万豪酒店客户关系管理研究[毕业论文]

本科毕业论文（ 20_ _届)万豪酒店客户关系管理讨论摘 要:酒店业是管理和信息化都走在诸多行业前列的行业,也是一个典型的服务行业，酒店的进展和利润来自客户的不断光顾。我国自改革开放以来,旅游业迅猛进展，因此带动的酒店业也飞速扩张，导致供过于求的局面。面对近年来我国酒店住宿率一直徘徊在低水平上的局面 ,客户关系管理成为了酒店核心竞争力的一部分。本文结合万豪酒店的客观情况，分析万豪酒店目前存在的问题,提出了相应的改进方案,希望有助于万豪酒店在我国更好地进展。 关键词：万豪酒店;客户关系管理;核心竞争力；改进方案Study on Customer Relationship Management of Marriott Hotel Abstract： As one of the typical service industries， hotel enterprises live totally on their customers。 Hotels are developing so quickly in China that there more hotels put into use than needed。 Due to the competition between hotels ， those who build up good relationship with their customers will win the market and profits 。 CRM is an issue that every hotel must take into consideration. That means that meeting the customers' requirements is the base of hotels' management。 That's why the CRM concept is introduced into hotel. Therefore，the ability of managing customer relationships in an effective way is a sharp weapon to build up the competitive edge of a hotel 。 Considering the actual status of Marriott Hotel ， and through analyzing Problems the hotel exists, this article puts forward corresponding improvement plan and wish to contribute to better development of Marriott Hotel in China 。 Key words: Marriott Hotel； Customer relationship management； Core competitiveness ；Improvement program 目 录一、万豪酒店现状分析………………………………………………………………… 1（一）万豪酒店简介……………………………………………………………………1（二）万豪酒店存在的优劣势分析……………………………………………………2二、万豪酒店客户关系管理现状分析...