星级酒店自助餐发展现状研究.docVIP

PAGE 浅析星级酒店自助餐服务质量管理 摘 要 服务质量,是饭店管理理论与实践中的永恒话题。 同时,由于人们生活水平的日益提高,饭店对对客服务质量的要求也越来越高。自助餐是一种以宾客自我服务为主的用餐方式，星级酒店对自助餐的服务质量要求自然更高。从实践角度来说,了解客人对自助餐所重视的关键因素,从而提高投入成本的产出效率,对于饭店经营来说意义重大。本文将以此为出发点对星级酒店自助餐服务质量管理进行研究。 关键词 星级酒店；服务质量管理；自助餐 Stars Hotel buffet service quality management Abstract Service quality is an eternal topic in hotel management theory and practice. At the same time, Because peoples living standard is increasing day by day,The hotel is also getting higher and higher to the quality of service . The buffet is a kind of dining way which is based on self serving, Stars Hotel on the quality of service for the buffet is more natural. From a practical point of view, to understand the key factors that guests pay attention to the buffet, so as to improve the efficiency of investment in the production of the hotel management, the significance of the important. This article will take this as the starting point to the Stars Hotel buffet service quality management to carry on the research. Key Words Stars Hotel;Service quality management;Buffet 目录 TOC \o 1-3 \h \u HYPERLINK \l _Toc6653 一、引言 PAGEREF _Toc6653 1 HYPERLINK \l _Toc21979 二、星级酒店服务质量现状 PAGEREF _Toc21979 1 HYPERLINK \l _Toc8415 （一）服务流程不熟悉 PAGEREF _Toc8415 1 HYPERLINK \l _Toc29358 （二）服务人员服务意识不够强 PAGEREF _Toc29358 1 HYPERLINK \l _Toc6299 1、不能即时引领顾客 PAGEREF _Toc6299 2 HYPERLINK \l _Toc30964 2、不能积极主动服务 PAGEREF _Toc30964 2 HYPERLINK \l _Toc13566 三、服务质量问题分析 PAGEREF _Toc13566 2 HYPERLINK \l _Toc12110 （一）服务人员忠诚度不高 PAGEREF _Toc12110 3 HYPERLINK \l _Toc9218 （二）工作的被迫行 PAGEREF _Toc9218 3 HYPERLINK \l _Toc3628 （三）服务技能欠缺 PAGEREF _Toc3628 3 HYPERLINK \l _Toc23882 1、新员工培训力度不够 PAGEREF _Toc23882 3 HYPERLINK \l _Toc21455 2、培训程序不够规范 PAGEREF _Toc21455 4 HYPERLINK \l _Toc24214 四、解决服务质量问题的方法 PAGEREF _Toc24214 4 HYPERLINK \l _Toc25964 （一）制定规范化的服务质量规程 PAGEREF _Toc25964 4 HYPERLINK \l _Toc17624 （二）培养高素质服务人员 PAGEREF _Toc17624 5 HYPERLINK \l _Toc20093 1、注重形象和礼仪 PAGEREF _Toc20