论五星级酒店服务质量存在的问题和改进的对策——以中国大饭店为例.pdfVIP

论五星级酒店服务质量存在的问题和改进的对策——以中国大饭店为例 摘 要 在市场经济“优胜劣汰”的竞争机制下，以质量为核心的竞争愈演愈烈，质 量已成为企业的生命线，越来越多的管理者开始重视产品的质量管理。 酒店业所言及的服务质量就是酒店服务活动所能达到规定效果和满足客人需 求的特征和特性的综合。对酒店而言，服务质量的好坏取决于两个基本因素：一 是物的因素，即酒店的硬件，包括酒店的外形建筑，设备设施等；二是人的因素， 包括服务人员的思想作风、工作技巧、安全保卫等。只有酒店的硬件和软件完美 结合，才能真正实现服务质量的提高。 顾客需要的变化、酒店竞争的压力使得酒店服务质量的改进成了酒店业永恒 的主题。本文就影响现代酒店服务质量的原因，及改进的策略作一些研究，以期 对行业的发展有一点的帮助。 关键词：服务质量，五星级酒店，中国大饭店 I 论五星级酒店服务质量存在的问题和改进的对策——以中国大饭店为例 Abstract With the competition mechanism of survival of the fittest in market economy, to the quality of the competition is becoming increasingly acute as the core, the quality has became the lifeline of enterprise and more supervisors begin to pay attention to quality management. Service quality in hotel industry means colligation between the effect hotel services should achieve and character to satisfaction. As to hotel, whether the service quality is good or not, determined by two integral elements: one is object. Hardware of hotel including appearance, equipment. The other is human being. About morality, skills, security, etc. Only after combining hardware with software perfectly should service quality be improved come true. Changes guest demands and pressure from competition result in the amelioration of the service quality turn into permanent subject in hotel industry. In my papers, I analyze the reasons of which affect service quality, research in improving strategy, hope to help with the development in hotel industry. Keywords ：Service quality, five star hotels, China Word Hotel II 论五星级酒店服务质量存在的问题和改进的对策——以中国大饭店为例