论现代酒店的个性化服务—以诸暨耀江开元名都大酒店为例.docVIP

论现代酒店的个性化服务 ——以诸暨耀江开元名都大酒店为例 摘 要：现代酒店业竞争越来越激烈，规范化、标准化服务已不能满足市场需求，实施个性化服务已成为一种必然趋势。本文首先简要介绍关于诸暨耀江开元名都大酒店的概况，从而引出以其为例的个性化服务的探究。接着详细的从其内部设施设备的多样性、实物产品风格的变换性等多方面阐述其个性化服务的表现，指出其个性化服务的差异性、主动性、顾客参与性、情感性等特点并举出相关案例对其进一步阐述。然后从多方面阐述了实施个性化服务的意义、实施个性化服务过程中存在的顾客参与度低，服务员服务积极性不够等问题，并给出相关案例说明。最后针对所存在问题提出相关解决方案，如培养全员营销思想，建立顾客资料库，提高服务员综合素质，建立相关保障机制等，以此来不断完善服务，提高酒店竞争力，使酒店能在激烈的市场竞争中立于不败之地。 关键词：酒店；个性化服务；标准化服务；耀江开元名都大酒店 Discussion on the Modern Hotel＇s Individualized Service ——A Case Study of Yaojiang New Century Grand Hotel,Zhuji Abstract:Modern hotel indury’s competition is more and more fierce, standardized service already cannot satisfy the market demand, pointed out that carrying out the individualized service has become an inevitable trend. This thesis first briefly introduces the zhuji new century hotel and then lead to its personalized service for example of the inquiry. Then from its internal facilities of diversity, physical products style’s transform elaborated their sexual performance of individualized service , and points out that the difference, initiative, customer participation, emotional characteristics and writes down the relevant case and given a further discussion. Then from many aspacts expounding the significance of individualized service, the problem existing in the personalized service process is that the customer participation is low, waiters’ service enthusiasm is insufficient .and offer related cases. Finally, according to the problems puts forward relevant solutions, such as cultivating overall marketing idea, establishes the customer database, improve waiters’ comprehensive quality, and establishing related security mechanism. In order to constantly perfect services, improve the hotel’s competitiveness,which can make the hotel keeping a foothold in the intense market competition. Keywords: Hotel；Individualized Service；Standardized Service；Yaojiang New Century Grand Hotel 前 言 近年来，中国酒店业在飞速发展，国际化的趋势越来越明显。但在进步与发展的同时，相应的问题也在不断出现。酒店服务对象的日益成熟，顾客群体呈现出知识水平高，经验越