天津丽思卡尔顿酒店员工授权现状及对策研究.docxVIP

天津农学院 毕 业 论 文 中文题目:×××××××××××××××× (宋体四号,较长可分两行) 英文题目: ×××××××××××××××× (Times New Roman四号,较长可分两行) 学生姓名 × × × （以下均为宋体四号） 二级学院 人文学院 系 别 专业班级 20 级 专业 班 指导教师 × × × 成绩评定 20 年６月  天津农学院毕业设计（论文） PAGE II 摘 要 随着五星级国际酒店在国内的竞争越来越激烈，各酒店和酒店品牌都在想尽办法提高对客服务，发展忠诚顾客。丽思卡尔顿酒店作为奢华五星酒店品牌，服务不仅远超五星级酒店的要求，还有自己的特色。就是解决客人问题的能力，丽思卡尔顿酒店要求员工在遇到客人问题时用授权及时为客人解决问题，作为解决问题第一人，不用逐级向上汇报，在授权范围内解决问题。 随着丽思卡尔顿酒店对这种授权的宣传，出现了很多乱用授权的现象。天津丽思卡尔顿酒店会在员工入职培训的时候会专门宣扬他们引以为傲的授权，但是缺少对授权具体实施的培训和授权的限制。很多没有经验的员工乱用授权导致一方面酒店损失，另一方面却没有真正满足顾客的需求。文章阐述了授权的意义，对天津丽思卡尔顿酒店员工授权现状进行分析，找到授权过程中存在的问题，针对问题就授权的基本方法和实施技巧提出了相应的策略。 关键词：五星级酒店，员工授权，对策措施  ABSTRACT With the increasingly fierce competition in the five star international hotels, hotels and hotel brands are trying their best to improve their customer service and develop loyal customers. The Ritz Carlton Hotel, as a luxury five-star hotel brand, not only far exceeds the requirements of five star hotels, but also has its own characteristics. It is the ability to solve the problem of guests. The Ritz Carlton Hotel requires employees to solve problems in time when they meet the guests problems. As the first person to solve the problem, they do not have to report the problem step by step, and solve the problem within the scope of authorization. With the publicity of this kind of authorization by The Ritz Carlton Hotel, there have been many phenomena of unauthorized authorization. The The Ritz Carlton Hotel in Tianjin will specialize in their empowerment when they are trained, but there is a lack of restrictions on the training and authorization of the empowerment. Many inexperienced staff use the authorization to lead to loss of hotels on the one hand, but on the other hand, they do not really satisfy the