经济型连锁酒店的服务质量研究—以如家快捷酒店为例.docxVIP

PAGE PAGE 14 内容摘要 这些年来，我国酒店行业发展是极为迅猛的，其发展是伴随着旅游业而进一步深入的。我国酒店的数量和规模在不断提升，但是也普遍存在质量不够的问题，与很多发达的国家来说在具体服务质量方面差距较大。因此为有效发现服务当中所存在的问题，应当开展相关研究，从而能够有效对于服务质量进行优化与改善，让企业在市场竞争过程当中能够有着更强的竞争力是极为重要的，这也是经营管理者的目标。我国的很多研究也越来越看重于对于服务质量进行提升，因此本文以如家快捷酒店为例，对于其在服务客户过程当中所存在的问题进行全面性探讨，从而发现了问题出现的原因，提出了相关服务质量的提升策略，为我国酒店未来的进一步发展提供了更加重要的参考。 □□ 关键词：酒店；服务质量；对策 Abstract □ Over the years, the development of Chinas hotel industry has been extremely rapid, and its development has been further in-depth with the tourism industry. The number and scale of hotels in China are constantly improving, but there is also a general problem of insufficient quality, which is far behind the specific service quality of many developed countries. Therefore, in order to effectively discover the problems in the service, relevant research should be carried out, so as to effectively optimize and improve the quality of the service, so that it is extremely important for the enterprise to have a stronger competitiveness in the market competition process, which is also management The goal of the person. Many studies in our country also pay more and more attention to the improvement of service quality, so this article takes Home Inn as an example to conduct a comprehensive discussion on the problems that exist in the process of serving customers, so as to find the cause of the problem and propose The improvement strategy of relevant service quality provides a more important reference for the further development of hotels in China. Key words：Hotel; service quality; countermeasures 目录 TOC \o 1-2 \h \u 第一章 绪论 1 1.1 研究背景和意义 1 1.2 文献综述 1 1.3 研究内容和方法 2 第二章 相关概念论述 3 2.1 经济型连锁酒店 3 2.2 酒店服务 4 2.3 服务质量 4 第三章 酒店服务质量问题研究——以如家快捷酒店为例 4 3.1 如家快捷酒店简介 4 3.2 如家快捷酒店服务质量存在的问题 5 第四章 如家快捷酒店服务质量问题成因分析 8 4.1 员工个人层面的原因 8 4.2 企业层面的原因 8 4.3 旅游酒店专业教育层面的原因 8 第五章 提高如家快捷酒店服务质量的对策 9 5.1 加强酒店的设施与建设 9 5.2 注重员工培训，提高整体素质水平 10 5.3 加强酒店文化建设，促进部门间的沟通与协调 10 5.4 完善客史档案，规范化服务