浅析餐饮个性化服务_毕业论文.pdfVIP

浅析餐饮个性化服务_毕业论文 河南工程学院毕业论文 摘 要 随着餐饮市场的快速发展，消费者对餐饮服务的需求也不断地发生变化,对个 性化服务的需求已突现出来，并在很大程度上反映了一个酒店的服务质量.由于顾 客的多样性,使得人们对餐饮服务质量的判断没有统一标准，能提供即时、灵活、 体贴入微的服务,比以往的规范化服务更具有竞争力，更具超前意识，所以作为酒 店直接面向顾客营业的一线部门，餐饮部做好个性化服务就显得更为重要. 关键词： 餐饮个性化服务 维多利亚大酒店 重要性 问题 - I - 河南工程学院毕业论文 Abstract With the rapid development of catering market and consumer to food service demand is constantly changing， the individualized service demand already dash forward show up, and largely reflects a hotel service quality. Due to the diversity of the customer， make people for food and beverage service quality judgment not unified standards， can provide instant， flexible and considerate service， the standardization service than ever more competitive, more advanced consciousness, so as the hotel directly facing the customers of a line of business department， food do personalized service becomes even more important。 In this paper, the food of individualized service of analysis of the current situation， and according to the Victoria hotel eight months internship experience, try to reflect now catering personalized service problems, and how to undertake personalized service and puts forward some Suggestions. Key works： Catering personalized service Victoria hotel importance question 河南工程学院毕业论文 目 录 前 „„„„„„„„„„„„„„„„„„„„„„„„„„„„„1 言 一、餐饮个性化服务„„„„„„„„„„„„„„„„„„„„„„1 (一)个性化服务的意义„„„„„„„„„„„„„„„„„„ 1 （二）个性化服务在餐饮服务中的应用„„„„„„„„„„„„„2 二、维多利亚大酒店 缺乏个性化服务的原因分析„„„„„„„„„ 3 （一)硬件方面的问题„„„„„„„„„„„„„„„„„„„„3 （二）软件方面的问题„„„„„„„„„„„„„„„„„„„„3 1. 管理人员素质不高„„„„„„„„„„„„„„„„„„„4 2. 缺乏客户特殊需求资料„„„„„„„„„„„„„„„„„4 3。 工作服务中缺乏个性„„„„„„„„„„„„„„„„„„4 4。 部门之间缺少合作„„„„„„„„„„„„„„„„„„„5 5。 机械管理，缺乏弹性„„„„„„„„„„„„„„„„„„5 6.包厢装修风格陈旧，与社会需求脱节„„„„„„„„„„„5 三、提高维多利亚大酒 店个性化服务措施„„„„„„„„„„„„6 （一)人性化管理„„„„„„„„„„„„„„„„„„„„„6 （二）完善酒店信息管理系统„„„„„„„„„„„„„„„„„7 （三）个性化服务制度化„„„„„„„„„„„„„„„„„„„7