旅游管理--XX饭店服务质量存在的问题及对策探究.docVIP

PAGE PAGE III XX饭店服务质量存在的问题及对策探究 摘 要：随着人们生活水平的逐渐提高，价格不再是人们选择饭店的主要因素。他们更关心的是舒适的住宿条件，以及员工是否微笑和被尊重。饭店也意识到他们不能在低价的基础上扩大顾客。只有重视员工培训，提高员工素质，才能提高服务质量，开拓市场，扩大市场份额。在注重服务质量提升的同时，顾客对服务质量也提出了更高的要求。 就近几年的情况来说，国家大力发展第三产业，即服务业。国家的关注给服务业带来了春天，当然也给酒店业带来了春天。对于竞争激烈酒店业来说，没有优质的服务就像没子弹上膛的枪一样，没有优质服务酒店也会大浪淘沙被淘汰掉。随着酒店服务需求的不断增加，酒店需要不断提高服务水平和质量，以赢得客户的青睐，从而获得酒店自身的经济效益。 服务质量是饭店的生命线，在强调“顾客至上，服务是金”的饭店企业，服务质量的好坏决定着顾客的满意度和它的利润。提高服务质量可以确保饭店企业和顾客双赢。本文首先阐述了饭店服务的概念和特点、饭店服务质量的含义和内容等基本理论知识；接着以XX饭店为例，通过分析该饭店服务质量的现状，指出饭店在服务质量方面存在的主要问题；最后为了全面提升饭店的整体水平和服务质量，追求饭店经营良好的经济效益，提出了XX饭店服务质量管理的提升策略，以此为饭店行业的服务质量管理提供参考和借鉴。 关键词：饭店服务；服务质量；质量管理；XX饭店  Absrtact: With the gradual improvement of peoples living standards, price is no longer the main factor for people to choose a hotel. They are more concerned about comfortable accommodation and whether employees smile and are respected. Restaurants are also aware that they cant expand on the lower prices. Only by paying attention to staff training and improving staff quality can we improve service quality, expand market and expand market share. While paying attention to the improvement of service quality, customers also put forward higher requirements on service quality. In recent years, the country vigorously developed the tertiary industry, that is, the service industry. National attention has brought spring to the service sector, and certainly to the hospitality industry. For the highly competitive hotel industry, no quality service is like an unloaded gun, no quality service hotel will be eliminated. With the increasing demand for hotel services, the hotel needs to constantly improve the level and quality of service to win the favor of customers, so as to obtain the hotels own economic benefits. Service quality is the lifeline of a hotel, in the emphasis on customer first, service is gold hotel enterprises, service quality determines the satisfaction of customers and its profit. Improving service quality can ensure a win-win situation for both hotel enterprises and cu