酒店前厅服务质量管理优化研究-以福建鲤鱼洲国宾馆为例

摘 要随着我国市场经济的发展和经济全球化进程的加快，酒店业也产生了变化多端的竞争。本文通过问卷调查对福建鲤鱼洲国宾馆的顾客进行了调查，发现该酒店前厅部服务中存在设施设备质量、待客态度、服务技能、夜间服务、个性化服务和服务效率上的不足。结合前厅部服务质量的真实情况提出了改善前厅服务的设施设备质量、提高前厅员工的工作技能、工作效率、待客态度、个性化服务水平和夜间服务水平、改善酒店前厅的环境氛围针对性对策。关键词：前厅服务质量；顾客满意度；鲤鱼洲国宾馆AbstractWith the development of China's market economy and the acceleration of the process of economic globalization, the hotel industry has also produced a variety of competition.This paper investigates the customers of The Carp Islet Resort through questionnaire survey， It is found that there are deficiencies in the service of the front office department of the hotel, such as the quality of facilities and equipment, hospitality attitude, service skills, night service, personalized service and service efficiency.Combined with the real situation of the service quality of the front office department, this paper puts forward some countermeasures to improve the facilities and equipment quality of the front office service, improve the work skills and work efficiency of the front office staff, hospitality attitude, personalized service level and night service level to improve the environment and atmosphere of the front office of the hotel.Key words: front office; Service quality; Customer satisfaction; The Carp Islet Resort.目 录1 引 言 ..........................................11.1 研 究 背 景 及 意 义 ........................................11.1.1 研 究 背 景 .............................................11.1.2 研 究 意 义 .............................................11.2 国 内 外 研 究 综 述 ........................................21.2.1 国 外 ...