JY大堂酒廊服务质量问题状分析与对策.docVIP

毕 业 论 文 题目： JY大堂酒廊服务质量的问题分析及对策 学 院： 经济与管理学院 专 业： 旅游管理 学 生： 学 号： 指导教师： 二○一五年四月 JY大堂酒廊服务质量的问题分析及对策 Analysis of the current situation of JY lobby lounge service quality and countermeasures 院 系 经济管理学院 专 业 管理 班 级 学 号 姓 名 指导教师 职 称 负责教师 2015年月  摘 要 关键词：；； Abstract In recent years, with the continuous improvement of peoples economic level and the material and spiritual needs, people of star hotel lobby lounge service quality increasingly attention. Stars Hotel lobby lounge with unique environment design and customer experience as consumer products to attract people to spend money. The lobby lounge is leisure and business environment, to attract all levels of guests for business talks, to meet friends. In terms of a certain degree, often to all levels of customer of the lobby lounge for consumption, also oversees the lobby lounge service quality and status of the pros and cons of the lobby lounge service quality, in a certain extent can reflect the pros and cons of hotel service quality. Therefore, the service quality of the lobby lounge of analysis of the current situation and problems, and puts forward to upgrade the lobby lounge service quality strategy, has a good effect to lobby lounge overall service quality improvement. This paper taking the JY hotel lobby lounge as the research object, combined with its in JY hotel lobby lounge of the internship experience, comprehensive use of modern economics and management science, hotel management theory; statistics and finishing the relevant literature, mainly star hotel lobby lounge on the service quality of the software and hardware facilities, staff behavior image, customer consumer experience and situation of the competitors are analyzed. It is pointed out that the lobby lounge is the main problem, and put forward the reasonable countermeasures and suggestions according