旅游酒店无干扰服务现状及发展研究.doc

PAGE 河南科技学院 2013届本科毕业论文 论文题目：旅游酒店无干扰服务现状及发展研究 学生姓名： 所在院系： 所学专业： 导师姓名： 完成时间： 摘 要 21世纪，国际国内酒店业竞争日趋激烈，提高酒店员工的服务是使酒店立于不败之地的必要措施，酒店也为此提出了很多意见，例如，微笑服务，规范服务等等。但是很多酒店提供的服务过于规范，严重影响了客人的私人空间，也引起了一些不满和投诉。酒店应该从顾客的角度思考，提供个性化服务，尊重顾客的个人需求，提供一种无干扰服务。本文主要讲述无干扰服务的基本概念，浅谈无干扰服务对酒店的影响以及酒店酒店无干扰服务的现状，分析酒店存在的问题，提出了一些解决对策。 关键词：酒店；无干扰服务；对策 Tourism hotel service present situation and development without interference School of Huting Ting Abstract In the 21st century, the international and domestic hotel industry increasingly fierce competition, improve the hotel staff service is the necessary measures to impregnable hotel, the hotel also proposed many ideas for this purpose, for example, service with a smile and standardizing services and so on. But many services provided by the hotel too prescriptive, serious impact on the guests personal space, also caused some dissatisfaction and complaints. Hotel should be from the perspective of customers, providing personalized service, respect for the customers individual requirements, to provide a service without interference. This article mainly tells about the basic concept of uninterrupted service, introduction to no interference impact on hotel and hotel service the present situation of the hotel service without interference, analysis the problems existing in the hotel, some countermeasures are put forward. Key words: the hotel ; no interference service; countermeasures 目 录 TOC \o 1-3 \h \u HYPERLINK \l _Toc20581 引言 PAGEREF _Toc20581 1 HYPERLINK \l _Toc17318 1 无干扰服务的概述 PAGEREF _Toc17318 1 HYPERLINK \l _Toc30104 1.1 无干扰服务的背景 PAGEREF _Toc30104 1 HYPERLINK \l _Toc9939 1.2 无干扰服务的概念 PAGEREF _Toc9939 1 HYPERLINK \l _Toc16220 1.3 无干扰服务的实质 PAGEREF _Toc16220 1 HYPERLINK \l _Toc11457 2 无干扰服务的作用 PAGEREF _Toc11457 2 HYPERLINK \l _Toc19589 2.1 有利于提高顾客满意度，增加潜在客源 PAGEREF _Toc19589 2 HYPERLINK \l _Toc20107 2.2 获得更多经济效益，增强市场竞争能力 PAGEREF _Toc20107 2 HYPERLINK \l _Toc6386 2.3 有利于酒店树立良好的企业文化形象 PAGEREF _Toc6386 2 HYPERLINK \l _Toc110