【正文】 er more varied routes and frequency of sailing, he says. 。s pretty easy at sea Luxury hotel in an exwarship, Tianjin Children enjoy activities in the children39。s not have any talk of mutiny on this ship, he jokes. Always remember: You are outnumbered.They are safe, easy and family friendly, no wonder growing numbers of people are spending their vacations on a cruise ship. Zhou Wenting goes aboard. Imagine spending a holiday in a place where your every whim is catered for, where the sun and the ocean are on your doorstep and delicious food is served around the clock. You can go shopping in stores that have rock bottom prices, and if you grow tired of all the pampering, your bed is available anytime. You can travel with the whole family too, because there are activities tailored to suit all age groups. A vacation on an elegant cruise liner will meet the desire for an exotic experience, but will also be an enjoyable travel experience when acpanied by young children or elderly parents. Familyfriendly, safe and secure, cruise vacations have bee very popular in China. During the uping National Day Golden Week holiday, from Oct 1 to Oct 7, many families will board a ship to enjoy an exciting holiday at sea. The development of the cruise industry in recent years has been impressive. Statistics from the China Cruise and Yacht Industry Association show Chinese residents made million trips on cruise liners last year, pared with nearly 10,000 in 2022. The association predicts the market will continue to boom in the next two years. Residents of Shanghai, the city th at boasts the largest cruise ports of the four on the Chinese mainland, are more likely to book cruises than people in other parts of the country, according to a report published by Baidu Inc39。m slightly surprised to find that quite a few passengers have not only cruised with Silversea before, but rather often. At one reception, a Japanese lady gets applauded as the passenger aboard having the most cruise days with the line: 860! That39。ll e to seeing this fearsome creature on this voyage around southern Greenland. Tomorrow we39。t do that on the QEII. That flexibility is essential to the expedition ships and cruises offered by Silversea. Whilethe line offers the more traditional cruises focused on shipboard entertainment and portcalls for shopping and nightlife, the expedition variety is targeted at more adventuroussouls.We started these as outings to more outofthe way places, specifically the Arctic and theAntarctic, for active travelers who wanted to learn about and explore wilder places upclose,says parking your butt in a deck chair is your idea of a deluxe cruise, you39。re looking at rocks that are 2 billion years old. Some of the harsh striations have been dated to the tectonic plate shifts of 65 million years ago that broke up the Earth39。s how our shipboard naturalist John Fonseca describes the slushy ice that the Silver Explorer is plowing through as we enter Greenland39。將全面客人滿意管理體系引用到酒店行業(yè)中。 第五章 總結(jié) 個(gè)性化服務(wù)已成為當(dāng)前酒店業(yè)核心競爭力和追求的新目標(biāo)，代表著酒店服務(wù)的最高水準(zhǔn)。在酒店員工為客人提供個(gè)性化服務(wù)過程中，有時(shí)往往由于制度規(guī)范的具體化，束縛了員工的能動性，影響工作效率和服務(wù)質(zhì)量 。才能為客人創(chuàng)造驚喜的機(jī)會。我們國內(nèi)的大多數(shù)酒店，雖然也舉行新員工入職培訓(xùn)，但往往只是例行公事般地了解新員工、了解酒店的各項(xiàng)規(guī)章制度和獎懲條例及對他們下上崗前的崗位技能培訓(xùn)等，對個(gè)性化服務(wù)的培訓(xùn)只限于個(gè)別案例的講解，缺乏經(jīng)驗(yàn)的總結(jié)和推廣。除了一些星級較高的酒店外，酒店行業(yè)整體薪酬水平不高，特別是一線員工工作強(qiáng)度較大、工作環(huán)境欠佳，工酬薪金較低，工作流動性強(qiáng)，員工個(gè)性化服務(wù)的主動性和服務(wù)水平也受到較大影響。完備有效的管理規(guī)章制度是建立現(xiàn)代個(gè)性化服務(wù)的前提和必要條件，是挖掘酒店潛力、發(fā)揮公司的效果、激發(fā)員工工作的積極性、增強(qiáng)公司的凝聚力、樹立酒店的良好形象、全面強(qiáng) 化競爭力的根本保證。尤其足對飯店的?？?，要詳細(xì)記錄他們的職位頭銜、消費(fèi)偏好、文化差異、禁忌、購買行為特征，住店行為等等，形成客人的客史檔 案，當(dāng)客人再次入住時(shí)可以給予特別的關(guān)照。優(yōu)秀的酒店客房管理系統(tǒng)操作方便，靈活性好，系統(tǒng)安 全性高，運(yùn)行穩(wěn)定。要細(xì)化量化個(gè)性化服務(wù)的績效考核指標(biāo)，使績效考核有 的放矢，因此應(yīng)按照現(xiàn)代人力資源管理理念加強(qiáng)工作分析和職位分類工作，針對不同部門。其次，耍堅(jiān)持“激勵”和“約束”相融合。 第四章 酒店 個(gè)性化服務(wù)管理存在的問題解決對策 加強(qiáng)員工的培訓(xùn)，彌補(bǔ)管理漏洞 加強(qiáng)管理人員培訓(xùn)，讓管理人員了解更多的企業(yè)文化和管理人員具體的職責(zé)與目標(biāo)，記錄員工發(fā)揮主觀能動性，完善管理人員工作成效獎懲制度，進(jìn)行充分必要的授權(quán)，使管理人員具備更大的自我決定感和集體參與感。其次，管理人員和一線員工之間缺乏交流，等級觀念明顯，很難給員工創(chuàng)造一種“酒店如家”的感覺，員工缺乏為這個(gè)“家 ”極力奉獻(xiàn)的使命感，做事被動應(yīng)付，服務(wù)不能到位。提升酒店競爭力。有些人錯誤地認(rèn)為個(gè)性化服務(wù)只是專門為某 VIP特殊顧客提供特別服務(wù)，例如有身份、有名氣、有地位、給酒店帶來很大貢獻(xiàn)的 第 12 頁 共 （ 16） 頁 顧客。優(yōu)秀的個(gè)性化服務(wù)無法起到帶動和示范作用。服務(wù)水平不高，服務(wù)明星罕見。 酒店的薪酬獎勵機(jī)制不夠完善 酒店在員工的薪酬獎勵機(jī)制方面沒有進(jìn)行具體的完善和規(guī)劃，當(dāng)員工的能力和業(yè)績達(dá)到一定的程度的時(shí)候酒店沒有明確的獎勵機(jī)制對表現(xiàn)突出和業(yè)務(wù)能力較強(qiáng)的員工進(jìn)行獎勵和表揚(yáng)，以至于久而久之員工會出現(xiàn)工作狀態(tài)怠慢的情況，長久發(fā)展子下去就會影響到酒店的整體利益。比如員工操作上的不 第 11 頁 共 （ 16） 頁 一致將導(dǎo)致顧客滿意度的下降和應(yīng)對突發(fā)的事件不能有一個(gè)迅速的妥善的處理。于是，總是加強(qiáng)對員工的管理和給員工更高的要求，以至于漠視了對領(lǐng)導(dǎo)者的管理。 （ 6）、建設(shè)一支高素質(zhì)的員工隊(duì)伍 高素質(zhì)員工是個(gè)性化服務(wù)的重要基礎(chǔ)之一?？腿颂岢鼍频暌?guī)范中沒有的東西并不說明客人不需要。所以酒店必須首先滿足顧客的需求，以需求為導(dǎo)向提供服務(wù)，才能留住顧 客。所謂家，是指人可以根據(jù)自己的習(xí)慣而放松的場所，作為家外之家的酒店應(yīng)該令顧客感到溫馨、安全與舒 適，提供個(gè)性化服務(wù)正可以使顧客充分地感受到這一點(diǎn)。顧客的需求多種多樣，顧客的 愛好與要求往往會與酒店的規(guī)定有所不同。但顯而易見，在這個(gè)企業(yè)宗旨里面，恰恰忽略了最重要的環(huán)節(jié)即生產(chǎn)過程，因?yàn)榉?wù)的源頭是生產(chǎn)，沒有對生產(chǎn)過程的高度重視，就不可能形成酒店的優(yōu)質(zhì)服務(wù)！因此，酒店企業(yè)必須首先通過生產(chǎn)產(chǎn)品并 形成價(jià)值，再通過其服務(wù)過程的有效活動來增加其產(chǎn)品的附加值和形成新的產(chǎn)品價(jià)值，并且只有大大提高顧客的滿意程度才能實(shí)現(xiàn)其產(chǎn)品和服務(wù)的價(jià)值。 樹立良好的品牌形象，在競爭中取勝 急客人所急，及時(shí)、準(zhǔn)確地提供特殊服務(wù)，往往成為樹立酒店良好形象的契機(jī)。在這種情況下，就要求服務(wù)員適當(dāng)偏離標(biāo)準(zhǔn)操作程序