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论酒店客房服务质量管理

毕业论文

论酒店客房服务质量管理

摘要:“质量是企业的生命”这1观念已经成为当代企业的基本共识,对于酒店管理也是如此,在市场竞争条件下,酒店经营成败的关键在于服务质量。酒店是以建筑物为凭借,通过为客人提供住宿和饮食而取得经营收入的旅游企业,尤其是客房部提供的住宿服务是酒店服务的1个重要组成部分,其质量高低直接影响酒店服务质量和客房出租率,所以酒店管理人员应当像;ぷ约旱难劬1样高度重视客房部。本文通过对酒店客房服务质量的内在涵义、目前我国酒店客房服务质量存在的诸如总体服务水平不高、管理水平不高等问题及其产生这些问题的原因进行探讨和分析,提出了培养和强化客房服务员的服务意识、设计和完善客房服务规程并严格加以贯彻执行等1系列的提高酒店客房服务质量的措施。
关键词:酒店客房;服务质量;服务管理;服务水平

How by improves the hotel room service quality
 
Abstract: "Quality is the life," this concept has become the basic consensus of enterprises, the hotel management is the case, In the competitive market conditions, the hotel business is the key to the success or failure of the quality of services. The hotel is by virtue of the buildings, providing accommodation for the guests, and restaurants achieved operating income of tourism enterprises, Rooms in particular the Ministry of residential services provided by the hotel services is an important component of the its quality will directly affect the quality of service hotel rooms and rental rates, Therefore, the hotel management should be like protecting our own eyes, attach great importance to the Rooms Division. Based on hotel rooms and the quality of services inherent meaning, At present, Chinas hotel rooms and the quality of services such as the overall service level is not high, Higher levels of management problems and these problems to explore the causes and analysis the training and strengthening of the hotel attendants sense of service, Rooms design and improve service order and strictly implement a series of hotel rooms and increase the quality of service measures.
Key word: Hotel room;service quality;Service Management ;service levels

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