网上找到了一篇value chain of hilton的文章 ，只想给你看一下大体框架，内容还是要结合我们的酒店来分析，毕竟和hilton不一样，但是感觉这篇应该有帮助。 还是看看那五部分参考改改吧亲麻烦了。

In order to examine the development of competitive advantage in business analysis we can use the value chain. The value chain contains activities that help to create and to build value in the particular business. Relying on this analysis, managers can clearly clarify which activities would add value into the business and which would not efficient. According to Porter theory, we know that organization has two activities such as “Primary” and “Support” activities. The “primary” activities contain inbound logistics, outbound logistics, marketing & sales, operations and service. The “Support” activities include HRM, technology, infrastructure and procurement. Before we start the consideration of Hilton’s needs, we need to identify which activities need to focus on. Lets start from “Support” activities that Hilton hotel needs to focus on:

1) Infrastructure

As we know that Hilton Hotel is an international hotel with many resorts and accommodations around the world. One of the hotel’s goal is that expectations to get high quality of hotel service must be met for customers. Therefore, Hilton has efficient system to control performances of the company and there are a list of main factors such as cleanliness, quality, service, atmosphere and maintenance that uses to maintain its achievements in all branches. Moreover, hotel rooms and common areas of the hotel must be perfectly clean and provide comfort, its service must be delivered through a professional manner and all equipments must be checked before it will required. 2) Human Resource Management

In order to deliver a perfect customer serving, Hilton provides trainings for frontline and management workers to show them how it should be delivered in professional manner. Therefore, HRM prefer to select