提高酒店员工服务质量的方法研究 毕业论文.doc

提高酒店员工服务质量的方法研究 内 容 摘 要 随着服务业在社会主义市场经济中地位的上升，服务质量也日益成为国内外学者研究的重点。我国加入WTO后，作为在服务行业占有特殊而重要地位的酒店行业，它的服务质量正随着全球旅游总人数的增加以及酒店数量的增加而变得越来越重要。在当今社会，随着生活质量的提高，客人对酒店服务质量的要求逐渐多样化与特殊化。酒店服务质量不仅包括设计独特的大楼、齐全的设施设备、舒适温馨的客房等有形产品，还包括服务员的服务态度、服务技能等无形产品。对于酒店而言，其竞争力很大程度上归结于酒店竞争的核心——服务质量，而酒店的服务质量则更多的取决于与客人直接接触的一线员工，因此，酒店员工的服务质量成为酒店提高竞争力的最为关键的因素。在这种现实基础上，本文研究了提高酒店员工服务质量对酒店发展的必然性，然后通过分析目前我国酒店行业员工服务质量管理的现状及问题，最后提出提高酒店员工服务质量的对策。 关 键 词 酒店服务质量;服务质量管理；必然性；现状及问题；对策 Title：Improve the management level of the hotel staff’s service quality Abstract With the rise of the status of services in the socialist market economy, the quality of service is also increasingly become the focus of the study of domestic and foreign scholars. After Chinas accession to WTO, hotel industries occupies a special and important position in service industry, its service quality is becoming more and more important with the increase of the total number of global tourism and increase in the number of hotels. In the modern society, with the improved quality of life, the guests requirement about the quality of service in the hotels progressively diversification and specialization. The quality of service in the hotels includes not only the tangible product of the unique design of the building, complete facilities and equipment, comfortable and cozy rooms, but also the invisible product of the waiters service attitude and service skill. For the hotel, its competitiveness largely put down to the core of competition of the hotel---service quality, the quality of hotel services depends more on the front-line staff ,who in direct contact with the guests, so the most critical factor of improving competitiveness is enhancing the hotel staffs service quality. In this reality basis, this paper studies the necessity of improving the hotel staff’s service quality for the hotel development, and then by analyzing the current situation and problem of hotel industry employee service quality management in our country, finally put forward counte