合团队合作的解决方式。管理者在这种情况下应多方面权衡，让问题以最理想的方式得到及时的处理。
Creativity can solve almost every problem. Like A. Einstein states We cannot solve our problems with the same thinking we used when we created them.
创造力几乎可以解决所有问题。正如爱因斯坦曾说过:"我们用制造问题的思维方式来解决问题是行不通的。"
This section concludes Chapter 3 of your course.Thank you for your attention and participation.以上为第三章的全部内容。谢谢你的收看与参与。