现代酒店管理中问题和对策.docVIP

关于现代酒店的服务质量管理的现状和分析 专业班级：旅游82 姓名：程天池 学号：0854087 摘要： 随着我国酒店业竞争的日趋激烈，宾客对酒店服务质量的要求也越来越高，酒店之间的竞争则更多地体现在服务质量的竞争上。酒店业的根本目标就是为客人提供优质服务，以满足客人的需求。可见，所谓酒店服务质量，是质以酒店所拥有的设施设备为依托，为顾客所提供服务在使用价值上适合和满足顾客物质和精神 需要的程度。主要内容包括了酒店设施设备质量、实物产品质量、服务环境质量在内的有形产品质量，以及服务质量(包括礼节礼貌、职业道德、服务态度、服务技能、服务效率)在内的无形产品质量。酒店业之间的竞争与服务质量息息相关，优质的服务不但可以吸引大量客源，还可以带来经济效益，是酒店服务业竞争的核心内容，是取得竞争优势的关键。反之，劣质的服务质量不但会令人反感，给酒店造成大量的客源流失，甚至会影响酒店辛苦建立起的良好形象，危害甚大。 With the hotel industry in China increasingly fierce competition, guests of the hotel service quality requirements have become more sophisticated, the hotel is more competition between service quality is reflected in the competition. The fundamental goal of the hotel industry to provide quality services for guests to meet the needs of guests. Can be seen, the so-called hotel service quality, is the quality of the hotel facilities and equipment owned by relying on the services provided to customers in the use of customer value and satisfaction for material and spiritual needs of the degree. The main contents include the hotel facilities and equipment quality, physical product quality, service quality of the environment, including the physical product quality, and quality of service (including courtesy, professional ethics, service attitude, service skills, service efficiency), including the intangible product quality. Competition between the hotel industry is closely related with the quality of service, quality of service will not only attract large numbers of tourists, but also bring economic benefits, is the core of the hospitality industry competition is the key to gaining competitive advantage. Conversely, poor quality of service will not only offensive, to the hotel caused a lot of customer loss, or even affect the hotel difficult to establish a good image great harm.  朗读 显示对应的拉丁字符的拼音 字典 关键词：酒店 服务 成因 对策 目 录 引言 我国酒店服务质量管理存在的问题及成因 2.1酒店整体服务意识淡薄 2.2缺乏规范有效的服务质量管理体系 2.3酒店服务管理人员素质参差不齐 　 2.4酒店部门间服务管理协调性较差 第三章 提升我国酒店服务质量管理水平的对策