基于XXX酒店的个性化服务分析.doc

湖南工业职业技术学院 Hunan Industry Polytechnic 毕 业 论 文 题 目 基于丽思卡尔顿酒店的个性化服务分析 系 名 称 商贸旅游系 专业及班级 酒店管理S2011- 4 学生姓名 黄莹 学 号 12 指导教师 夏利平 完成日期 2014 年 5 月 21 日 摘要 随着酒店饭店市场的快速发展，酒店行业竞争日益激烈，消费者对消费观念也在不断提高，人们对个性化服务的需求已突现出来，酒店的服务质量的好坏体现在其个性化服务的好坏，由于每一位顾客的性格取向都存在差异性，使得人们对酒店服务质量的判断没有统一标准，如果酒店能够提供细致入微的服务，让每一位顾客获得真城关怀，身心舒畅，能够预见和满足每一位客人比以往规范化服务更具有竞争力，更具超前意识，酒店作为直接面向顾客营业的一线部门，只有逐步开发和提供个性化服务，才能留下深刻印象给顾客，因此，做好个性化服务就显得尤为重要。 关键词 酒店个性化服务 金茂三亚丽思卡尔顿酒店优势 措施 Abstract With the rapiddevelopment of catering market, the hotel industry competition is becoming increasingly force,consumer consumption concept has also been improved,the demand for personalized service has come to the force,the hotel service quality,the stand or fall of reflected in its personalized service，every customer orientation of character are all differences,it all make people judgment about the quality of the food and beverage service no unified standard,if the hotel can provide nuanced,let every customer sincere care,body and mind at ease,able to anticipate and meet the needs of every guests’ service,this thus the standardization of the service more competitive than ever before,it make more advanced,the hotel as a line of the divecitly to the customer business department only gradually development and provide personalized service to impress customers, so personalized service is particularly important. This article from the definition of the hotel personalized service,briefly the RITZ -carlton?hotel in personalized service advantages,features and significance,some improvements are put forward to improve the personalized service, improve measures. Key words： Hotel personalized service，the ritz carton hotels’advantages，measures 目录 前言………………………………1 酒店个性服务的定义及其重要性………………………………4 （一）酒店个性化服务的定义……………