旅游管理本科-論酒店客房服務(wù)質(zhì)量與發(fā)展趨勢(shì)——以深圳大梅沙京基海灣大酒店為例(已修改)
2025-02-22 01:51 本頁(yè)面
【正文】 Ⅰ 論酒店客房服務(wù)質(zhì)量與發(fā)展趨勢(shì) —— 以深圳大梅沙京基海灣大酒店為例 摘要 :客房是客人休息的場(chǎng)所，也是酒店為賓客提供的主要服務(wù)產(chǎn)品。客人在酒店停留時(shí)間最長(zhǎng)的地方就是客房，而客房帶來的收入更是占了大部分酒店?duì)I業(yè)收入的一半以上。因此，酒店客房服務(wù)質(zhì)量的高低，不但是酒店整體服務(wù)質(zhì)量的反映，還直接影響到酒店的營(yíng)業(yè)收入。本文以實(shí)習(xí)的大梅沙京基海灣大酒店為例，探討了對(duì)客房服務(wù)質(zhì)量進(jìn)行管理的重要意義，并以案例的形式闡述了案例酒店在客房服務(wù)中存在的一些問題，并據(jù)此提出了一些解決對(duì)策。 關(guān)鍵詞 : 酒店 客房 服務(wù)質(zhì)量 發(fā)展趨勢(shì) Ⅱ Discussing On The Hotel Room Service Quality And Developing Trends Taking King Key Palace Hotel Shenzhen as Example Abstract: The rest room is the place, and also the hotel to provide the services products. the guests at a hotel for the longest time, but it39。s room to the ine is more occupied most of the hotel business ine. therefore, more than half of the hotel room service quality, and not only to the hotel overall service quality, but in directly affect public revenue. this article to the Dameisha BeijingHai Bay Hotel for example, to the quality of service for control Keywords: Room Service。 Quality of service。 Development tendency Ⅲ 目錄 1 引言 ............................................................................................................................. 1 2 酒店客房的服務(wù)質(zhì)量概述 .............................................................................................. 1 酒店客房 ............................................................................................................ 1 客房服務(wù)在酒店中的重要性分析 ......................................................................... 2 對(duì)酒店客房服務(wù)質(zhì)量進(jìn)行管理的意義 .................................................................. 2 幫 助酒店明確自身服務(wù)質(zhì)量的優(yōu)劣勢(shì) .......................................................... 2 樹立以顧客的需求為中心的管理意識(shí) .......................................................... 3 能夠提高員工滿意度 .................................................................................. 3 幫助酒店樹立“全面質(zhì)量”的觀念 ............................................................. 3 3 大梅沙京基海灣大酒店客房服務(wù)質(zhì)量現(xiàn)狀分析 .............................................................. 4 服務(wù)欠缺標(biāo)準(zhǔn)化 ................................................................................................... 4 服務(wù)過于程序化 ................................................................................................... 5 服務(wù)質(zhì)量水平較低 ............................................................................................... 6 酒店部門協(xié)調(diào)性差 ............................................................................................... 6 4 客房服務(wù)質(zhì)量的提升對(duì)策以及發(fā)展趨勢(shì)分析 ................................................................... 7 服務(wù)質(zhì)量必須標(biāo)準(zhǔn)化以及規(guī)范化 .......................................................................... 8 標(biāo)準(zhǔn)化和個(gè)性化有機(jī)結(jié)合 ........................................................................... 9 個(gè)性化服務(wù)的措施 ...................................................................................... 9 服務(wù)過程需要程序化 .......................................................................................... 10 完善高星級(jí)酒店服務(wù)質(zhì)量管理體系 ..................................................................... 10 提高酒店內(nèi)部協(xié)調(diào)性 .......................................................................................... 11 酒店客房服務(wù)發(fā)展趨勢(shì) ...................................................................................... 11 項(xiàng)目豐富化 ...............................................
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