浅论酒店的优质服务以微笑服务为例Word格式.docx
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是酒店业的生命。
在现代市场经济条件下和酒店行业的激烈的市场竞争中,
酒店所提供的产品就是服务。
谁能始终提供优质服务,谁就能兴旺发达;
谁要提供劣等服务,谁就必然被淘汰出局。
因此,经营管理和优质服务是
现代酒店业生存和发展的两大车轮。
酒店员工要提供优质服务,提高服务
质量,就必须具有强烈的服务意识,就必须掌握广泛而丰富的专业服务知
识和质量标准。
在当今的新经济形势下,早有专家断言:
未来的企业竞争就是服务竞
争,服务体系的完善程度,服务质量得优劣程度以及由此带来的顾客对品
牌得综合满意度,将成为未来竞争强弱立判得最大试金石。
微笑服务,并不仅仅是一种表情的表示,更重要的是与顾客感情上的
沟通。
当你向顾客微笑时,要表达的意思是:
“见到你我很高兴,愿意为
您服务。
”随着生活水平的不断提高,人们购买商品、接受服务时,早已
不再局限于物质方面的需求,精神和心理上的满足程度会对消费行为造成
极大影响。
开展微笑服务,将微笑贯穿于服务全过程,满足用户全方面需
求、让用户享受服务就成为服务工作的最大目标。
关键词:
微笑服务、服务质量、机制
酒店管理专业
09
级毕业论文2
Abstract:
The
hotel
industry
is
one
of
the
three
pillars
tourism
industry.Modernhotelindustryistoprovidesocialized
reception
services
through
to
meet
guest
accommodation,
food,
shoppingandrecreationamusementdemandserviceindustry.
Service
quality
life
industry.
In
modern
market
economy
condition
and
fierce
competition
in
market,
provide
products
service.
Who
can
always
high
service,
who
prosperity;
will
shoddy
be
out
game.
Therefore,
business
management
service
survival
development
two
big
wheel.
Hotel
staff
improve
service
quality,
must
have
strong
sense
it
necessary
to
haveextensiveandrichprofessionalserviceknowledgeand
standards.
today'
s
new
economic
situation,
early
experts
say:
the
future
enterprise
competition,
perfect
degree
system,
and
thebadorgooddegreetobringcustomersforbrandto
级毕业论文3
comprehensive
satisfaction,
become
competition
strength
make
biggest
touchstone.
Smile
services,
not
only
a
kind
expression
that
more
important
customer
emotional
communication.
When
you
smile
customer,
express
meaning
is:
\"
nice
you,
willing
serve
for
you.\"
With
continuous
improvement
of
living
standards,
people
buy
goods,
receiving
no
longerlimitedtotheneedsofmaterial,spiritualand
sychologicalsatisfactionwillbemadeagreatimpacton
consumer
behavior.
Carry
smiling
run
through
whole
process
user
requirements,
let
alluserstoenjoyservicewillbecomethebiggesttarget
work.
Key
words:
smile
servicesservice
qualitymechanism
级毕业论文4
一、微笑服务
.............................................................................................................................5
(一)微笑服务的意义
............................................................................................................5
1.微笑服务是一种魅力......................................................................................................5
2.微笑服务是一种力量......................................................................................................5
(二)微笑服务的现状
............................................................................................................6
1.只见笑脸不见服务..........................................................................................................6
2.只见耐心不见笑脸..........................................................................................................7
3.皮笑肉不笑......................................................................................................................7
4.服务质量参差不齐..........................................................................................................7
二、导致酒店微笑服务差的原因
.............................................................................................7
(一)员工服务意识淡薄
........................................................................................................7
(二)酒店管理机制存在问题
................................................................................................8
(三)酒店培训机制存在问题
(四)酒店存在明显的阶级性
(五)客人素质良莠不齐
........................................................................................................9
(六)员工对微笑服务的认识不正确
....................................................................................9
(七)员工流动率高
................................................................................................................9
三、如何提高微笑服务
...........................................................................................................10
(一)加强培训机制
............................................................................