以临沂市高级酒店为例论如何提高酒店服务质量资料.docVIP

摘 要 饭店业中有一句格言：“服务质量是饭店的生命线”，饭店服务质量优劣直接影响到饭店的经济效益和社会效益。况且，提高饭店服务质量是饭店生存发展之本。现代顾客需求呈现多样化和个性化，对服务质量的要求也越来越高。这就要求饭店要从顾客需求出发，不断提高服务质量，提供可满足不同顾客在不同时间的各种需要。中国饭店业近年来发展迅猛，数量大量增加，但同时，业内竞争也愈来愈激烈。提高服务质量、提升自身竞争力，是饭店在激烈竞争中取得相对优势的最为直接途径。从根本上说，服务质量是饭店生存与发展的基础，饭店之间的竞争，本质上是服务质量的竞争。 关键词:服务质量、高级酒店、管理措施 ABSTRACT There is a saying: the hotel service quality is the lifeline of the hotel, the hotel service quality will directly affect the hotels economic benefit and social benefit. Moreover, to improve the hotel service quality is the survival and development of the hotel. Modern customer demand has diversified and personalized service, more and more high quality requirements.This requires the hotel to start from the customer demand, improve service quality, to provide to meet different customer needs in different time. Chinese hotel industry has developed rapidly in recent years, a large increase in the number, but at the same time, the industry is also increasingly fierce competition. To improve service quality, enhance their competitiveness in the fierce competition, the hotel has the most direct way for the relative advantage. Fundamentally speaking, the hotel service quality is the foundation of survival and development, the competition between the hotel, is essentially the competition of service quality. Keywords: service quality, senior hotel, management measures 目 录 前言·····································································1 临沂市高级酒店服务质量现状分析··························4 2.1临沂市高星级酒店服务质量管理的主要做法·····················4 怎样提高酒店服务质量····································5 1.服务质量相关理论概述及概念界定···························2 1.1质量和服务质量的概述·······································2 1.2酒店服务质量的内容和特点···································3 2.提高酒店服务质量的措施 2.1人才的录用·················································5 2.2. 培训学习················································ 6 2.3 提高员工服务意识··········································6 2.4 制订全面有效的制度······································· 7 2.5 有效的动力管理