摘 要我国的经济发展越来越好，市场经济越来越健全，随之而来酒店行业在经济环境不断变好的带动下不断发展的同时，酒店行业的市场竞争的压力和对酒店企业提出的要求都更加巨大，并且随着消费者对消费品质量需求和对消费个性化的追求，也导致消费者对酒店的服务质量要求越来越高，酒店的服务质量受消费者消费导向的影响也更多的受到酒店管理的重视。标准化的服务已经难以满足顾客的基本要求了。本文通过对宁德富力万达嘉华酒店服务质量进行研究，通过实地考察与问卷调查，发现酒店的一线服务人员服务质量普遍不高，酒店在整体服务设计上也缺乏为客户设计个性化服务，缺乏酒店特有的服务特色，分析影响服务质量的相关原因，对于不同的导致酒店服务质量的问题提出相应的措施包括实行首问责任制，加强员工管理、完善酒店的培训、奖惩等激励制度、加强个性化服务以顾客需求为中心、加强督导管理。关键词：多元需求；服务质量；富力万达嘉华AbstractChina's economic development is getting better and better, and the market economy is becoming more and more sound. As the hotel industry continues to develop under the continuous improvement of the economic environment, the pressure of the market competition of the hotel industry and the requirements placed on hotel companies Both are more huge, and as consumers' demand for consumer quality and personalized consumption also leads to higher and higher requirements for hotel service quality, hotel service quality is also more affected by consumer consumption orientation The attention of the hotel management. Standardized service has been difficult to meet the basic requirements of customers. In this paper, through research on the service quality of Ningde R & F Wanda Realm Hotel, through field investigations and questionnaire surveys, it is found that the service quality of the first-line service staff of the hotel is generally not high, and the hotel also lacks in the overall service design. Unique service characteristics, analyze the re...
