毕业论文-论酒店个性化服务.doc

轻院轻工职业学院 专业毕业论文 题 目 论酒店个性化服务 学生姓名 专业班级 学 号 院 （系） 经济管理系 指导教师（职称） （讲师） 完成时间 2012年11月16日 论酒店个性化服务 摘 要 随着我国酒店业的发展，消费者对酒店的要求越来越高，尤其是对个性化服的要求比较突出，现代酒店必须以个性化服务的理念面对需求时刻变化的消费者，不能只把个性化服务当成一种口号、一种形式，一定要落实到酒店日常运行中，只有这样，酒店才能在激烈的市场竞争中立于不败之地。本文系统的阐释了酒店个性化服务的内涵、重要性及发展趋势，并详细分析了个性化服务中出现的问题及应对措施。 关键词 个性化服务／意义／问题／措施  ON THE PERSONALIZED HOTEL SERVICE ABSTRACT With the development of hotel industry in China，the consumer on the hotel of the increasingly high demand. especially for personalized service requirements are more outstanding，Modern Hotel to personalized service concept in the face of changing consumer demand，not only the personalized service as a slogan, a form，must implement to the hotel daily operation，only in this way, the hotel can be in intense market competition remain invincible. This paper explained the personalized hotel service connotation，importance and development trends， and detailed analysis of the personalized service problems and Countermeasures. KEY WORDS Personalized service ，significance ，problems ，measures 目 录 中文摘要·····················································Ⅰ 英文摘要·····················································Ⅱ 1 酒店个性化服务的概述·········································1 1.1 酒店个性化服务的内涵····································1 1.2 酒店个性化服务的重要性································· 1 2 酒店个性化服务的现状及发展趋势·····························1 2.1 酒店个性化服务进程········································1 2.2 个性化服务是未来酒店发展的需要··························3 3 酒店个性化服务中出现的问题··································4 3.1 收集顾客信息等基础性工作开展不够······················ 4 3.2 个性化服务理念的培训不到位，认识有误差·················4 3.3 一线员工的工作满意度低，服务意识不强···················5 3.4 “细节服务”的创造性不明显细节体现着完美················5 4 酒店个性化服务需要采取的措施·······························5 4.1 加强员工培训··············································5 4.2 掌握市场需求·············································6 4.3 注重细节管理··············································6 4.4 顾客数据库建立·················