摘 要 本文通过对福建省鲤鱼洲酒店的调查研究，基于酒店餐饮部服务质量现状及对策研究评价，主要包含了其食品质量、服务态度、服务规范、个性化服务、就餐环境、硬件设施等，根据实际情况提出提高餐饮服务质量的有效解决方法，如创新具有特色的菜品，丰富菜品内容和形式，提供优质食材；改善顾客用餐环境，提升餐厅舒适感；提升有形硬件设施质量，维护及更新设施设备；制定合适的服务标准和规范，提高员工专业服务技能；有计划的开展员工培训，培养员工主动服务的意识；重视顾客多方面需求，提供个性化服务；提高员工工作满意度，保证服务质量；以此来提升客人的感知价值从而提高酒店服务质量。关键词：对策研究；服务质量；酒店Abstract Based on the investigation and research of liyuzhou hotel in Fujian Province, and based on the current situation of service quality and the evaluation of countermeasures, this paper mainly includes its food quality, service attitude, service standard, personalized service, dining environment, hardware facilities, etc., and puts forward effective solutions to improve the service quality of catering according to the actual situation, such as innovating characteristic dishes and enriching dishes Product content and form, provide high-quality food materials; improve the dining environment of customers, improve the comfort of the restaurant; improve the quality of physical hardware facilities, maintain and update facilities and equipment; develop appropriate service standards and specifications, improve professional service skills of employees; carry out employee training in a planned way, cultivate the awareness of employees' active service; pay attention to the needs of customers in many aspects, and provide personalized services Improve employee satisfaction and ensure service quality, so as to enhance the perceived value of guests and improve the service quality of the hotel.Key words: countermeasure research; se...
