I摘 要本文着重研究晋江佰翔世纪酒店的前厅服务方面，发现在晋江佰翔世纪酒店前厅服务中实际存在的问题，追根溯源，从问题产生的原因开展分析，发现晋江佰翔世纪酒店的前厅服务质量问题主要表现在前厅服务人员专业化水平以及个性化服务体贴客户这三个方面。在前厅服务人员专业化素质方面，服务人员专业化管理培训有所缺乏，忽略细节投入；在个性化服务方面，前厅服务人员对客户的不同需求有所忽视，入住档案缺乏整理。基于此，本文在研究中给出了与问题相对应的优化提升方案，尝试通过相应的优化提升方案来使得酒店的前厅服务质量实现质的提升。以此来帮助提升整个酒店的服务质量水平，增强企业在竞争形势激烈的行业中立于不败之地，与此同时，也是为处于相同形式的同类企业提供具有实操性的优化提升服务质量的新思路新想法，帮助实现行业层面的共同提升为给广大消费者提供更为优质的服务与消费环境。关键词：酒店前厅；服务质量；优化策略AbstractThis paper focuses on the front office service of Jinjiang Century Hotel, and finds out the problems in the front office service of Jinjiang Century Hotel, and traces the source, analyzes the causes of the problems, and finds Jinjiang Century Hotel The quality of the front office service is mainly reflected in the three aspects of the professional level of the front office service staff and the personalized service and considerate customers. In the professional quality of the front office service personnel, there is a lack of professional management training for service personnel, ignoring the details of investment; in terms of personalized service, the front office service staff neglects the different needs of customers, and the check-in files are not organized. Based on this, this paper gives the optimization and improvement plan corresponding IIto the problem in the research, and tries to improve the quality of the hotel's front office through the corresponding optimization and improvement plan. In order to help improve the qu...
