内容摘要：近几年，酒店行业作为第三大产业正在大力的发展起来。受顾客个性化需求预期的不断提高，个性化服务已成为酒店获取竞争突破的重要措施之一，其地位在酒店服务过程中日益凸显。本文主要从理念、类型等角度阐述酒店个性化服务与标准化服务相互之间的关系，提出了制定酒店个性化服务对酒店生存和发展的必要性，然后详细分析了酒店企业个性化服务存在的问题，主要有酒店企业的制度比较混乱、不明确，对顾客的特殊需求不关注，只注重提供单一的服务与产品，酒店员工缺乏服务意识，酒店员工得不到酒店足够的信任等，最后就酒店企业提高个性化服务提出了措施，包括酒店要建立健全的管理制度，时刻关注顾客的需求，建立档案资料库，酒店适当的给员工授权，提升员工的整体素养。关键词：酒店企业；个性化服务；顾客需求Abstract:Inrecentyears,thehotelindustryhasbeenvigorouslydevelopingasthethirdlargestindustry.Duetothecontinuousimprovementofcustomers'individualizeddemand,personalizedservicehasbecomeoneoftheimportantmeasuresforhotelstoachievecompetitivebreakthroughs,anditsstatushasbecomeincreasinglyprominentinthehotelserviceprocess.Thispapermainlyexpoundstherelationshipbetweenhotelpersonalizedserviceandstandardizationservicefromtheperspectivesofconceptandtype,andputsforwardthenecessityofformulatinghotelpersonalizedserviceforhotelsurvivalanddevelopment,andthenanalyzesindetailtheproblemsofhotelenterprisepersonalizedservice.Themainsystemofhotelcompaniesischaoticandunclear.Theydonotpayattentiontothespecialneedsofcustomers.Theyonlypayattentiontoprovidingasingleserviceandproducts.Thehotelstafflacksserviceawareness.Thehotelstaffcannotgetenoughtrustfromthehotel.Finally,thehotelThecompanyhasputforwardmeasurestoimprovethepersonalizedservice,includingthehoteltoestablishasoundmanagementsystem,alwayspayattentiontotheneedsofcustomers,establishafiledatabase,thehotelproperlyempowersemployees,andenhancetheoverallqualityofemployees.Keywords:hotelenterprises;personalizedservices;customerdeman目录导言........................................................................................................................................................11.1写作目的..........................................................................................................................................11.2相关研究现状.................................................................................................................................11.2.1酒店企业在开展个性化服务方面取得的进展.......................................................................11.2.2酒店企业发展个性化服务存在的问题...................................................................................11.2.3酒店企业提高个性化服务的对策...........................................................................................11.3研究方法..........................................................................................................................................12酒店企业个性化服务的概述.............................................................................................................22.1酒店企业个性化服务的概念...................................................................................................22.2酒店企业个性化服务的特点...................................................................................................22.3酒店企业个性化服务与标准化服务的关系..........................................................................32.4酒店企业个性化...
