浅析现代酒店客房服务的个性化.docVIP

浅析现代酒店客房服务的个性化 摘 要 随着人们的生活水平提高，人们对酒店的要求也在不断提高。对于其所入住的酒店会有着更高的要求。为迎合人们的这种高要求，提高酒店的吸引力，赢得更多的顾客来酒店消费。许多酒店都开始推出“个性化服务”为的就是在这激烈的商业竞争中立于不败之地。然而，由于顾客的多样性，使得人们对客房服务质量的判断没有统一的标准。但总体要求是能提供比以往的规范服务更清洁、美观、舒适、方便及安全的服务。要达到这样的要求，我们就必须比以往更具有竞争力，更具超前意识。所以作为酒店直接面向顾客营业的一线部门，客房部做好个性化服务就显得更为重要。 本课题将借鉴大量文献和实地调查来探讨酒店客房管理存在的现状，旨在正确认识客房服务存在的问题，侧重分析其消极影响，研究预防和解决对策，并提出酒店客房服务的个性化具体措施，以达到提高管理和服务质量目的，促使我国酒店业走上持续健康的发展道路。 关键词：酒店管理；客房；个性化服务 ANALYSIS ON THE MODERN HOTEL HOUSEKEEPING PERSONALIZED SERVICE ABSTRACT With the development of living standard，people’s requirement of the hotel has been improved and most of them have a higher expectation on the hotel where they live in. In order to satisfy people’s requirement，enhance the attraction of the hotel and achieve greater consumption，many hotels have begun to carry out the “personalized service” which can make them succeed in the fierce business competition．However，owing to the diversity of the customers，people have different standards when they judge the quality of the guest room service．But the general requirement is to provide cleaner, safer，more beautiful，more comfortable and more convenient service than the past normative one. As to reach this kind of requirement，we must have more competitive power and advanced consciousness than before．Therefore，as the front line department of the hotel which faces the customers directly，it is important for the department of guest room service to do a better job in personalized service． This topic will discuss the current situation of guest room management of the hotel through referring a large number of documents and conducting on-the-spot investigation，which aims to recognize the existing problem of the guest room service correctly，emphasizing on analysis of the negative effect，researching the strategy of prevention and settlement，and putting forward the concrete measure for personalizing the guest room service of the hotel so that it can improve the quality of management and service and gear up the