摘 要酒店前厅部是酒店对客服务的第一窗口，其服务质量是衡量酒店整体形象和经济效益的重要因素。本文通过对泉州爱乐国际酒店前厅服务质量进行研究，调查分析相关数据，发现爱乐国际酒店存在前厅部礼宾部员工对客服务意识不足，专业技能素质不高，服务态度不够，不能满足客人的需求，未能做到充分尊重客人等问题 ，因此爱乐国际酒店应当做好前厅服务人员培训，增强员工服务意识，提高前厅服务质量，提高酒店整体形象，从而创造更高的经济效益。关键词：泉州爱乐国际酒店；酒店前厅；服务质量；整体形象AbstractThe front office of the hotel is the first window for the hotel to serve guests. Its service quality is an important factor to measure the overall image and economic benefits of the hotel. Based on the research on the front office service quality of Quanzhou Aile International Hotel and the investigation and analysis of relevant data, this paper finds that there are some problems in the front office of Philharmonic InternationalKey words: Quanzhou Aile International Hotel;Hotel lobby;Service quality;Overall image目 录1 概 述.........................................................11.1 研究背景........................................................11.2 研究意义........................................................21.2.1 现实意义......................................................21.2.2 理论意义......................................................21.3 国内外研究现状..................................................21.3.1 国内研究现状..................................................21.3.2 国外研究现状..................................................41.4 研究内容及方法..................................................41.4.1 研究内容......................................................41.4.2 研究方法......................................................51.4.2.1 文献资料法..................................................51.4.2.2 问卷调查法..................................................51.4.2.3 访...
