酒店客房部服务质量管理存在问题浅析以厦门喜来登酒店客房部为例本科论文 .doc

毕 业 论 文 专业年级： 旅游管理（饭店管理）2004级 题 目：酒店客房部服务质量管理存在问题浅析 --以厦门喜来登酒店客房部为例 中 文 摘 要 “质量是企业的生命”这一观念已成为当代企业的基本共识，对于饭店管理也是如此，在激烈的市场竞争条件下，饭店经营成败的关键在于服务质量。饭店是以建筑物为凭借，通过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饭店服务的一个重要组成部分，其质量高低直接影响饭店服务质量和客房出租率，所以管理人员应该重视客房服务质量管理。本文通过对饭店客房服务质量管理概述、厦门喜来登酒店客房服务质量管理存在的诸如员工服务意识不强、服务程序执行不严格、质量沟通不顺畅等问题及产生这些问题的原因进行探讨和分析，提出了开展零缺陷质量管理、加强客房服务质量协作、重视客房部员工管理等一系列的提高饭店客房服务质量管理的措施。 关键词 旅游管理 质量管理 厦门喜来登酒店 客房服务质量管理 外 文 摘 要 Title Analysis on service quality management problem of Housekeeping Department -- Take the example of sheraton xiamen hotels Housekeeping Department for a problem 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 service.The hotel is by virtue of the buidings,providing accommodation for the guests,and restrautants achieved operating income 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 tental rates, therefore,the hotel managers should pay attention to the quality of room service management.Based on the quality of room service management outlined,some problems such as the staff is not strong sense of service, service procedures is not strict, quality is not smooth communication in sheraton xiamen hotels housekeeping Department and these problems to explore the causes and analysis,adopt for a ZERO-DEFECTS ,Room service quality to strengthen cooperation , Attention to staff management and increase the quolity of service measures. Keywords Tourism Management Quality management sheraton xiamen hotel Room Service Quality Management  目录 1 引言 1 2 客房服务质量管理概述 1 2.1 客房服务质量管理含义 1 2.2 客房服务质