论饭店特色个性化服务.doc

摘 　要激烈的竞争让企业管理者们开始关注如何使产品更好地满足不同顾客的需求。随着饭店业的发展进步，特色化服务逐步以鲜明的针对性和灵活性成为一种趋势，提供特色化服务已成为饭店竞争的新形式，饭店要以这种新形式构建自己的服务品牌，是饭店提升核心竞争力的主要途径。文章从入手，阐述了饭店实施特色化服务的现实意提出了特色化服务项目的实施方法。Maslows hierarchy of needs Abstract Entrepreneur have begun to pay more attention to how to make products meet the needs of different customers better because of the fierce competition. With the development of hospitality hotel industry,services with clear aim and flexibility become a trend gradually and providing particular service has become a new form of competition in the hotel industry. The hotel could build their own brand and improve the core competitiveness in this way. This Article elaborates the significance of providing particular service on the basis of Maslows hierarchy of needs and puts forward how to impelment. Key word: level of demand;hospitality industry;special service 目 录 前言·································································1 一、饭店特色服务的理论依据···········································2 （一）马斯洛需求层次的内涵以及在饭店服务中的体现·················3 1.生理需要····················································3 2.安全需要····················································3 3.社会需要····················································3 4.尊重需要····················································3 5.自我实现需要················································3 二、特色服务在饭店服务质量管理中的重要地位和作用······················5 （一）特色服务的内涵··············································5 （二）特色服务的重要作用·········································5 1.有利于增强酒店竞争力········································5 2.有利于提高经济效益··········································6 3.有利于培养顾客忠诚度，取得竞争优势··························6 4.有利于寻找新机会············································6 5.有利于树立良好形象··········································6 三、我国饭店服务发展现状··············································7 （一）我国饭店服务的发展历程及趋势································7 1.被动服务····················································7 2.规范化服务··················································7 3.标