浅谈酒店服务质量的提升与对策.docVIP

湖南工业职业技术学院 Hunan Industry Polytechnic 毕 业 论 文 题 目 浅谈酒店服务质量的提升与对策 系 名 称 商贸旅游系 专业及班级 酒店管理S2011-3 学生姓名 贺杰 学 号 22 指导教师 沈飞跃 完成日期 2014 年 5 月 10 日 摘 要 最近几年，人们的生活节奏不断加快，国民收入日益提高，人们的消费观念的转变，从而让餐饮业变得空前的繁荣。与此同时餐饮市场竞争也越来越激烈。从现在的状况来看，酒店餐饮业服务质量普遍较低，服务质量管理比较落后，主要涉及服务管理、安全保卫、设施维护、卫生管理等一些问题。酒店餐饮服务质量即酒店餐饮的服务水平，是酒店餐饮服务质量的核心内容。良好的、令顾客满意的服务，可以在一定程度上弥补酒店硬件质量方面的不足。酒店餐饮的服务水平主要包括服务人员的个人形象及素质、服务人员的服务技能和服务技巧、服务人员的服务效率和应变能力、酒店服务项目的没置以及酒店环境卫生状况等因素。这些因素综合起来就构成了酒店餐饮服务质量，而如何提高酒店餐饮服务质量就是本论文研究的课题，本文将从培训，激励，标准，预前控制等方面来介绍提高酒店服务质量的具体方法 关键词： 酒店餐饮，服务质量，管理与控制 ABSTRACT：In recent years, the accelerating pace of life of people, the national income increasing, change peoples consumption concept, the catering industry becomes unprecedented prosperity. At the same time the catering market competition is increasingly fierce. Judging from the current situation, the hotel and catering industry service quality is still low, service quality management is relatively backward, mainly related to service management, security, facilities maintenance, health management and other aspects of the problem. Hotel and catering service quality of hotel and catering service levels, is the core content of hotel service quality. Good, customer satisfaction services, can make up the deficiencies Hotel hardware quality in a certain extent. Factors of hotel and catering service level including service personnel individual image and quality, service skills and service skills, service efficiency and adaptability, hotel services and the hotel without the environmental health status. These factors are combined to form the hotel food and beverage service quality, and how to improve the hotel service quality is the subject of this thesis, from the aspects of training, motivation, standard, pre control, to introduce the specific methods to improve the quality of hotel servic