摘要改革开放以来,一些关注我国酒店业的国际酒店集团加快了进入我国的步伐,国内的高星级酒店将面临着前所未有的竞争压力和发展机遇。随着高星级酒店集团的不断扩张,相互间竞争变得日益激烈,尤其表现在满意酒店顾客的争夺上。我国部分地区高星级酒店业已经呈现供过于求的态势,未来的顾客竞争将变得更加激烈。这就需要高星级酒店立足于顾客角度,深入挖掘顾客满意的源泉,不断提升顾客满意,这已成为高星级酒店竞争制胜的关键。然而随着中国酒店业不断发展，高星级酒店的不断增多。在国内酒店数量大幅增加的同时，酒店服务质量的问题也越来越突出，酒店之间竞争的重点表现为质量的竞争。本文首先阐述了研究的目的、意义以及研究背景，对高星级酒店和酒店服务质量相关理论做了概述。在此基础上，通过对日照市高星级酒店服务质量现状的分析，找出了该区域酒店业服务质量管理的特点、方法以及服务质量管理过程中出现的问题。日照岚桥锦江是日照市一家五星级酒店，是该区域高星级酒店的典型代表，本文选择日照岚桥锦江为案例，分析了酒店餐饮服务成功的质量管理方法及其存在的问题，针对问题，提出了提高日照市高星级酒店服务质量管理水平的措施。关键词:高星级酒店、服务质量管理AbstractSincethereformandopeningtotheoutsideworld,someattentionofChina'shotelindustryacceleratedthepaceofenteringourcountryinternationalhotelgroup,thedomestichighstarhotelwillfaceunprecedentedcompetitionanddevelopmentopportunities.Alongwiththeexpandinginternationalhotelgroup,eachotherhasbecomeincreasinglyfiercecompetition,especiallyinthehotelcustomersatisfactiononcompetition.Partsofourcountryhighstar-ratedhotelindustryhavebeenrenderedsupplyexceedsdemand,thecustomerwillbecomemorecompetitiveinthefuture.Whichrequireshighstarhotelbasedoncustomerpointofview,todigdeeperintothesourceofcustomersatisfaction,improvecustomersatisfaction,ithasbecomethekeyofwinningthecompetitionininternationalhotel.However,asChina'shotelindustrydevelopment,theincreasingofhighstarhotel.Increaseinnumberinthedomestichotelatthesametime,theproblemofhotelservicequalityisbecomingmoreandmoreserious,thefocusofcompetitionbetweenthehotel,showthequalitycompetition.Thisarticlefirstelaboratedtheresearchpurpose,significanceandtheresearchbackground,therelatedtheoryofcustomersatisfactionandthehotelservicequalityhasmadethesummary.Onthisbasis,throughanalyzingthecurrentsituationofrizhaocityhighstarhotelservicequality,findouttheregionalcharacteristicsandmethodsofhotelservicequalitymanagement,andservicequalitymanagementprocesstheproblems.Jinjiangisrizhaofive-starhotelinrizhao,istheareaofhighstarhotelstandardtyperepresents,Choiceofrizhao"jinjianghotelasacase,thispaperanalysesthehotelcateringservicesuccessfulqualitymanagementmethodanditsexistingproblems,andinviewoftheproblem,putforwardtheimprovethelevelofrizhaohighstarhotelservicequalitymanagementmeasuresKeywords:highstar-ratedhotel,servicequalitymanagement目录摘要............................................................IABSTRACT...........................................................II1绪论..............................................................31.1课题的研究背景................................................31.2研究的目的....................................................32相关概念界定......................................................52.1高星级酒店....................................................52.2酒店服务质量..................................................52.3服务质量的内容和特点..........................................52.3.1酒店服务质量的内容.............................
