论现代饭店客房服务与管理及其关系.docVIP

PAGE PAGE 4 论现代饭店客房服务质量与管理及其关系 罗 勇 （巢湖学院 历史旅游文化系 ，安徽 巢湖 238000） 摘 要：关于现代饭店客房服务与管理及两者之间的关系的研究并不多，因此本文从这样一个特殊的视角切入，提出了作者自己的一些观点和看法。论文首先从客房在现代饭店中的地位和作用说起，阐述了现代饭店客房服务的内容及服务质量的相关概念，将服务的特性、客房服务质量标准都进行了说明，有助于我们更清楚地认识现代饭店的顾客所关注的服务质量及相关内容，以便更好地为客人提供满意的服务。服务质量与管理之间的关系为现代饭店在竞争中求发展所需理论指了一条明路，文章中以浙江嵊州国际大酒店切身实习经历为例，指出现代饭店客房服务所常见的问题并加以分析，最后提出现代饭店客房管理的目标和要求是全文的核心。现代饭店行业是一棵长青树，它必定会紧跟时代发展的步伐并为整个社会的经济的发展提供动力，本文最后创新之处为：在现代饭店发展的基础上，提出了饭店未来五个发展方向，即“五化”—— 人性化、亲情化、绿色化、经济化、主题化。把握现代饭店发展新趋势，并在设计上有所创新，以不断提高顾客的满意度，必将成为现代饭店生存和发展的关键因素。 关键词： 现代饭店；客房服务；客房管理；服务质量 On the modern hotel room service quality and management and its relationship Luo yong (Department of History and Tourism Culture,Chaohu College,Chaohu,Anhui,238000) Abstract：On the modern hotel room service and management and the relationship between the two of research, this paper from a special perspective intercept and by the author some of their own views and perspectives for the industry to share. Papers from the first modern hotel rooms in the status and role of start with, the modern hotel room on the quality of content and services related to the concept of the characteristics of services, room service quality standards.That will help us a clearer understanding of modern hotels of concern to the customer service quality and relevant content in order to better provide for the guests satisfied with the service. Service quality and management of the relationship between modern hotel in the competition and development required for a theory that the road to the article in Zhejiang Shengzhou International Hotel immediate practical experience as an example, pointing out that the modern hotel room service and frequently asked questions Analysis and finally put a modern hotel room management objectives and requirements is the full text of the core. Modern hotel industry is an Evergreen tree, it will certainly keep up with the times and the pace of development for the whole community for the development of the economic driving force for