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The eighth chapter, hotel service quality management（第章 饭店服务质量管理）.doc
The eighth chapter, hotel service quality management（第8章 饭店服务质量管理）
The eighth chapter of hotel service quality management.Txt35 is a warm color of nature, discerning craftsmen to show it to perfection; warm is a music beat note, the delicate feelings of the singers to express it was really pure to the eighth chapter of hotel service quality management
Main contents of this chapter:
Section 1 overview of hotel service quality
The second section is the evaluation and analysis of hotel service quality
Third section hotel service quality management method
Section 1 overview of hotel service quality management
SERVICE
Smile (smiling): smile to entertain guests
Excellence (excellent): business mastery
Ready (ready): always be ready to serve the guests
Viewing: treat each guest as a special and important person
Invitation (invitation): invite every guest to come again
Creating (creation): create a warm atmosphere for guests
Eye (eyes): show concern for guests with their eyes
I. hotel service quality
(I) tangible product quality:
Tangible product quality:
Tangible product quality:
(two) intangible product quality;
Two, the characteristics of hotel service quality
Two, the characteristics of hotel service quality
Two, the characteristics of hotel service quality
Two, the characteristics of hotel service quality
Evaluation and analysis of service quality in second sections
I. hotel service quality evaluation system
(I) customer evaluation
The form of customer evaluation
(I) customer evaluation
The form of customer evaluation
Characteristics of customer evaluation
(two) hotel evaluation
The form of hotel evaluation
(two) hotel evaluation
The form of hotel evaluation
What are the characteristics of hotel evaluation?
(three) third party evaluation
The third party mainly refers to the administrative departments of tourism and trade associations of the state, the provinces, municipalities and counties.
The form of third party evaluation
(three) third party evaluation
The third par
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