旅游管理本科毕业论文北京国宏宾馆中餐厅个性化服务探析.docVIP

北京国宏宾馆中餐厅个性化服务探析 摘要：个性化服务是当今各界酒店业打造自身品牌,获得竞争优势的主要途径之一，以顾客为中心的个性化服务在日趋激烈的市场竞争中发挥着非常明显的作用。当然，中餐厅个性化要真正体现在酒店日常的管理和服务当中，而不是只表现在一个具体项目、一个规章制度或是一个口号上。中餐厅个性化服务对于硬件和软件都没有准确的定义和原则，但是随着高素质年轻队伍的不断涌入，中餐厅个性化服务质量在酒店中已得到很明显的提高，可是其中也出现了相应的一些难题.本文以北京国宏宾馆为例，一方面分析了中餐厅个性化服务及其管理，以及当中存在的一些问题和给出的几点改进提高的建议；另一方面，从员工和顾客的角度阐述了中餐厅个性化服务所带来的高规格和高质量的经营特色，以“满意加惊喜”的服务指标赢得了更多顾客的好评。因此，个性化服务为酒店中餐厅未来在占领市场和创造效益方面做出了很大贡献。 关键词：国宏宾馆 中餐厅 个性化服务 酒店 Study on Personalized service in Chinese Restaurant as Guo Hong Hotel in Bei jing Abstract: Personalized service is the hotel industry from all walks of life to build their own brand, one of the main ways to gain competitive advantage. To customers as the center of the personalized services in the increasingly fierce competition in the market plays a very significant role. Of course, in personalized restaurant to embody in the hotel daily management and service, and not only in a specific project, a regulation or a slogan. Restaurant personalized service for the hardware and software are not accurate definition and principle, but with the continuous influx of high-quality young team, in the personalized service in the hotel restaurant quality has been obviously improved, but which also appeared some problems. This paper as the Guo Hong Hotel as example, analyzes Chinese restaurant individualized service and management, as well as some of the problems and gives some proposal for improving; on the other hand, from the staff and customer perspective of personalized restaurant service brings high standards and high quality of the operating characteristics, with satisfactory plus surprise service standards to win more customers. Therefore, personalized service for the hotel restaurant in the future market and create the benefit respect to make very large contribution. Key words: Personalized service; Chinese Restaurant; Hotel 目录 1引言 1 2 酒店个性化服务 1 2.1 酒店个性化服务 1 2.1.1 酒店个性化服务的含义 1 2.1.2 酒店个性化服务的特征 2 2.2 酒店中餐厅的个性化服务 2 2.2.1 酒店中餐厅提供个性化服务的重要意义 3 2.2.2 酒店中餐厅个性化服务的体现 3 3