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优质的服务质量是饭店可持续发展的生命线,是饭店企业得以生存和发展的坚实基础,是赢得顾客青睐的关键所在。本文对星级饭店服务质量管理所存在的问题进行分析,并在此基础上提出对策。一、服务质量现状(一)个性化服务趋占据主导地位随着经济的发展,我国饭店业得到了迅速的发展,标准化服务水准明显提升。但随着人们眼界的开阔、审美意识的提高和消费层次的攀升,标准化服务很难让顾客真正的满意。而且由于标
Quality of service is the lifeline of the hotel’s sustainable development, is a solid foundation for the survival and development of hotel companies, is the key to winning the favor of customers. This article analyzes the problems existing in the service quality management of star-rated hotels and puts forward countermeasures on the basis of this. First, the status quo of service quality (A) the trend of individualized service dominance With the economic development, China’s hotel industry has been rapid development, standardization service standards improved significantly. However, as people’s vision, aesthetic awareness and consumption levels rise, it is difficult for standardized services to satisfy customers. And because of the standard