威斯汀酒店礼宾部服务问题.docxVIP

PAGE 4 威斯汀酒店礼宾部服务问题 摘 要 酒店作为我国目前发展最为迅速的行业之一，为社会提供了大量的就业机会。但是，随着市场经济的进一步发展，新的星级酒店不断涌现，上海市作为一个正在发展的城市，其星级酒店的竞争会更加激烈，人力资源的竞争也将更加突出，尤其是酒店的对客服务是星级酒店间竞争的关键因素。尽管礼宾礼仪的著述与文章较多，但大多数的研究是从操作层面切入，其学理研究亟待加强。当你进入一家星级酒店的时候，你会发现酒店门口有两位身着正装的服务员微笑着为你开门，迎接你的到来。他们属于酒店礼宾部，而礼宾部位于酒店大堂一侧，并不能引起大家的注意。然而，他们是最先对接客人的部门，因此被称为酒店的“门面”，成为每家酒店不可或缺的部门。本文针对自己所实习的星级酒店，通过自己的切身体验，探讨星级酒店礼宾员对客服务存在的问题，并提出相应的对策，来提高星级酒店之间竞争有利因素。 关键词 ：酒店；礼宾人员；威斯汀酒店  Abstract As one of the most rapidly developing industries in China, hotel provides a large number of employment opportunities for the society. However, with the further development of market economy, new star hotels keep emerging. As a developing city, the competition of star hotels in Shanghai will be more intense, and the competition of human resources will be more prominent. In particular, the customer service of hotels is the key factor of the competition among star hotels. When you enter a star hotel, you will find two waiters in formal dress smiling to open the door for your arrival. They belong to the hotel concierge department, which is located on the side of the lobby and does not attract attention. However, they are the first department to contact guests, so they are called the facade of the hotel and become an indispensable department of every hotel. This paper aims at the star hotels that I have practiced, through my own personal experience, discusses the problems of concierge in star hotels in customer service, and puts forward the corresponding countermeasures to improve the competitive advantages of star hotels. Keyword：hotel; concierge staff; luxury hotel in Shanghai, Hongta; problem; countermeasure;  目 录 TOC \o 1-3 \h \z \u 前言 4 一、相关概念 5 （一）礼宾 5 （二）礼宾部 5 （三）礼宾礼仪 6 二、威斯汀酒店礼宾部服务质量现状及存在的问题 8 （一）现状 8 （二）存在的问题 8 1.缺乏主动对客服务意识 8 2.礼宾部员工专业技能水平较低 8 3.忽略细节的服务 9 三、分析问题存在的原因 9 （一）员工个人素质问题 9 （二）忽略细节的服务 10 （三）员工工作压力大 10 （四）酒店确保服务质量的“硬件”和“软件”不匹配 11 四提升威斯汀酒店礼宾部服务质量对策 11 （一）改进服务态度 11 （二）注重细节 11 （三）建设一