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随着经济的进步和社会的发展,在市场竞争异常激烈的旅游酒店服务行业,注重服务和礼仪,往往能为酒店带来相当可观的收益。服务礼仪是酒店从业人员在服务过程中对服务对象表示尊重的一种规范行为,服务礼仪的缺失必然会导致顾客的流失。为此,一个酒店要想获得竞争优势就必须重视服务与礼仪的有效运用,及时发现服务与礼仪的缺失问题,并采取有效措施改进。
With the economic progress and social development, in the extremely competitive market hotel service industry, focusing on service and etiquette, can often bring considerable benefits to the hotel. Service etiquette is a normative act that hotel practitioners show respect to clients in the service process. The lack of service etiquette will inevitably lead to the loss of customers. To this end, a hotel in order to gain a competitive advantage must pay attention to the effective use of services and manners, timely detection of the lack of service and manners, and take effective measures to improve.