目 录摘 要.......................................................................................................................IAbstract.....................................................................................................................II引 言.......................................................................................................................31 酒店个性化服务概述............................................................................................41.1 酒店个性化服务的含义...............................................................................41.2 酒店个性化服务现状...................................................................................42 酒店个性化服务的重要性....................................................................................62.1 增加酒店品牌知名度...................................................................................62.2 提升酒店经济效益.......................................................................................62.3 提高酒店的市场竞争力...............................................................................63 酒店个性化服务与管理现存问题及原因............................................................83.1 员工个性化服务意识不足...........................................................................83.2 酒店对个性化服务培训不足.......................................................................83.3 个性化服务培训与管理投入与回报不成正比...........................................94 酒店个性化服务与管理提升策略......................................................................114.1 培养员工个性化服务能力.........................................................................114.1.1 规范化服务是个性化服务的基础....................................................114.1.2 了解酒店其他部门工作内容............................................................114.1.3 服务具备“超前意识”.......................................................
