基于顾客感知的酒店前厅服务质量现状及对策研究—以厦门万豪酒店及会议中心为例.docVIP

摘 要 本文以顾客感知为前提,以厦门万豪酒店及会议中心为例,通过实地考察与问卷调查,了解前厅部的操作流程,工作细则,发现其存在大堂设施设备不完善，员工服务水平较差,外语水平普遍较低,对客服务创造性差,个性化服务不足，为您服务中心沟通协调能力不足等问题,为了提升其服务质量,结合厦门万豪酒店及会议中心前厅部的实际情况,提出大堂配备齐全的设施与设备；增强员工工作满意度,提高服务质量；完善酒店的培训体系,强化一线员工的服务技能；充分重视和利用客史档案,提升个性化服务，加强为您服务中心与各部门的沟通,提髙解决问题效率等有针对性的策略。 关键词：顾客感知；前厅服务质量；厦门万豪酒店及会议中心 Abstract This article takes customer perception as a premise, taking Xiamen Marriott Hotel and Conference Center as an example, through field visits and questionnaires to understand the operation process and working rules of the front office department, and found that there are imperfect lobby facilities and poor service levels. The foreign language level is generally low, the creativeness of the customer service is poor, the personalized service is insufficient, the communication and coordination ability of the service center is insufficient for you, etc., in order to improve the quality of its service, combined with the actual situation of the front office of Xiamen Marriott Hotel and Conference Center, the lobby Equipped with complete facilities and equipment; enhance employees job satisfaction and improve service quality; improve hotel training system and strengthen the service skills of frontline employees; fully pay attention to and use guest history files, enhance personalized services, and strengthen the service center and various services for you Targeted strategies such as departmental communication and improved problem-solving efficiency. Keywords: customer perception; quality of front office service; Xiamen Marriott Hotel and Conference Center 目 录 TOC \o 1-3 \h \z \t ns13 一级标题,1,ns14二级标题,2,ns16三级标题,3,ns17四级标题,4,ns19参 考 文 献,1,ns21致 谢,1 1 引言 1 1.1 研究背景及意义 1 1.1.1 研究背景 1 1.1.2 研究意义 1 1.2 国内外研究综述 1 1.2.1 国外研究现状 2 1.2.2 国内研究现状 2 1.3 研究内容和研究方法 3 1.3.1 研究内容 3 1.3.2 研究方法 4 2 相关研究理论 4 2.1 顾客满意理论 4 2.2 前厅服务质量内涵 5 2.3前厅服务质量的构成 5 3 厦门万豪酒店及会议中心前厅服务质量现状分析 5 3.1 厦门万豪酒店及会议中心概况 5 3.2 问卷设计与样本调查 6 3.2.1 问卷设计与调查 6 3.