我国酒店个性化服务的探讨-毕业论文.docVIP

Abstract The 21st century is the human society as well as the personalized society. Any consumption including tourism consumption has formed a personalized orientation. This is in accord with the trend of development of human society and show the value orientation of social progress. Standardized service in the hotel has been widely challenged. Personalized services has played an increasingly important role in meeting the various special and complex needs of guests, improving the hotel’s operation benefits and competitiveness. This paper is based on the relevant documents of the personalized service to research, and then elaborates personalized service’s definition, content, the relations to standardized service, necessity and so on. Next, the paper analyzes in detail Chinese hotel’s development present situation, and gives some views and advices to solve the remaining problems of personalized service of our country. Finally, give some typical cases to further discussion and analysis. Thus, hope to provide a basis and reference for our hotels’ personalized service and promote it better development. Key Words：Hotel service, Personalized service, Standardized service, Issue，Strategy 目 录 中文摘要 1 Abstract 2 1.研究背景和研究意义 1 1.1酒店业实施个性化服务的背景 1 1.1.1近年酒店业服务理念的变革 1 1.1.2我国酒店业未来发展的趋势 2 1.2酒店实施个性化服务的意义 2 2.个性化服务研究综述 3 2.1国内外的个性化服务研究 3 2.2酒店个性化服务的概念 4 2.3酒店个性化服务的内容 4 2.4酒店个性化服务与酒店传统标准化服务的关系 6 3.我国酒店个性化服务的现状、问题及策略分析 7 3.1我国酒店实施个性化服务的现状 7 3.2我国酒店实施个性化服务存在的问题 8 3.3我国酒店个性化服务的实施策略分析 9 3.3.1提供个性化服务的原则 9 3.3.2实施个性化服务的注意要点 9 3.3.3解决我国个性化服务存在问题的对策 11 4.案例研究——以天子大酒店实施个性化服务为例 14 4.1天子大酒店介绍 14 4.2酒店中的新家园 15 4.3解析天子大酒店的个性化服务 16 4.3.1硬、软件结合的个性化服务 16 4.3.2个性化服务为酒店带来的优势 16 4.4小结 17 5.结论 17 参考文献 18 致 谢 19 引 言 随着全球一体化进程的加快，酒店作为流动人群的驿站，其作用在日益加强，而人们对它的期望和要求也越来越高。在经历了 “大众服务” “标准化服务”之后，20世纪90年代以来，西方的酒店经营者面临供大于求的严峻形势，他们意识到：随着宾客需求日益呈现个性化的发展趋势，仅靠质量保证和标准化服务将难以取胜，服务必须相应升级换代。于是，个性化服务应运而生。而中国的酒店业发展起步较晚，在20世纪80年代初才真正打开门户，随后引进西方“标准化服务”的理念，并一直视为酒店业经营的真谛。直到近几年，随着中国客源结构的调整、消费者的日益成熟及消费需求的日趋多元化，标准化服务的弊端渐次暴露，中国