本科论文目 录摘 要....................................................................................................................IAbstract.....................................................................................................................II引 言...................................................................................................................11 北京东方君悦大酒店概况....................................................................................21.1 北京东方君悦大酒店员工服务质量现状...................................................21.2 提高服务质量的重要性...............................................................................22 提高酒店员工服务质量的必然性........................................................................23 北京东方君悦大酒店员工服务质量存在的问题及原因....................................43.1 调查问卷统计分析.......................................................................................43.2 酒店内员工素质偏低...................................................................................93.3 酒店内员工积极性不高.............................................................................103.4 酒店员工服务意识、能力不够全面.........................................................103.5 酒店部门间协调性较差.............................................................................114 北京东方君悦大酒店提升员工服务质量对策建议..........................................114.1 加强对高层管理者和员工的培训.............................................................114.2 实施员工激励政策.....................................................................................124.3 提高酒店内部协调性.................................................................................124.4 根据客户需求加强服务质量标准.............................................................12结 论...................................................................................................
