酒店管理-浅析酒店个性化服务.docVIP

PAGE PAGE III 浅析酒店个性化服务 摘 要 随着体验经济的到来，饭店顾客的消费观念发生了变化。他们不再满足于更多的物质产品，而是越来越注重购买和消费过程中的精神享受和社会愉悦。纵观中国的星级酒店，形成了较大的市场规模，但酒店业的竞争仍处于较低水平，经营状况与行业的整体发展势头不符。因此酒店有必要在提升顾客体验质量的基础上，在为客人提供规范化、标准化的服务的同时，寻找到就到服务创新的途径，以个性化服务来提升酒店的竞争力，从而使酒店处于不败之地。本文首先对个性化服务的内涵和重要性进行了概述，然后结合天鹅湖大酒店的具体情况分析高星级酒店个性化服务的现状、存在问题以及原因，并在此基础上提出了个性化服务的改进措施。 关键词：高星级酒店；个性化服务；顾客体验 Analysis of hotel personalized service Abstract With the advent of the experience economy, the consumption concept of hotel customers has changed. They are no longer satisfied with obtaining more material products, but pay more and more attention to the spiritual enjoyment and social pleasure in the process of purchase and consumption. Throughout Chinas star hotels, the formation of a larger market size, but the hotel industry is still at a lower level of competition, business conditions and the industrys overall development momentum is inconsistent. Therefore, it is necessary for the hotel to improve the quality of customer experience on the basis of providing customers with standardized and standardized services, at the same time, to find the way to service innovation, with personalized service to enhance the competitiveness of the hotel, so that the hotel in an invincible position. This paper first summarizes the connotation and importance of personalized service, and then analyzes the current situation, existing problems and reasons of personalized service of high-star hotels based on the specific situation of swan lake hotel, and then puts forward the improvement measures of personalized service. Key words: high-star hotel; Personalized service; Customer experience 目 录 TOC \o 1-3 \h \z \u 28793 摘 要 I 31427 引言 1 25179 一、酒店个性化服务的界定 1 8669 （一）个性化服务的内涵 1 9060 （二）个性化服务的重要性 3 13786 1、创新服务产品，适应消费发展趋势 3 29636 2、树立酒店品牌，培养忠诚顾客 3 27345 3、增强竞争力，赢得竞争优势 3 314 4、增收节支，稳步提高经济效益 4 24961 二、酒店个性化服务现状——以M酒店为例 4 21400 （一）综合服务体验 4 3129 1、酒店注重综合服务体验 4 7832 2、注重顾客体验的创造和设计 5 14315 （二）客房服务 6 11021 1、床上用品的舒适度 6 17156 2、客