东莞福迎酒店服务质量存在的问题与对策.docVIP

东莞福迎酒店服务质量存在的问题与对策 摘 要 以东莞福迎酒店为研究对象，首先介绍东莞福迎酒店的概况，然后阐述了酒店服务质量的概念、内容和特点。在理论分析的基础上，得出东莞福迎酒店在服务质量上存在的问题主要有：酒店硬件设施设备急需改善、酒店员工流动率高、部门间团结协作意识差、酒店高层管理者效率低。接着根据问题产生的原因，针对性的提出更新完善硬件设施设备、降低员工流动率、提升酒店内部团结协作意识、提高高层管理者的服务效率的对策。 关键词：东莞福迎酒店；服务质量；问题对策 Discussion on the Problems and Countermeasures of the Service Quality of Cinese Hotel Dongguan ABSTRACT With the economic and social development and peoples living standards improve, people increasingly high demand for quality of service. A hotel’s service quality is good or bad, is directly related to the hotel reputation and profits. In Dongguan Cinese hotel as the research object. Firstly, the thesis introduces the overview of Cinese Hotel Dongguan, then elaborated the concept of hotel service quality, contents and characteristics. On basis of the theoretical analysis that Cinese Hotel Dongguan on the service quality of the main problems are: Hotel hardware facilities and equipment needs to be improved, the employee turnover rate is high, inter departmental coordination poor. The hotels lack of outstanding senior management personnel. Then, according to the problems of the reasons for The proposed update and improve the hardware facilities and equipment, reduce staff turnover rate, the establishment of a good internal coordination of the hotel, training high-quality management personnel countermeasures. Key words: Cinese Hotel Dongguan；Service quality；Problems and Countermeasures 目　录 TOC \o 1-2 \u 一、东莞福迎酒店概况  PAGEREF _Toc2552 1 （一）地理交通  PAGEREF _Toc14250 1 （二）酒店设施  PAGEREF _Toc2069 1 （三）酒店组织结构  PAGEREF _Toc12674 1 二、酒店服务质量概述  PAGEREF _Toc12189 2 （一）酒店服务质量的概念  PAGEREF _Toc9946 2 （二）酒店服务质量的内容  PAGEREF _Toc2663 3 （三）酒店服务质量的特点 3 三、东莞福迎酒店服务质量存在的问题  PAGEREF _Toc14636 5 （一）酒店硬件设施设备急需改善  PAGEREF _Toc6401 5 （二）酒店员工流失严重 5 （三）部门间团结协作意识差 6 （四）酒店高层管理者服务效率低 7 四、东莞福迎酒店服务质量提升对策 7 （一）更新完善硬件设施设备 7 （二）降低员工流动率 7 （三）提升酒店内部的团结协作意识 9 （四）提高高层管理者的服务效率 9 参考文献 11 致 谢 12   PAGE \* MERGEFORMAT 11 东莞福迎酒店服务质量存在的问题与对策 一