浅析杭州柏悦酒店潮餐厅酒吧.docx

浅析杭州柏悦酒店潮餐厅酒吧 的线上差评管理方法 2020年2月 浅析杭州柏悦酒店潮餐厅酒吧的线上差评管理方法 摘 要 酒店管理过程中，来自网络平台的各种点评，已经是每位管理者重视的一个因素。网络拉进了彼此之间的距离，加速了信息的传播，同样也最迅速的为酒店做了宣传。然而，评论有好评和差评。好评，自然是人人都想得到的，而差评则是被深恶痛绝，咬牙切齿。因此，许多管理者，都通过赠送礼物或其他小优惠的方式来获取好评，消灭差评。然而，害怕差评，想方设法地去消灭差评，其实并不是较好的管理方式。上了点评网的餐厅，一个差评可能就会导致其星级减少，随之而来的就是排位下降、客源减少、营业额下降。面对差评，经营者绝对不能大意疏忽。 为了提高酒店竞争力，在众多酒店当中脱颖而出，使酒店能有长远发展，需要更好的线上差评管理方法。本论文通过研究杭州柏悦酒店潮餐厅酒吧的线上差评管理方法，总结了几项管理中存在的问题，并针对这些问题提出了一些改进策略。为此可以为酒店提高客人的满意度，从而增加酒店的收益，同时也为线上差评管理方法的发展提供了理论依据。 关键词：酒店;餐厅酒吧；线上差评管理方法 Analysis of the management method of online difference evaluation in the Chao Restaurant Bar of Park Hyatt Hangzhou Abstract In the process of hotel management, all kinds of comments from the network platform have been a factor that every manager attaches great importance to. The network has pulled in the distance between each other, accelerated the spread of information, and also made the most rapid publicity for the hotel. However, there are positive and negative comments. Good reviews are naturally what everyone wants, while bad reviews are hated and gnashed. Therefore, many managers, through gifts or other small concessions to get good reviews, eliminate bad reviews. However, it is not a good management way to eliminate the bad evaluation for fear of it. In the restaurant of , a bad evaluation may lead to the reduction of its star rating, followed by the decline of ranking, the decrease of customer sources and the decrease of turnover. In the face of bad evaluation, operators should never neglect. The so-called no wind, no waves, the vast majority of customers, will not give the restaurant bad reviews for no reason. Any restaurant will encounter more or less bad reviews. Negative reviews often have a certain role in supervising the operation of the enterprise, helping the enterprise to find problems, and having a certain significance for long-term operation. Key Words: hotel；restaurantbar；poor evaluation; management method 目录 TOC \o 1-3 \h \u 一、绪论 （一） 研究目的和意义 1.研究目的 2.研究意义